The release of Final Fantasy 14 in 2021 was such a success that even digital copies of the game ran out. In addition, long queue times and servers’ inability to manage many players further marred the launch.
However, it’s the kind of success to which game developers all aspire. That is, with a few intelligent tweaks, like to outsource customer support.
Here we will look at the benefits of outsourcing as they specifically relate to games and software developers.
Why Customer Support is So Crucial in the Tech Industry
As a games developer, it’s tempting to think that all your clients will be geeky teenagers who know as much about coding as you do. However, there are far more players in the market. Gen X was the first actual gaming generation, and many of them still avidly follow the latest gaming trends. In addition, general software developments span an even more significant number of users.
The point is that while you may target a particular market, your reach extends way beyond this initial ideal. You must cater to all within that reach or risk losing business. Even within your specific target market are clients that require technical support. Therefore it’s wise to outsource customer support if you cannot manage it in-house.
The Benefits of Trusting an External Team
Thirty years ago, the idea of hiring outsiders to manage your sensitive customer service functions may have seemed crazy. Today it makes perfect sense as long as you partner with the right team.
Why?
The right team is there to help you succeed and grow your business. They understand that your success helps them build their own and are as committed to your clients as you are. The right firm will train a dedicated team of consultants until they know your product inside and out.
The company will work with you to allow their team access to your knowledge base to find the answers to more obscure questions.
How does this help you grow?
Imagine what you could accomplish with flexible staffing requirements. Say, for example, that you want to build hype about a new launch and ensure that your clients get additional support around that time. You could hire thirty or so consultants temporarily and hope they dedicate sufficient energy to the task.
Alternatively, you could outsource customer support to a suitable agency. They would manage employee numbers to ensure that you have the capacity you need when you need it. As these would all be customer service professionals, they already have the skills to deal with all clients.
All they would need to learn is more about your launch. Anything else they needed, they could read in your knowledge base. So, instead of you spending weeks or months looking for suitable recruits and then wasting time and money weeding out the bad apples, you have a ready-made team.
What’s more, if you play your cards right, you could partner with a multinational firm. This would give you the added advantage of having multilingual employees to converse with your clients in their home language.
Aside from the service training and language aspects, you could look for a firm with a strong background in IT support.
Game Over: You Win
When you outsource customer support, you provide your clients with pleasant and knowledgeable consultants who offer 24/7 service. It’s a win-win for all parties and enhances your brand image.
