The number of active gamers worldwide more than doubled between 2015 and 2020. At the end of 2020, there were 2.69 billion enthusiastic gamers (almost half the global population) out there. Forecasts predict that this number will increase to an incredible 3.07 billion in 2023.
What’s so interesting about this news?
What’s interesting is that 2.69 billion active gamers require assistance occasionally. Gaming companies that hope to succeed must ace customer support. In this article, we’ll look at how the top gaming companies deliver outstanding customer service.
How your Gaming Company can Ace Customer Service
As always, outstanding service starts with understanding your clientele. What do they want and need to make the experience spectacular? Aside from a well-designed game, they need a customer support team and self-help options that are easy to access.
A Top-Notch Specialist Human Support Team
Gamers With complex queries need to be able to speak to your human consultants. These tech-savvy individuals can assist gamers through live chat or by telephone. The agents may run through optimal settings, ensure that all the presets are correct, and even guide the client through a complex game stage.
A human support team is necessary to foster a relationship with your client. No chatbot can mimic the empathetic support of a live person yet. To ensure success, chatbots should provide minimal support. Your human agents are the stars and should be tech-savvy and fully conversant in your game.
They should have the training to deal with your gamers professionally while being relatable. Your client should feel like they’re phoning friends for advice rather than taking on a chore.
Gamers are dedicated individuals. It’s not uncommon for them to miss meals or stay up until the early hours of the morning gaming. Your team must be on hand to field queries at three in the morning or two in the afternoon.
Teams with neither the budget nor the capacity to provide this level of support may well consider partnering with a BPO provider. The provider can help them to fill in the gaps and the service.
Consider for a second who will play your game. If you’ve got the marketing correct, it could be an international hit. This brings additional profits but also a new set of problems. Customer support must be able to converse with a client in their language as far as possible.
This aspect can be challenging to manage when you rely on a local talent pool. Outsourcing your support can provide you with the multilingual services that you require for a fraction of the cost of training someone.
An extensive self-help option
Gamers can be pretty good at coming up with solutions on their own. Many prefer to try and find the solution themselves rather than contacting support. Providing them with an extensive knowledge base that is simple to search is the first step in your self-help strategy.
The knowledge base should cover every possible question you or your developers brainstorm. It should provide cogent, useful answers. Successful companies update their knowledge base frequently and include questions from clients or suggestions to improve the knowledge base.
Though not strictly necessary, it may prove helpful to allow translations of the pages in some commonly spoken languages. Google Translate will often offer the same service, but it seldom sounds natural. It is better to provide a translation from a natural speaker if possible.
If a client still has questions after checking the knowledge base, chatbots may come in handy. Consider adding a simple chatbot to answer any live chat queries instantly. With simple questions, the bot gives the player an instant answer.
For questions outside the bot’s ambit, it will acknowledge receipt and forward the query to a human consultant. They will also give the gamer an idea of when to expect a response.
Voice bots can be used similarly to monitor calls and provide quick answers as necessary.
Create a Forum
Creating a forum builds a sense of community around your brand and game. It allows players to learn from one another and make new friends. It enhances the experience of the gamer.
Not for your company because you’re going to follow the advice given in this article. You may already have a team in place or be researching an outsourced solution. Either way, you’re on the right track to giving your gamers what they want. Congratulations, you’re on your way to the hall of fame.