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Parature Improves Social Gaming Customer Service
December 22, 2008
In a bid to match its customer support levels with the success of its social networking games, Playfish has chosen on-demand customer service software provider Parature.
A challenge developers of the latest social gaming phenomenon face is keeping up with customer demands and managing player support requests. To improve communications with customers, it is important to have quality support teams.
With Parature’s (News - Alert) Customer Service software, the company is able to better support its customers without the need for additional hardware or on premise systems and IT expenses. Instead, Parature delivers its solution through software as a service (SaaS (News - Alert)) implementation.
The company's software for gaming helps to ensure that internal communication, proactive customer support and customer self-service are all conducted in one unified system.
The video games Playfish develops are published on social networks like Facebook (News - Alert) and include top-10 hits such as: Bowling Buddies, Pet Society, Who Has The Biggest Brain? and Word Challenge.
With more than 18 million active monthly players, the company needs to ensure that their customer service levels remain top notch. When it came time to search for an on-demand software provider that met their needs, the company chose Parature Customer Service software over other vendors as they were able to meet the company's aggressive implementation schedule. Going with Parature helped Playfish to deploy a live product in just two weeks.
Sami Lababidi, Chief Technology Officer said, “We take customer support very seriously and work hard to differentiate ourselves as a responsible, trusted game publisher on social networks."
“Parature provided us with an excellent service, a rapid and light weight implementation and an excellent team to back us up. Parature’s solution was our natural choice as it provides us with the capabilities we need to efficiently manage our customer support and provide the level of service our players deserve.”
Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.
Edited by Stefania Viscusi
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