Online entertainment is rapidly influencing how we spend our leisure time. Streaming platforms, gaming services and the like are becoming more popular by the day. Imagine now you can attend an event that is happening miles away, live from the comfort of your home.
You can also try some slot games or have a live casino experience on a platform like Kinghills Casino from anywhere with just a few clicks or taps. The global digital population is continuously increasing, and so is the online entertainment market, which was valued at about USD 90.2 billion in 2023. With countless platforms all over the internet, customer satisfaction is important for you to stand out.
Did you know that more than half of consumers will quickly switch to a competitor if their experience is not satisfactory even once? And what is customer satisfaction without good customer service? With this new generation that is so into tech and wants everything almost instantly, customer service has to adjust a few things to keep up. Let’s look into how that is coming along in online entertainment.
Omni-channel support
This kind of support allows you to provide your customers with seamless customer service across multiple platforms. That means they can reach you on their platforms of choice, be it in-app messaging, social media, website live chat or even by phone, without having to repeat their issue every time they switch channels. Like, if they start a chat with you on WhatsApp, they should be able to pick it up via email without explaining themselves all over again.
In digital entertainment, omnichannel support is a game-changer because consumers constantly jump from one platform to another and use different devices. By integrating multiple customer service channels and storing all your customer information in one database, you can help them smoothly, no matter how they reach out.
The system allows you to create a unified profile for each customer. So, when they contact your support, the team member attending to them is able to see their entire conversation history, regardless of the platforms they used before. With that, they can provide help faster and with a more personalized approach, which is good for your business because it could help you retain up to 89% of your customers. Plus, it can actually boost their satisfaction by 30%, as indicated by research from Zendesk.
You can also take personalization a step further by using the data you have collected to make intelligent product recommendations to your customers. For example, if a gamer inquires about some new in-game purchases you have released, the agent can go through their record and see what they’ve bought before.
That can give them an opportunity to suggest a new purchase that appeals to the gamer’s taste. Can you imagine how that will benefit both your brand and the customer, considering that over 90% of consumers are likely to get involved with brands that offer recommendations that are relevant to them?
Artificial intelligence (AI) solutions
AI is slowly becoming the new norm, blending into our daily lives through applications like Siri, a robot vacuum cleaner and more. Customer service has also not been left behind in adopting its use, seeing that 73% of consumers believe AI will help improve its quality.
In online entertainment, using AI-powered chatbots or virtual assistants can make customer service faster and more efficient. Chatbots are able to offer assistance round the clock, ensuring your customers feel supported even past your working hours. Even if the chatbot doesn’t have the solution to the problem, it gives the consumer some reassurance that help is on the way.
Chatbots also save you a lot of time by drastically reducing your response time. For one, they can handle common issues 24/7 and redirect the complex ones to your human agents, hence reducing the amount of work in their hands. Plus, they do it way faster than humans because they can quickly comprehend the question, find the information needed and give answers almost instantly. Actually, over 85% of consumers have had a neutral or positive experience with chatbots.
Interestingly, some chatbots and virtual assistants can offer help in multiple languages, which allows some entertainment platforms like online casinos to assist their different users with minimal language barriers.
Proactive approach
We are used to waiting for customers to identify issues or encounter problems on our platforms and contact us so that we can resolve them. But that should not always be the case. With proactive customer service, you anticipate the issues and prevent them or inform your customers beforehand.
For example, if there is a possibility that your gaming site will be down tomorrow for maintenance, you communicate to your customers in advance rather than wait for them to reach out when they notice it is down. That shows them you care and saves them from potential frustration. As a matter of fact, about 68% of customers appreciate proactive customer service notifications.
There must be a good reason why over 70% of business leaders believe there is a direct connection between your customer service and profitability. Maybe it is because customer service is like your bridge to customer satisfaction and retention.
And statistics have shown that increasing your customer retention by 5% could increase your profits by up to 75%. With the methods we’ve discussed above and more, the future of customer service in online entertainment in this technological era seems to be coming along well.
