Moshi Monsters company Mind Candy is deploying Eptica’s multi-channel customer service platform across its email, phone, web, chat and social media contacts.
The Eptica system will support 80 million online Moshi Monsters players and eStore customers, as well as offline Moshi Monsters products, including the UK monthly kids' magazine.
By using Eptica Mind Candy aims to enhance customer service by providing a single view of the customer and gaining a real-time view of service performance.
Mind Candy receives thousands of emails and hundreds of calls each week from children and parents all over the world. Mind Candy needed a contact system that could support its agents in delivering timely, consistent and personalised responses to every customer interaction, whether from a parent, teacher or child.
With most Moshi Monster customer service staff based remotely, Eptica’s workflow, management and reporting capabilities will enable centralised control over the remote operational activities.
Eptica will analyse all incoming customer emails and send them, via skills-based routing, to Mind Candy’s customer service team. It will also suggest a suitable reply from the knowledge base, which the team member can then edit to provide a personalised response.
The system is due to go live on 1 October 2013, initially with email, self-service and live help chat channels. When fully deployed the system will include phone calls and social media, with all channels supported by Eptica’s centralised knowledge base, "ensuring consistency and ease of management", said Eptica.
Louise Moghaddam, head of customer service at Mind Candy, said: “We chose Eptica for their ability to handle multiple brands, channels and languages. Eptica will enable Mind Candy to support multiple products that appeal to a wide audience using a variety of platforms."