Activision is behind some of the most popular games of the past 30 years—from Pitfall!® for the Atari 2600 to Guitar Hero®, Call of Duty, and Skylanders™. In fact, the company’s Call of Duty: Modern Warfare® 3 was the biggest entertainment launch of all time—with sales of more than $400 million in North America and the UK in the first 24 hours.*
Alongside Modern Warfare 3, Activision launched an online platform, Call of Duty Elite, with free and paid subscription-based content and features. Call of Duty Elite enhances the Call of Duty franchise’s multiplayer experience and delivers a new level of social engagement that unites the gaming community.
"With Call of Duty Elite, players can connect with friends, and meet people of a similar skill level or who share their passions,” explains Tim Rondeau, Senior Director, Customer Care. “It lets gamers join competitive clans or social groups, track and share thousands of stats with friends, create custom leaderboards, and upload and share videos of their greatest Call of Duty game play moments with friends. It gives players more ways to connect with fellow gamers than ever before.”
“We love talking to gamers, engaging with gamers, and solving their problems,” says Rondeau. “We’re using Salesforce so we can interact with our customers in ways that work for them—in addition to taking phone calls, it’s important to expand our communication with our gamers on Facebook and Twitter.”
If an agent can’t answer a question right away, that question is automatically exposed to all of the customer support experts via Chatter. Rondeau explains, “We believe that if problems are ‘swarmed’ then we can resolve them quickly, and ultimately when games are patched or updated, the changes are based on real problems reported by the community.”
*Estimated sell through according to Charttrack and retail customer sell-through information