Outsourced Gaming Industry Customer Experience and Technical Support
Helping companies create the player experience their games deserve
“Outstanding management. Outstanding operations. You don’t get lost as a client. There’s a tremendous amount of individual care.”
“Fantastic people who come to have a deep understanding of your company’s products and services, which you don’t often see from BPO and front-line agents.”
“It’s easy to communicate and collaborate with them, as they instantly adapt to any odd situation that arises and corrects what needs to be corrected.”
Strategy: We don’t want you to hire an order-taker. You deserve a partner. Metric-wise, we utilize Customer Satisfaction (CSAT) and Net Promoter Score (NPS) surveys with our gaming clients, which help measure player impressions and track whether they are happy with the company and game. This also produces highly actionable insight that can boost customer service, tech support, and game development as well.
Gaming Expertise: As the industry moves towards “the metaverse,” a technically-complex approach to our future interaction with games, we’re here to moderate that world and help players interact with it?
Collaboration: We become part of your team, and we develop solutions based on your unique set of goals and challenges. When we solve a problem, we do it by building the solution from the bottom to the top – in collaboration with our clients.
Flexibility: The game needs to unfold in real-time and be exciting. It cannot be slowed down for everything. The inherent yin-yang of gaming moderation is speed vs. Security. Players’ participation also increases with (some) predictable seasonality. Our player experience team plans for those periods and is ready for those surprises!
The “Goldilocks” Formula: We are large enough to be a safe choice but nimble enough to be entrepreneurial – and you always have access to our top decision-makers as well.
Helping gaming clients improve player experience
Forum and gaming video, audio, image, and text moderation
Player satisfaction
Player technical support
We’ve worked with some of the biggest gaming companies in the world in the past decade (both hardware and software). Part of our 30% headcount growth during COVID came because our gaming clients were seeing amazing gaming experience and increased financials, and needed more coverage.
If this sounds interesting, and you’d like to talk more about gaming moderation, let’s talk!
A digital-first mindset
Conectys takes a digital-first approach to every client engagement. While we start every solution build with technology at the forefront, we don’t believe that digital tools can completely replace other experiences. Rather, digital can support and enhance player experience (through speed and accuracy) and unburden live agents working on your team. We also believe a digital-first mindset is crucial to help our clients scale at lower cost. Some of the tools we deploy include:
Proprietary (and free to clients) CRM, ConectysOS
Robotic Process Automation (RPA) tools
Chatbots
Best practice and process consulting
Numbers our clients celebrate
Numbers our employees celebrate
Our Growth
Over 3,000 employees
12 locations (+WFH)
10 countries
Founded in 2004
35 Languages
24/7 Support
Our Certifications
ISO 9001:2015 certified
PCI (Payment Card Industry) compliant
GDPR compliant
COPC OSP compliant
ISO 37500 outsourcing framework
ITIL compliant
Our Insights into Outsourcing
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