Is outsourcing the hidden cheat code?
David Taylor, Partner Success Manager, Contact Centre Panel
I’ve recently got hooked on the latest big mobile game that is Marvel Snap. A “free-to-play” mobile game, where players collect cards based on Marvel characters, building competitive decks based on those cards’ stats and special powers and then battling other players. It’s fair to say that any spare time between work and dad duties has been taken up with a few games of Snap here and there!
The game itself is simple yet so addictive, becoming a popular hit with gamers world-wide with 12 million downloads in its first month! A real gem of a game for the die-hard Marvel fans (go give it a try).
Yet, as I sat plotting where to place my Iron Man card to double my point count, my thoughts went back to a recent conversation I had with a client. One where the client in question was slightly hesitant about the idea of outsourcing their Gaming customer service requirements to a third party.
Why was this?
Well, when we take a game like Marvel Snap, it’s very easy to see all the detail that has gone into a very simple looking game on the face of it. These types of games are really make or break for the developer in question, hence the meticulous planning and detail that goes into creating a game of this standard. So handing over your community management requirements to an outsourced partner can feel like a big bold step to take, one that can really have a negative impact on your player base if not done correctly.
It’s not just the traditional consoles that are delivering the latest games too, mobile gaming’s share of total gaming revenue has climbed significantly over the past decade. Today, mobile gaming is responsible for over half of total gaming revenue (Newzoo). From a customer point of view, its not just the avid console fanatics that can play these games, but anybody with access to the internet can now download their favourite game. This has presented an even bigger headache in terms of the breadth and depth of support that developers are now having to provide to their customers, which is why more and more gaming companies are looking to outsource their customer support requirements.
If sourced properly, the right outsourced partner can help the company to Level Up! their customer service strategy.
Those Level Up! benefits include (but not limited to):
- 24/7 real-time and multi-channel support availability;
- Reduced operational costs;
- Improved connection with players; AND
- Providing peak support for big launches/events
So the next time you are thinking about your customer/community strategy, select Co-op mode and let your outsourced Player 2 enter the game.
Are you looking for help with your Gaming Customer Services/Community Support requirements? If so, get in touch, we have specialised partners on our network who can help with this.