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The economic outlook for 2023 is not looking great. Layoffs and cost reductions are dominating the market and will certainly impact the gaming industry as well. In fact, the 2023 report from J.P. Morgan Global Research forecasts that “the economy is also likely to enter a mild recession, with the labor market contracting and unemployment rates rising to around 5%”.
In 2023, players will demand better service from the companies they choose to spend their money with. Even more than ever, your player experience needs to be top-notch, or players will move onto the next game. It is crucial to understand what the future of player support will look like to be prepared for the upcoming recession.
How to ensure that your Player Support organization is ready for 2023?
Let’s take a look at the top three trends:
- Do more with less: during economic uncertainty, organizations must ensure they have the systems and processes to operate efficiently. As gaming organizations evolve and create more self-service options, their player support teams will be even more critical than they already were. A great way to do more with less is Gig-CX, which enables companies to staff with Superfans who can ramp up and down in 30-minute intervals. In 2023, we’ll see the separation between great and mediocre CX teams, with the teams that thrive being the ones that enhance the player experience the most.
- Focus on your community: players will be pickier about where to spend their money. An engaging and healthy community is a must to reduce churn and keep players happy. Moreover, it is essential to engage users proactively and moderate your community to avoid a toxic environment. Being proactive helps to provide your players with a unique, memorable experience. Listen to your community to anticipate their needs and solve problems on the spot. It doesn’t take much extra effort or time, but if done well, proactive player support has profound benefits for both you and your player base: it builds loyalty and helps you retain those hard-won gold stars.
- Be where your players are: competition is expected to be even more fierce in 2023. When players are having issues which directly impact their experience, it’s crucially important to get them back in the game as soon as possible. In fact, Forrester research has found that 68% of consumers are more likely to purchase from a business that offers convenient communications. Thus, make sure to provide support in your community (Discord, Reddit, Twitch) and prioritize critical issues so that support agents can handle those inquiries within 60 minutes.
In short, by following the trends above, you’ll be able to create a strong bond with your community and keep your players happy, while helping your company succeed financially despite the economic downturn of 2023.
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