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Pains and Gains: How Self-Service in Fantasy Sports Added Muscle to CBS Interactive
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White Paper: Pains and Gains: How Self-Service in Fantasy Sports Added Muscle to CBS Interactive
Overview
How do you keep from collapsing under your own success? It’s a situation that many businesses with highly-trafficked websites face. Because online operations now serve as an integral component for marketing or selling products and services, many companies are increasingly challenged with finding new and innovative ways to efficiently serve and service a rising tide of customers and prospects online.
This was the situation executives at CBS Interactive faced three years ago with a rapidly growing online fantasy sports business. What began in 1998 (under the Sportsline brand) with 600 fantasy football leagues had blossomed across multiple sports comprising hundreds of thousands of leagues and millions of players.
CBS Interactive realized the entire support infrastructure might implode if they didn’t find a way to relieve the mounting pressure. They found their solution in a Web self-service platform that would enable all members—novices as well as experienced fantasy players—to quickly find the answers they needed, when they needed them. A combination of a deep, dynamic knowledge base and a quick-response customer support staff turned potential trouble for CBS Interactive into a competitive differentiator.
This white paper tells the story of how CBS Interactive addressed an issue that is common to any high-volume website: rapid problem resolution and comprehensive knowledge sharing without the high costs associated with a massive support organization. Executives from CBS Interactive will describe the challenges they faced and the benefits they have realized from their Web self-service platform.
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