Overview
As the world’s leading independent producer of electronic games, RightNow client Electronic Arts (EA) has some serious customer service challenges. Millions of customers all over the world play EA’s numerous games on a variety of gaming platforms. They can have questions about everything from game rules to sound card configurations. They may pick up the phone to ask their questions, or seek their answers online. They may ask their questions in Japanese or Czech. And, as the online gaming market expands, the number of questions they’re asking is growing faster than ever.
But with RightNow’s uniquely effective and adaptable on-demand contact center technology, EA’s customer service organization has been able to cost-efficiently support the company’s continued growth and global market dominance. In fact, over the past two years it has successfully handled both a 50 percent increase in incident volume and a 10 percent budget cut—while still delivering the first-class support required for the company’s premium brand.
And thanks to the help of RightNow's call center solutions, Electronic Arts was recently awarded the Gartner CRM Excellence Award - an award given to a company that most clearly demonstrates excellence in their customer relationship management (CRM) initiatives.
Greg Gianforte