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Player Support

PLAYER SUPPORT

 

Support is an integral part of gaming experience. We provide 24x7 technical support services to keep players immersed in game.

It is becoming more important than ever for players to get the help and the answers they need so that they continue to stay engaged with the game. The studio’s top priority is to provide the best in-game experience possible but customer support cannot be overlooked as it is an integral part of the gaming overall experience. Users have a voice and are some of the most vocal customers of any industry so service is crucial to keep players immersed in the game. 

Player/Customer support is nowadays a key customer retention criteria and is a major focus areas for companies across the globe. GlobalStep has a team of expert customer support executives and an engaged leadership that brings in a lot of expertise and experience in managing the customer support function on behalf of its clients. The team enables enhanced player experience with better effectiveness, productivity, efficiency gains and cost savings through 24 x 7 multi lingual support, community or social media management,  forum moderation, app store reviews etc.

​Interactions with the digital customer are becoming more complex and more personalized. Customer service, which uses social media to serve customers, is rapidly becoming the new, critical channel to drive satisfaction and loyalty. GlobalStep uses technology-enabled solutions to effectively deliver social media customer service.

One of the important aspects of running a user community is making sure that the user-generated content is moderated properly. And chances are, when you have an active audience engaging with each other, you will find that some of your topics are being spammed with promotional posts and third party links. GlobalStep can help you improve and manage forums and world chat, including topic and message creation, and appointing and managing moderators.

  • Player Support
  • Player Support Helpdesk
  • Community/Social Media Management
  • Forum/Chat Room Moderation
  • Integrated QA And Player Support

Player Support Helpdesk

We provide 24x7,365 days of technical / customer support services to varied (B2C) business to customer and (B2B) business to business segments. GlobalStep can address your helpdesk requirements with our highly skilled and proficient teams of agents and efficient services.

Some of the key characteristics of our services are:

•    Cultural understanding of user base to provide appropriate responses
•    Consistency of approach and knowledge retention
•    Straightforward billing mechanism
     - Very competitive rates make dedicated teams a reality
     - All-inclusive service: support, troubleshooting/research, escalation and resolution
•    Subject Matter Experts
     - Troubleshooting and research

 

Community/Social Media Management

Interactions with the digital customer are becoming more complex and more personalized. Customer service, which uses social media to serve customers, is rapidly becoming the new, critical channel to drive satisfaction and loyalty. GlobalStep uses technology-enabled solutions to effectively dispense social media customer service.

•    Efficiently handle queries on social media
•    Identify spammers or “add me please” Facebook fans
•    Monitor conversations across social media in real-time
•    Respond to complaints, requests, and mentions of advocacy in owned and earned social media in real-time
•    Execution of strategic social media engagement, content delivery, and outreach 
•    Communicate directly with users and assist the support team in resolving community-related issues
•    Report user feedback, advocate for suggestions and compile community-related metric reports 
•    Ensure that the user community stays informed of company goals and activities

Forum/Chat Room Moderation

One of the important aspects of running a user community is making sure that the user-generated content is moderated properly. And chances are, when you have an active audience engaging with each other, you will find that some of your topics are being spammed with promotional posts and third party links. GlobalStep can help you improve and manage forums and world chat, including topic and message creation, and appointing and managing moderators.

GlobalStep team can help you:

•    Communicate and interact with the online gaming community
•    Fostering a user-friendly environment on community message boards
•    Writing, reviewing and coordinating blog content and internal messaging
•    Moderating forums and establishing standards, enforcing rules and setting the appropriate tone for the site
•    Generate insight into community performance and provide recommendations for improvement

Integrated QA And Player Support

GlobalStep, with domain expertise in the games industry along with a culture of delighting the customers, is well placed to serve your end customers as our own. GlobalStep provides an integrated service offering which combines our game industry expertise with that of customer service and provides a unique solution that can effectively handle your customer queries or issues. We cater to various kinds of tickets ranging from basic game related questions to feedback or bug reports or missing rewards or compromised account handling. With the integration of QA, the agents have ready access to the QA team and can use their expertise to vet bugs or get immediate references on aspects of the game which they have mastered while performing QA. This results in faster response times and a happy satisfied user base. 

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