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The online gaming industry is expected to be worth $180 billion by the end of 2021. The industry will command a huge userbase of 2.725 billion by the end of 2021, just to put in perspective, the e-commerce industry had 2 billion users in 2020. The gigantic growth of online gaming is now unstoppable.

With multiple countries allowing online betting games to function with little to no restriction, the adoption rate of Internet-based gaming has improved. The growth is expected to accelerate with the rollout of 5G technology by the end of 2021.

While the industry is growing, people are aligning themselves with industry, but not everything is smooth like butter for the players. Leading players often find themselves working closely with governments on compliance management, leaving them with no time to focus on customer service, lead generation, and creating educative literature.

Leading challenges concerning Online Gaming Industry includes

Customer Education

Since the contemporary players are the flag bearers of online gaming, they are also responsible for ensuring a smooth transition of customers from traditional to internet-based gaming. Failing to offer requisite support will leading customers leaving them for contemporaries.

Real-Time Support

Since a lot of online gaming platforms involve monetary transactions, they need to ensure quick and instant support to customers from varied backgrounds. Lack of quick support will lead to a bad customer experience impacting the growth rate and future revenues.

Onboarding Partners for Growth

Online platforms have always relied on affiliate marketers and online forums for gathering quick growth. Online gaming players will also need additional support from third-parties to grow. Lack of in-house expertise to build one such network is a prevalent problem.

Quickly Changing Norms

Since the industry is in a nascent state and laws governing it are unclear, organizations are in a fix. Any change in compliance or laws needs to be propagated instantly to end-users. The lack of such channels is making it difficult for organizations to keep users updated.

How Call Center Outsourcing Services Can help Online Gaming Players?

Call center outsourcing service providers have assisted e-commerce, fintech, and EdTech players in establishing a wide presence during their earlier days. The experience of outsourcing organizations will come in handy for online gaming players in fighting prevalent challenges.

  • Outbound Information Call Services

    To ensure customers submit their required details before starting to access online platforms for gaming, companies can rely on outbound information call services. These services will help every user easily submit their details and be ready for gaming.

  • Inbound Customer Support

    A lot of first-time users will dial-up customer care as soon as they join the platform. With inbound customer support services, online gaming platforms can help all these customers in having a smooth experience of playing games online.

  • Outbound Lead Generation Services

    To have a pool of affiliate marketers and online forums promoting the product, companies need to invest in outbound lead generation services. With professionals reaching out to potential partners, online gaming platforms can build a loyal base of promotors.

  • Welcome and Onboarding Calls

    A unique mix of outbound information call and onboarding call services will help online gaming platforms propagate necessary information at the earliest. These services can help companies in ensuring all customers are up to date with the latest norms.

Typical Use Cases for Call Center Outsourcing for Online Gaming Companies

  • Inbound Customer Support

    For managing incoming customer queries related to the platform, billing, and more

  • Outbound Information Desks

    For providing the necessary information on the platform, plans, and offers to customers

  • Customer Survey Support

    For running effective customer survey processes for measuring CSAT

  • Inbound Technical Support

    For handling incoming technical queries about your platform and functionalities

  • Inbound Customer Support

    For managing incoming customer queries related to the platform, billing, and more

  • Outbound Information Desks

    For providing the necessary information on the platform, plans, and offers to customers

  • Customer Survey Support

    For running effective customer survey processes for measuring CSAT

  • Inbound Technical Support

    For handling incoming technical queries about your platform and functionalities

Case Studies