Linden Lab Selects Parature On-Demand Customer Support Software
Creators of Second Life Deliver Revolutionary Customer Support to their Virtual Residents
Vienna, VA (October 29, 2007) – Parature, a global leader in on-demand customer support and help desk software, announced today that Linden Lab has selected Parature Customer Support Software for Gaming/Interactive Media to manage the support needs of Second Life’s rapidly growing population of Residents. Linden Lab is the creator of a revolutionary new form of shared experience, where individuals jointly inhabit a 3D landscape and build the world around them. This experience, known as Second Life, has a growing population of users from around the globe.
Linden Lab requires robust technology that enables them to support the more than 6.6 million logged in users of Second Life, according to Robin Harper, Vice President, Marketing & Community Development. The company desired a turnkey system for support that has the ability to integrate a knowledge base, ticket submissions, and ‘live’ chat, as well as a fully integrated reporting capability. Additionally, they wanted a solution that could be integrated into the company’s existing interface. Parature Customer Support Software for Gaming/Interactive Media met their criteria, ensuring that the Residents of Second Life will receive exceptional 24/7 online customer service.
“Implementing Parature software has enabled us to provide the valuable support Second Life Residents deserve, helping us to ensure growth and retention of our customers,” stated Cyn Skyberg, Director of Customer Relations. “This implementation has resulted in effective tracking of response metrics, increased efficiency correlated to the performance tracking of customer service agents, and the ability to deliver the appropriate level of support to our customers. Access to Parature’s fully integrated customer support software suite empowers our customers to choose their own method of assistance, 24/7, which is critical to the international community of Second Life Residents.”
Parature is a Software-as-a-Service (SaaS) provider that enables customer self-service, which increases customer retention and reduces the overall cost of support. The Parature suite is an integrated solution that allows organizations to effectively manage all of their support needs. This dynamic, online software provides all of the tools necessary to resolve issues quickly and reliably, increasing customer satisfaction ratings.
“Support organizations are overwhelmed by the high volume of email from their users and the burden of responding to their support issues within the timeframes these users demand.” said Duke Chung, Parature President and CEO. “Parature is championing the way to provide the interactive media industry with ‘cutting-edge’ technology to dramatically decrease the number of emails and calls to the support center, reduce the cost of customer support, increase customer retention, and improve the efficiency & effectiveness of their support teams.”
Source: Parature