Why video game companies should outsource gaming customer services

Why should video game companies outsource gaming customer services?

Outsourcing gaming customer services gives game studios expert, round-the-clock player support while they focus on building great games.

In short, outsourced gaming customer services help studios:

• Handle a flood of player tickets without hiring in-house.
• Offer 24/7, multi-channel help across time zones.
• Cut costs and free up time for game development.

The video game industry has grown strongly in recent years. In fact, video game companies have experienced increased growth as more people turned to games for fun and social connection.

With bigger player bases, game companies also see more complaints, queries, and feedback. So gaming customer service providers usually handle this client feedback. However, the huge rise in tickets is hard for firms without a dedicated in-house team.

To keep up and please players, many game companies partner with outsourcing firms like Peak Support to boost their in-house team.

What are gaming customer services?

Gaming customer services are customer support functions built for players of a specific studio, such as Bethesda, Blizzard, and Nintendo. So these services handle complaints, answer queries, and pass player ideas to developers.

This may sound like the work of regular customer support teams. However, gaming customer service agents serve a much more specific niche.

Gaming customer services vs. regular customer services

Gaming customer services and regular customer services are only a word apart. Still, the two are not the same. In fact, agents who support gamers have more specialized skills and knowledge than their regular peers.

For example, these skills may include working knowledge of the studio’s game titles. They also cover content moderation across social platforms. In addition, agents understand the gaming platforms and hardware that players use.

Like most support teams, gaming agents may speak more than one language. It is not a must, but it helps a lot. After all, gamers come from all over the world, and not everyone speaks English. So many studios lean on multilingual call centers to serve every region.

Benefits of outsourcing gaming customer services

Handing gaming customer services to a third-party partner brings many benefits, whatever your size. So here are just a few of the advantages this move can bring.

24/7 real-time and multi-channel support availability

Most outsourcing firms run staff on rotating shifts. As a result, they give steady, uninterrupted service across multiple channels. This setup is a big win for game companies with players worldwide and living in different time zones. So players can connect in real time whenever they need help.

Reduced operational costs

Cost savings are another strong reason to consider outsourcing gaming customer services. With outsourced staff, salary costs can drop by a large margin. In addition, the partner often covers hiring, training, equipment, and facilities.

Improved connection with players

Many players already fix game issues on their own. So they seldom need help above tier 2. However, when they do need help, they want a real person, not a bot that just points them to a ticket page.

Connecting with an agent who knows the game reduces player frustration. In turn, it gives them a sense of reassurance.

Priority to core company processes

Video game companies are, first and foremost, development studios. So spending funds and energy to recruit and train an in-house support team pulls focus from game building. With outsourcing, that need goes away. As a result, the studio can redirect its full effort to the core of its business. Meanwhile, teams can also invest more in game QA and testing.

Why Peak Support is the best provider of gaming customer services

Peak Support’s gaming agents speak the language of gamers. So they help resolve issues more smoothly. In addition, these agents bring deep field experience, an average of eight years in the industry.

On the services side, this leading outsourcing firm provides Tier 1 and 2 support, technical help, prize redemption and delivery, and fraud flagging, among many others. The right technical support tools back this work every day. Moreover, Peak Support uses QA tools like MaestroQA. As a result, it keeps customer satisfaction high and gives useful insights to its partner’s developers.

Level up your company’s game with Peak Support’s gaming customer services!

Frequently asked questions about gaming customer services

What does a gaming customer service agent do?

A gaming customer service agent helps players with game issues. So they answer questions, fix account problems, and handle complaints. In addition, they pass player feedback to the game developers. Many also moderate in-game chat and social channels.

How is gaming customer service different from a normal call center?

Gaming support needs game-specific knowledge. So agents must know the titles, platforms, and hardware that players use. Regular support does not always need this depth. As a result, gaming agents often train longer and serve a tighter niche.

How much can outsourcing gaming customer services save?

Savings depend on your location and setup. Still, moving support offshore can cut labor costs by a wide margin. In addition, the partner often covers training, tools, and facilities. So your total costs usually drop.

Can outsourced agents offer support in many languages?

Yes, many outsourcing firms run multilingual teams. So players from different regions get help in their own language. As a result, studios can serve a global player base without hiring in every country. Because of this, response times often improve too.

Will outsourcing hurt the player experience?

Not when you pick the right partner. In fact, a skilled team with game knowledge can raise the experience. So choose a provider with strong QA, real gaming expertise, and clear reporting. Meanwhile, keep close communication to protect your brand voice. For more help, review the common customer service challenges before you sign.