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Customer Story
Industry
Gaming
Headquarters
Costa Rica
Solution
Comm10 Live Chat & AI Agent
Comm100 customer
Since 2023
When your business handles sports betting operations across multiple brands, data security and platform reliability aren’t optional. A leading gaming operations company serving multiple sports betting brands with 95% US-based customers faced a critical mandate from ownership: migrate to a more secure customer support environment that could keep all customer data and chat transcripts in-house.
After evaluating a multitude of providers against comprehensive acceptance criteria, the company chose Comm100 as the platform that best met their requirements while providing the security controls their ownership demanded.
The objective of this partnership for the company was clear: reliable live chat support and unparalleled data security, on-premises.
Support volumes tend to spike with the sports calendar: low season averages 800 chats per day, but football and March Madness push traffic north of 1,200–1,500 daily sessions.
They needed an AI Live Chat solution that would ensure all their data is housed on-premises. Previously, they were working with Zendesk, but because they don’t offer an on-premises deployment, the ownership made the decision to switch.
“Comm100 was the one that came out with the best score, including, of course, the fact that they were providing us with an option of having our system on-premises. Some of those points, when I read those, I was like, this is ridiculous. Nobody’s gonna be able to provide something like this. But Comm100 was able to say yes, we can do that.”
The company faced a litany of challenges when it came to finding the right growth partner. From finding a new, reliable platform to fulfilling the needs of management, their new customer support platform had to be just right.
The company faced an immediate directive from leadership to completely overhaul their customer support infrastructure for enhanced data security. The catalyst was a growing concern about potential vulnerabilities in third-party hosted solutions.
“The main goal for the owners was to get ourselves to a more secure environment where we could hold our chats in-house versus having them wherever Zendesk used to have them. So all the information about customers, the actual transcripts, and everything that could go through chat would have been held in-house and not out there in the cloud, who knows where.” – Product Manager
The security concerns weren’t theoretical. “There were stories about people hacking these types of companies and getting to retrieve some kind of personal information of customers,” noted the PM, which made data sovereignty a non-negotiable requirement for the gaming operation handling sensitive customer financial information.
“We couldn’t wait. It was coming from the owners directly and they wanted that to be happening as soon as possible.” – Product Manager
The pressure from leadership was immediate and non-negotiable. When the company approached their existing vendor about secure hosting options, they encountered a frustrating roadblock that threatened their compliance timeline.
Zendesk informed them that they would have something, but they didn’t have a firm idea about when that might happen. This indefinite timeline was completely unacceptable given the urgency of the security mandate.
“We went through a list of over 100 providers before deciding for Comm100.” – Product Manager
Beyond the primary security requirement, the platform selection process was further complicated by the diverse needs of their large, multi-company, 500+ person organizational structure.
The evaluation process became exhaustive by necessity. They needed the perfect fit that met all of their needs, was data-compliant, and offered them the flexibility to ensure security on-premises.
“For our customers, it was really seamless.” – Product Manager
Perhaps the most challenging aspect was executing this migration without disrupting their 24/7 gaming operations, which handle substantial daily chat volumes (1,500+ chats a day) and serve customers who expect immediate support regardless of backend infrastructure changes.
Any downtime or service degradation during the migration could directly impact customer satisfaction and revenue, making the selection of a reliable partner with proven implementation capabilities essential for their gaming operation’s success.
After their exhaustive evaluation process, the company selected Comm100 – the only vendor capable of meeting their stringent requirements. The decision was more than just about security; they were also focused on comprehensive capabilities.
The platform had to satisfy diverse stakeholder needs across their multi-company structure while maintaining the functionality they relied on with their previous solution.
The Comm100 team worked closely with them to deploy the live chat platform on their premises, ensuring sensitive gaming customer information never left their controlled environment.
“You guys were super helpful, especially because we bought the entire package that came with the whole full training sessions.” – Product Manager
The company invested in Comm100’s comprehensive training package, recognizing that successful adoption required more than just technical installation.
For an organization handling 24/7 gaming operations with hundreds of employees, proper change management was critical to maintaining service quality during the transition.
“Maria was the one who helped us on those trainings. She was super helpful. Even if she wouldn’t know something or a question that would pop up, she would always come back to us eventually with the answer.”
The structured approach covered everything from basic tool usage to advanced AI Agent configuration and complex use case scenarios. This investment proved essential for an organization where agents needed to understand not just how to use the platform, but how to handle diverse gaming-specific scenarios like:
“As soon as Comm100 provided us with an option of ‘click here to start chatting, but before you even do that, try to search for yourself through the knowledge base right there in the chat window,’ that was amazing.”
An unexpected operational transformation emerged during implementation when the company discovered Comm100’s integrated Knowledge Base.
Previously, each of their multiple brands maintained separate help centers hosted on individual websites, creating fragmented customer self-service experiences and duplicated content management efforts.
The operational benefits were immediate and measurable. This consolidation eliminated the need to maintain separate help content across multiple brand websites while providing customers with comprehensive self-service options directly within the chat interface, reducing agent workload during peak gaming periods.
One of the most critical improvements was platform reliability during high-stakes gaming operations where downtime directly impacts revenue and customer satisfaction.
Gaming customers expect immediate support, especially during live sporting events or when experiencing issues with deposits or withdrawals.
The support experience also dramatically improved compared to their previous deployment:
This responsive support model became particularly valuable during their seasonal planning and high-volume periods when technical issues needed immediate resolution to maintain customer service quality.
“Back in the day with Zendesk that used to be a ticket that we had to open, and that might take hours or even days before you get an answer back. The fact that we can just click the chat button and start talking to Vicki or Max, that’s always great.”
For this gaming operations company, the switch to Comm100’s on-premises platform delivered exactly what ownership demanded: complete data security without operational compromise.
The numbers tell the story of operational success: 99.9% uptime reliability during peak gaming seasons, seamless handling of volume fluctuations from 800 to 1,500 daily chats, and zero customer complaints about service disruption during the migration.
More importantly, the company gained a responsive technology partner that actively incorporates their feedback into product development.
“If you’re looking for an on-premises solution, 100% yes to Comm100.”
Experience the difference of enterprise-grade security with zero operational compromise with Comm100.
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