Changing the Way People Play for More Than 30 Years
Activision is a leading worldwide developer, publisher, and distributer of interactive entertainment and leisure products for various consoles, platforms, and PCs.
BRINGING CUSTOMER SERVICE ONLINE
Digital has disrupted the gaming experience, and transformed the way Activision makes and sells video games today.
With the rising popularity of online services, players’ expectations have changed, and providing customer care to video game enthusiasts across the world has expanded from telephone to providing support by web, live chat, and monitoring social channels.
Activision discovered that more than 17 percent of support agents’ caseloads came from players experiencing performance issues with online gaming services, and players turned to the internet, social media or calling the contact center for answers.
Outages were reported via email by Demonware, Activision’s online services provider, and manually gathered by the Activision Support team for each title and corresponding platform. Several administrative tasks were performed, all prior to communicating the outage on separate public-facing websites for each game.