A Masterclass in Customer Excellence

A Masterclass in Customer Excellence

 

 

 

In 2015, Michał Figas joined Kinguin’s customer service team and since then, they have gone from strength to strength in terms of innovation and motivation. Now as the Vice President of Customer Service & Fraud Risk Management, he has clearly defined a customer service strategy which puts the Kinguin customer front and centre. 

We sat down with Michał so we could learn more about his top priorities when it comes to customer satisfaction, his thoughts on the integration of top tech and his passion for team development.

Many people may look at my job title and think my responsibilities are opposing, but they are actually more similar than not. In fact, building a structure where fraud risk management sits beside customer service has delivered increased customer satisfaction and safety – the holy grail for any customer service team!

Customer satisfaction  

A key part of our success has come from the fact that we have cemented a simple ethos towards customer service – treat them how you would like to be treated. At the end of the day, we have all been customers, so we all have expectations. Ultimately, our goal is to go the extra mile for every Kinguin customer and make them feel valued and listened to. 

For this to work, we have set in stone some key non-negotiables. In 2017, the golden standard for responding to customers was between 24 and 48 hours, but times have changed, and customers are constantly expecting more. There is now a small window before they turn to social media so, with this in mind, we aim to reply to all cases in less than 24 hours. But whilst prioritising waiting times is very important to our customers, we have also put a lot of emphasis on personalising messages. 

Giving our customers a choice is also important, so we offer multiple routes to resolving their issues. We have extensive FAQs that can be easily accessed through our website but, if after reading them, a customer still cannot find the answer to their question they can contact us through our chatbot. Each month we accommodate around 7,000 chats and over 50% of these are resolved then and there.

Tech innovation 

Using advanced technology is a priority because it does improve the customer experience. In late 2020, for example, we introduced Zendesk –  a complete customer service software solution. This adds value to our customer relationships by helping us personalise interactions. Another bonus is that it is integrated with our own software and this means we can adapt much more quickly to our customer’s needs. 

We also continuously review our internal process – particularly as we have, in the past, come under fire for not authenticating gaming keys properly. With an increasing number of people shopping online there has been a dramatic rise in fraud and scam complaints and we need to make sure we are protecting our customers. With tech investment we have reduced our fraud rate to 0.42%, but we want to take it one step further and introduce Shufti Pro, an API based identity Verification solution. This will help us increase conversions, reduce chargebacks and deter fraudulent attempts. 

And finally, look out for our natural language processing – this will give our chatbots the ability to understand human language as it is spoken and written.

The team

None of this growth or innovation would however be possible if it was not for my team who are the face of Kinguin, and visible at every touchpoint. This is why I am passionate about investing in the right people, including hiring students straight from University because they are often motivated to grow. And what I love most about my team (and what I am looking for in every potential new recruit) is humility. Also, as long as people have the heart for the work they do, they will always convey this passion to our customers, and that is what will lead to them having a positive interaction with Kinguin. Then via thorough training and support, from the more experienced Kinguiners, we will be able to strengthen the team even further.

That said, we are not resting on our laurels – the world of ecommerce is competitive. So, we actively encourage our customers to leave honest feedback on Trustpilot. We believe this helps us work out where we are going wrong so we can put in place plans to counteract issues and improve. I believe we have the best group of customer specialists and I am determined to ensure that continues.

The importance of care in the Kinguin culture

The importance of care in the Kinguin culture

 

 

 

In 2020 Natalia Szepelowska was announced as Kinguin’s Head of People and since then she has spearheaded the charge to ensure smooth people-related operations – whether it is employee satisfaction or driving recruitment. 

As a psychologist and cognitive scientist, she combines her passion for getting to know people, their potential and their struggles, with her ability to deliver pathways to personal goals and company growth. We sat down with Natalia where she described the employee culture at Kinguin and the company’s new recruitment aspirations.

As Head of People, I recognise that Kinguiners will always be our greatest asset and our top priority. I knew from the beginning that we needed to create a company culture that allows them to have a voice to show them we cared. So, that is exactly what we are doing. We are building a culture centred around caring for our employees, which we believe can enable them to thrive, develop and progress during their time at Kinguin.

Our culture is integral to us, and it is how we measure whether candidates would be a good fit for Kinguin. During any interview, no matter your level, care always sits front and centre. In a world where empathy is increasingly paramount, it has become a standout principle by which we measure both potential candidates and our existing team. 

Take the last two years for example. From clearly communicating our company policy which strongly recommended all Kinguiners to work from home, to moving a majority of the meetings online, to distributing home-office set-ups, to ensuring job security, we were able to successfully help all of our employees through the pandemic – we are extremely proud of this.

More recently, we have introduced new internal initiatives to encourage employee retention, satisfaction and progression. One being our team player of the quarter initiative, which rewards three employees who demonstrate a hands-on approach to sharing their knowledge and supporting others, with winners receiving a gift of their choice. This year, we also established ‘Kinguiners’ Day’ to highlight the company’s appreciation for all our employees’ hard work. The day was filled with special gifts and a personal video from executives and team leaders praising Kinguiners for their ongoing dedication to the company. We thrive off making each employee feel valued and reward those who are excelling – so, keep up the good work Kinguiners!

But we have also expanded our duty of care to help those outside the company. The world has been touched by what’s been happening in Ukraine and as their neighbours, we are passionate about doing our part. So, as soon as the crisis began, we not only opened up the Kinguin Esports Performance Centre for all Ukrainian esports players and their families free of charge, but also welcomed Ukrainian families into our Polish offices. Even though our capacity is limited, we are working tirelessly to accommodate every single guest. It is clear for us to care for those in need, and we will continue to explore ways to provide ongoing support. 

Another example of a programme we created was Kinguin Cares, and a key part of this project focused on supporting children in orphanages across Poland. Last year we provided next generation consoles and games to more than 650 children. In July, we also invited the children back to attend educational webinars led by well-known Polish influencers – Luure, Nieuczesana, Popo and Fanaberry – to give them an insight into potential gaming career opportunities. To finish off the programme, we organised an event at the Kinguin Esports Lounge in Gdańsk with special prizes for all the children.

I feel very passionate about shining a light on our internal and external initiatives because they define our company and people – it is one of the reasons Kinguin is a great place to work. Another reason is because we have a progressive and entrepreneurial spirit – we want to give everyone who works for us the support they need to reach their goals. I am one example of someone who has been able to grow – moving from HR & Education specialist to Head of People in just four years. You can find many similar stories across the company!

And all of this is important in a year when we, as a company, have some big ambitions. Due to continued growth, we want to increase our personnel by 40%. So, if you have big aspirations and believe you embody Kinguin’s company culture, check out our recruitment page – we have multiple vacancies open.

Impacting personal growth and company success this year

Impacting personal growth and company success this year

 

Robert Kalbarczyk is the second of three employees to take up the acting CEO position and, while he has only been in the role for a month, he has already set out the leader he wants to be – an approachable and adaptable CEO who has the ability to build a high performing team that delivers results. 

 

Robert has a wealth of experience as an entrepreneur, investor, start-up leader and management board advisor. This, alongside his business development background, means he is able to develop solutions that will grow revenue streams and inevitably make a huge influence at Kinguin. We found time to chat with Robert where he told us about his personal Kinguin journey, how he plans to nurture a people-first culture and his strategy for making an impact on the business. 

 

When joining the company in 2018 I instantly realised that the beauty of Kinguin lies in every employee being free to be themselves and to contribute to the business. Sometimes it drives me crazy, in a good way, just thinking about the huge potential yet to be unlocked. It’s why I’m looking forward to the next stage of my journey with Kinguin so much.

 

My time has been full of notable moments, many of them learning curves. One which sticks out was two years ago during a period which offered many internal challenges to the company’s cash flow. Then the pandemic hit and people turned to video games and we saw an opportunity to reverse our fortunes. Our team really pulled together – they demonstrated belief, passion and a work ethic I’ve not seen anywhere else. We ignited the fire that grew the business to where it is today – and I’m proud to be part of a team that didn’t give up. 

 

When Kinguin Founder, Viktor Romaniuk Wanli, asked me to take on the acting CEO role alongside Brandon Doerfler and Adam Gruda, I knew my first priority was our people, they are the most important layer of our business. As Brandon previously highlighted, they are our greatest assets and advocates, and while he has already cemented a solid people-first philosophy, I want to put my own stamp on it. 

 

From my perspective, personal development has to come front and centre. I want to work closely with our employees and encourage them to take ownership of their own goal setting. This is how we will lead them down a path to becoming the best versions of themselves, which will inevitably make Kinguin the best it can be. 

 

This links closely to my other priority – considering ways we can impact the business. As a team, we need to be aligned in our strategy and goals. And to do this, our employees must understand the bigger Kinguin picture and specifically, how they can add value. In my experience, people in leadership roles talk about inspiring their workforce and I buy into that, but without context it serves no purpose. So, with that in mind we now hold weekly meetings where we present top-level strategy decisions to the entire company. This keeps everyone in the loop, and also gives them a voice. Two-way communication is crucial to any successful company, and our people are game changers – they will always come armed with solutions and valuable insights to help with growth and cash flow.

 

2022 will be the year of personal growth and company success for Kinguin – it’s all about achieving clarity in goals and traceability of impact. But for this to be successful, it will be my job to remove any obstacles on our way to excellence. It may only have been one month since I took on this role, but I look forward to carrying these insights, and the Kinguiners, into the next chapter with me. 

 

Kinguin celebrates 12,5 million customers milestone

Kinguin celebrates 12,5 million customers milestone

 

  • Kinguin’s customer base grew from 10 million to 12.5 million in a single year
  • The cost of video games software has increased by 43% since 2008
  • Battlefield V, Final Fantasy X/X-2 HD Remaster and Minecraft Java Edition were the three best selling PC titles on Kinguin.net in 2021

 

Kinguin is today celebrating reaching 12.5 million registered customers globally, an increase of 25% YOY, just one year after hitting the 10 million milestone. With prices of PC titles now at an all-time high – the cost of video games software has gone up by 43% since 2008 – customers are turning to the open marketplace in their droves to buy their AAA PC titles for less.

As well as revealing its milestone news, Kinguin also shared information on its customer spending habits from the last year. The company has revealed that first-person shooter game Battlefield V was the best selling AAA PC title on its site. Hot on its heels was Japanese role-playing game Final Fantasy X and Final Fantasy X-2 HD Remaster, with popular sandbox game Minecraft Java Edition making up the top three. It’s not just value games customers are looking for either – Windows 10 Professional OEM Key sales sold twice as much as Battlefield V showing how this shift to source great value software transcends games.

Kinguin Acting CEO, Robert Kalbarczyk, said, ‘This is a huge milestone for us and we’re absolutely thrilled to have surpassed 12.5 million customers globally. The last couple of years have been challenging for everyone but our community has found playing their favourite games a welcome escape. While console fans have always felt the pinch when buying AAA titles, PC games are now closing the gap. We have always put our customers first and will continue to do everything we can to make sure they can get what they want at the best price possible.”

In total there are more than 86,000 products listed on Kinguin.net with approximately 1,200 new items introduced each month. These can be bought globally using over 150 payment methods, including PayPal, credit cards, BitCoin, Orange Mobile and PayU payments.

Topics: newsGamingPR

Kinguin Prime Time Wrestling returns with BLACKOUT show featuring an exclusive title fight

Kinguin Prime Time Wrestling returns with BLACKOUT show featuring an exclusive title fight

 

Kinguin Prime Time Wrestling has announced its second show – Kinguin Prime Time Wrestling #2 BLACKOUT, which will take place in Chorzów on February 19th. Featuring a huge roster of high profile wrestling superstars such as Santino MarellaMatt Sydal, and Nick Aldis fans will be treated to an incredible display of wrestling from start to finish, with the event also featuring a high profile title match for the prestigious German Wrestling Federation World title, currently held by Axel Tischer

 

Last year Kinguin Prime Time Wrestling, hosted Poland’s biggest wrestling show, Kinguin Prime Time Wrestling #1 REVOLUCJA, and drew widespread attention from the wrestling community all over the world including Billy Corgan, The Smashing Pumpkins frontman and the owner of the National Wrestling Alliance (NWA).

Building upon the success of Kinguin Prime Time Wrestling’s first show, BLACKOUT promises to be even more action packed with the main event featuring a grudge match showdown between Nick Aldis and Chris Masters. BLACKOUT will also feature a historic 3 vs 3 matchup with the Polish team PAKA taking on Puncher, Dziedzic and Sinister. The event will also feature commentary in both Polish and English, with Santino Marella joining up with Dave Bradshaw to make his commentating debut in Poland.

Arkadiusz Pan Pawłowski, Founder of Kinguin Prime Time Wrestling said: “It has been nothing short of amazing – the reception, the engagement, everything! With the second show fast approaching we only have one word in mind – progress! Everything will be bigger and better, and considering the impact our first show had and the attention it brought to our project, we are determined to provide great entertainment for both newcomers and returning fans. Professional wrestling is our biggest passion, and I’m so happy that we are at a point where we can share that with the world and continue to go from strength to strength as we make Kinguin PTW a truly global phenomenon!

Robert Kalbarczyk, Chief Executive Officer at Kinguin said: “We’re so excited to co-organise this event once again to bring the very best of live wrestling back to Poland. We had a great reception to our event last year and this time we’re upping the ante with Kinguin Prime Time Wrestling’s first ever title belt fight. Additionally, thanks to English commentary, we are bringing the gala to brand new audiences and we are thrilled to continue expanding Kinguin Prime Time Wrestling internationally. We’re also adding a range of wrestling related gaming deals to the Kinguin website, so that we can celebrate our second event together with our customers.”

The event will be live on Saturday, February 19th at 19:30 CET in Chorzów for fans to attend. The tickets can be bought here, and the prices start from 30 PLN (around 7€). The event will also be live streamed for free on Fite.tvDAZNSport.plTVP Sport, and Youtube. Polish fans will be able to catch the broadcast on local TV channels and mobile applications.

You can learn more about Kinguin Prime Time Wrestling and the promotional offers on the Kinguin website, or on Prime Time Wrestling’s FacebookInstagram or YouTube pages.

Topics: newspartnerships