customer service Archives - Arise https://www.arise.com/tag/customer-service/ Omnichannel Contact Center Solutions Wed, 21 Feb 2024 16:10:31 +0000 en-US hourly 1 https://wordpress.org/?v=6.4.3 https://www.arise.com/wp-content/uploads/2023/09/favicon.svg customer service Archives - Arise https://www.arise.com/tag/customer-service/ 32 32 Outsourcing Gaming Support: Why It’s a Game-Changer​ https://www.arise.com/blog/why-your-gaming-studio-should-consider-outsourcing-support/?utm_source=rss&utm_medium=rss&utm_campaign=why-your-gaming-studio-should-consider-outsourcing-support Mon, 29 Jan 2024 17:11:35 +0000 https://www.arise.com/?p=9245 This blog post delves deep into why outsourcing gaming support can be a monumental shift for your game studio. From player support to localization services, read on to know how outsourcing can make your gaming world better.

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Outsourcing Gaming Support:

Why It's a Game-Changer

The gaming industry has evolved beyond just gameplay; it’s now more than ever about the entire experience with the brand, from start to finish. With player demands skyrocketing, studios are often left in a scramble trying to balance game development with effective player support. That’s where outsourcing steps in, offering a slew of advantages like cost-efficiency, top-notch player support, game testing, and more.

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What Does Outsourcing Gaming Support Entail?

Outsourcing gaming support is not just about offloading customer service; it encompasses a wide range of services:

  • Localization Services
  • Player Support
  • Community Moderation
  • VIP Services
  • Game Testing and Quality Assurance
  • Consulting Services
  • AI Solutions
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Localization Services

Entering new markets? Outsourcing localization services can translate your game into over 50 language pairs, expanding your global footprint. This service goes beyond just text translation, including nuances such as context, idioms, and cultural references.

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Player Support

An outsourced contact center can provide robust support to address any player issues, from game activation to gameplay problems. These services often cover all channels like email, chat, social, and voice support. So you keep the players engaged while your team focuses on new content or crafting the next big game.

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Community Moderation

Online gaming communities are vibrant but can quickly turn toxic. Content moderation keeps the player environment healthy and safe by proactively managing risks, fraud prevention, and addressing player wellness. It also aims to reduce churn by engaging players even more and making them hyped about new content, events and updates.

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VIP Services

For those high-value players and top-spenders, VIP services can go the extra mile. Think of it as a concierge service for your top-tier players, covering specialized support services and even exclusive in-game offerings, to make them even happier about playing and making purchases.

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Game Testing and Quality Assurance

While your team is building those jaw-dropping graphics, addictive mechanics, and breathtaking storylines, an outsourcing partner can ensure there are no bugs or performance issues, conducting rigorous game testing and quality checks. Outsourcing it gives you flexibility and cost-efficiency that couldn’t be achieved in-house.

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Consulting Services

If you’re not sure where to start or looking to scale, consulting services can provide tailored solutions, from traditional player support to advanced anticipatory customer experience (CX).

AI Solutions

Applying the power of AI to your Quality Assurance and Player Support workflows is the next big thing. Forget about chat-bots, re-emerging bugs and frustrated players – proper AI back-end integration will help your QA and Support agents to be more organized, efficient and helpful than ever.

Real-World Applications: Case Studies

Trusted by big names like Warner Brothers outsourced support services have proven their mettle. For example, Arise Gaming, a leader in the field, has scaled programs for both mainstream and indie titles over the past decade. Their community management and player support services have helped developers manage their communities in multiple languages vastly increasing player satisfaction and dropping costs per support ticket. Check out Arise Gaming Case Studies for more insights.

The Perks: Why Outsource?

Cost-Efficiency:
Save big on operational costs.

Expertise:
Leverage industry experts who know gaming inside out.

Global Reach:
With servicing provided in the United States, Canada, the UK, Jamaica, and India, you’re well covered.

Quality:
Professional quality checks and player support systems in place. 

Wrapping Up

So, the bottom line? Outsourcing gaming support offers a comprehensive, cost-efficient solution for game studios aiming to balance high-quality game development with exceptional player support. From player engagement to quality assurance, it’s all covered.

John Pompei
SVP of Gaming
Customer Success

John is responsible for Customer Success and Operations for Arise Gaming and Arise Consulting services. John has been recognized as a CX thought leader, developing strategies, and implementing solutions for customers across the globe. His ability to blend the use of technology with the human element, has enabled him and his teams to be recognized for excellence in Customer Experience and Support.

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]]> Flex Capacity Saves Home Security Client Client https://www.arise.com/case-studies/contact-center-flex-capacity-home-security/?utm_source=rss&utm_medium=rss&utm_campaign=contact-center-flex-capacity-home-security https://www.arise.com/case-studies/contact-center-flex-capacity-home-security/#respond Wed, 01 Nov 2023 19:02:54 +0000 https://newsite.arise.com/?p=3769 Home security client dodges customer service disaster with Arise’s flex capacity

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Home security client dodges customer service disaster with Arise’s flex capacity

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Case Study Background:

For a major home security client, April 2022 was shaping up to be a dangerous month. This security leader’s traditional BPO partners were struggling to deliver the needed live agent capacity which meant customers were likely to be abandoned and revenue opportunities missed.

Ninety percent of all Americans say that customer service is a key factor in their decision to do business with a company, meaning this impending CX struggle could have a long-term impact on customer growth.

Use case #1

Gig-CX capacity flexes up to 110%, keeping client’s service “afloat”

Challenge

Solution

  • worried_couple_on-phone

    Challenge

    Thirty-three percent of all customers say they’ll go to a competitor after just one poor experience with customer care, making being there for your customers essential in today’s fiercely competitive landscape. Adding to this pressure, the labor shortage makes meeting CX goals even more difficult. Because the BPOs were unable to meet their agent staffing commitments, this home security giant was left with insufficient capacity to meet their CX goals in April 2022.

  • Dynamic_Customer_Care_Solutions

    Solution

    Facing the potential of failing their customers due to lack of adequate service, this home security leader turned to The Arise® Platform and the flex capacity model to resolve this dilemma. The Arise® Platform uses the power of Gig-CX to connect brands with a network of 70k highly capable service partners who can provide high-quality care while improving productivity and efficiency.


    Because the network of Service Partners using The Arise® Platform is so broad, Arise is able to flex up to 200% intraday and up to 600% seasonally to give CX organizations the capacity they need on-demand to deliver great experiences for their customers.

Result

The power of The Arise Gig-CX Platform allowed this client to quickly flex capacity to 110% of their initial April forecast so they could meet their service SLAs.

Arise’s flexibility and speed of deployment caused the director of vendor ops to state, “Arise was the only thing keeping our Billing LOB afloat.”

Use case #2

Highly capable service partners on the Arise network reduce AHT by 11%

Challenge

Solution

  • man_looking_customer_cx_dashboard

    Challenge

    Response times are the #1 frustration of customers, with 54% of customers saying it takes 4-10+ minutes to get to an agent according to Arise’s “The Truth About Customer Care”. Each second on hold leads to increased frustration for the customer which can impact agent morale as well.

  • customer_service_agent_support

    Solution

    In addition to a custom designed Virtual-First Learning and Development program, the Arise Best Start program creates highly personalized Performance Facilitation program for Service Partners. This program includes access to dedicated resources, call evaluations, focused huddles, and tailored content in Arise’s social and knowledge management platform.

     

    These resources allow mature, experienced Service Partners to assimilate content quickly so they can work productively while delivering great CX.

Result

The power of The Arise Gig-CX Platform allowed this client to quickly flex capacity to 110% of their initial April forecast so they could meet their service SLAs.

Arise’s flexibility and speed of deployment caused the director of vendor ops to state, “Arise was the only thing keeping our Billing LOB afloat.”

Let’s talk!

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

Learn More
female_smiling_Innovative_Customer_Care_Solutions

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]]> https://www.arise.com/case-studies/contact-center-flex-capacity-home-security/feed/ 0 Global Coffee Retailer Exceptional Customer support https://www.arise.com/case-studies/coffee-retailer-ecommerce-exceptional-customer-support-tech-challenge/?utm_source=rss&utm_medium=rss&utm_campaign=coffee-retailer-ecommerce-exceptional-customer-support-tech-challenge https://www.arise.com/case-studies/coffee-retailer-ecommerce-exceptional-customer-support-tech-challenge/#respond Wed, 01 Nov 2023 18:13:27 +0000 https://newsite.arise.com/?p=3753 Site outage and tech failures no match for strength and flexibility of the Arise® Platform

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Coffee retailer’s no good, very bad tech day saved by the Arise® Platform

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Case Study Background:

The UK division of a global coffee company boasts nearly 30 years of experience selling high-end coffee and coffee-making equipment, generating $2.2 billion of revenue in 2021. As an e-commerce retailer, this client relies heavily on chat and email customer service communication to ensure its high-end coffee-drinking customers receive world-class customer care.

Challenge

Solution

  • coffee_pods

    Challenge

    It’s a nightmare scenario for any e-commerce company when the internet fails. In fact, in a recent survey, half (50%) of all CIOs stated that their organizations lost revenue and 47% of them say an outage has negatively impacted their customer satisfaction. For this high-end coffee retailer, Sept. 1, 2022, was fraught with widespread technical outages, beginning with a day-long internet failure at one of their customer care partners’ brick-and-mortar sites. This outage caused customers’ questions to go unanswered in the morning when users of this client’s products create the largest contact volume. The technical troubles continued for this client, with their website crashing and going offline for over 90 minutes, resulting in massive call volume as this was the only source of customer care during that time.
  • coffee_pods_2

    Solution

    The Arise® Platform is a fully dispersed, secure network of Gig-CX resources capable of handling unplanned technical challenges like internet outages. There is no single point of failure in the entire system, so when the internet fails in one geographic region, Service Partners in unaffected areas can step in and ensure customer care remains uninterrupted. By utilizing the Gig-CX model, The Arise® Platform can quickly scale up to meet demand, flexing up to 200% intraday and up to 600% seasonally.

Result

The speed and adaptability of The Arise® Platform saved the day for this high-end coffee retailer. The Brand was able to immediately schedule burst capacity using The Arise Platform. Service Partners were notified of the need for emergency service and quickly joined the queue to eliminate a 90-minute wait in the chat channel caused by the second vendor’s internet outage. As soon as Service Partners efficiently resolved the chat backlog, the website crashed. With no other customer care channel besides voice available, The Arise® Platform brought in additional flex capacity to the voice queue until the site was back online in about 90 minutes.

On a normal day, The Arise® Platform handles 40% of this client’s volume, but on Sept. 1, it handled nearly 100%, flexing up to accommodate 120% of the forecasted call volume and 200% of the forecasted chat volume that day. The customer care heroics demonstrated on this day won Arise the entirety of this client’s live chat volume, making Arise the center for all direct-to-consumer interactions in the UK.

Let’s talk!

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

Learn More
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]]> https://www.arise.com/case-studies/coffee-retailer-ecommerce-exceptional-customer-support-tech-challenge/feed/ 0 Customer Care: Best Performed by Those Who Care https://www.arise.com/blog/customer_care_best_performed_by_those_who_care/?utm_source=rss&utm_medium=rss&utm_campaign=customer_care_best_performed_by_those_who_care Wed, 15 Feb 2023 14:22:00 +0000 https://newarisedev.wpenginepowered.com/?p=2448 The companies we do business with say a great deal about us. Ultimately, we all want to develop relationships with companies in the same way we do with other people. We gravitate towards those we can trust, and who act in a manner consistent with our own values.

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The companies we do business with say a great deal about us. Ultimately, we all want to develop relationships with companies in the same way we do with other people. We gravitate towards those we can trust, and who act in a manner consistent with our own values.

“We cannot love a logo, a jingle, or a piece of branded content. But we can love a person.”

- Marketing revolutionary Mark Shaefer

And who is so often “the person” representing the Brand at large? You guessed it! Customer service. If customer relationships are something we care about, we cannot have just anyone in this role. What we need are people who care. What we need are authentic and capable Brand ambassadors.

Legacy hiring models just aren’t working. Ultimately, it was the talent who found a better way first, leaving most organizations now to follow. Thirty-nine MILLION radicals have already hit the “eject” button on the traditional office-based 9-5. They have entered the gig economy, and there is no turning back now. It’s been predicted that by 2026, 50% of the US workforce will have done the same.

The amazing news is that this opens an entirely new way to source authentic ambassadors. The recent surge of the gig economy makes it possible for the company to extend its reach and find exactly the right people, no matter where they happen to live.

But not all “gig” is the same. Only some talent networks have the capability to source and match true Brand ambassadors.

This is what makes Arise so different. Consider a talent pool of 70,000+ highly experienced and specialized Service Partners. Instead of “butts in seats” being assigned an account, it’s the Service Partners who choose the company they prefer to support. They are excited about the Brand and select to represent them!

…Through The Arise® Platform, we can find [agents] with a specialized interest in different sporting activities and experience, for example, in golfing. The [agents] selected are passionate about golfing and offer authentic communications. We are very pleased with Arise and are looking forward to a long business partnership.”

Vice President of Omni Channel Fulfillment at a Fortune 500 Retailer

The results of this relationship have been remarkable. Think about a soccer parent who is trying to navigate new territory for their kids. What a relief to have an experienced soccer parent on the line when trying to determine if the cleats they’re about to order online run narrow or if they have a little give. They’ll also be able to sell more because they’ll be able to say, “Hey, did you also grab three pairs of soccer socks? You’re going to need one pair for practice, one pair for the game, and another pair so you don’t have to do laundry three times a week!”

This affinity makes a tremendous difference. Not only do they have the skill, but they have the desire to see the mission of the organization fulfilled in each customer interaction. They believe in it. And this belief is contagious. The customer can feel the difference clearly when they are communicating with a Brand ambassador versus someone who is there to check a box and move on.

Author, Nate Brown

Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of his career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience in 2015. After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. As a passion project, Nate created CX Accelerator, a first-class non-profit community for Customer Experience professionals. Nate serves as the Senior Director of Customer Experience for Arise Virtual Solutions and can be found at a variety of conferences speaking and training on the CX topics he loves.

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