Discover how iWin, leading online developer, publisher and distributor of casual games for the mass market, enabled on-demand customer service software to empower their players with self-service support, 24/7 from anywhere in the world; providing efficient and effective support through targeted knowledgebase articles and the use of video. In this webinar, you will discover: :: How to persuade users to try self-help options before contacting your support staff :: How to use video to increase support portal adoption rates and reduce operating costs :: How to make your support portal easy to understand through the use of video

1. “ Beyond The Game – Empower Your Players With Self-Service Support” David Schroeder Gary McNeil, Vice President, Marketing, Parature Inc.

9. How Does Parature Bring Value to Gaming and Virtual World Companies?

10. Flexible Support Portal

11. Beyond Initial Self-Service: Easy Ticket Process, View and Search

12. In-Game Chat Support (XMPP)

13. Back-End Automation Tickets from phone, email, web; all in a centralized area, routed and tracked automatically

14. Automated and Detailed Reporting and Metrics

15. Executive Summary Reporting

16. Dashboard Reporting

17. Customer Prioritization (Time Sensitive Alerts/SLA’s)

20. Beyond the Game: Empower Your Players with Self-Service Support July 22, 2009 David Schroeder

23. iWin, Inc

33. Opportunities

36. Product Vendors Neocase Parature RightNow Hosted solution 5 5 5 Knowledgebase management 4 4 4 Reporting and analytics 5 4 4 Implementation services 5 5 3 Ongoing support 5 5 3 Reputation 3 4 3 Interest in our business 5 5 2 Pricing 4 4 4 Average score 4.5 4.5 3.5

43. Self-Service Support

44. Self-Service Support