parature presentation gaming august 2010
TRANSCRIPT
![Page 1: Parature Presentation Gaming August 2010](https://reader030.vdocuments.us/reader030/viewer/2022032615/55a29f6f1a28ab096b8b476e/html5/thumbnails/1.jpg)
World-class customer service
for Gaming Companies
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Console, middleware, hardware, and payments
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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
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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
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How does Parature bring value to our customers?
Flexible
Support Portal
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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
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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!
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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
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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
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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
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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.
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Appendix:
Parature Screenshots
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Front-end flexibility
Multiple channels for self-service and deflection; reduce inbound issues
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Beyond initial self-service: easy ticket process, view and
search
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Access other systems through widgets
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Back-end automation
Greater efficiencies with automation, Mass Action capability, and realtime feedback visibility
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Automated and Detailed Reporting and Metrics
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Executive Summary Reporting
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Live Chat
Robust chat that provides deflection, routing, automation, multi and internal chats
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Customizable and flexible system
Create and report on any field
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Customer Prioritization (Time Sensitive Alerts/SLA’s)