Ubisoft has joined forces with customer care experts RightNow to provide a new service to support its gamers.
The publisher’s new phone self-service channel boasts an interactive voice response software that interacts with customers using prompts and speech recognition technology.
The service gathers information from the caller and uses it to search for the relevant information in order to answer gamers’ queries. In a recent trial, Ubisoft reports 64 per cent of gamers found the support they needed without being referred to a customer care agent.
“At Ubisoft, we have a mission to excite, educate and engage our customers via unique breakthrough and innovative campaigns,” said Ubisoft’s head of consumer advice and technical support services Jacqui Lennon. “This applies, not just to the games we create, but also to how we take care of our customers.
“By constantly focusing on how to broaden the availability of the support we provide, our goal is to deliver gamers with an exceptional support structure that ensures continuity and consistency of care across all gaming platforms, including online, multiplayer support services.”
The voice service complements its existing customer support initiatives, also developed with RightNow, which includes a self-service website and email management system.