Personal space
We built a dashboard where agents can see their weekly goals, track their stats, earn achievements, and level up their avatars. It helps them stay motivated and clearly see their progress.
Gamifying customer support with a Zendesk-integrated app
Rating in the Zendesk marketplace
#1 WFP/gamification app on the platformRecognized by Forbes
Top 25 ML startupsCountries served
82Client
KaizoHeadquarters
Amsterdam, The NetherlandsFounded
2018Company size
ScaleupIndustry
Customer supportTHE CHALLENGE
How to transform an idea into a gamified, real-time performance platform integrated with Zendesk?
Kaizo approached Relevant Software with a clear vision, but no front-end implementation. Their goal was to build a first-of-its-kind gamification layer for Zendesk support teams, enabling companies to monitor, coach, and motivate agents in real time.
The challenge: deliver a platform that merges business-critical metrics with rich interactivity across complex dashboards. The platform had to display heatmaps, histograms, bar and pie charts, keep a fast response on any device, and use a custom UI that would stand out in the Zendesk Marketplace.
Relevant was tasked with translating the concept into a working platform, ensuring tight integration with Zendesk APIs, smooth user flows, and a scalable frontend architecture ready for high adoption.
Dominik BlattnerCEO at KaizoRelevant’s team helped us transform a concept into a scalable, gamified experience. Their front-end performance tuning made a clear difference.
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Book a free consultationTHE SOLUTION
A Zendesk-native support optimization platform powered by gamification and real-time data
KPI lab
Our engineers built a manager dashboard to track team progress in real time. Managers can assess key metrics, identify trends, and update performance goals as business priorities evolve.
Activity view
Our team developed a dynamic ticket list that automatically prioritizes tasks based on company policies. Agents receive points for completing tickets and demonstrating skill growth, reinforcing productive behaviors.
Incentive store
Our developers implemented a rewards system where agents exchange earned points for bonuses, merchandise, or internal perks. This turns recognition into tangible value and supports long-term motivation.
Arena
We added a performance comparison feature that visualizes how agents are progressing toward their personal goals. It encourages healthy competition and helps managers spot both high and low performers early.
Performance metrics
Our experts introduced detailed analytics with over 50 key performance indicators (KPIs) visualized through heatmaps and scorecards. These tools provide actionable insights for both agents and managers, supporting data-driven coaching and team optimization.
THE RESULT
30% higher engagement and agent performance
By turning routine tasks into goal-driven activities, agents stayed 30% more focused and motivated during their shifts.
Real-time dashboards improved coaching and feedback loops
Managers gained a clearer picture of team performance through live KPIs, helping them guide and support their teams more effectively.
Scalable frontend enabled rapid iteration post-launch
Kaizo’s streamlined workflows and modular architecture allow for fast feature rollouts while also helping reduce operational costs across support operations.
THE CLIENT’S REQUEST
- Build a first-of-its-kind UI
- Create an engaging, custom front-end for Zendesk
- Enable motivation, performance tracking, and team coaching
- Maintain performance under heavy dashboard load
WHAT WE DID
✓ Designed and developed a scalable, high-performance interface
✓ Delivered a fully interactive experience with real-time data and visual feedback
✓ Integrated gamification layers, metrics, and manager views
✓ Optimized for fast rendering and low response time
Dominik BlattnerCEO at KaizoThe commitment of the Relevant team to deliver exceptional service, coupled with their passion for innovation and technology, resulted in a fruitful and enjoyable partnership.
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