Why players are one of the hardest groups to support, and how to do it properly.
In the fast-paced and ever-evolving world of gaming, providing exceptional customer support is crucial for ensuring a satisfying player experience. Unlike traditional customer support, gaming customer support is a specialized field that demands unique skills and expertise. That is why gaming customer support is more specific and challenging than normal customer support, highlighting the importance of dedicated gamers as customer support agents. The increasing number of players and all-new games brings the ever-growing demand for real human gaming customer support specialists in the gaming industry to new heights – that is why the most important step is to outsource your gaming customer support to the right company.
The Unique Challenges of Gaming Customer Support:
Gaming customer support goes beyond traditional support services due to the distinct characteristics and needs of gamers. Here are some reasons why gaming customer support is more specific and complex:
a. Technical Expertise: Gamers often encounter complex technical issues related to hardware, software, or connectivity. Customer support agents must possess in-depth knowledge of gaming systems, troubleshooting techniques, and network configurations to effectively address these challenges.
b. In-game Assistance: Gaming customer support agents must be well-versed in the intricacies of various games, including their mechanics, rules, and updates. This enables them to provide targeted guidance and solutions for in-game issues, such as character progression, quests, or item restoration.
c. Time-Sensitive Support: Many games incorporate time-sensitive events, limited-time offers, or competitive gameplay. Players may require immediate assistance to prevent missed opportunities or disruptions to their gaming experience. Prompt and efficient customer support is essential in addressing these time-sensitive issues.
d. Emotional Investment: Gamers often develop emotional attachments to their in-game progress, characters, items, and achievements. When seeking customer support, they may exhibit heightened emotions or frustration. Specially trained gaming customer support agents can empathize with players and provide personalized assistance, ensuring a positive experience.
The Growing Gaming Community and Demand for Support:
The global gaming community continues to expand rapidly, driving the need for comprehensive customer support services. Consider the following statistics:
a. Market Growth: In 2021, the global gaming market reached a value of over $170 billion and is projected to reach $218 billion by 2023. This growth signifies an increase in the number of players and their engagement in gaming activities.
b. Rising Player Numbers: The gaming community boasts a staggering 2.7 billion players worldwide, encompassing mobile, console, and PC gaming platforms. This massive player base requires robust customer support infrastructure to address their diverse needs effectively.
c. Customer Support Demand: In a survey conducted in 2020, it was found that 60% of gamers had contacted customer support at least once. Technical issues and payment-related concerns were among the most common reasons for seeking customer support.
The Benefits of Gaming Customer Support Outsourcing:
Outsourcing gaming customer support offers numerous advantages for gaming companies. Here’s why outsourcing your gaming Customer Support is now increasingly popular:
a. Cost-Efficiency: Outsourcing customer support allows gaming companies to streamline their operations and reduce costs associated with establishing an in-house support team. This enables them to allocate resources more effectively and invest in other areas of game development and improvement.
b. Specialized Expertise: Outsourcing to a dedicated gaming customer support provider ensures access to a team of skilled agents who possess both gaming knowledge and customer service expertise. These agents can offer specialized assistance tailored specifically to the gaming community.
c. Scalability and Flexibility: Outsourcing partners can scale their support services to match the varying demand of gaming companies. Whether it’s handling seasonal spikes, game launches, or expansion into new markets, outsourced customer support can adapt to these changing needs efficiently.
d. Multichannel Support: Gaming customer support outsourcing often includes support across multiple channels, including email and chat. This ensures that players can access assistance through their preferred communication methods, enhancing their overall satisfaction.
e. Gambling Support Outsource: In addition to traditional gaming, the gambling industry also requires specialized customer support. Outsourcing gambling support enables gaming companies to provide comprehensive assistance for casino games, poker, betting platforms, and other gambling-related activities.
Gaming customer support is a unique and specialized field that demands a deep understanding of the gaming community’s intricacies. As the number of players continues to grow, the demand for exceptional customer support increases exponentially. By outsourcing gaming customer support to us, companies can harness the expertise of gaming-savvy agents while adapting to the evolving needs of players. This strategic approach ensures enhanced player satisfaction, increased retention rates, and ultimately, a competitive edge in the dynamic gaming industry.
Choose Customer Umbrella as your partner in gaming customer support outsourcing and unlock the full potential of your gaming business.
For tailored gaming customer support solutions, including email, chat customer support, gambling, and player customer support outsourcing, contact us today.
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