Konami and Parature have just announced a partnership, making Konami the first gaming company to exclusively use Parature for Facebook to provide customer support for its players. Konami will be utilizing Parature’s integrated support system on its first Facebook game, Viva! Mall.
Most Facebook developers use a third party customer service management tool such as Zendesk, however these services require players to either leave Facebook to manage and submit trouble tickets or send emails to receive support. Parature is installed as a tab directly on the Viva! Mall fan page, and allows Konami to embed a full FAQ guide, accept trouble tickets from players, and initiate live chats with customers needing assistance.
Viva! Mall is Konami’s first Facebook game, and allows players to manage their own mall with stores, decorations, and customers. The objective is to keep stores well-stocked, complete quests, purchase new stores, and level up the mall to unlock new stores and decorations. Viva! Mall uses the Fusion plugin provided by Method Solutions, which provides the game 3D graphics and improved performance over Flash. Customer support via Parature for Facebook can be accessed by clicking the help tab above the game.
Tami Baribeau is Senior Community Manager at ZipZapPlay and a contributor to Inside Social Games.