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Outsourcing Gaming Support:

Why It's a Game-Changer

The gaming industry has evolved beyond just gameplay; it’s now more than ever about the entire experience with the brand, from start to finish. With player demands skyrocketing, studios are often left in a scramble trying to balance game development with effective player support. That’s where outsourcing steps in, offering a slew of advantages like cost-efficiency, top-notch player support, game testing, and more.

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What Does Outsourcing Gaming Support Entail?

Outsourcing gaming support is not just about offloading customer service; it encompasses a wide range of services:

  • Localization Services
  • Player Support
  • Community Moderation
  • VIP Services
  • Game Testing and Quality Assurance
  • Consulting Services
  • AI Solutions
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Localization Services

Entering new markets? Outsourcing localization services can translate your game into over 50 language pairs, expanding your global footprint. This service goes beyond just text translation, including nuances such as context, idioms, and cultural references.

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Player Support

An outsourced contact center can provide robust support to address any player issues, from game activation to gameplay problems. These services often cover all channels like email, chat, social, and voice support. So you keep the players engaged while your team focuses on new content or crafting the next big game.

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Community Moderation

Online gaming communities are vibrant but can quickly turn toxic. Content moderation keeps the player environment healthy and safe by proactively managing risks, fraud prevention, and addressing player wellness. It also aims to reduce churn by engaging players even more and making them hyped about new content, events and updates.

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VIP Services

For those high-value players and top-spenders, VIP services can go the extra mile. Think of it as a concierge service for your top-tier players, covering specialized support services and even exclusive in-game offerings, to make them even happier about playing and making purchases.

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Game Testing and Quality Assurance

While your team is building those jaw-dropping graphics, addictive mechanics, and breathtaking storylines, an outsourcing partner can ensure there are no bugs or performance issues, conducting rigorous game testing and quality checks. Outsourcing it gives you flexibility and cost-efficiency that couldn’t be achieved in-house.

Consulting Services

If you’re not sure where to start or looking to scale, consulting services can provide tailored solutions, from traditional player support to advanced anticipatory customer experience (CX).

AI Solutions

Applying the power of AI to your Quality Assurance and Player Support workflows is the next big thing. Forget about chat-bots, re-emerging bugs and frustrated players – proper AI back-end integration will help your QA and Support agents to be more organized, efficient and helpful than ever.

Real-World Applications: Case Studies

Trusted by big names like Warner Brothers outsourced support services have proven their mettle. For example, Arise Gaming, a leader in the field, has scaled programs for both mainstream and indie titles over the past decade. Their community management and player support services have helped developers manage their communities in multiple languages vastly increasing player satisfaction and dropping costs per support ticket. Check out Arise Gaming Case Studies for more insights.

The Perks: Why Outsource?

Cost-Efficiency:
Save big on operational costs.

Expertise:
Leverage industry experts who know gaming inside out.

Global Reach:
With servicing provided in the United States, Canada, the UK, Jamaica, and India, you’re well covered.

Quality:
Professional quality checks and player support systems in place. 

Wrapping Up

So, the bottom line? Outsourcing gaming support offers a comprehensive, cost-efficient solution for game studios aiming to balance high-quality game development with exceptional player support. From player engagement to quality assurance, it’s all covered.

John Pompei
SVP of Gaming
Customer Success

John is responsible for Customer Success and Operations for Arise Gaming and Arise Consulting services. John has been recognized as a CX thought leader, developing strategies, and implementing solutions for customers across the globe. His ability to blend the use of technology with the human element, has enabled him and his teams to be recognized for excellence in Customer Experience and Support.

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