• May 16, 2012

Engine Yard Gamifies Customer Support Community with Badgeville Behavior Platform

Engine Yard, a provider of platform-as-a-service (PaaS) technology, has selected Badgeville's technology to add a gamification layer on top of its vibrant customer support community. This new experience represents the industry's first gamification instance in the Zendesk community.

The integration of Badgeville into the Engine Yard support community enables the company to optimize its support organization and generate a higher level of community engagement by proactively recognizing and rewarding community input from customers and employees.

"For the past six years, we have witnessed our visionary customers and partners create innovative, high-performance Web applications," said Bill Platt, vice president of operations at Engine Yard, in a statement. "Gamification is now part of how our talented support team communicates with customers and employees. Powered by Badgeville and Zendesk, we were able to deploy a powerful rewards and recognition experience across our customer- and employee-facing support programs in just a few short weeks."

"Badgeville's Behavior Platform demonstrates how customers can be extremely creative with Zendesk's API and javascript framework to work with third-party integrations," said Pierre Grenier, senior product manager at Zendesk, in the statement. "Engine Yard showcases its innovation in partnering with Badgeville, enabling them to highlight top customer contributors and most efficient employees across all of the touch points of our platform and speaks to the future of customer engagement."

By integrating the Badgeville Behavior Platform with the Zendesk support community, Engine Yard has added game mechanics to the user experience of its global customer base to achieve the following business objectives:

  • Create engagement and encourage contributions in the support community;
  • Provide live feedback and real-time content;
  • Reduce number of support tickets filed;
  • Increase speed of response to support tickets and bug fixes;
  • Increase customer satisfaction survey responses;
  • Recognize community members providing best answers; and
  • Reward customers who suggest product enhancements and features that are implemented.

"Engine Yard is at the forefront of innovation in enterprise class scalability and application deployment," said Kris Duggan, CEO of Badgeville, in the statement. "We are honored that their team has selected Badgeville to power the first-ever gamification of Zendesk software. This initiative is the first wave of gamification for the IT and CRM industry, which we estimate will become commonplace in Help Desk and CRM systems by 2015."

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