
“Zowie won’t care if we get another 53 million users. The quality and capacity of support doesn’t change based on the quantity of users.”
Mikael Lidström
Organizer Success Team Lead


50%
Automation for all Chats after 1 Week
86%
Current Level of Automation for all Incoming Chat Requests
0%
Increase in Staff Size despite Company Growth

Industry
Gaming
No. of Employees
11-50
Headquarters
Stockholm, Sweden
Who is Challengermode?
Challengermode is one of the leading gaming platforms for online competitions and tournaments, for both players and organizers. Based in Sweden, the team offers an accessible esports architecture to gamers, organizers, and game developers. The platform boasts a world-class online infrastructure. It has hosted millions of competitions and has become the go-to place for regular gamers to meet, practice, and compete.
The main problem?
Worldwide, 2.5 billion people play computer games. And hundreds of millions watch professional esports tournaments. Challengermode’s user base was expanding rapidly. And their customer support demands were keeping pace. Challengermode saw two issues here. First, they thought they’d need to hire and train new customer support agents to keep up. However, they wanted to maintain the same level of quality. Finding a suitable solution required some innovation on their part.
Challengermode set out to reach these goals:
- Maintain the same quality of customer service without hiring more customer support agents
- Integrate an automated support solution that would set a robust foundation for rapid future scaling
- Give their customer support team more time to answer unique technical questions about the platform
Their solution?
Challengermode decided to forgo chatbots. They opted for a more holistic solution that also ensured easy onboarding. They trialed Zowie with a few of their most repetitive questions. This tested both workflow and results and eliminated the possibility of any glitches. Once satisfied, they went ahead and began automating all their repetitive questions.
Here’s what their Zowie-supported CS results look like:
- 50% of chats automated in a week
- 86% of replies to incoming chat requests are currently automated
- 0% increase in customer service team despite company growth
“We knew we wouldn’t be able to grow as fast as the amount of traffic in terms of customer support. And we got a lot of inquiries that could be automated.”
Mikael Lidström
Organizer Success Team Lead

Mikael Lidström
Organizer Success Team Lead
Challengermode Wanted a Customer Support Scaling Solution that Kept Pace with User Growth
The team’s journey with Zowie began in April. The number of users was climbing exponentially. It became clear to Challengermode that they wouldn’t be able to sustainably scale their customer support in tandem with user growth.
At the time, the customer support team was able to handle the levels of ticket deflection needed to provide a great customer experience. But they knew that the game would soon change.
“We knew we wouldn’t be able to grow as fast as the amount of traffic in terms of customer support. And we got a lot of inquiries that could be automated, things that are questions regarding the platform that just need a simple answer without human interaction.” — Mikael Lidström
So they set out to future-proof their customer support team. They researched solutions for automating repetitive questions while their team still had a handle on them.
“We wanted to gateway those repetitive inquiries to make our team more scalable for what was to come in the future—without hiring a lot more people.”
Mikael Lidström
Organizer Success Team Lead
Seamless Onboarding Helped the Team Automate 50% of Chats within a Week

“Figuring out how to set up an automated customer support solution tends to be scary because you don’t want it to go bananas on the user and hurt the quality of their experience.”
Mikael Lidström
Organizer Success Team Lead
Zowie’s Pricing and Feature Set Persuaded Challengermode to Test the Tool over Well-known Options
“It was the first time I experienced a successful continuous onboarding process, with follow-ups that were actually meaningful. It’s a concept that a lot of companies try to achieve both sales- and support-wise, and I think you did it really well.” – Christopher Teljstedt
“Zowie is an excellent addition to the support team. It’s not a replacement for Customer Support agents, which we never expected, but it works exactly the way it was sold, as a perfect helping hand for our team.”
Christopher Teljstedt
Co-Founding Engineer & Head of Growth

Customer Service Automation for Technical Solutions Can be Scaled with Accuracy
Intrigued by the results that Zowie could deliver for you?


UMZU Supplements Ecommerce Surge with Zowie
UMZU automates 84% of customer chats with Zowie.
Learn more

ALAB Masters Covid Growth with Zowie
ALAB was the first company to provide automated booking for COVID-19 tests.
Learn more

Aviva automates 60% of all inquiries with Zowie
Zowie decreased the number of chats handled by the customer service team.
Learn more