Gamification meets customer support at freshly launched Freshdesk Arcade

Customer support isn’t a sexy job, but is attempting to bring some freshness to this industry with the launch of Freshdesk Arcade, a gamified approach to helpdesk.

Agents with the most fresh points for each achievement  in a month get to collect trophies like “Sharpshooter”, “Speed Racer” and “Customer Wow Champ”. The overall top scorers win the “Most Valuable Player” badge for that month. However, agents can also lose points when they get negative reviews from a customer or violate service-level agreements.

Freshdesk Arcade also allows support teams to create specific games, aligned to their business goals, through quests. For example, support managers can offer agents additional points or special badges for updating the knowledge base with new solutions, or for stepping on the pedal and clearing the ticket backlog. By creating new quests, support agents can encourage their teams to focus their support efforts on the areas that need the most attention, all while rewarding them for successful behavior.

In terms of pricing, Freshdesk Arcade will be part of its new Estate Plan at $49/agent/month. However, all existing customers in Freshdesk’s Garden Plan will have access to Freshdesk Arcade for the same price they have been paying all along.

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