How IGN Entertainment Increased Self-Service Rates to Over 90% Using Parature Customer Service Software
Customer Service in a growing marketplace needs to keep the costs of support down while increasing the level of customer satisfaction. So, how do you align your service in tough economic times?
Creativity, technology and a clear strategy that focuses on giving your customers a high level of service using innovative communication.
The IGN Strategy:
- Know your customer; Reporting and feedback is critical
- Plan accordingly; Use time sensitive alerts (TSAs) and routing rules to communicate and move requests into priorities
- Empower your CSRs; Let Parature do the work so your CSRs can work more efficiently
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:
- 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