Sports betting giant achieves 50% decrease in overall customer contact With Zendesk and Route 101

BoyleSports, Ireland's largest independent bookmaker, has been serving customers since 1982. With over 375 shops across Ireland and the UK, the company offers betting and gaming services through mobile, desktop, and phone platforms, reaching markets worldwide.

Operating customer service centres in Dundalk and Manila, BoyleSports aimed to refine its Zendesk platform. The focus was on adding automation, self-service features, and better mobile functionality to meet rising customer expectations for personalised and convenient support.

Download the case study to see how Route 101 assisted BoyleSports with:

• Creating two custom Zendesk Guide theme solutions tailored to BoyleSports’ business needs and CX goals
• Designing an interface to make it easy for customers to move between the website and support platform without disruption
• Adding intelligent self-service features to help customers access content more readily
• Training agents to become proficient in using Zendesk Guide