Between Support and Neglect… How Does Customer Service Affect the Future of Gaming?

The gaming world has become fiercely competitive, and it’s crucial for game companies to keep pace with their players’ needs and provide them with excellent and prompt support.

Today’s player is not just looking for an enjoyable game; they also care about receiving fast and effective customer service to resolve any issues they may encounter while playing.

Smart and personalized customer service is a critical factor in companies’ survival and continuity.

Technical Support: The Weakest Link in the Gaming Experience

A recent study by Netomi revealed that most gamers prefer to contact technical support via email or any available communication channel. However, the surprising fact is that only 53% of gaming companies offer a direct communication method via email.

Worse still, 76% of these companies did not respond to players’ inquiries requesting recommendations for new games.

Even in cases where a response was received, the answers were often unhelpful or delayed – with the average response time being around 39 hours.

Players Fleeing in Search of Support

When players do not find adequate support within the game, many resort to forums or player communities to look for solutions. However, this method can disrupt their experience and may lead them to switch to games from competing companies that offer faster and more effective support.

Excellent Customer Service Equals Higher Revenues

Exceptional customer service is not just a means to solve problems; it is a fundamental element in building loyalty and enhancing the user experience.

The faster and more helpful the support a player receives, the greater the chances of them staying within the game, and they may even recommend it to others, which contributes to increasing the number of users and revenues.

The return on player loyalty is much higher than the cost of acquiring new players.

Therefore, companies that neglect technical support pay the price by gradually losing their user base.

How Can Gaming Companies Improve Customer Service?

If a company is unable to build a strong internal support team, the ideal solution is to use a specialized service provider that can offer:

• Technical support in multiple languages and across different platforms (phone – email – in-app support – social media).
• Marketing services to increase sales and promotions.
• Administrative and technical support to build a strong brand reputation.
• Flexible capabilities to scale according to the growth of the player base.
• Effective data management to improve decisions and develop the user experience.