In the gaming industry, competition for consumer engagement has never been more fierce. The biggest tech titans are now competing against independent developers. To drive long-term loyalty and capture player engagement, gaming companies need to provide quick, effortless support across channels.
In our Customer Service Benchmark Report, we wanted to understand how effortlessly the now 2.5 billion gamers can receive support if a question or issue arises on email, the preferred channel for customer support according to many surveys. We were surprised that only 53% of gaming companies worldwide have a readily-accessible email address, and of those, 76% ignore a simple customer service email asking for a game recommendation.