New knowledge base powers web self-service system to move 90% of interactions online
Windsor, UK – 21st April 2010 – Realtime Worlds, the UK-based independent game developer, is launching an in-game and online self-service portal using nGen (Moxie Software) Knowledgebase, so gamers can receive immediate help while they’re playing. It’s anticipated the new knowledge management system will handle over six million online queries in 2010 alone and help Realtime Worlds deflect 90 per cent of customer service away from the contact centre.
Gamers can launch the new Realtime Worlds’ web self-service system through a help portal within the game, so they don’t need to stop playing in order to receive support, or use it via a web interface. Powered by nGen Knowledgebase, the system has an intuitive search function, ensuring gamers can quickly and easily find answers to their questions and continue their game play almost instantly.
Realtime Worlds is also rolling-out the nGenera CIM live chat and email management tools across its 70-person contact centre, as part of its move to embrace online customer service channels. Using nGen Chat, agents can hold multiple live instant messenger-type sessions with customers on the Realtime Worlds website. Productivity features such as keyboard shortcuts, frequently used sayings and a library of quick responses will help agents answer queries quickly.
nGen Email will allow Realtime Worlds to reduce email response times and improve the accuracy of information provided. The advanced email management tool includes a variety of features, such as intelligent routing rules to direct emails to the most appropriate agents, spell checking of all emails and the ability to select pre-written responses.
Will Leverett, Director of Customer Support., Realtime Worlds, said: “With some exciting games on the horizon, we are anticipating unprecedented levels of game playing in 2010. It’s vital we are equipped to handle support queries quickly, while ensuring costs are kept to a minimum. nGenera CIM gives us the ability to drive more interactions online, to ensure immediate assistance is available to our gamers and reducing calls into the contact centre. With the knowledge base also able to incorporate Wikis, forums and social media, we are set to evolve our customer contact with new interaction channels.”
The real-time and historical reporting capabilities of nGen Knowledgebase were key to Realtime Worlds’ decision to work with nGenera CIM. Leverett explains: “We evaluated many systems and nGenera CIM was the only company that could offer the in-depth reporting and analytics that we need. For the first time, we will be able to access a snapshot of real-time activity on our website, allowing us to spot spikes and react to issues immediately. The sheer variety of reports and ability to integrate with our business intelligence system will allow us to deliver good customer service through a highly cost-effective channel.”
Matthew Haines, European Managing Director of nGenera CIM, added: “Consumers are increasingly using the web to engage with brands, so comprehensive knowledge base systems, supported by email and live chat, offer companies an ideal way to provide help to customers. By turning to online channels, companies can ensure fast responses, reduce pressure on agents to increase productivity levels, and drive significant savings by deflecting queries away from high cost channels such as the telephone.”
For more information, please contact:
Tel: +44 (0) 20 8339 4420
About Realtime Worlds
Realtime Worlds is one of the largest and most successful independent game developers in the world. Founded in 2002 by Creative Director David Jones with gaming industry veterans Ian Hetherington and Tony Harman, and joined by CEO Gary Dale in April 2009, the company has grown to more than 300 exceptionally talented staff. Realtime Worlds’ experienced teams have a tremendous history of creating some of the world’s bestselling video games, including the global hit franchises ‘Lemmings’ and ‘Grand Theft Auto’.
Realtime Worlds launched its first title, Crackdown, on Xbox 360 in early 2007. The debut game broke records for demo downloads, sold approximately 1.5 million copies, and won multiple awards including prestigious BAFTA and Develop Industry Excellence awards. Realtime Worlds is currently working on All Points Bulletin (http://www.apb.com), a persistent, online action game with a contemporary urban setting and themed around celebrity, conflict, competition and creativity. In June 2009 Realtime Worlds entered into an exclusive marketing and distribution agreement with EA Partners to bring APB to PC in 2010.
About nGenera Customer Interaction Management
nGenera Customer Interaction Management is the global leader in next generation customer experience solutions. Customers report increased customer satisfaction and measureable cost savings within six months of deployment. With 250% customer growth over three years, more companies trust their customer experiences to nGenera Customer Interaction Management.