IGN Entertainment Efficiently Serves Their Gaming Community with Parature Customer Service(TM) Software
Parature Enables Leading Internet Media and Services Provider to Deliver Superior Player Support
Vienna, VA (June 24, 2009) – Parature, a global leader in on-demand customer service software, announced today that leading Internet media and services provider, IGN Entertainment continues to deliver superior player support to their gaming community with Parature Customer Service software.
IGN’s network of videogame-related properties including IGN.com, GameSpy, and Direct2Drive, to name a few, is one of the Web’s leading videogame information destinations and attracts one of the largest concentrated audiences of young males on the Internet. As such, they require customer service automation for productivity and cost efficiency. Parature Customer Service(TM) software provides IGN with an integrated software suite including a customer portal, knowledgebase, ticketing, and chat as well as a host of other modules to efficiently manage all of their growing support needs at cost-effective price.
“In our industry, great customer service is key,” said Chris Henderson, Senior Manager, Customer Service, IGN Entertainment. “Our organization has millions of customers and 200,000 visitors to the support portal each month with a self-service rate of ninety-two percent, and fifty-seven percent of all support tickets are solved via auto-response. Parature Customer Service software has empowered us to provide a superior level of support to a growing community while reducing costs.”
Parature enables any organization to fundamentally change the way they support their customers through its Software-as-a-Service (SaaS) delivery and integrated, intuitive design that empowers organizations to better and more efficiently serve, support, engage with and retain customers in today’s Web world. The seamlessly integrated suite of Parature Customer Service(TM) software modules allows organizations to effectively manage all of their support needs without additional hardware, software and IT expenses. Parature integrates everything in one dynamic, unified system to increase efficiency across entire organizations, improving processes among customer support, operations, development and sales.
“Gaming organizations are consistently challenged to efficiently manage the support requests of their fast growing communities without increasing headcount,” said Duke Chung, Parature President and CEO. “Parature is committed to setting the standard for support teams worldwide with our customer service software suite which integrates a customer portal, knowledgebase and ticketing in one dynamic, tightly unified system that can manage all the support needs of any organization. We will continue championing the way by bringing the most innovative software to market, providing the smartest, most efficient way for organizations to support their customers; strengthening ongoing customer communication, increasing retention and reducing costs.”
Source: Parature