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How IGN is Optimizing Self-Service for First Contact Resolution

Chris Henderson, Senior Manager, Customer Service at video gaming giant IGN Entertainment (a division of Fox), spoke at ParaFest last month and shared some great tips.

She’s been with IGN since 1997 and, as a video gamer herself, really knows her customers. And she’s proven time and time again that you can achieve high rates of first contact resolution even with tight staffing restraints.

Here are just a few tips:

1. When it comes to designing your portal, design for success. Design your support center with the same care your company uses presenting their product. Read more »

Download the IGN success story

In the U.S. alone, computer and videogame software sales topped $11.7 billion in 2008. In this hot market, millions of devoted gaming fans are online looking for the latest content, news and tips to enrich the gaming experience – and many of them are going to IGN Entertainment sites.

A unit of Fox Interactive Media, Inc., IGN is a leading Internet media and services provider, bringing news, reviews, videos, previews and forums to videogame and entertainment enthusiasts. In fact, IGN sites attract one of the largest concentrated audiences of young males online.

In a given month, tens of millions of unique users visit one of IGN’s targeted sites, which include IGN.com, GameSpy.com, Direct2Drive.com and AskMen.com. Across all sites, the company’s customer service department fields 12,000 support inquiries every month, from login questions to help finding specific content.

Download this customer success story and learn how leading Internet media and services provider IGN maintains a high level of service without costly staff additions.

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 »