Enhancement of global customer support for Steelseries
Challenge
As their global presence continued to grow, SteelSeries recognised the need to deliver consistent, high-quality customer support. With users spread across multiple time zones, ensuring around-the-clock service coverage through a follow-the-sun support model became essential. The company aimed to provide end-users with uninterrupted assistance while maintaining the responsiveness and quality expected from a premium gaming brand. Alongside improving service availability, SteelSeries sought to streamline back-office operations and enhance the management of hardware-related queries, complaints and feedback, with the ultimate goal of elevating the overall digital customer experience.
Service and responsibilities
Our team at Spyrosoft was responsible for supporting SteelSeries in building a more responsive, efficient, and globally available customer service operation. To achieve this, we:
- Delivered non-voice digital support via email and ticketing systems, addressing end-user hardware-related queries, complaints, and suggestions.
- Provided extended L1+ maintenance services to resolve more complex issues beyond standard first-line support.
- Co-created and launched an international support team capable of operating seamlessly across multiple time zones.
- Contributed to the optimisation of back-office processes, improving efficiency and enabling faster resolution times.
The service’s impact and benefits
Our collaboration resulted in significantly improved SteelSeries’s global service availability. We established a support team operating across time zones to provide continuous assistance as part of a follow-the-sun model. This approach has enabled us to respond faster and provide uninterrupted support, which has contributed directly to higher levels of customer satisfaction.
By focusing on non-voice digital channels and providing extended L1+ maintenance, we ensured end users received timely, accurate responses to their post-sale hardware-related queries. Additionally, our ongoing cooperation fostered a culture of continuous improvement. Through regular feedback loops and shared insights, we have supported the evolution of digital customer experience processes, making them more efficient and scalable to meet the company’s growing needs.
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