WOWCube
The origination of WOWCube actually came from a 12-year-old boy, Savva Osipov, and his father, Ilya. Savva’s vision was to have a cube-like device with screens on all sides so that games could be way more interactive and spread out from screen to screen as if they were on a game field. Many months and years of testing brought birth to this unique gaming system that has won many awards.
From vision to prototype to real life, the WOWCube brings together an interactive digital gaming system with infinite possibilities.
Steve Wozniak, Co-founder of Apple Inc, said “This is the most incredible thing I’ve seen in a long time” while checking out the WOWCube in hand at DesTechAZ.
What makes WOWCube unique is its innovative, cube-shaped gaming platform with an immersive-reality user experience. It is a one-of-a-kind device that has 0 buttons and completely uses its many touch screens instead.
WOWCube has something for everyone, including games of all types such as casual, arcades, puzzles, and more. You can even create your own games, apps, and content using the WOWCube DevKit, WOWCube Blockly, and WOWCube Studio. It can even be used for additional purposes like a digital photo frame, interactive weather station, or even a smart night lamp.
It’s so customizable that anyone can find a unique purpose with it, or build their own unique use.
WOWCube has begun pre-orders and they knew it would be important to make sure customers understand how their pre-ordering process works. We’re here to help them with that 24 hours a day, 7 days a week.
Challenge
Managing live chat support & social media for thousands of pre-orders coming in, 7 days/week, 24 hours a day!
WOWCube is so unique that there’s a lot of hype around getting one in someone’s hands. They know a good way to keep eager customers who are waiting patiently is to have great customer service.
Customers may have questions about a product that has never existed before, and it’s understandable to have questions about the pre-ordering process for a product that is like no other.
WOWCube wanted to make sure that their customers had access to live chat support for pre-order inquiries 24 hours a day, 7 days a week.
WOWCube also wanted to make sure that this included handling the social media channels to make sure customers are also getting help when interacting with the brand’s social media pages.
This meant they needed a team that was capable of operating 24/7, which is hard to do if your in-house office only operates during normal business hours.
When your business outgrows your current customer service hours, especially with customers in all countries around the world, it’s time to get some Hired Support to step in!
Solution
3 live chat agents + 1 hybrid agent to cover 24/7 support for pre-orders
WOWCube knew what they needed – 24 live chat support for their incoming pre-orders. We had a simple solution to achieve this: 3 shared live chat agents and 1 hybrid support agent to assist with social media.
The shared live chat agents were tasked with handling the live chat support operations 24 hours a day, 7 days a week. Our hybrid agent was meant to handle the social media channels 8 hours a day, 7 days a week with the goal of helping customers there as needed.
By allowing HiredSupport to take over, we gave WOWCube which was difficult to achieve with their in-house team: 24-hour coverage, around the clock. This meant customers around the world could be ordering their WOWCube and still have someone to talk to for help with the pre-ordering process.
Our support has allowed WOWCube’s internal teams to focus on other core operations in their day-to-day work. As the WOWCube gets shipped out, our role will grow with a level of technical support that may be required for customers who have received their units.
Results
From prototyping to preorders to launch, with HiredSupport
HiredSupport’s team supported WOWCube through each phase of their unique product journey.
We attended live chats from tech enthusiasts, answered emails from developers interested in building apps for the device, and engaged with curious would-be customers on Facebook and Instagram.
When the first batch of WOWCube gaming systems started shipping around Christmas 2022, we were right there, assuring early adopters that their preorders would be honored, despite the delays in manufacturing caused by the lingering effects of the COVID-19 pandemic.
Whether it was a live chat, email, or social media, we made sure our voice was completely on brand with WOWCube. We shared their enthusiasm for the revolutionary new device they had created and wanted their customers to feel this enthusiasm in every interaction they had with us.
When the first of the finished devices were presented at CES 2022, we were right there in the background, answering emails and chats from enthusiasts who had seen the coverage and couldn’t wait to get their hands on the device.
Now that the first batches of WOWCube devices have shipped, and people have started to get these wonderful devices in their hands, we continue to assist with product support, shipping concerns, and feedback from the lucky owners of these game-changing devices.
From the start, we’ve considered ourselves fortunate to be partners with Cubios in their mission to usher in a new era for games and learning, and we hope to continue to be part of that journey in the years ahead.
