Latest News  

TELUS International Europe: Why customer self-service is crucial for gaming player support

Learn four ways to deliver exceptional self-service player support to gamers

2017-12-06 23:47:39





Grégoire Vigroux
Vice-President Marketing Europe at TELUS
International

• Use player data and online forum interactions to determine relevant support material.
• Make it easy for players to find self-service material online through SEO optimization.
• Determine an ongoing knowledge base development and maintenance strategy.

Among the several customer care and support options, self-service has become increasingly prevalent. Microsoft's Global State of Multichannel Customer Service Report found that 90 percent of customers now expect companies to help them help themselves with self-service support. And while more and more customers are turning to FAQs, instructional videos and online forums for assistance, gamers in particular are one group that gravitates towards self-help customer support as a primary means of service.

An often tech-savvy community, gamers have long turned to online peer-to-peer assistance and other DIY options for support. "It's far easier to just type your problem into Google and find out what other people are saying about the same problem, instead of trying to contact a support person," explains Wyatt Fossett of game-design consulting firm Adrian Crook + Associates.

Self-service is also a faster support option than calling or emailing, minimizing lengthy disruptions to the gaming experience. That's why it's critical that gaming companies prioritize self-service as a first line of support in addition to the traditional support channels. Here are four ways to provide exceptional self-service support to gamers.

1. Let gamers run the show


Before developing self-service support material, gaming companies must listen and be receptive to players and their issues. "Never assume you know what gamers will want or ask," says Sethlans Vayu, a customer experience manager at HalfbrickStudios. "Player interests are diverse and will grow and evolve." Creating a static FAQ that assumes what problems gamers will face, and only addresses basic concerns, simply won't cut it.

Self-service options need to be driven entirely by gamers' needs. "Whatever we want is secondary to what our consumers actually want," says Tony Walsh, the founder and director of indie-game developer Phantom Compass. "We need to pay attention to what they're talking about."

Besides collecting data and feedback from tickets via other support channels (i.e. email, phone, live chat, etc.), Vayu stresses the importance of going online to see what's concerning gamers. "Trawl forums, Reddit, your game's social-media page, Twitter – wherever there is mention [of your game]. Start a tally of things your players are saying or asking. This is not only the best way to keep ahead of issues, but to keep connected with your players," Vayu says.

2. Leave self-help breadcrumbs online


Forums like Steam Discussions and Reddit are a part of many gamers' natural habits. It's in these online communities that gamers like to present issues and engage in peer-to-peer troubleshooting before they even consider reaching out to a contact center for support. It is, therefore, critical for games companies to be present in these forums, too. "Sometimes questions come up in there that really only a developer should be answering," says Fossett.

Answering forum questions is an act of customer support in itself, but where self-service comes into play is in the digital breadcrumb trail left behind. The question and answer become archived in the forum thread, and any gamer who has the same issue later on will likely come across that response in their online search.

However, Walsh does emphasize the need for companies to find the right balance of interaction; sometimes it's better to allow the community to answer their own questions. "[Be] cognizant that gamers don't want a parent in the room the whole time. They want to have their own conversations and don't necessarily want the developers to get involved," he says. "We need to allow gamers to have those conversations where they want to have them and we just need to be available if we can."

3. Create strong knowledge bases


In addition to listening to gamers and leaving digital breadcrumbs, companies should also create "original" self-service content options. One common approach is a knowledge base, made up of short, cross-linked and SEO-friendly articles offering simple explanations to common challenges or inquiries. The support material can function like instructional encyclopedias that expand as new customer concerns come in, or as old ones evolve.

Knowledge bases often appear directly on a company's support website, but both Walsh and Fossett also suggest creating Wikis on gaming sites like Fandom or Gamepedia, where a company can catalog information about its game, including any patches that have been released to address problems.

When it comes to the creation of any type of self-service material, SEO optimization is critical, as these documents must appear in a Google search in order to be useful. After all, creating the most educational FAQ document known to mankind will be of little help if a gamer can't find it online.

4. Stay involved — because the job is never done


Like game development, self-service is not a one-and-done process. Keeping gamers happy with self-service is an ongoing and adaptive venture. "When your product's long-term success depends on constant engagement and content updates, then this is a good way to be involved, whether it's directly moderating those conversations or leading those conversations," says Walsh.

Walsh likens neglecting self-service support options to an ignored garden: "If you walk away from it and it gets untended and weedy, then you have a lot more work to do when you go back in." By ensuring self-service is a priority with a regular maintenance strategy, gaming companies will keep their players happy and coming back for more.


Keep up-to-date with the latest thinking about BPO, ITO and Contact Center solutions. Each month, TELUS International, a global provider of contact center outsourcing and BPO solutions, shares insights on the latest customer service trends.
Related articles: https://www.telusinternational.com/


0 COMMENTS ^ Go back to Top
WRITE A COMMENT ^ Go back to Top
 
Your email address will not be published.
Nickname
Email
Comment
Validation Code
   
 
 
NEWS
SAP becomes first European tech company to create ethics Advisory Panel for Artificial Intelligence

SAP announced its guiding principles for artificial intelligence (AI) and its creation of an external AI ethics advisory panel – the first European technology company to do so. The panel, comprised of experts

 Read Full article »
DB Global Technology marks five years of activity in Romania

DB Global Technology, Deutsche Bank's technology center in Bucharest, celebrates five years of activity in Romania, the company announced.

 Read Full article »
US giant Apple officially registers company in Romania

American technology producer Apple officially registered a company in Romania, Apple Sales Romania SRL, controlled by Apple Distribution International and Apple Sales, both companies being registered in Ireland

 Read Full article »
Oracle Corporation registers 9.2 billion USD in revenues for 2019's first quarter

Oracle Corporation announced fiscal 2019 Q1 results, with total revenues of 9.2 billion USD, up 1 per cent in U.S. dollars and up 2 per cent in constant currency, compared to Q1 last year.

 Read Full article »
UiPath raises 225 million USD Series C Led by CapitalG and Sequoia

UiPath, the leading Enterprise Robotic Process Automation (RPA) software company, has closed its series C funding raising 225 million USD at a valuation of 3 billion USD. The round was co-led by existing inves

 Read Full article »
Xerox launched sales and marketing program for its partners

Xerox has launched in Romania the Xerox Global Partner Program to help its partners diversify their sources of profit and strengthen their customer relationships in the context of the growth of small and medium

 Read Full article »
Local IT services and software market marks under expectations growth in 2017, ANIS says

Domestic software and IT services market in 2017 rose only 2.1 per cent over the previous year to reach 975 million Euro, a growth rate under expectations, according to the most recent study conducted by ANIS s

 Read Full article »
Bitdefender secured direct presence in Australia by taking over local peer SMS eTech

Romanian security technology company Bitdefender said on September 11 it has acquired Australian peer SMS eTech, as part of its strategy of globally expanding in the consumer and enterprise segments.

 Read Full article »
Romanian employers forecast the strongest hiring pace in more than ten years

Fourth-quarter hiring plans are the most optimistic in Europe, on a par with Slovenia, and among the top 5 most optimistic globally, according to ManpowerGroup Employment Outlook Survey for the October – Dece

 Read Full article »
Oracle Academy expands offering with personalized learning resources and AI curriculum

Oracle Academy announced new curriculum offerings and learning modules to advance computing education globally.

 Read Full article »
 
 
MOST READ ARTICLES
» ROMANIAN OUTSOURCING AWARDS FOR EXCELL...
» Molson Coors started to grow its busin...
» French energy operator Total opened su...
» Capgemini to open new office at Suceav...
» Leoni to open new SSC in Cluj, cut job...
» The Outsourcing industry announces its...
» Luxoft expands Asia Pacific presence w...
» Genpact's COO: Staying ahead of the cu...
» Olga Botusan, Stefanini: There is a hu...
» LeasePlan to open service center in Bu...
 
EDITOR CHOICE
Vivek Bakshi, keynote speaker at People in Shared Services & Outsourcing Forum on October 18, at Bucharest

As a GM for the European Delivery Centers (Romania and Poland international locations) tasked with leading the growth and profitability of one of the most dynamic industries with a focus on customer service is

 Read Full article »
Tom Hobson, at People in Shared Services & Outsourcing Forum on October 18, at Bucharest

People in Shared Services & Outsourcing Forum brings in new top speakers starting with the Global Operations & Business Transformation Executive Tom Hobson, GM of ADP Romania.

 Read Full article »
People in Shared Services and Outsourcing Forum takes place on October 18th in Bucharest

Outsourcing Today, the integrated communication platform of for the business services sector, together with The Diplomat-Bucharest, kick off the autumn series of events on October 18, at Caro Hotel Bucharest, w

 Read Full article »
The outsourcing industry needs early and better educated graduates

In terms of development of business shared industry in Romania, the industry might face a need of doubling the current pool of employees, estimated now at roughly over 120.000 people, according to number estima

 Read Full article »
Francesca Postolache, PwC: In the digitally transformed work and living environment, it is essential to keep up with the present and future

It is important to educate and develop ourselves, in the digitally transformed work and living environment and to keep up with the present and future. We need to develop the ability to adapt for the future, say

 Read Full article »
Latest News  
 
about us | newsletter | contact | members area | GDPR policy
Copyright © 2015 by Diplomat Media Events Design by Diplomat Media Events