Despite the gaming industry's enormous potential on a global scale, just a few large corporations concentrate on their customer service, and the majority view gaming products as one-time sales that don't necessitate any continuous gaming customer support or service.
Moreover, a few gaming studios see gamers as a commodity or a mere number on display and struggle to provide customer support for gaming. Be it technical, payment, or gaming experience issues, they fail to execute the task with success.
Most businesses invest in R&D while launching a game but lag behind in extending the requisite gaming customer support services. To make a competitive difference and to stand out in this rapidly growing market segment, gaming support provides a head start and ultimately optimizes revenue generation. The need is hence to focus on this specific segment alongside investing in game development.
Benefits of gaming customer support in the gaming industry
Regardless of the industry type, one must realize that a good customer-client- interaction will result in increased customer satisfaction. This will affect the business in a positive manner.
The gaming community currently relies primarily on peer-to-peer assistance for technical support and other gaming-related assistance. This is because only a small number of gaming studios offer gaming customer support via third-party vendors.
The need is hence to assess customer satisfaction levels, get real-time input from gamers to improve their products and foster brand loyalty. All this will ultimately increase the gamers’ lifetime value by offering the appropriate gaming customer service and experience.
1. Better player understanding
Gamers encounter challenges like toxic communities (spammers), game lag (software or hardware update), troubleshooting methods, etc.
This necessitates the presence of a customer service team that could match the gamer's perspective. Likewise, agents who play games will help businesses to have a deeper understanding of the gaming community to provide an efficient gaming support solution.
2. Feedback-based products
Gamers will feel ecstatic if there is a customer support system to collect feedback and build products that integrate their ideas. It will eventually increase the customer retention rate and lead to word-of-mouth advertising. The businesses should hence keep striving to get genuine player feedback in order to know about the common challenges they face and find their solution.
3. Better customer segmentation
Businesses must design games following the variations between the diverse mindsets and demographic groups of gamers.
Companies can create and meet the needs of gamers by having a personalized customer service system.
4. Real-time and multi-channel support
Companies can provide round-the-clock customer care using multi-channel support systems, including IVR, Voice, Chat, AI Chatbots, email, and social media, thanks to technical advancements in the customer support process.