Outsourced Gaming Industry Customer Experience and Technical Support

Helping companies create the player experience their games deserve

A better gaming experience starts with a mixture of tech and team

With gaming clients, we focus on player experience and game moderation. Both are maximized when we combine technology with human touch. Gamers want a fast-moving, exciting experience – but they also want to feel safe on the platform. And if something does go wrong, they want quick resolution and the ability to contact someone if need be. We provide all that, and in the process, your brand is both protected and excels at a time when the gaming industry is one of the hottest on the planet.

“Outstanding management. Outstanding operations. You don’t get lost as a client. There’s a tremendous amount of individual care.”

SVP Operations

“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.”

Chief Financial Officer

“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.”

Customer Experience Manager

Our approach to gaming clients

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

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!

Contact us

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:

ConectysOS

Proprietary (and free to clients) CRM, ConectysOS

Gaming Industry Outsourcing

Robotic Process Automation (RPA) tools

Gaming Industry Outsourcing

Chatbots

Gaming Industry Outsourcing

Best practice and process consulting

Numbers our clients celebrate

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NPS
0%
Overall CSAT
0%
First Contact Resolution

Numbers our employees celebrate

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Employee NPS
0%
Percentage Continuously Trained
0%
Internal Promotion Percentage

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

Additional resources for gaming companies

Gaming Industry Outsourcing

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