Case Study

: Engine Yard

“Gamification is now part of how our talented support team communicates with customers and employees. Powered by Badgeville and Zendesk, we were able to deploy a powerful rewards and recognition experience across our customer and employee-facing support programs in just a few short weeks.”

Bill Platt
VP - Operations, Engine Yard

As a leading PaaS for developers to code and deploy applications, Engine Yard serves thousands of customers in over 58 countries. Passionate about customer service, the Engine Yard team integrated a Zendesk knowledge community into their support tool for customers to self-serve and submit tickets. However, customers and employees didn't contribute to the knowledge base as quickly as the team had hoped - the classic chicken-or-the-egg problem. 

How We Did It

Engine Yard chose Badgeville to create the tipping point of sustained engagement with its Zendesk investment. By rewarding customers and employees for contributions and usage of Zendesk features with Game Mechanics, Engine Yard was able to increase the knowledge base and proper adoption of its support tools.

Business Results

Higher levels of knowledge sharing and reuse have reduced work duplication and customer support needs, contributing to a bigger bottom line.

40%

Decrease in Ticket Response Time

20%

Reduction in Tickets Filed

40%

Greater forum engagement and topic searches

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