Ubisoft selects RightNow for customer support

By Peter Dinham
Friday, 03 July 2009 07:10

Entertainment

Interactive entertainment and games vendor, Ubisoft, has selected RightNow to deploy a new customer support channel.

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.”