IntouchCX

Resources

Customer Service in the Video Gaming Industry

“Agents prioritize the player experience, ensuring that the customer support they provide will result in an improved experience for the player.”

 

As the video game industry has evolved in recent years, it has also become more complex. The Gaming Market was valued at USD 198.40 billion in 2021, and it is expected to reach a value of USD 339.95 billion by 2027, registering a CAGR of 8.94% over 2022-2027 (Mordor Intelligence). The gaming industry includes physical hardware and devices, infrastructure, game development and publishing, game marketing and distribution, and everything in between. With all these variables, the need for high-quality customer service has also increased.

Customer support involves more than handling requests and technical issues. Gaming customers are located globally and require customer support providers to have sufficient multilingual support. This includes social media engagement. Agents will become true brand experts and ambassadors of the game, responding to and engaging with fans and followers through social channels. 

Content and forum monitoring is another key aspect of gaming customer support. With the remarkable growth in Cloud Gaming through Smartphones, Smart TVs, Tablets, and PCs, in addition to traditional gaming through gaming consoles, there is a lot more interactivity through voice, chat, image, and video in real-time. This has increased the need for moderating what content is appropriate to be publicly displayed on these gaming streams.

It’s important to hire and train agents to engage separate queues for different channels of work. Some agents will be trained for the highly technical support aspects such as learning about specific devices and games in a hands-on environment. Others may be better suited for the content moderation role and will receive specialized training to help them efficiently monitor content. 

It’s important for all agents to live and breathe the culture of the brand. Customer satisfaction is at the forefront of all customer service interactions, especially in the gaming industry. Agents prioritize the player experience, ensuring that the customer support they provide will result in an improved experience for the player. By training agents to become brand experts, they have hands-on experience with the devices and games. This allows them to better connect with players and incorporate gameplay language in their responses to maintain high customer engagement and satisfaction.

As the gaming industry continues to grow, the need for customer support through a wide variety of channels and services will also increase. By keeping the player experience at the heart of every interaction, everyone wins.