RightNow Powers More Than Forty Global Gaming Companies’ Exceptional Multi-Channel Customer Experiences

Published on April 28, 2011 in Internet, Technology


Activision, Big Fish Games, EA, and Sony Online Entertainment Use RightNow CX to Get Customers Back in the Game

BOZEMAN, Mont. (April 28, 2011) – RightNow (NASDAQ: RNOW) helps more than forty global gaming companies deliver unparalleled multi-channel customer experiences to drive revenue, increase efficiency, and build loyalty. Using RightNow CX, the customer experience suite, leading gaming brands including Activision, Big Fish Games, EA, NC Interactive, and Sony Online Entertainment can quickly and consistently respond to customer needs via the web, contact center, and social networks.

“RightNow’s leading multi-channel customer experience solutions, combined with our deep expertise based on numerous gaming implementations, make us the customer experience solution of choice for the gaming industry. We are proud to help so many leading gaming companies get their customers back into the game with fast and effective customer service.”

Jason Mittelstaedt, chief marketing officer, RightNow

Activision Answers the Call of Duty® by Providing Great Customer Experiences

Activision, maker of popular games Call of Duty and Guitar Hero, uses RightNow CX to power its next generation social contact center. With RightNow CX, Activision’s agents not only efficiently respond to gamers’ requests via traditional interaction channels, they can monitor, listen and respond to gamers’ commentary via social media channels such as Twitter and Facebook to provide exceptional support. When Activision launched the latest version of Call of Duty, it was able to reduce email and phone traffic by 25 percent by enabling gamers to find answers via their preferred social channels.

Activision also delivers the information gamers need to help themselves via the phone so they can get back in the game as fast as possible. With RightNow CX’s interactive voice response (IVR) capabilities, 70 percent of gamers that call Activision are able to automatically access answers to help themselves without speaking to an agent.

In addition, RightNow has been an invaluable source of customer insight for Activision. By capturing support data across all channels, Activision is equipped with a rich source of actionable information to promptly identify and respond to customer concerns and development preferences, leading to a higher-quality product and a more satisfied customer.

“RightNow is a powerful platform for effectively serving and understanding your customers. It has delivered tremendous ROI by helping us to more efficiently manage customer support costs.”


Big Fish Games Provides Players with Stress-Free Support

Big Fish Games is

With RightNow CX, Big Fish Games

Sony Online Entertainment Provides Premium Global Support

Sony Online Entertainment (SOE) is a recognized worldwide leader in massively multiplayer online (MMO) games with titles such as EverQuest®, and Star Wars ®; Galaxies. SOE uses RightNow CX to effectively manage web, email, chat, and phone support from a single, unified customer experience platform to deliver the premium service expected from a world-class brand. RightNow also provides SOE with a complete global view of customer activities. With interfaces in French, German and Japanese, SOE delivers consistent and relevant knowledge to customers, regardless of location or time zone.

SOE has even integrated RightNow with its custom in-game support tools to provide players with information at every point of contact. SOE is able to capture customer data directly from the customer’s gaming session to automatically route the incident to an agent with the most appropriate skills. With this enhanced access to relevant information, contact center agent productivity has improved 40 percent, and agents can more quickly diagnose and respond to support incidents. In addition, customers have the same great information at their fingertips on the web, and as a result, phone traffic has become only 2 percent of the contact center agents’ workload.

“RightNow offered us the ability to streamline customer care processes across all of our communication channels. Just as importantly, it allowed us to deploy its diverse capabilities incrementally

Sony Online Entertainment

About RightNow

RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2,000 organizations around the globe. To learn more about RightNow, go to www.rightnow.com.

RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of The NASDAQ Stock Market LLC.



Source: RightNow

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