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Parature Presentation Gaming August 2010

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A brief overview of some of the challenges in customer support for gaming and media organizations, with software solutions provided by Parature.

A brief overview of some of the challenges in customer support for gaming and media organizations, with software solutions provided by Parature.

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  • Before launching into the slides, I suggest framing the conversation and setting an agenda. Thank you for your time and consideration this morning / afternoon. Before we begin, I want to confirm how much time we have together – do we still have 30, 60, 90 minutes? Terrific. As I mentioned in my e-mail – there are 3 objectives I have for today’s call:Profile a handful of findings amongst our most progressive companies and how their insights have helped shape our product development effortBetter understand the key priorities within the customer support function at XYZ CompanyIf your priorities align with Parature capabilities – profile how we can influence your customer baseDoes this sound reasonable? Anything you want to add? Great…we’ll let me get into slide 2.
  • As a result of the shifting economic landscape, the changing management priorities, and the evolving preferences of our customers – we’re seeing an expanded set of responsibilities for the customer support function. In fact we’re seeing 4 key responsibilities emerge – let me take you through the 4 and then take a deeper dive into the pieces of what we believe make up each of the responsibilities. I’ll be curious to understand which of these resonate with you.As you can imagine the cost mandate continues to present – the theme of doing more with less certainly wasn’t lost in the recent recession.As you look towards the right of the page you’ll notice sales strategy. It’s been interesting across the past several quarters to understand the use cases where we’re beginning to help some of our portfolio companies influence their overall sales strategy and impact top-line revenue.Towards the bottom of the page you’ll see the third key responsibility - customer loyalty…or said differently the customer experience. The loyalty or experience a customer has with your product and / or service has proven a direct correlation to repeat purchase behavior. And as you can image making this all visible through enhanced metrics and reporting has become a basic expectation. The way in which we this ‘monopoly board-like tool” – is to help our customers and prospects identify the key areas that represent the greatest potential business impact (drive top-line revenue or lower the cost base) balanced by an organization’s readiness to implement. In other words what I’d first like to ask you to do is quickly read the components of each responsibility…1-15 and identify which areas are of greatest interest and the second understand how they stack up against your organization’s ability to execute. Once we identify the top 2-3 priorities – I’d be happy to profile how we’re aligning with other organizations to help impact their organization.I’ll give you a minute to read each of the components – let me know if you need any clarification?Are there any missing initiatives you’re pursuing that aren't represented on this board?
  • As a result of the shifting economic landscape, the changing management priorities, and the evolving preferences of our customers – we’re seeing an expanded set of responsibilities for the customer support function. In fact we’re seeing 4 key responsibilities emerge – let me take you through the 4 and then take a deeper dive into the pieces of what we believe make up each of the responsibilities. I’ll be curious to understand which of these resonate with you.As you can imagine the cost mandate continues to present – the theme of doing more with less certainly wasn’t lost in the recent recession.As you look towards the right of the page you’ll notice sales strategy. It’s been interesting across the past several quarters to understand the use cases where we’re beginning to help some of our portfolio companies influence their overall sales strategy and impact top-line revenue.Towards the bottom of the page you’ll see the third key responsibility - customer loyalty…or said differently the customer experience. The loyalty or experience a customer has with your product and / or service has proven a direct correlation to repeat purchase behavior. And as you can image making this all visible through enhanced metrics and reporting has become a basic expectation. The way in which we this ‘monopoly board-like tool” – is to help our customers and prospects identify the key areas that represent the greatest potential business impact (drive top-line revenue or lower the cost base) balanced by an organization’s readiness to implement. In other words what I’d first like to ask you to do is quickly read the components of each responsibility…1-15 and identify which areas are of greatest interest and the second understand how they stack up against your organization’s ability to execute. Once we identify the top 2-3 priorities – I’d be happy to profile how we’re aligning with other organizations to help impact their organization.I’ll give you a minute to read each of the components – let me know if you need any clarification?Are there any missing initiatives you’re pursuing that aren't represented on this board?
  • I started to not like the maturity arrow curve in the chart you sent because eventually it plateaus…the straight growth arrow in this slide implies more immediate return and opportunity for continuous improvement.

Transcript

  • 1. World-class customer servicefor Gaming Companies
  • 2. Virtual Worlds, MMOs, and F2Ps
  • 3. Kids and Casual / Social
  • 4. Media and Entertainment
  • 5. Console, middleware, hardware, and payments
  • 6. How does Parature bring value to our customers?
    • Subscribers doubled, only added one new support rep
    • 7. Ticket response time reduced from 1-2 weeks to only a few hours
    • 8. Out of more than 5 million subscribers, fewer than 1% submitting tickets
  • How does Parature bring value to our customers?
    • Self-service rates of 92%
    • 9. 57% of logged tickets are solved by auto-responders
    • 10. Allowed double growth with same CS headcount
  • How does Parature bring value to our customers?
    Flexible Support Portal
  • 11. How does Parature bring value to our customers?
    Parature for
    Growing to 1000 Customers in 2010
    • Drive customers to self-service Knowledgebase
    • 12. Monitor posts for auto-removal, ticket creation, flagging
    • 13. Provide Ticketing and Live Chat native to Facebook
  • Simple and Fast Implementation
    Deployment Timeframe:
    Go Live!
    4-8
    weeks
  • 14. Your First Year with Parature
    Orientation
    • Introduce your dedicated team.
    • 15. Configure service and business requirements.
    • 16. Estimate timeline for completion. (4-6 weeks)
    90-day Check-in
    • Optimize your service.
    • 17. Review utilization and adoption reports—benchmark for comparison.
    • 18. Configure reports for further customization.
    • 19. Provide additional end-user training.
    180-day Check-in
    • Review initial ROI.
    • 20. Optimize your service as needed.
    • 21. Review utilization and adoption reports—benchmark for comparison.
    270-day Check-in
    • Quantify initial ROI
    • 22. Optimize reporting capabilities.
    360-day Check-in
    • Demonstrate hard ROI.
    • 23. Engage in service renewal.
    • 24. Refer a participant.
  • How to reduce issues and maintain steady support headcount
    • Provide best practice self service capabilities
    • 25. Filtered Knowledgebase
    • 26. Single sign-on
    • 27. Troubleshooter
    • 28. Forums
    • 29. Dynamic “Most Popular Topics”
    • 30. Provide automation and enable your support reps to “do more with less”
    • 31. Reduce or eliminate manual ticket assignment
    • 32. Built-in reporting
  • How to measure and increase retention
    • Retention tied to player loyalty
    • 33. Minimize customer effort through ease-of-use support processes and techniques
    • 34. Increase issue deflection through self-service functionality
    • 35. Promote game-stickiness through faster response and resolution times
    • 36. Improved reporting/visibility
    • 37. Aggregate and partitioned reporting
    • 38. Surveys and feedback to measure real-time customer pulse
  • Drew Cozart
    Senior Director, Gaming and Media
    Office Phone: +1 (703) 564-7744
    Cell Phone: +1 (703) 408-6097
    dcozart@parature.com
    For a copy of this presentation, please send request to email shown above.
  • 39. Appendix:
    Parature Screenshots
  • 40. Front-end flexibility
    Multiple channels for self-service and deflection; reduce inbound issues
  • 41. Beyond initial self-service: easy ticket process, view and search
  • 42. Access other systems through widgets
  • 43. Back-end automation
    Greater efficiencies with automation, Mass Action capability, and realtime feedback visibility
  • 44. Automated and Detailed Reporting and Metrics
  • 45. Executive Summary Reporting
  • 46. Live Chat
    Robust chat that provides deflection, routing, automation, multi and internal chats
  • 47. Customizable and flexible system
    Create and report on any field
  • 48. Customer Prioritization (Time Sensitive Alerts/SLA’s)