ACTIVISION
Crafting an award winning customer support experience for Activision’s 20 million gamers
The Goals
- Create a world-class market leading customer support experience to guide gamers to the correct solution to their problem across 8 different languages and multiple channels
- Increase deflection rate and drive self service
- Streamline RMA/Returns process
- Provide branded support solutions tailored to brand assets
The Approach
- Applied UCD to understand business objectives and user needs
- Collaborated with Deloitte Consulting to understand capabilities and limitations of SalesForce Service Cloud
- Identified and prioritized support use cases related to customers and agents
- Created rapid prototype and performed usability testing with target gamers
- Crafted personalized support experience tailored to individual profiles and game brands (i.e. Call of Duty vs. Skylanders)
The Results
- Activision awarded CRM magazine’s Service Elite Award
- Positive global response from gamer community and Activision Customer Support
- 25% increase in issue resolution
- Reduced returns process from 13 to 4 days
I oversaw the UX redesign of the customer support area of Activision.com. The award-winning project involved a complete overhaul of the customer support experience with the integration of Sales Force Service Cloud to handle Activision’s 20 million gamers.
