Glossary

Player support

What is player support?

Player support refers to the design and delivery of customer service to players (also known as gamers) within the games industry.

Player support encompasses all of the touchpoints a player has with a games company, including — but not limited to — email, chat, voice, video, social media and within the game itself.

The purpose of player support is to create a positive player experience by alleviating frustrations and removing barriers that are keeping gamers from the full enjoyment of a particular title.

Player support services can be grouped into a few categories, including:

  • Technical support for matters related to billing and connectivity
  • In-game support for gameplay issues or challenges
  • Trust and safety support for community and content moderation

Measurement of player support often involves tracking, and continuously improving, a number of key performance indicators, such as: first contact resolution (FCR), average handle time (AHT), customer effort score (CES) and customer satisfaction (CSAT).

To focus on development and other core activities, many games companies seek partnership in the form of player support outsourcing.

Benefits of player support

A robust and well-executed player support strategy offers the following benefits to games companies:

  • Improved player experience: Timely, personalized support on the channels players frequent will get them back in the game — minimizing frustration and maximizing enjoyment.
  • Increased player loyalty: Effective and efficient resolution to player needs makes players feel that their time, and money, has been well spent. Over time, this can lead to a loyal player community and growth via additional word-of-mouth marketing.
  • Safer player communities: Trust goes hand in hand with loyalty. By clearly defining a community's rules and maintaining standards, players will feel safe when interacting with your titles.

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