parature presentation gaming august 2010
TRANSCRIPT
World-class customer service
for Gaming Companies
Console, middleware, hardware, and payments
How does Parature bring value to our customers?
Subscribers doubled, only
added one new support rep
Ticket response time reduced
from 1-2 weeks to only a few
hours
Out of more than 5 million
subscribers, fewer than 1%
submitting tickets
How does Parature bring value to our customers?
Self-service rates of 92%
57% of logged tickets are solved by auto-responders
Allowed double growth with same CS headcount
How does Parature bring value to our customers?
Flexible
Support Portal
How does Parature bring value to our customers?
Parature for
Growing to 1000
Customers in 2010 Drive customers to self-
service Knowledgebase
Monitor posts for auto-
removal, ticket creation,
flagging
Provide Ticketing and
Live Chat native to
Simple and Fast Implementation
Kick-Off CallBusiness Process Overview
Admin Set-Up
Feature Set-Up
Additional Configuration
(if required)
System Review
Data Import(if required)
Deployment
Timeframe: weeks4-8
Go Live!
Your First Year with Parature
• Introduce your dedicated team.
• Configure service and business requirements.
• Estimate timeline for completion. (4-6 weeks)
• Optimize your service.
• Review utilization and adoption reports—benchmark for
comparison.
• Configure reports for further customization.
• Provide additional end-user training.
• Review initial ROI.
• Optimize your service as needed.
• Review utilization and adoption reports—benchmark for
comparison.
• Quantify initial ROI
• Optimize reporting capabilities.
• Demonstrate hard ROI.
• Engage in service renewal.
• Refer a participant.
270-day Check-in
360-day Check-in
180-day Check-in
90-day Check-in
Orientation
How to reduce issues and maintain steady support
headcount
• Provide best practice self service capabilities• Filtered Knowledgebase
• Single sign-on
• Troubleshooter
• Forums
• Dynamic “Most Popular Topics”
• Provide automation and enable your support reps to “do more with less”• Reduce or eliminate manual ticket assignment
• Built-in reporting
How to measure and increase retention
• Retention tied to player loyalty• Minimize customer effort through ease-of-use support processes and
techniques
• Increase issue deflection through self-service functionality
• Promote game-stickiness through faster response and resolution times
• Improved reporting/visibility• Aggregate and partitioned reporting
• Surveys and feedback to measure real-time customer pulse
Drew Cozart
Senior Director, Gaming and Media
Office Phone: +1 (703) 564-7744
Cell Phone: +1 (703) 408-6097
For a copy of this presentation, please send request to email shown above.
Appendix:
Parature Screenshots
Front-end flexibility
Multiple channels for self-service and deflection; reduce inbound issues
Beyond initial self-service: easy ticket process, view and
search
Access other systems through widgets
Back-end automation
Greater efficiencies with automation, Mass Action capability, and realtime feedback visibility
Automated and Detailed Reporting and Metrics
Executive Summary Reporting
Live Chat
Robust chat that provides deflection, routing, automation, multi and internal chats
Customizable and flexible system
Create and report on any field
Customer Prioritization (Time Sensitive Alerts/SLA’s)