Proactive support — engagement campaigns in collaboration with the client's team

Proactive support is a service designed for operators with in-house teams who need a structured proactive support strategy. It identifies friction points, at-risk segments, and missed engagement moments within a customer base. The service provides actionable recommendations to enhance customer retention.

Service Capabilities

The service focuses on identifying key areas for improvement, such as friction points experienced by users, customer segments at risk of churn, and missed opportunities for engagement. It then provides specific recommendations that operators can implement to address these issues. Triggers for proactive support can be configured for specific pages, player types, or markets, allowing for targeted campaigns to be run.

Collaborative Implementation

KYZEN Services runs proactive engagement campaigns in collaboration with the client’s team. This approach includes knowledge transfer, allowing the client’s agents to gradually assume ownership of the proactive support function over time. This ensures that the in-house team develops the necessary skills and understanding to sustain the strategy independently.

Onboarding Process

The setup for proactive support is typically completed within the agreed onboarding window without disrupting existing support coverage. The onboarding process follows a structured timeline: Week 0–1 involves Alignment & Kick-Off, Week 1–2 focuses on Access & Infrastructure, Week 2–3 covers Team Integration & Soft Launch, and Week 4–5 marks the Full Go Live phase.

This service suits operators who are developing a retention-led support approach to gain a competitive advantage. It provides the methodology and collaborative implementation necessary for in-house teams to build and manage effective proactive engagement campaigns, particularly relevant for the iGaming sector to optimize player retention.