Parature Presentation Gaming August 2010

World-class customer service

for Gaming Companies

Virtual Worlds, MMOs, and F2Ps

Kids and Casual / Social

Media and Entertainment

Console, middleware, hardware, and payments

How does Parature bring value to our customers?

Subscribers doubled, only

added one new support rep

Ticket response time reduced

from 1-2 weeks to only a few

hours

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%

57% of logged tickets are solved by auto-responders

Allowed double growth with same CS headcount

How does Parature bring value to our customers?

Flexible

Support Portal

How does Parature bring value to our customers?

Parature for

Growing to 1000

Customers in 2010 Drive customers to self-

service Knowledgebase

Monitor posts for auto-

removal, ticket creation,

flagging

Provide Ticketing and

Live Chat native to

Facebook

Simple and Fast Implementation

Kick-Off CallBusiness Process Overview

Admin Set-Up

Feature Set-Up

Additional Configuration

(if required)

System Review

Data Import(if required)

Deployment

Timeframe: weeks4-8

Go Live!

Your First Year with Parature

• Introduce your dedicated team.

• Configure service and business requirements.

• Estimate timeline for completion. (4-6 weeks)

• Optimize your service.

• Review utilization and adoption reports—benchmark for

comparison.

• Configure reports for further customization.

• Provide additional end-user training.

• Review initial ROI.

• Optimize your service as needed.

• Review utilization and adoption reports—benchmark for

comparison.

• Quantify initial ROI

• Optimize reporting capabilities.

• Demonstrate hard ROI.

• Engage in service renewal.

• Refer a participant.

270-day Check-in

360-day Check-in

180-day Check-in

90-day Check-in

Orientation

How to reduce issues and maintain steady support

headcount

• Provide best practice self service capabilities• Filtered Knowledgebase

• Single sign-on

• Troubleshooter

• Forums

• Dynamic “Most Popular Topics”

• Provide automation and enable your support reps to “do more with less”• Reduce or eliminate manual ticket assignment

• Built-in reporting

How to measure and increase retention

• Retention tied to player loyalty• Minimize customer effort through ease-of-use support processes and

techniques

• Increase issue deflection through self-service functionality

• Promote game-stickiness through faster response and resolution times

• Improved reporting/visibility• Aggregate and partitioned reporting

• 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

[email protected]

For a copy of this presentation, please send request to email shown above.

Appendix:

Parature Screenshots

Front-end flexibility

Multiple channels for self-service and deflection; reduce inbound issues

Beyond initial self-service: easy ticket process, view and

search

Access other systems through widgets

Back-end automation

Greater efficiencies with automation, Mass Action capability, and realtime feedback visibility

Automated and Detailed Reporting and Metrics

Executive Summary Reporting

Live Chat

Robust chat that provides deflection, routing, automation, multi and internal chats

Customizable and flexible system

Create and report on any field

Customer Prioritization (Time Sensitive Alerts/SLA’s)