Providing a great player experience is critical for gaming companies to acquire, engage, and retain users in a competitive market. A key part of the player experience is the support that companies offer when users have questions or issues. That’s why live chat and customer service need to be priorities.
With the rise of mobile and online gaming, players expect always-on support. Being able to get quick answers encourages players to keep gaming rather than get frustrated and leave. Support also builds loyalty by making Lucky Days Casino players feel valued. When done right, it becomes a strategic advantage rather than just a cost center.
Live Chat Offers Real-Time Help
Live chat allows players to get answers in real-time without having to search FAQs or wait on email support. According to SuperOffice, live chat has satisfaction rates over 80%, the highest of any customer service channel.
| Channel | Satisfaction Rate |
| Live Chat | 83% |
| Phone Support | 74% |
| 61% |
With chat, common issues like login problems, payment questions, and how to play can be handled in just minutes. Having answers readily available gets players back into the game faster.
Strategies for Effective Live Chat
To leverage live chat, gaming companies should focus on:
Availability
Chat needs to be available when players need help, especially during peak gaming hours like evenings and weekends. Staffing adequately to cover demand is key.
Quick Response Times
The fastest live chats have under a minute first response time. Fast answers make for happy players. Setting the expectation to respond ASAP needs to be a KPI for support staff.
Knowledgeable Agents
Agents should be gamers themselves who know the games inside out. They need patience, friendliness, and ability to explain things to novice players. Hire for soft skills and passion for gaming.
Self-Service Options
FAQs, help centers, and communities allow players to help themselves. Integrate self-service options with live chat so agents can point players to solutions.
Proactive Customer Service Fosters Loyalty
In addition to reactive support when players have issues, gaming companies need to build loyalty by being proactive. Customer service touches like onboarding, incentives, and outreach make players feel valued.
Personalized Onboarding
Welcome each new player individually. Explain how to play, highlight key features, and set them up for an enjoyable first session.
Progress Incentives
Reward players as they achieve milestones with game currency, status, or real-world perks. This encourages them to keep playing.
Engagement Outreach
If a player hasn’t logged in for a while, reach out to win them back. See if they need help and offer incentives to return.
Getting these proactive touches right requires coordinating across community management, marketing, and customer service teams. But they pay dividends in longer playtime and higher spending.
Support Enhances Both Revenue and Reputation
Gaming companies that skimp on support do so at their own peril. Players have more entertainment options than ever before. If you don’t treat them right, they’ll simply switch to another game.
On the flip side, providing excellent live chat and customer service should be seen as an opportunity rather than a cost. The companies that support players best will see that pay off with better engagement, retention, and revenue growth. They’ll also build positive brand reputations that help attract new players.
In an era of viral backlash, how you support customers also impacts public sentiment. 72% of consumers will share a positive brand experience with others. But over half of those with a negative experience will tell their story. With gamers being highly connected on streams and social media, bad support can significantly damage acquisition efforts.
Conclusion
The bottom line is support needs to be a priority across people, processes, and technology. Hire support teams with care, invest in self-service options, and choose capable platforms. Deliver the kind of world-class support that players deserve and your player base will continue to grow.
