Goals

• Provide excellent customer experience to support brand and market leadership 
• Minimize total contact center costs
• Develop greater insight into new, rapidly evolving massively multiplayer online (MMO) gaming paradigm

Achievements

• Enhanced customer experience across all communication channels 
• Substantial reductions in chat and email volume
• Phone calls reduced to 2% of total support workload

“RightNow offered us the ability to streamline customer care processes across all of our communication channels. Just as important, it allowed us to deploy its diverse capabilities incrementally—so that we could prioritize our needs and systematically build from there.”

- George Scotto, VP of Customer Service and Quality Assurance, SOE 

Sony Online Entertainment (SOE) started with rudimentary contact center tools and managed all of its communication channels separately, limiting efficiency and hampering visibility into customer issues and trends. SOE needed insight into the innovative multiplayer online games market and needed to develop a responsive support network.  

SOE integrated RightNow customer experience solutions with its in-game support tools, so requests could be managed from a common system. Incidents are now automatically routed to an appropriate agent and SOE can respond to in-game help requests in just one or two hours.

The RightNow knowledge base system substantially decreased email and chat volume, thereby reducing the company’s operating costs and allowing staff to respond with greater personal attention.SOE continues to expand its RightNow CX implementation to support its expanding customer base. The company has added interfaces in French, German, and Japanese and has plans to add more languages in the future.

Sony Online Entertainment Support Site | Sony Online Entertainment Homepage 

About Sony Online Entertainment, Inc. 

Sony Online Entertainment LLC (SOE) is a recognized worldwide leader in massively multiplayer online games, with millions of gamers around the globe having enjoyed the company’s products over the years. SOE has developed and/or published a number of ground-breaking and genre-defining games, including EverQuest®, Star Wars Galaxies®, and Field Commander™. Based in San Diego, California, with development studios in Austin, Denver, Los Angeles, Seattle, and Taiwan, SOE strives to push the envelope of online entertainment quality, innovation, and delivery, thus maintaining a leading position on the cutting-edge of technology.