If you’re old enough to remember when the latest in gaming technology meant circles eating dots, triangles shooting dots and rectangles hitting dots back and forth, you’re old enough to know that games and the gaming industry have been on a meteoric rise to maturity.

Perhaps in no other industry is customer engagement, combined with lightning-fast support, more important. Gamers demand a rich and rewarding product experience, but when it comes to customer support, what matters most is efficient customer service and a quick resolution of problems, according to a November 2011 Econsultancy Multichannel Customer Experience Report.

Serious About Service
Gaming companies are actively listening to their customers, investing in more customer service channels and more efficient CRM practices that allow a small support team to provide service to thousands or even millions of users. Main focuses are on mobile, social and in-game support. Gaming companies are smartly incorporating a media-rich knowledgebase as part of their games and social media pages, with an organized offering of “how do I” solutions for every level of player from how to play and how to level up, to how to purchase more currency and standard technical information such as how much RAM is required to run a game.

How-to videos and images, in addition to standard articles and FAQs, deliver Read More