The Importance of Offering a Seamless Support Experience to your Players

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Being a customer service leader has never been more challenging. According to HubSpot’s Annual State of Service Report in 2022, “2021 was a hard year, with almost 90% of leaders reporting that customer expectations have increased to an all-time high.”

Consequently, offering a seamless support experience to keep customers happy and engaged is more important than ever. This is especially true in the gaming industry, where players have many options and can easily switch to a competitor’s game at the click of a button.

How can gaming companies offer seamless player support?

There are many elements involved when aiming to offer a seamless experience. The ones that stand out are:

Offer omnichannel support

Make sure to offer support here your players are and ensure that your agents have an integrated view across all channels. The goal should be to make it easy for players to contact support, regardless of their device, and enable them to switch channels when they want to without having to repeat their issue.

Empower your support team

Give your agents all relevant information about a player and their history (playtime, purchases, support tickets, etc.). This enables them to get right at the issue without having to go back and forth and personalize their response. Additionally, enable your agents to actually solve issues. For example, allow them to refund a purchase or reinstate items bought in-game if the request fulfills specified criteria.

Prioritize self-service

Most gamers are tech-savvy and prefer to solve their own issues over contacting support. Invest in your knowledge base, offer interactive content and easy-to-solve, high-volume issues that can be automated.

However, there are a few things to consider, as many organizations focusing on self-service miss the mark completely because of this:

→ Don’t force self-service on your players. Give them the choice. If they prefer interacting with a human, don’t make it impossible to do so.

→ When using a bot, make sure there is always a smooth handoff to the agent. A bot is a great option to gather information about the player’s request and solve certain (easier) issues, but way too often players get lost in irrelevant questions without the option to switch to a live agent.

Conclusion

While these tips might sound like no-brainers, it’s easier said than done. It takes careful planning, a thorough set up from a tech perspective, and close collaboration with the development team. Partnering with a specialized outsourcer for your player support enables you to leverage their knowledge and expertise, preventing you from having to reinvent the wheel.

Regardless of your choice, whether to outsource or manage your support in-house, a seamless support experience begins with a solid strategy. Rome wasn’t built in a day — the same goes for your player experience strategy.