The situation
SteelSeries has been building gaming peripherals since 2001. The first mousepad, the first dedicated gaming headset, the first mechanical gaming keyboard. Two decades on, a 30-person support team serves a community that had grown well past what their tooling was built for.
Zendesk gave them a base, but as they scaled they were missing the more complex features they needed, and support quality was the thing that would take the hit.
What changed
Gaming hardware generates long, technical tickets, and reviewing them properly took real time. AI summaries changed the economics of that: the team could assess a lengthy conversation without reading every line of it.
Beyond QA, they use missions for transparency on performance goals, coaching cards and notes to stay in touch with agents without micromanaging, and scorecards to get a read on the whole organisation in under a minute.
The result
QA time halved, with no loss in what the process caught. Agents engage with their own performance data directly. Something the team had struggled to get from other tools.
“We wanted to be better for our community, we just needed a way to see it and catch any trends that needed improvement.”
Jonathan Griffin, Director of Customer Success, SteelSeries
“Our tickets can be long and complex. AI has been a life-saver in our experience.”
