Avia, formerly known as AviaGames, a global leader in casual mobile gaming, has successfully built an exceptional customer service experience for its players. With over 15 games, including the highly popular all-in-one platform Pocket7Games and Solitaire Clash, the company supports more than 300 million gaming sessions each month. Avia's approach to customer support prioritizes speed, efficiency, and innovation, ensuring that players receive prompt and effective assistance across multiple touchpoints.

In 2024, Avia resolved 2.16 million inquiries with an average response time of only 2 minutes and 23 seconds, earning an 86.9% customer satisfaction score. These outstanding results stem from a hybrid customer service model that combines automation with human expertise and innovative solutions that enhance player engagement and transparency. By leveraging advanced technology, data-driven insights, and real-time tracking, Avia has set a new industry benchmark for customer experience in mobile gaming.

Avia's Business Strategy: A Player-First Approach

Avia recognized early on that seamless, responsive customer support is a key differentiator in the competitive mobile gaming industry. With millions of active players across different regions, the company needed a scalable strategy that still delivered a personal touch.

To this end, Avia focused on three core objectives:

Enhancing service efficiency – By integrating automation, Avia streamlined routine inquiries, freeing up human agents to handle complex, high-impact cases.

Leveraging player feedback – Insights from over 200 user feedback reports helped shape product updates, leading to improvements like faster withdrawal processing and new asset management tools.

Ensuring consistent service quality – A dedicated team of more than 70 specialists undergoes ongoing training in communication, cultural sensitivity, and problem-solving to maintain top-tier support.

By aligning customer support with product development, Avia ensures that its service enhancements directly improve the overall gaming experience.

Goals and Objectives: Building an Unmatched Support System

Avia’s customer service initiative was built to drive measurable improvements in both player satisfaction and operational efficiency. The key objectives included:

• Maintaining an industry-leading response time of under 3 minutes, ensuring players receive quick and effective assistance.
• Achieving a global satisfaction score of over 85%, emphasizing high-quality, player-friendly support.
• Resolving over 2 million inquiries annually by combining automation with a skilled human support team.
• Strengthening player loyalty by incorporating feedback-driven updates into the gaming experience.

One standout improvement is the reduction of withdrawal processing times from 72 hours to under 30 hours—cutting related inquiries by 73%. Additionally, the new Balance Page with Match ID functionality boosts transparency, allowing players to track transactions and assets in real time.

These milestones reinforce Avia’s commitment to delivering top-tier support while continuously improving the player experience.

Planning and Implementation: A Data-Driven Approach

Avia's customer service transformation was driven by careful planning, data analysis, and cross-functional collaboration. The initiative involved:

• Analyzing inquiry data to pinpoint the most frequent player concerns, including transaction delays, game interruptions, and support response times.
• Investing in AI-powered automation with chatbot systems that handle high-volume routine inquiries, freeing human agents to tackle complex issues.
• Enhancing transparency by introducing real-time tracking for withdrawals, strengthening player trust.
• Revamping training programs to equip customer service agents with problem-solving skills, cultural awareness, and top-tier communication abilities.

Avia also launched a mentorship program, where new customer service representatives receive hands-on training from experienced team members. Regular quality assurance reviews help refine processes and ensure consistently high service standards.

Key Outcomes:

• 73% reduction in withdrawal-related inquiries.
• 2 minute and 23-second average response time.
• 86.9% global satisfaction score.

These results showcase Avia's ability to deliver efficient, player-focused solutions while maintaining a scalable, cost-effective support model.

Stakeholder Engagement: A Collaborative Approach

Avia's stakeholder-driven model ensures that all key players—from support specialists to product developers and quality assurance teams—collaborate to meet customer needs.

Key engagement strategies include:

• Player feedback integration – Avia continuously collects and analyzes player feedback, using it to inform updates such as the expedited withdrawal process and the Balance Page feature.
• Prioritized support for key players – High-value players receive premium assistance, with an average response time of just 1 minute and 16 seconds.
• Cross-functional collaboration – The customer support team works closely with developers and quality assurance experts to proactively resolve recurring issues.

By treating players as primary stakeholders, Avia fosters a strong sense of community and loyalty, reinforcing its reputation as a player-first company.

Innovation and Creativity: Setting New Industry Standards

Avia's success in customer service excellence is driven by continuous innovation and a creative approach to problem-solving.

Key Innovations Include:

• Advanced Player Matching – Optimized technology eliminates long matchmaking delays, ensuring smoother, real-time gameplay.
• Hybrid Customer Support Model – By blending automated responses with human expertise, Avia scales efficiently without sacrificing personalized service.
• Real-Time Withdrawal Tracking – This feature significantly reduces transaction delays, boosts transparency, and enhances player trust.
• Balance Page with Match ID – This tool allows players to track their assets with ease, further improving financial transparency.

These unique innovations reinforce Avia's commitment to excellence, ensuring its players enjoy a frictionless gaming experience.

Impact and Business Benefits: A New Standard in Mobile Gaming

Avia's customer service transformation has delivered tangible results, solidifying its position as a leader in casual mobile gaming.

Key Achievements:

• 2.16 million inquiries resolved in 2024, with 1.68 million handled efficiently by automated systems.
• Industry-leading response time of 2 minutes and 23 seconds, with priority players receiving responses in 1 minute and 16 seconds.
• 73% reduction in withdrawal-related inquiries, demonstrating the impact of faster, more transparent transactions.
• An 86.9% global satisfaction score, exceeding industry benchmarks.

Beyond efficiency gains, Avia's initiatives have strengthened player trust, engagement, and loyalty. The integration of social gameplay elements, tournaments, and community-driven features has further enhanced player retention and satisfaction.

Additionally, proactive feedback analysis has given Avia a competitive edge, allowing it to anticipate emerging trends and player needs.

A Blueprint for the Future of Gaming Support

Avia's seamless customer service experience is a benchmark for excellence in the mobile gaming industry. The company has successfully enhanced service efficiency, improved transparency, and fostered stronger player relationships.

As Avia continues to innovate, its commitment to customer satisfaction and gaming excellence will shape the future of player support—setting a new industry standard for years to come.