Elevating CX, now and in the future Our work with the company is far from done and our relationship keeps evolving. Our associates feel as though they’re an extension of the brand. The client has provided us with every gaming console it’s ever made, so our team members can experience them for themselves. It also gives our associates early access to new games before they’re released to the public. All of this means our associates are ready to quickly provide knowledgeable answers to customers’ inquiries. When players contact our support team, they’re interacting with associates who truly understand their gaming joys and frustrations, and who have the expertise to help. We examine CSAT and DSAT data daily and report back to the client on what’s working and what’s not in the contact center. We’re also continually monitoring and discussing KPIs with the company, ensuring we always have a clear understanding of what’s important, what the goals are, and what’s next.
Customized, proactive solutions improve CSAT
Over time, our partnership with the client deepened; we dove into the company’s data and learned the ins and outs of how its contact center worked day to day. This perspective enabled us to identify roadblocks the company wasn’t even aware of yet, and to offer proactive solutions to overcome those challenges. One area we’ve focused on is how the company handled refund requests, particularly in the chat channel. We analyzed 90 days’ worth of data and noticed that refund requests, such as when downloaded video games weren’t compatible with devices’ software, consistently impacted customer satisfaction (CSAT) and dissatisfaction (DSAT). We examined the client’s existing refund process and found that refund inquiries that started via chat often escalated to voice and then onto to back-office support, requiring as many as three or four employees to resolve an issue. Based on our findings, and by looking at pain points in the customer journey, we suggested workflow and back- office improvements that enabled customers to resolve refund inquiries
with just one contact. We also advised the company to add wording to its online game shop that warned customers when they’re about to buy a game that wasn’t compatible with their software. We expect our recommendations, recently implemented, to decrease DSAT and improve CSAT. We’ve also advised the company to pay closer attention to DSAT overall when it comes to chat. TTEC monitored associates’ interactions with customers and provided a daily dashboard to the client detailing positive and negative customer experiences. With this information, the client proactively made better-informed decisions and changes as needed. The dashboard noted problems, such as too much “dead air” during a chat, but also offered solutions, like urging associates to keep customers informed about what they’re doing throughout the chat conversation to avoid lulls. This system also integrated associate coaching when needed.
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6 | Proactive partnership levels up gaming brand’s CX
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