The Rise of Customer Support in the Gaming Industry: Insights and Best Practices from a BPO Perspective
Predicted to grow to $82 billion by 2017 (Source: Forbes), the global gaming market is forecasted to become more and more competitive. In terms of monetization, of the 400 million multiplayer online game players across the globe, 220 million did not spend money. The remaining 180 million constitute “paying” players that have an active subscription, pay once, or purchase the game through a retailer (Source: PC Gamer). Understanding players (whether paid or free-to-play) means understanding how to maximize return on game development and potentially convert non-paying players into a loyal revenue base.
A crucial question arises here. How can studios stand out from the crowd in the highly competitive gaming industry? For sure the current de-personalized, homogenous consumer support experience for players should be reconsidered by gaming studios.
Forward-thinking studios realize that providing exceptional customer interactions, alongside popular games, can directly impact the bottom line.
By implementing customer support for gamers you’ll maximize player lifetime value, improve the player experience, resulting in player retention and ultimately, player recommendations.
Partnering with a BPO organization will not only enhance your own game plan for customer support and level up your business in the gaming industry, but also help your company innovate through the shared business processes and enrich your corporate culture.
Download our insight paper to learn best practices for customer support for gamers from BPO companies and their industry leading US based gaming clients.
As 2014 approaches its end it is time to look back and make an assessment of what has changed in our industry over the passing year. What are the innovations and trends that would determine the evolution of the BPO sector?