G2A increases operational efficiency and
customer service resolution
with Comm100

As a global digital marketplace for gaming products, G2A.COM wanted to serve and engage their 19 million customers and over 450 thousand sellers across the globe in real time. G2A’s mission is to provide secure & user-friendly transactions across all G2A platforms. The challenge was to deliver excellent customer service with a high first-time resolution rate, 24 hours a day, 7 days a week across multiple languages.

To meet their needs as a fast-growth organization, G2A chose Comm100’s solution as it integrated well with their systems and could help them handle a large quantity of clients at the same time. Comm100’s UI was also a deciding factor, providing great ease of use for customers and agents alike.

G2A also found that Comm100’s live chat environment was the only solution that met their robust security, performance, and reliability standards. Specifically, a stable environment that connected with their other systems and that leveraged Comm100’s high availability technology to decrease the chances of being cut off from technical issues.

Comm100 quickly became the solution that G2A trusted. Implementing Comm100’s solution was a straightforward transition — with a simple agent-friendly interface that could handle the entire interaction from start to finish, making it easier for G2A to deliver exceptional service.

By moving to Comm100’s live chat, G2A was able to meet their KPIs and SLAs which included reduced wait time for customers, increased first time resolution and improved G2A’s CSAT score.

They were also able to boost contact center productivity for the G2A site by leveraging intelligent routing, custom wrap-up categories and traffic allocation optimization. This allowed them to develop their service to more proactively resolve customer problems and actually lower traffic volume on G2A Marketplace for customer queries.

Beyond their customer service and support team, there were also business-wide benefits. G2A was able to use reporting data and insights to inform product and marketing launches and other customer-related decisions in the business.

G2A needed a business partner who were as attentive and available as they were for their customers, and they found this in Comm100. With Comm100’s 24/7 support, they found that any issues were resolved quickly and smoothly, and downtime was kept to a minimum — if not zero.

G2A and Comm100 are proud of the strong partnership relationship they have built over years of successful business. This relationship has allowed G2A to maintain and increase their reputation for trustworthiness and reliability among their customers, employees and other stakeholders.