So, when they approach customer service, they expect a quick fix to their issue. Troubleshooting a mid-game issue can be annoying for players. Hiring locally sourced seasoned gamers as support agents to boost engagement Here are six key reasons on the customer service front that can be useful for gaming providers looking to add value to their subscribers:
Additionally, player analytics can be used in tandem to identify the insights that could add value to player journeys and prompt them into making micro-purchases. While increasing competition makes it difficult for gaming firms to persuade new players to spend money on subscriptions, it is much easier to monetize in-game services. Bringing this together can provide gaming companies with a substantial competitive advantage, offering substantial returns on the investment. Many gaming companies now realize the real value of customer service and player analytics. The ideal way to keep the players loyal is to keep them delighted, which can be achieved through a mix of exceptional customer service and analytics-driven insights about players. As there is little to choose between competitors on factors like graphics, soundtracks, and cost, the ability to provide personalized and in-game service to players is turning out to be an essential differentiator. Here are some of the fundamentals that may appear to be borrowed from the software industry but can be applied to the gaming vertical as well.Īs the gaming industry keeps growing, it’s also turning highly competitive. So, what needs to be done, not just to keep them happy, but also to maintain a perennial flow of revenue? The other dynamic, unique to this industry is that a very miniscule percentage of customers drive the vast majority of revenue, making churn significantly more painful. Their passion towards the game typically leads them to have a shorter “fuse” than most other types of consumers. However, their loyalty should never be taken for granted by gaming companies. Most gamers are passionate about the games they play. alone consists of avid gamers, and the global gaming market is expected to touch a whopping $90 billion by 2020. As much as 64% of the general population in the U.S. While games have always been a great source of entertainment the mediums through which they are delivered and consumed have created a snowball effect over the years. By Sid Victor, VP& Head of Support Services at CSS CorpĮntertainment not only relieves stress but can also be a great source of happiness.
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