An innovative customer contact solution: enhancing interactions with customers
SINGAPORE, Sept. 23, 2024 — As Lilith Games celebrates its 11th anniversary, Sobot, the customer contact center solution provider for Lilith Games, is reflecting on the successful partnership since its beginning in March 2024. This collaboration has notably enhanced Lilith Games’ customer engagement capabilities, specifically in improving interactions with their player base.
Sobot Practices its Customer Service Philosophy with Lilith Games
Founded in 2013, Lilith Games has become a leader in the gaming industry, known for creating engaging and innovative games such as AFK Arena and Call of Dragons. These games have gained global popularity, strengthening Lilith’s international presence and earning it a spot on the “Global Unicom Index 2024” by the Hurun Report.
As a gaming company, Lilith’s need for frequent and high-quality interactions with players aligns perfectly with Sobot’s core customer service philosophy— to continuously enhance customer interaction. Specialized in customer contact solutions, Sobot places great importance on customer service. “We dedicate ourselves to comprehensive customer contact solutions, where customer interaction plays a crucial role throughout the entire process,” said Bruce Duan, the Solution Manager of Sobot.
Throughout their partnership, Sobot has helped Lilith Games integrate both traditional and modern communication channels to facilitate interactions with customers, thus enriching customer service and proactive marketing efforts, which have significantly improved customer experience and boosted Lilith’s brand influence. This integration was essential to the success of Lilith’s new game, AFK Journey, which topped the iOS free download charts in numerous regions on its launch day and ranked among the top 10 in 61 countries.
Sobot Proposes 3 Key Features of Customer Interaction
While customer interaction is a common topic for businesses, it’s not as simple as casual chatting. It’s complex and involves various aspects. Having explored the customer contact area for several years, Sobot proposes 3 key features of customer interaction.
Convenient Interaction: Sobot provides an omnichannel approach that ensures customers can seamlessly connect with the company across all platforms. This strategy extends to social media and instant messaging platforms like Facebook Messenger, Line, and WhatsApp, enhancing the effectiveness, reliability, and security of communications. As an authorized Business Solution Provider for WhatsApp, certified by Meta, Sobot has empowered Lilith to secure a verified WhatsApp Business Account, ensuring their messaging campaigns are both efficient and compliant.
Sustained Interaction: Sobot supports Lilith in maintaining continuous engagement with players through various stages of the game lifecycle, from pre-registration and public beta to full-scale game operations. For example, it sends notifications of registration, in-game activities, recharge discounts, and callbacks to players, helping to cultivate a strong player base and drive game registrations at a lower cost.
Two-way Interaction: A crucial feature of Sobot’s solution is facilitating two-way interactions. This capability allows customers to initiate contact with Lilith while also enabling Lilith to proactively engage with potential and existing players through diverse channels, thus enhancing both service and marketing outcomes.
Customer Interaction is the Heartbeat of Effective Customer Contact
The partnership between Sobot and Lilith Games clearly demonstrates the core value of interactions in customer contact. Through omnichannel integration and personalized service and marketing, Lilith has not only improved customer satisfaction but also enhanced its brand loyalty by developing convenient, sustained, and two-way interactions with its customers.
“We always consider customer interaction the heartbeat of effective customer contact,” said Duan. “We’re also looking forward to helping more businesses like Lilith Games strengthen interactions with customers for more proactive marketing.”
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SOURCE Sobot