online gaming outsourced call center

Top Customer Service Issues and CustomerServ’s Call Center Expertise in Online Gaming

Online Gaming Companies Leverage CustomerServ’s Outsourced Contact Centers for Improved Customer Loyalty

Few industries have experienced such expansive growth as online gaming. While every sub-sector of this competitive market has shown steady increases in recent years, mobile gaming and eSports, in particular, have soared in popularity. Mobile gaming accounted for over half of the global games market’s total revenues in 2018, taking in more than $70 billion, according to gaming industry research firm Newzoo. Console gaming followed with $35.6 billion, and PC games accounted for $32.9 billion.

While 67% of Americans play video games on at least one type of device, the majority (90%) of gamers are playing on their smartphones, tablets or both, according to the 2018 Gamer Segmentation Report from Electronic Entertainment Design and Research (EEDAR). The proliferation of mobile devices and easy access to a wide variety of game genres also is attracting a much broader demographic than the outdated stereotype of a basement-dwelling teenage male gamer that has plagued the industry for decades. In fact, recent industry reports reveal that 43% of gamers worldwide are between 36 and 65 years old (Filmora), and 45% of U.S. gamers are female (Entertainment Software Association).

Online gaming’s customer base is not comprised solely of players—eSports tournaments and competitions broadcast on live-streaming video platforms like Twitch and YouTube Gaming are attracting a massive global audience of spectators who are interested in watching professional gamers compete, similar to traditional sports leagues. According to Newzoo, total revenue for eSports in 2018 reached $906 million, and the analyst firm estimates that, by 2021, 557 million people will be watching eSports.

The rise of digital distribution platforms, such as Steam, iTunes, Nintendo Game Store, Google Play Store, Amazon App Store and others, has accelerated the growth of independent game developers.

To sustain revenue growth, however, video game companies must expand their focus from attracting players to retaining customers and maximizing their lifetime value. The ability to innovate, tap into player feedback, provide real-time support and continuously improve the overall customer experience will enhance the connection companies have with their customers as well as the global gaming community, and will provide a much-needed edge in an intensely competitive landscape.

Top Customer Service Challenges for Online Gaming Companies

There is nothing more frustrating to a gamer than to experience some type of glitch or error that forces them to exit the game. If resolving the issue is too slow, frustrating or simply requires too much effort on the player’s part, they will simply switch to another game… but not before leaving a scathing online review or posting about the negative experience on social media. Players, and the gaming community in general, tend to be highly vocal about their experiences with gameplay, video game companies and game developers, good or bad.

Top customer service challenges for online gaming companies include:

  • Providing real-time, 24/7 customer support. When there is an issue, players want a fast response and quick resolution that allows them to get them back to the game as soon as possible—no matter when they reach out.
  • Offering multilingual customer support. The love of gaming is a worldwide phenomenon. Asia is currently the largest market for mobile gaming and eSports, while growth in European countries is accelerating.
  • Delivering customer support for a wide variety of devices on which players can access gaming content.
  • Providing an omnichannel customer experience for in-app support, chat, live-agent, social media and email.
  • Staffing the support center with tech-savvy gamers. Agents must be knowledgeable about the games they support and must be able to converse in text and over the phone using the terms and language of the game environment.
  • Ability to collect and analyze player input and share relevant feedback with relevant teams (e.g., game design, product development, marketing, sales, engineering).


CustomerServ’s Online Gaming Outsourcers Deliver Customer Support Expertise That Drives Long-term Revenue Growth

As the market expands to embrace newer high-growth segments, video game companies’ business models are likewise evolving away from relying on one-time purchases of new game releases and equipment. Rather, companies are discovering that to achieve long-term growth, they must tap into a recurring revenue stream generated by loyal customers.

When players need help or answers, they want a fast response that resolves their issue and gets them quickly back into the game. Partnering with an experienced outsourcing provider that provides a well-run customer service center staffed by experienced, tech-savvy agents who are knowledgeable about the systems and games they support can be the differentiating factor that gives both established companies and independents an edge over the competition. CustomerServ’s gaming industry call center vendors have deep expertise in:

  • Voice, live chat, SMS, email
  • Social media support    
  • Sales, service and retention
  • Retail store support
  • Community forums and content moderation
  • Online and digital support
  • RPA (Robotic Process Automation) solutions
  • Mobile app and device support
  • Technical support and help desk 
  • Payment inquiries and adjustments
  • US-based, nearshore and offshore call centers
  • Site based and work-at-home agents
  • PCI and SOC II compliant call centers
  • Bi-lingual and multi-lingual solutions