Zynga buzzient case_study

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  • 1. Case  Study:  Entertainment  Applica.ons   Customer  Support;  Social  CRM  with  Standalone  Buzzient   The  Company   •  Entertainment   applica-ons  developer   •  Millions  of  players   •  15+  applica-ons   •  >$1B  Revenue  in  2011     The  Challenges   •  Users  were  puAng   comments  in  nega-ve   reviews   •  Lower  review  scores   were  directly  effec-ng   downloads  and  usage   •  In-­‐app  purchases   decreased     The  Buzzient  Solu5on   •  Provided  a  way  to  monitor   reviews  in  real  -me     •  Buzzient  Sen-ment  Index   provides  applica-on   managers  yards-ck  for   tracking  new  feature   introduc-ons   •  Can  respond  directly  to   problem  posts  in  seconds     The  Results     • Staffing  costs   reduced  75%  while   4X  increase  in   social  media   analyzed   • Average  monthly   billings/user  up   80%  in  2011   • Revenue  growth  of   300%     Property  of  Buzzient,  Inc.   30