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

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 Read more »

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 »

One thing I know for sure about folks in the customer service and support community. They love to connect, share ideas, help each other out wherever and whenever they can. That’s really not surprising, since customer service professionals are in the business of maintaining and growing valuable, sustainable customer relationships every day.

That’s the idea behind our new blog site. We’ll share best practices. Talk about what’s working and what’s not. We’ll take on hot button topics like techniques for dealing with difficult customers, how to improve customer service and cut costs in a downturn, how to ramp up your customer satisfaction numbers.
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