The interaction between customers and companies is crucial to the quality of service consumption, and this is especially true in the gaming industry. Providing customer support is a key aspect of online games and services based on the interaction of gaming communities. It provides players with help during the game and promotes an active exchange of thoughts and experiences between them.
Experience of the contact center A.R.C.E. with game projects: Wargaming case
Among our many game projects, the case of cooperation with the company “Wargaming” is the most revealing and informative, so the vast majority of information is based on this experience.
Features of the industry
The highest level of involvement of the customer support team in the work of the product itself.
Everyone who works on the company’s project has a large amount of information about the product and uses it. However, it is difficult to expect a lot of product involvement from an agent who, for example, supports a taxi service because it is difficult to be a fan of a taxi service.
However, he must be a fan of the game the agent works with, because this is the key to the success of the project. After all, in the modern world, online games are not always a story about the game itself but primarily about entertainment, hobbies, community, and a special lifestyle. Without understanding the intricacies and sensations of the game, the agent will not be able to find a common language with clients.
Support as a beta tester
The support team is the first and most loyal users of the game, so they are often also testers of new features.
Low staff turnover
This is due to the fact that real fanatics usually work in this field. They do not overwork, but with great pleasure, they invest a lot of time and effort into a project that is like a hobby for them.
In addition to providing support in the form of feedback and communication, the team can also act as brand ambassadors, helping to promote the game and attract new players.
Gaming bonuses for employees
For agents, this is an additional incentive to work. These can be special privileges or access to exclusive content.
Technologies
It is possible to use any modern call and message processing system.
However, in our experience, the most common tool for work is the “Zendesk” management system due to its efficiency in working with non-voice requests. In our opinion, the functionality of “Zendesk” with non-voice communications and tickets is the most effective.
At the same time, you can use other tools, such as “Salesforce”, or your own solutions. Everything depends on the specifics of the business and the structure of the project.
Non-voice communications and tickets have proven to be the most effective because, in solving game situations, the agent needs to analyze information that can be added by the player, in particular through mail. Instead, the use of a telephone line in most cases leads to a decrease in the number of resolved FCRs and increases the processing time of requests.
The use of multi- and omnichannel in the game project allows players to instantly communicate with agents of the contact center. They can choose a convenient way of communication, such as chat, email, or social networks, and get quick answers to their questions or solutions to their problems. This provides gamers with convenience and reliability in communicating with agents to improve their gaming experience.
In A.R.C.E., we love video games and everything related to them. But, unfortunately, we do not develop them. On the other hand, we are good at providing excellent customer support for those who develop and release them, so get in touch!
