19%
Increase in nighttime payment success rate from 80% 2022 to more than 95% 2023
53%
E-wallet and QRIS transaction volume from Q1 to Q3 2023
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Born out of a desire for a trusted place for community interactions and transactions in the gaming world, VCGamers, which is a proudly Indonesian platform, serves as a facilitator for gaming communities across Indonesia.
Today, it boasts a newly launched digital marketplace, offering a comprehensive range of products with top-notch service, bringing together thousands of gamers, sellers, and buyers from all over the country.
VCGamers is committed to supporting all gamers’ needs conveniently and reliably, with a strong focus on online selling satisfaction and enhancing the gaming experience. It does so by prioritizing the security and ease of transactions on its platform.
Challenges
Payment failures resulting in poor customer experience during peak hours
The highest traffic for the gaming industry usually starts from about 9 pm in the evening to 2 am. During these peak hours, VCGamers experience a 3x – 4x spike in traffic.
As these peak hours don’t align with office hours, VCGamers often faced the issue of frequent payment failures, which have resulted in some complaints from its customers.
In these cases, buyers would make payments, but the purchase would remain in “pending” status. To make things worse, VCGamers also faced difficulties in tracking transaction statuses in real time.
In a competitive landscape such as gaming, such a poor customer experience is not acceptable. It’s crucial for VCGamers to maintain customers’ trust and ensure a good payment experience for customers.
Lower transaction fees are needed to attract and retain customers
In a red ocean industry like gaming, where competition is rife, the operational budget is tight, so transaction fees have to be shouldered by customers.
To remain competitive, VCGamers needs to provide payment methods with transaction fees that are low enough, such that customers don’t feel burdened.
Solutions
Xendit API’s 99.99% uptime ensures smooth transactions, 24/7
The high reliability of Xendit’s API meant that VCGamers can now ensure seamless transactions no matter the time of day and realize the full potential of the traffic spike during peak hours. At the same time, VCGamers can provide an excellent customer experience while decreasing manual intervention.
Offering DANA e-wallet and QRIS as main payment methods
To address customers’ needs for payment methods with low fees, other than offering virtual account as an option, VCGamers has also integrated with Xendit to provide QR payments and e-wallet as payment methods. These payment methods proved to be popular because of the low transaction fees, with QRIS and DANA being the most popular.
Results
Payment success rates of more than 95%, even late at night
After integrating with Xendit API, VCGamers enjoys payment success rates of more than 95% during the peak hours of 9 pm – 2 am. As a result, customer satisfaction has increased, and VCGamers no longer receives any complaints about failed late-night transactions.
53% increase in e-wallet and QRIS transaction volumes
VCGamers’ e-wallet transaction volumes have increased by 53% in the Q1 – Q3 2023 period through QRIS and DANA. These increases show that the new payment methods that were added are indeed preferred by customers, and are likely to complement VCGamers’ efforts to retain their customers.
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