Global Game-Console Developer – NPS-Driven CX Overhaul

Industry: Video Games & Digital Entertainment

Snapshot

In the fiercely competitive console-gaming market, player loyalty can swing on a single service experience. One of the world’s best-known home-console makers had a cluttered support site due to years of patchwork updates regarding hardware malfunctions and warranty repairs, leading to a decline in their Net Promoter Score (NPS).Indeed, the online repair-request path was so hard to find that it accounted for just 0.5 percent of all repair requests, meaning avoidable calls were flooding the voice queue.

To reverse the trend, TMJ proposed the client to rebuild the entire journey around NPS data. TMJ fed open-ended NPS survey comments into an AI text-mining engine, pinpointed “repair request is confusing” as the single biggest pain-point, and then redesigned the web flow with clearer entry points, a self-diagnosis wizard, and context-based knowledge links. A live NPS dashboard now auto-classifies new comments, providing near-real-time feedback and eliminating most manual coding work. Within months the information-reach rate—the share of players who locate the right answer and complete the task—rose above 80 percent, while analyst effort on NPS text tagging fell by 60 percent.

The Challenge

• Opaque repair journey – pages dealing with malfunctions and repairs were hard to locate, driving calls up and NPS down.
• Rapid product cycles – frequent game-title releases and feature updates required “sustainable evolution” of support content, not one-off fixes.
• Channel constraints – players expect 24 / 7 help, but live-agent hours and phone capacity are finite.
• Tiny self-service usage – only 0.5 percent of all repair cases were submitted online, most were funneled to the costlier voice desk.
• Labor-heavy NPS analysis – thousands of free-text survey comments had to be hand-tagged before root-cause work could even begin.

TMJ’s Solution

AI-Led Issue Discovery
TMJ uploaded NPS verbatim data into a cloud AI engine that clusters similar sentiments automatically. The model surfaced one dominant theme: players could not figure out how to request a repair online. That clarity kept the improvement effort sharply focused.

End-to-End Repair-Journey Redesign
Working with the client’s web and service teams, TMJ rebuilt the repair section around three pillars:

• Prominent guidance from the top page – new banners and plain-language micro copy surface repair options immediately, boosting recognition.
• Interactive self-diagnosis wizard – a step-by-step flow checks symptoms, model, and warranty status, cutting dead-end clicks.
• Contextual knowledge links – depending on the diagnosis, players jump directly to a targeted fix article or to a pre-filled repair form.

After the redesigned repair flow rolled out, overall call volume dropped, and the remaining calls were higher-value issues that genuinely needed specialist attention.

Cross-Department Governance,

“CX huddles” are held where support, web, and repair-logistics managers review the dashboard and finalize next actions ensuring fixes land across every affected department and that the site continues its sustainable evolution as games and features change.

Results

Looking Ahead

TMJ is expanding the same AI-led approach to other high-impact journeys, such as account-migration and parental-control resets. TMJ will continue refining classification models, adding self-diagnosis wizards for new product lines, and embedding “next best action” logic into chat and social channels—ensuring that as the gaming landscape evolves, customer satisfaction keeps pace through data-driven, player-first service.

If your business faces similar challenges to this, https://tmj-bpo.com/solutions/.