Everything! Because gaming is in the details – it requires deep knowledge and understanding in several aspects: physical health, attitude, mindset, computer hardware and software knowledge and much more!
Yes, usually there are some basic customer service principles, unique to gamers. And They require special treatment.
It is a fast-growing industry with great competition and passion. According to a recent study of ESA (Entertainment Software Association), more than half of the US homes have a device that’s used to play games. It is a 29 billion dollars industry and it will only continue to grow.
Hiring gamers produce instant rewarding support and a meaningful connection. They understand the passion of their fellow enthusiasts and speak the same language. Nowadays automated support is important in the delivery of customer service, but gamers want more human interactions.
Gamers need quick responses and the right solutions. For many, it’s how they survive their commutes or how they unwind after work. That’s why the cornerstone of any gaming customer service strategy should be to get gamers back to playing as soon as possible. Even a quick personal message, acknowledging that their message has been received and providing a deadline for a response, will do wonders!
According to ESA, players believe that gaming provides more value for their money than any other form of entertainment. So, gaming customer support needs to maintain that value outside the game. Companies need to anticipate gamers’ needs and queries before they ask for help. For instance, more in-depth self-help sections, addressing issues brought up on various forums like Reddit or Discord. It is particularly important for game support strategies to include sufficient knowledge bases and FAQs. Not everything can be resolved with FAQ but it’s a great start!
If the issue can be helped, let the gamers know that their feedback matters. They want to know that their feedback has an impact on the product and conveying this message is vital for any good gaming customer support strategy.
Gamers are passionate individuals that invest time and money in your games. Make sure your hire a good and reliable partner in the gaming customer support field that reflects the level of commitment by constantly developing quick, personal, and proactive player support.