Casual and Hardcore Gaming: The Gaming Industry’s Boom and the Need for Customer Care Support

Over the past few years, we have seen a significantly increasing boom of the gaming industry; since many young people have decided to get into casual and hardcore gaming, it is apparent that there is also a need for remote customer service support that will be able to handle any consumer issues that young people have — from installation issues to activation issues to tutorial support — and more. Our very own Callnovo Call Center is excited and 100% committed to providing gamers the customer care support that they need so that they can enjoy their gaming and so that the businesses and corporations that provide those games can continue to increase their revenue and continue to increase their own brand recognition throughout the world.

Vince Lupe is Callnovo Contact Center’s Marketing Assistant; he is proficient in the English and Spanish languages and shares more than 3 years of experience in marketing and in sales, as well over 13 years of experience in a variety of industrial customer service opportunities nationally and internationally. Along with Callnovo’s excellent operation and information technology teams (IT), Vince is dedicated to utilizing his seasoned experience in such a way as to ensure that all of Callnovo’s gaming industry clients have a reputable call center customer care team to trust in when it comes to resolving their casual and hardcore gamers’ various customer service support needs; likewise, Vince also dedicates his time to externally reaching prospective gaming industry clients with Callnovo’s services while Callnovo’s operation team hires, trains, monitors, and manages competent customer service representatives (CSRs) who are prepared to effectively and efficiently provide key solutions to each client’s consumer base and while the IT team manages the CRM platform which has been a vitally important tool for keeping contact center operations fully functional so that CSRs can quickly and professionally provide superb solutions to consumers through the various channels that consumers utilize (phone calls, live chat, e-mail, SMS messaging, and / or social media).

Over the past few years, we have seen many positive global changes when it comes to industrial sales success; when it comes to customer care support, businesses and corporations are finding that consumers are migrating from physical contact with customer support teams in physical offices to utilizing remote and Telecom communication channels such as phone calls, websites, SMS messaging, e-mails, live chat, and social media to connect with customer service representatives (CSRs) in order to find their pre-sales / post-sales questions and concerns taken care of. In consideration of this evolution of customer service, the use of an outsourced virtual assistant to provide outsourced pre-sales / post-sales customer care support is now the key to business growth and recognition, a competitive front in the ever-growing global market, and an excellent quality of customer satisfaction.

Though every industry has found some sort of degree of growth due to an active participation in this boom of remote customer care, one industry in particular that has been steadily growing is the gaming industry; video game consumption has steadily increased over the past 5–10 years, and more young people have been getting involved in casual and hardcore gaming. Gaming conglomerates such as Microsoft, Nintendo, and Activision — amongst others — have been flourishing; recently we have seen that Microsoft’s Game Pass subscription service has surpassed 10 million subscribers and has been growing since April 2020. In addition to this, over the past year, Nintendo has increased sales of its Switch platform by 24 percent, its new Animal Crossing: New Horizons game has surged past 13.5 million copies in sales since its March 2020 release — and, Activision has seen more than 60 million players actively playing its Call of Duty: Warzone game since its launch during the month of March 2020.

As game consumption has been gaining ground and growing at a significantly increasing rate, it is extremely clear that there is a dire need for customer service support to provide for casual and hardcore gamers the preparation that they need to play hard and play well and the confidence that they need to be able to enjoy the whole gaming experience with ease. Not only is it true that gamers have pre-sales inquiries regarding the performance and gameplay of video games — but, surely video game consumers run into after-sale issues with their games — such as (non-extensive list of examples): game account activation issues, game or console performance issues, how-to questions, and / or in-game purchase questions and / or issues. During instances such as these, a seasoned and professionally efficient outsourced virtual assistant is the key to the gaming industry’s customer care support because CSRs are the first interaction that young people look to for getting their questions answered in a detailed way and for getting their issues efficiently and effectively solved. By utilizing an outsourced customer care virtual assistant — and contact centers do it well — businesses / corporations have the opportunity of a lifetime to directly influence consumer satisfaction in an indirect manner in such a way that all gamers will not only find real gaming satisfaction throughout the entire lifecycle of their gaming experience — but, this will in-turn also bring growth to businesses and corporations in the form of a more dynamic recognition of their gaming brands, greater revenue, and more weight in the competitive market. The gaming industry’s businesses / corporations which are yet to utilize virtual assistants have a chance to find greater success than they have ever imagined; contracting a remote virtual assistant is crucial to making that success happen.

Our very own Callnovo Contact Center is super excited; we not only have been providing superb customer care support to gamers for more than 15 years, but we even work with some of the biggest gaming industry leaders — such as ZLong Game which has consistently been by far the fastest growing mobile games business in the world over the past three years, specializing in both the development and the publishing of some of the most enjoyable mobile games for the competitive global market. Our outsourced call center is 100% committed to providing gamers the focused customer service support that they need so that they can enjoy their gaming and so that businesses and corporations can continue to compete in the extremely competitive global market. With the continued growth of the gaming industry’s success — and with the increasing importance of customer service necessity — we guarantee that gaming businesses and corporations would be able to enjoy the following benefits while collaborating with our superb outsourced customer care services:

Complete Customer Care Support
We offer a complete customer service support package that provides telephone-based, e-mail-based, social-media-based and live-chat-based customer service that has global coverage and multilingual capability, and our client success manager is 100% committed to taking care of all global multilingual customer service responsibilities during each detail of the entire process of outsourced operations — including: the obtaining of client toll-free 1–800 numbers, the designing and recording of professional interactive voice responses (IVRs), the configuration of all telephone systems and CRM settings, the recruitment, interview, testing, and training of all CSRs, quality assurance, communications, follow-ups, operation feedback, the organization of meetings, recording and monitoring — and so much more. In addition to the above, Callnovo Contact Center’s information technology (IT) team uses leading cloud communication and CRM platforms to cater to clients’ specific requirements; likewise the IT team handles ticket management, phone recordings, SMS messaging, social media, Amazon Sellers, and Shopify Sellers, as well as advanced reporting and other functions in one perfectly integrated platform.

State-of-the-Art Customer Care Tools
We use the most advanced technology to ensure that each one of our CSRs can effectively and efficiently provide the quickest and most consumer-convenient solutions for every and all issues that gamers may have; the benefit of this is that our current and prospective clients do not need to invest in us since we already have the necessary resources to customer service and tech support needs. By investing in our clients first, we can ensure that no client has to pay high-cost software license fees, giving them the advantage and privilege of freely enjoying all the advanced features of modern cloud-based call center technology without any extra cost.

One of the platforms that we use is Customer Relationship Management (CRM) — the most up-to-date standard in client-consumer relations. CRM is the fastest growing and most widely used system available and prides itself in giving CSRs a complete overview of every consumer during the entire life-cycle of their interactions with each CSR; CSRs can collaborate with each other in multiple-CSR accounts as well as with their clients’ staff. In addition to this, CSRs can see each consumer’s history, the status of each consumer’s issue, each consumer’s social media activity (if applicable), campaign and lead information (if applicable), and more. The system is so beneficial that it can move businesses forward in shifting them from just being productive to being inherently consumer-centered; this not only ensures that consumer needs are met — but also ensures that businesses actively grow. Furthermore, one of the best perks that the system provides is the ability to manage issues across the different Telecom and communication channels without losing track of any issues; being able to connect many functions and those that utilize them on one platform is pricelessly valuable for delivering vitally important customer service experiences in a connected way.

The Utmost Integrity
As an ISO 9001-certified outsourced customer service and technical support contact center, we uphold the highest quality of integrity when it comes to client-consumer based solutions, proving that our clients can confide in us completely. For clients, we offer the security of a perfect collaboration experience with a personal touch to our services by emphasizing excellent results, promoting the highest ethics in our many services, as well as by maintaining transparency in our operations and communication — all to the end that our clients can be assured of how extremely important their businesses / corporations are to us. On the consumer side of things, we utilize quality control specialists who analyze the CSR-consumer interactions in such a way that they can ensure that very high-level language skills are used and that proper customer care is provided. Quality control specialists conduct at least two checks per week per agent to see how each CSR is doing with their customers; if needed, soft-skill training is provided — as well as recommendations on how CSRs can improve their communication. In addition to this, quality control specialists are assigned to any CSR who experiences difficulties in speaking or understanding a language; this is to ensure that CSRs can improve their language skills.

Money and Resource Savings
By utilizing Callnovo Contact Center for customer care support outsourcing needs, industries are able to save money and resources the following way (non-extensive):

  • they are able to save on the costs that they would pay for hiring onboard client service staff,
  • they are able to save the time needed to develop and complete projects by allowing more efficient and effective offshore and offsite professionals to take over these projects at a cut of the cost,
  • they are able to save costs on infrastructure development by allowing professionals offshore and offsite professionals to make the necessary infrastructural changes at a cut of the cost that industries would spend to do such work onsite, and
  • they are able to save on in-house training and recruitment costs since offshore and offsite partners already have the right professionals needed to take care of all the outsourcing business’ / corporations’ needs.

Around the Clock Customer Service and Tech Support — Without Locational Limits
We have strategically-placed offices in more than six countries and in more than ten sites throughout the world; our entire staff not only dynamically provides successfully-effective solutions in over 35 languages worldwide (such as: English, Spanish, Mandarin / Cantonese, French, Indonesian, Japanese, Korean, Russian, German, Turkish, Arabic, Portuguese, etcetera) — but, our staff handles overall throughout the entire range of our services more than 1,000 clients. We are thankful for our worldwide coverage because it allows us the opportunity to provide superb customer care support at any time during the day — regardless of the time zone; all gaming businesses / corporations can feel content and at peace to know that we have highly skilled offshore and offsite professionals that are available to provide the key solutions that consumers need for all of their customer service needs — whenever they need them — since providing consumers a highly satisfactory customer service experience is our upmost priority.

In conclusion, remote customer service support is becoming more and more significant as a major — if not the most important — means of providing for consumers the customer care support that they need; with the tendency to use the WWW for customer care and tech support there is a great urgency for small, medium, and large businesses and corporations to contract remote virtual assistants. As we took a look at the gaming industry’s success over the past few years, we realize that the need for gaming businesses / corporations to let virtual assistants handle their customer service support needs is an important means for the gaming industry to find greater success — and, we as a leading international outsourced contact center with a superb and cost-efficient customer service and tech support strategy would love to be the customer care solution that you trust in. Your gamers are our utmost priority; you can count on us to provide for them the most effective solutions, ensuring their greatest customer service satisfaction.

Callnovo Contact Center is an International Leader in Outsourced Call Center Customer Service.

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