About ICQ

ICQ is a global Internet communication leader, providing multi-platform instant messaging, video and voice calls, games and more in 16 languages to over 40 million active users worldwide. With over 10 million active daily users, ICQ continues to drive innovation and development in the online communications industry.

The Challenge

As a global online consumer company, ICQ faced the challenge of listening to an overwhelming volume of customer inquiries while providing support to a diverse and demanding user base.

Competitive pressures also required enhanced product development that was more in-tune with user needs and preferences. As such, accurate and higher-quality feedback from users was essential.

With ICQ facing a large-scale and complex customer environment, tier one support was not proving to be cost effective or practical.

The Solution

In 2009, ICQ management engaged Kampyle to implement a more efficient and cost-effective system for customer feedback, support and product optimization.

Using Kampyle's feedback solutions, ICQ could deploy a unified feedback system across all of its products and platforms - in all 16 supported languages.

Of particular interest to ICQ was Kampyle's reporting and alerts suite allowing for intelligent distribution and monitoring of thousands of daily feedback submissions. This directly enabled product managers and other teams to track and respond to trends while identifying potential issues or opportunities - all without drowning in the myriad details of each and every feedback submission.

In addition to the high-level control and visibility provided to management, Kampyle's solution also ensured 1st rate customer support for ICQ users that provided feedback - with users receiving automated responses that addressed their particular feedback issue. Feedback issues that required more direct responses were intelligently and automatically routed to the appropriate teams.

Results and Benefits

• Rapid and simple deployment of feedback forms in each of ICQ's 16 languages, on mobile, desktop, PC, Mac, IM products as well as in applications, installers/uninstallers, plug-ins, and more.
• Replacement of cumbersome tier one support and its associated cost with cost-effective and efficient large-scale monitoring and feedback solutions.
• High-level detection and extraction of relevant feedback that could be used for product development, customer support and operations without management getting bogged down in the granular details.
• Centralized collection and reporting of all feedback in language and format of choice.
• Successful introduction of new products and feature optimizations based on Kampyle's feedback solution.
• Seamless implementation without any need for ICQ to provide any infrastructure or material resources (Software as a Service).

Last update: 31, October 2011