Razer optimizes and automates support for gamers with Oracle Cloud

Razer, a distinguished name in the gaming and esports industry with a vast global fan base, has consistently been at the forefront of designing and crafting an extensive array of cutting-edge gaming technology and services. This includes high-performance laptops, controllers, headsets, and more.

Razer’s discerning and tech-savvy fan base expects not only top-tier product quality but also swift and efficient customer service, available at a moment's notice. Recognizing the evolving landscape of customer preferences, Razer understood that its clientele favored online chat for service requests. However, the existing CRM application posed a challenge because it primarily limited support channels to phone and email. This restriction hindered the company’s ability to quickly resolve issues and put stress on customer service agents, who had to navigate sometimes repetitive troubleshooting processes with limited background information on a customer's specific concern. Acknowledging the imperative to align its support strategy with high standards set by its digital-first customers, Razer embarked on an initiative to redesign the overall support experience.

Following a thorough assessment of leading vendors, the company opted for Oracle Service and Oracle Digital Assistant, fueled by the compelling combination of advanced functionality, a user-friendly interface, scalability, and substantial cost savings.

Oracle Service, part of the Oracle Customer Experience (CX) suite of applications, would allow Razer to introduce a new help portal, featuring self-service channels that guide customers to a quick fix without the need for a live service agent. Meanwhile, Oracle Digital Assistant's AI chatbot would play a key role in automating the resolution of common issues. By pointing gamers to specific knowledge articles and directing troubleshooting processes, it could foster seamless, conversational experiences. These advancements would help the company to reallocate live agents to more complex tasks, thereby curbing overall service costs.

After overhauling its technology, Razer redesigned its support framework to seamlessly integrate Oracle Service and Oracle Digital Assistant. This approach facilitated a transition from conventional service channels, such as phone and email, to an advanced AI chatbot. This not only expedited issue resolution for gamers but also eliminated the need for customers to wait to interact with live agents.

Oracle Service helped Razer's workforce gain insights into recurring customer issues, allowing staff to continuously refine the chatbot workflow for optimal service request handling. The chatbot's adaptive capabilities helped direct customers to targeted knowledge articles and troubleshooting steps for swift problem resolution. Unlike conventional practices, the chatbot captured detailed information from customers, including prior troubleshooting attempts, to offer comprehensive guidance instead of relying on basic queries.

By automating the support experience, Razer witnessed a remarkable improvement in key performance metrics. Average handle time dropped, first contact resolution improved, and deflection rates skyrocketed from 9% to an outstanding 75%, surpassing the 23% industry average. The team especially appreciated Oracle Digital Assistant’s automatic escalation mechanism for handling complex issues. This functionality ensured a smooth transition to live agents, who received a comprehensive summary of the conversation history and context. These summaries included nuanced information such as warranty status and customer sentiment, helping agents to proactively address customer needs, set expectations, and tailor their approach for an enhanced customer experience.