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Tovana
27/5/2026

How Snaau set up the right support stack for an e-commerce audience that moves fast

Tovana helped Snaau launch a fast and scalable support system by selecting the right helpdesk tools, implementing a chatbot, and creating optimized help center content for their e-commerce audience.
Client:
Snaau
Industry:
E-commerce / Entertainment (sports video games, platform gift cards)
Services:
Tool selection, helpdesk implementation, chatbot setup, help center content

The situation

Snaau is an e-commerce platform selling sports video games and entertainment gift cards. With a fast-moving, consumer-facing product and no helpdesk or chatbot in place, their support setup wasn’t built for the volume or speed their audience expected. They needed the right tooling selected and implemented quickly, with help center content ready to handle the most common customer questions from day one.

What we did

We started by helping Snaau choose the right tools for their specific e-commerce context — not every helpdesk is built for consumer retail, and getting the stack right before building on top of it mattered. Once the tooling was in place, we implemented the helpdesk and chatbot and wrote optimised help center content structured around the questions Snaau’s customers were most likely to ask. Speed of delivery was a priority throughout — from tool selection to a live help center, the turnaround was fast.

The result

Snaau launched with a support system fit for their audience — the right tools, a chatbot that handles common queries, and a help center with content that answers questions before they become tickets.

“Tovana helped us pick the right tooling for our e-commerce and made sure our help center had optimized content and very fast delivery.”
— Jhoan, CEO — Snaau

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