There’s no question the gaming industry is huge (potentially worth as much as $138 billion globally). But if you’re part of the gaming world, you also are probably aware of how difficult it can be to appease the gaming audience by keeping your product and customer service high in quality. Here are some of the most common problems companies in the gaming industry face that stand in the way of business growth, and customer service tips for fixing them.
As the CEO, your focus is on the big picture growth of your company and the overarching strategies that go along with it. You trust other members of your team to handle your customer service department and make recommendations on your tech stack. But, when is it your role to take more of an interest in customer service tech? Should interactive voice response and self-service support be on your radar?
The answer is -yes. They should at least be on your radar enough to prompt you to ask the right questions about their role in your organization. After all, when all is said and done, customer satisfaction has a whole lot of impact on your company’s growth.
We all know that customer service within any industry is important and an undeniable part of the entire customer experience. But it’s not just something you should work on out of benevolence (although that’s the best place to start); it’s also good business. In fact, studies have found that even a moderate increase in customer experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues. That’s huge.
But if you want to improve your customer experience, you might be wondering what makes good customer service. There are some aspects of customer care, like responsiveness and kindness, that most people would agree on, but others aren’t so cut and dried. Consider which you would consider most important: A customer support representative’s knowledge of your company and product? Or their knowledge of your customers’ country and culture?
Here’s what we’ve learned.
It’s no secret that CEOs often have a hard time handing over parts of their business to others, including third-party providers - and we completely understand. Especially if you founded the company, or have been at its helm for awhile, the thought of giving up control or looping in another team to help you can be panic-inducing. How do you know if you’ve found a trustworthy business partner? Or if business process (BP) outsourcing is right for you in the first place? It’s not always an easy decision to make, and trust is a key factor to consider as you think about it.
If you’re still considering outsourcing pros and cons, here are a few ways you can cut through your doubt and get some answers that will help you gain some trust.