Why Game and Software Developers Should Outsource Customer Support


The release of Final Fantasy 14 in 2021 was such a success that even digital copies of the game ran out. In addition to the shortage, long queue times and servers’ inability to manage many players further marred the launch. It’s the kind of success to which game developers all aspire! However, the shortage revealed that there were some serious missteps along the way. With the benefit of hindsight, a smart move might have been to outsource customer support prior to launch. Below we will briefly consider the benefits of outsourcing as it specifically relates to game and software developers.

Why Customer Support Is So Crucial in the Tech Industry

As a game developer, it’s tempting to think that all your clients will be geeky teenagers who know as much about coding as you do.

However, there are far more diverse players in the market. Gen X was the first actual gaming generation, and many of them still avidly follow the latest gaming trends. In addition, general software developments span an even more significant number of users.

Game and software developers often enhance their brand image when they outsource customer support. Here are a few reasons why that's true.

The point is that while you may target a particular market, your reach extends way beyond this initial ideal.

You must cater to all within that reach — or risk losing business. Even within your specific target market, there are clients that require technical support. Therefore it’s wise to outsource customer support if you cannot manage it in-house.

Customer Support is essential in any industry, but the support cannot be over-emphasized within the gaming and tech community.

Lost Confidence, Lost Revenue

One specific example of an issue with customer support for a video game manufacturer is the complaints that some players have had about customer support for the popular game “Red Dead Redemption 2.”

Players have reported long wait times to speak with customer support staff, and that when they were able to speak with someone, they were not always able to provide a resolution to the player’s problem.

Other players reported that customer support staff were not able to provide helpful or accurate information about the game. Some players even reported that they were not able to get a refund or exchange for the game even if they were experiencing technical issues.

Another example could be the issue with “Fallout 76” customer support when the game was launched.

Many players reported that the game was plagued with bugs and performance issues. Many players faced difficulty reaching customer support, and when they did, they faced long wait times to speak with a representative. Some players also reported that the customer support staff were not able to provide them with any solutions to the problems they were experiencing with the game.

Additionally, the customer support for most of the online games have faced criticism because of slow response time and solution rate when it comes to account recovery, or refund of in-game purchase.

The Benefits of Trusting an External Team

Thirty years ago, the idea of hiring outsiders to manage your sensitive customer service functions may have seemed crazy.

Today it makes perfect sense as long as you partner with the right team.

Why does it make sense to outsource?

The right team is there to help you succeed and grow your business. They understand that your success helps them build their own and are committed to your clients. Gamers have a unique mindset and they are almost as excited about your game or app as you are. Gamers are a community — they want the success of other gamers.

The right outsourcing company will train a dedicated team of consultants until they know your product inside and out.

The outsourcing company will work with you to allow their team access to your knowledge base to find the answers to more obscure questions.

How does outsourcing help you grow?

Imagine what you could accomplish with flexible staffing requirements.

Say, for example, that you want to build hype about a new launch and ensure that your clients get additional support around that time. You could hire 30 or so consultants temporarily and hope they dedicate sufficient energy to the task.

Alternatively, you could outsource customer support to a suitable agency. They would manage employee numbers to ensure that you have the capacity you need when you need it. As these would all be customer service professionals, they already have the skills to deal with all clients.

All they would need to learn is more about your launch. Anything else they needed, they could read in your knowledge base. So, instead of you spending weeks or months looking for suitable recruits and then wasting time and money weeding out the bad apples, you have a ready-made team.

What’s more, if you play your cards right, you could partner with a multinational firm. This would give you the added advantage of having multilingual employees to converse with your clients in their home language.

Aside from the service training and language aspects, you could look for a firm with a strong background in IT support.

5 Key Benefits to Outsourcing Customer Service

1. Reduction of In-House Expenses

It takes a lot of staff hours to operate a call center. Game manufacturers are highly skilled at developing software, but they are often outclassed when it comes to customer service. This is because outsourcing companies typically have economies of scale and can provide services at a lower cost.

2. Access to Specialized Expertise

Outsourcing customer service can give companies access to specialized expertise that they might not have in-house. For example, a company might outsource customer service for a specific language or region in order to better serve customers in those areas.

3. Flexibility

Outsourcing customer service allows companies to adjust the level of support they receive based on their needs. For example, during peak seasons (and peak service hours in differing locations), a company may need to increase the number of customer service representatives available to handle the increased volume of calls.

4. Improved Customer Satisfaction

Outsourcing customer service can also lead to improved customer satisfaction, as companies are able to provide a higher level of service to their customers. An outsourcing company will typically have more resources and experience in handling customer service, which can lead to faster resolution times and higher customer satisfaction rates.

5. Enhanced Focus on Core Business

By outsourcing customer service, companies can focus on their core business activities, rather than diverting resources to maintaining an in-house customer service department. This can allow them to grow their business and be more competitive.

Game Over: You Win

When you outsource customer support, you provide your clients with pleasant and knowledgeable consultants who offer 24/7 service.

It’s a win-win for all parties and enhances your brand image.

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