Gamifying customer support with a Zendesk app

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Location: The Netherlands
Industry: Customer support
www.kaizo.com

React

Redux

Typescript

Gamifying customer support with a Zendesk app

I need the same! Ask a question

Client & product

Kaizo develops a cloud-based SaaS platform that boosts the performance of support teams. Their approach is focused on gamification and automation of processes using artificial intelligence (AI). Kaizo products are integrated with Zendesk and are available in the Zendesk Store.

Dojo Classic is a management platform for support teams that allows companies to coach agents in real time, monitor and improve their performance, and automate reports. An upgraded solution — Dojo Master — adds gamification features to boost motivation, set targets, and train skills.

Challenges

Kaizo was brought to us as an idea, so the main challenge was to transform it into a first-of-its-kind gamified platform with custom UI elements and illustrations. With the feature set established, we realized that we needed to build a complex UI with a load of charts on one screen: a heatmap, histogram, bar charts, and pie charts. Due to a number of interactive elements, there was a lot of work on the optimization of overall app performance and the loading speed of dashboards.

Role of PMO

A long-term project must have an ongoing system of providing and collecting feedback for all parties. Our project management team provided the management of such a system.

The project manager gave great support by conducting monthly 1-1 meetings, creating personal and professional development plans, tracking satisfaction levels, and providing detailed reports to clients. Besides, the project manager was an active helper in organizing business trips.

Job done

Our designer researched competitors and decided on a minimalist visual style with rich, colorful illustrations. The primary accent color in the app is purple, representing energy, stability, and ambition. The design is highly intuitive, keeping users focused and productive.

Kaizo approached us with the back end already finalized. For the front end, we used React, Redux, and TypeScript. This approach helped us make the product scalable and easy to maintain and update.

After the product launch, we continued finding new ways to improve the solution and optimize its performance.

Implemented features

Personal space

An all-in-one dashboard for agents to monitor their stats, receive new weekly goals, improve their skills, track achievements, and level up their avatars.

KPI lab

A tool for managers to monitor the team’s progress toward goals and set new goals when needed.

Activity view

A ticket list that automatically prioritizes tasks in accordance with the company’s policies and awards points for completed tickets and improved professional skills.

Incentive store

A store where agents can exchange their points for merchandise, bonuses, and other rewards.

Arena

An easy way to compare agents’ performance and monitor their progress toward personal goals.

Performance metrics

Performance of agents is tracked using over 50 metrics across scorecards and heatmaps.

Outcomes

Dojo for Kaizo was launched on the Zendesk Marketplace with a 5/5 rating. Reviewers praise its ability to:

Adjust the workflow in accordance with a company’s goals and KPIs
Improve morale and engagement in a routine work environment through the gamified system
Increase motivation for professional improvement across the board and provide a way to notice struggling specialists and provide them with additional help.

Additionally, some reviewers mention that introducing Dojo helped them decrease the attrition rates in their teams and create an overall healthier work environment.