How Sorare
Reduced Escalations
by 20% With AI Support
From Quidget

Sorare is one of Europe’s fastest-growing startups. They raised $680M in Series B funding at a $4.3B valuation, backed by top investors and global athletes.
Their platform lets fans collect, trade, and play with digital football cards—and their user base has grown rapidly.

With that growth came a rising number of support questions. The Sorare team knew they couldn’t handle thousands of incoming queries without a smarter system.

The Support Setup

Quidget is installed on sorare.com/help

AI chatbot handles first-touch support
If AI can’t help → a link to the Zendesk form shows up
That form creates a ticket in Zendesk
Where humans reply: via email using Zendesk
Team size: No dedicated support team; 5+ Sorare team members from various departments share the workload
Ticket volume: ~3,000 per month
AI resolution goal: 50–60%

The Problem

The Sorare team needed a way to:

Answer high-volume, repeat questions instantly
Free up internal team members to focus on harder cases
Keep the experience human-like
Make sure all customer data was handled securely

We aren’t looking for a chatbot that felt robotic. We don’t want to hire a large support team just to keep up with basic tickets.

What Changed With Quidget

In less than a month, Quidget’s AI chatbot was live on their
help center—trained on existing FAQs and connected to Zendesk
for human follow-up.

The chatbot now handles routine questions about account setup, gameplay rules, and payment issues. When a request is too complex,
the user fills out a quick form and passes into Zendesk. Then Sorare
team members respond via email, often within hours.

No additional training or engineering was needed to launch. The Quidget team handled setup, configuration, and translation logic.

The Outcome

🔻 Escalated tickets dropped by 20%+

🧠 AI handles simple questions instantly, 24/7

⏱️ Human team spends more time on complex support

📬 No disruption to Zendesk-based workflows

🔒 Full transparency around data handling and storage

Why It Works

This setup was ideal for a fast-moving team that needed better coverage—
without hiring or changing their internal workflows. Sorare’s support is now:

Always-on help