Gamifying the support process puts the fun back into customer support. It can also help align your support team with your business goals by offering rewards and badges for agents who meet predefined targets. With Freshdesk Arcade enabled, every ticket resolved, satisfaction rating earned and other support-related activities directly translate into points for each of your agents.
How do the points work?
The trick to providing great customer support is to offer fast responses to customer queries and solving problems in one go while making sure that the customer is happy with the solution. Agents are awarded points for solving tickets within an hour, bonus points if the ticket is closed after only a single agent interaction and even more bonus points if the customer is happy (determined by the Satisfaction Survey). Agents can also be penalized for solving tickets past their SLA and for having unhappy customers.
The number of points to be awarded to agents can be set by the Admin under Admin > Agent Productivity > Arcade > Arcade Settings. You can also set milestone points for the agents to reach the next level.
Agents are also awarded badges and trophies based on the quests they complete and their position on the leaderboard.
With every agent in your team starting to earn points, it's only fair that they are ranked at different levels based on their score. The more points they earn by resolving tickets and performing other helpdesk activities, the higher they climb up the ladder. The Admin gets to choose how many points an agent needs to score in order to reach a particular level. (An Admin can also start agents off at levels higher than Beginner.)
Align your support with your business by setting up quests for your agents. Quests drive your agents to perform activities that benefit your brand. Here's how you can set them up.
You can reset the points in the Arcade Settings to the default 100 points at any point of time. For instance, you might want your agents to start the leaderboard afresh when you are restructuring your team. In that case, click the Reset option found on the top right of the screen. A confirmation dialogue box will appear. Once you confirm Reset, the points your agents earned previously will be moved back to the default points. Click here to know how you can reset points in Arcade.
How to enable and set up Arcade
- Go to Admin > Agent Productivity > Arcade.
- Use the Enabled/Disabled toggle to enable the Arcade.
- You can also enable the Arcade by clicking on the Enable Freshdesk Arcade button at the bottom.
- Choose how many points you want to award your agents for which tasks, and the number of points they have to score to reach particular levels.
- When you're done, click Save.
Note: The Freshdesk Arcade is activated on all trial accounts by default. These arcade points are the metrics that are used to curate the awards.