Jul 22
Beyond the Game: Empower Your Players with Self-Service Support
Customer Service Experience, Webinars 7 Comments
Watch the recorded version here
iWin, leading online developer, publisher and distributor of casual games for the mass market, enabled on-demand customer service software to empower their players with self-service support, 24/7 from anywhere in the world; providing efficient and effective support through targeted knowledgebase articles and the use of video.
In the webinar David Schroeder, Director of Customer Care discussed:
- How to persuade users to try self-help options before contacting your support staff
- How to use video to increase support portal adoption rates and reduce operating costs
- How to make your support portal easy to understand through the use of video
How have you empowered your community? If you missed the webinar, the recorded version is available here. Continue the webinar discussion here.
A copy of this presentation is available in our SlideShare profile.
Good presentation. One question: If 70% of the answers provided by staff are from the knowledge base, why could customers not find the information in the knowledge base themselves? Does parature not automatically present potential matches to question to the user before submitting their question?
Good presentation by iWin. Would you mind sharing more information on why you ranked RightNow so low in several of your matrix items? Rightnow has lots of customers and I was surprised by Iwin’s assessment. Thanks!
Hello Jason,
You asked:
Q: One question: If 70% of the answers provided by staff are from the knowledge base, why could customers not find the information in the knowledge base themselves?
A: There are two answers to your question.
1) We have internal replies for what we consider sensitive information on current bugs or product defects that we do not surface externally.
2) As much as we rely on the Knowledge Base providing the majority of the answers to the support portal visitors (usually at least a 10 to 1 ratio of KB articles viewed to tickets submitted) there are people who skip the KB content and proceed directly to submit a ticket. Luckily, with the business rules we have set up with the Parature system we can handle these tickets for known issues in less than a minute.
Q: Does parature not automatically present potential matches to question to the user before submitting their question?
1) Yes, Parature does have a feature to allow ticket submissions only after the visitor reads some KB content. We decided to not implement that feature due to our demographics and our desire to make it as easy as possible to do business with our support team.
I hope that answered your questions to your satisfaction. Thank you very much for attending the webinar.
David
Hello Carmon,
You asked:
Good presentation by iWin. Would you mind sharing more information on why you ranked RightNow so low in several of your matrix items? Rightnow has lots of customers and I was surprised by Iwin’s assessment. Thanks!
I think the low marks (out of a scale of 1 to 5) that you mentioned for RightNow were:
Implementation services – 3
Ongoing support – 3
Reputation – 3
Interest in our business – 2
They received the above marks from me for the following reasons:
Implementation services – 3
The version of RightNow that iWin implemented was called RightStart. That is sort of a RightNow light for young companies that charges you incrementally for page views, KB articles viewed, tickets, etc. on a monthly basis. Due to that potential increase in the base monthly bill – iWin opted not to turn on any self-service features at all. In essence all iWin used with RightNow was their email system.
Ongoing support – 3
Our method of contact to RightNow was limited to one support person’s email address. That individual often did not reply for 48+ hours and largely was ineffective in resolving our issues or instructing us on how to improve our implementation.
Reputation – 3
I did not have to look outside of the iWin experience to gain an impression of RightNow. Unfortunately for RightNow that impression was considered poor by myself and the rest of the staff.
Interest in our business – 2
RightNow allowed iWin to struggle with a system that lacked any of the self-service features that could have helped the customers and support staff for almost a year. Only when they understood we were going out for bid again on the help desk solution did the sales team give us any attention. To the sales team’s credit it was an improvement from the experience we had with the support staff – but it was too little too late.
I hope that background helps you understand the marks given in the presentation.
Thank you very much for attending the webinar.
David
Please let me know if you have further questions on the material I presented.
Thanks,
David
Hi David,
Clearly iWin is investing significantly in video technology, especially in support. Do you have any deflection metrics that you can isolate specifically back to video?
Hello Darrell,
I do not have any deflection metrics that quantify the impact of prepared online videos. There are two numbers you can look at – they are:
1) the number of times the KB article containing the video has been viewed
2) the viewer rating of the KB article containing the video has been viewed
I hope that helps.
David