Your Source for Providing a Better Customer Service and Customer Support Experience

Young gaming customers are a special group, and their customer support needs are in a class by themselves.

Perhaps few understand this better than Steve Wilson, Customer Service Manager at Cartoon Network’s MMOG – FusionFall, whose customers are primarily boys age 8-13.

To determine what kind of customer support would best serve this audience, Steve’s team turned to focus groups. (To get the most participation, the focus group asked a lot of questions about the game itself, then Steve’s group ‘snuck in’ some questions about their support needs.) Not surprisingly, the findings showed that traditional support vehicles – phone, knowledgebase – didn’t work for this group. Instead, they discovered several recurrent themes. Read more »

We understand the importance of being able to have a dashboard view of all your Parature reports in one place. So, we’ve teamed up with another Vienna, VA-based company – Sitscape – to deliver a new dashboard experience for all Parature Service Desk Users. With SitScape, you can create personalized dashboards of your Parature system in just minutes.

In your SitScape dashboard, you can assemble Parature reports, tickets, chat, rich media apps like Parature Video, track knowledgebase content and include document views as well. You can even track Parature’s Facebook page from the dashboard. Read more »

With the downturn in the economy, should companies be spending on Customer Service? Unequivocally, yes. It’s the number one initiative that directly affects a company’s most valuable asset: customers.

What should companies invest in? Customer Service Social Media – It reduces operational costs and improves first call resolution, customer loyalty as well as provides a host of other benefits to marketing, sales, product development, and other critical departments. Companies that want to transform their relationships with customers need to move Social Media to the top of their priority list. It should be the number one customer service initiative in 2009.

The webinar provided the basis for developing an ROI for social media and the customer service center. If you missed the webinar, the recorded version is available at http://www.parature.com/webinar.aspx?ID=09-0004. Continue the webinar discussion here.

A copy of this presentation is available in our SlideShare profile.

Parature Training Center

Parature is happy to announce the launch of the Parature Training Center! Located directly on the Support Center to serve as a unified location for all of your self-service training needs; you will find documents, worksheets and videos to help you become an expert on all Parature modules and features!

Check out the Training Center today!

We value your opinions, so please tell us what do you like or dislike about the Training Center? Suggestions for improvement? Let’s hear it!

Heavy support traffic

Support traffic can spike for any number of reasons: a less-than-perfect launch or an unexpected bug in a product is discovered, a new ad campaign takes off, or maybe a hot new product is released.

That’s what Chris Henderson, Senior Manager – Customer Service for IGN Network faced. IGN is an online entertainment community of Web sites all centered around the busy world of video games. And in Chris’ case, last September three of IGN’s most popular games all went live in the same month. Her challenge — how to help all these customers at once, without driving up wait times. Read more »