Telstra has revealed the addition of almost one million new mobile services in the six months to December 2011, but Sensis revenues plummeted 24 percent in 12 months.
Ubisoft’s head of consumer advice and technical
support services, Jacqui Lennon, says the company is keen to provide
round-the-clock, multi channel support to meet gamers’ interaction
preferences, and the new channel will allow gamers to search a
knowledge repository via the phone to quickly find answers to their
questions while experiencing uninterrupted gaming.
Lennon said the new voice self-service channel, available at any time
of the night and day, complements its existing RightNow deployments
that include web self-service and email management, and builds on
Ubisoft’s existing strategy of providing gamers with “excellent
24x7x365 customer care.”
According to Lennon, the new support channel has now gone live and a
recent trial of the channel resulted in 64 percent of gamers finding
the support they required without the need for agent assistance.
“At Ubisoft we have a mission to excite, educate and engage our
customers via unique breakthrough and innovative campaigns. This
applies, not just to the games we create, but also to how we take care
of our customers.
“By constantly focusing on how to broaden the availability of the
support we provide, our goal is to deliver gamers with an exceptional
support structure that ensures continuity and consistency of care
across all gaming platforms, including online, multi-player support
services.”
Lennon says the interactive voice response (IVR) software interacts
with gamers using prompts and speech recognition technology to gather
information from the caller that is used to search for and present the
relevant knowledge items, and she added, “RightNow Voice is an ideal
support channel to serve the evening and weekend game-playing trend.”
According to Lennon, the voice self-service channel will also help
speed up the time it takes to resolve technical support enquiries by
ensuring callers are briefed and well prepared with the required
information before speaking to an agent.
“The IVR system will advise the caller where to locate the relevant
information, and callers will be provided with a unique reference
number in case they need to follow up the call at any time on the
telephone or on-line.”
The majority of calls into the Ubisoft contact centre are pc
troubleshooting enquiries, rather than in game related queries, and she
adds, “therefore it’s a key requirement that the caller has the
specific Dxdiagnostic information available to ensure the agent is able
to offer an effective troubleshooting consumer service.”
RightNow’s general manager, Joe Brown, says that with RightNow, Ubisoft
will enable customers to get information when they need it, “providing
a positive customer experience and, as a result, help it build strong
relationships with its keen gamers.”
David Bass
| For the fourth year in a row, IDC has placed content security provider Websense (NASDAQ: WBSN) at the top of the IDC Worldwide Web Security 2011 –…
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