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
TEDxBucharest welcomes 19 international speakers on the stage at the end of this November

The TEDxBucharest conference series reaches its tenth edition to happen between November 30 – December 1, at Auditorium Pallady, with 19 international speakers on the stage.

 Read Full article »
Office market demand in Bucharest reached 220.000 sqm in the first nine months of 2018

The office market demand is estimated to have reached 220.000 sqm in the first nine months of 2018, according to the latest study findings delivered by CBRE.

 Read Full article »
The missing link- Growing a solid entrepreneurial culture

Within a developing yet solid market where the necessary factors are on the table - investors, strong academic life, work force, skills and private companies operating countrywide - it seems that the evolution

 Read Full article »
Office leasing transactions up to 73.500 sqm in Bucharest in Q3 of 2018

The office market in Bucharest registered a total volume of 75,300 sqm of rental transactions in the third quarter of 2018, of which the new demand was 20,400 sqm. According to Colliers International real est

 Read Full article »
Violeta Luca is the new GM of Microsoft Romania

Microsoft announces the appointment of Violeta Luca as the new General Manager for the company's operations in Romania, starting November this year.

 Read Full article »
Oracle delivers personalized digital assistants for companies

Oracle announced the availability of Oracle Digital Assistant, enabling companies to build personalized digital assistants to help employees work smarter and more productively.

 Read Full article »
Verint opens cyber Research & Development center in Romania

Verint Systems announced the opening of a Cyber Intelligence Research and Development center in Romania. This new facility will offer Romanian IT professionals a unique opportunity to contribute to making the w

 Read Full article »
Microsoft leased 23.000 sqm offices in Skanska's Campus 6

Microsoft has leased 23,000 square meters of office space and 500 parking spaces in Skanska's Campus 6, in Bucharest, Romania. The start date of the lease is in the third quarter of 2020 and it is estimated to

 Read Full article »
DCA Romania expands outside Bucharest with a new call center

DCA Romania, the company's top five largest debt brokers in the country, opened in October its first call center outside Bucharest, the company announced in a press release.

 Read Full article »
Romanian fintech start-up Fintech OS was accepted into the Microsoft accelerator program in London

Fintech OS is also the first Romanian start-up that joins the Microsoft UK accelerator, after having passed a complex registration and selection process.

 Read Full article »
 
 
MOST READ ARTICLES
» ROMANIAN OUTSOURCING AWARDS FOR EXCELL...
» Molson Coors started to grow its busin...
» Office market demand in Bucharest reac...
» Digital Transformation and Next-Genera...
» How to protect your Romanian company a...
» Capgemini to open new office at Suceav...
» Atos Romania to hire 750 more people b...
» Bombardier hires site operations direc...
» Synergy of skills
» Fortech opens its second office in Ias...
 
EDITOR CHOICE
Keep the communication channels open

The necessity of creating a functional dialogue within a company has been underlined by Denisa Panaite Casu, PwC Academy Manager, Romania, in the panel of the recently held People in Shared Services and Outsour

 Read Full article »
Digital Transformation and Next-Generation Talent Development

To what extent will robotics, chat bots and other cognitive technologies change the makeup of our future workforce? With customizable software and cloud-based tools which promote automation, the low skill secto

 Read Full article »
Building an efficient business-wise ecosystem

The Romanian employees are well-seen and appreciated by foreign investors, top managers of large corporations and, as Vivek Bakshi General Manager International Operations (Europe), Wipro Technologies considers

 Read Full article »
How to achieve a solid culture of work?

The plenary session of the recently held People in Shared Services and Outsourcing Forum brought together the industry stakeholders and the authorities in an open dialogue panel, with the aim at identifying the

 Read Full article »
People in Shared Services and Outsourcing Forum, 2018: What kind of future, tomorrow will bring?

We have just concluded the fourth edition of our annual event People in Shared Services and Outsourcing Forum, the get-together of the Who's Who in the industry of business shared services in Romania.

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