Online gaming support and BPO – Indigo 21


Online gaming support and BPO

Online gaming support and BPO

Close up shot of the face of black and white playing card showing the Ace of Spades on a grey surface

March 13, 2024

The online gaming industry was worth an estimated $281.77 billion in 2023, and is expected to reach $665.77 billion by 2030. With more players online than ever before, it’s only natural that game fans will run into a few challenges — and we don’t just mean difficult levels. As the online gaming industry continues to grow, many customer support challenges need to be addressed to keep the online gaming community happy and thriving.

Online games are supported by both physical and cloud servers based all around the world in many different time zones and countries. The game players are customers too, and they have unique needs when it comes to competing online. Whether gamers are playing mobile games, console blockbusters or online role-player games, they will all run into similar challenges as they play against gamers all around the world.

Support for all types of games

Mobile games still dominate the online gaming market, with top hits like Candy Crush Saga making headlines as one of the first gaming apps to make $1 billion in revenue. While not all games can reach such viral heights, many online games require skill and hours of play to reach goals.

Popular online games decoded:

  • MMOs: massively multiplayer online games
  • MMORPGs: massively multiplayer online role-playing games
  • FPS: first-person shooter games focused on combat

BPO in online gaming

BPO offshore support teams can give in-house gaming customer service and support teams a much-needed boost. Offshore customer support for online gaming can help to tackle some of the first-line issues, including:

  • Login issues preventing access
  • Crowded servers making play difficult
  • Lost usernames and passwords delaying play

It’s crucial for online games to keep gamers online and to prevent user dropouts. And it’s not just the first-line problems customer support can help with. Games are more complex than ever, and customer support can even help players with that difficult boss level or tricky puzzle. Whether they play on a PC, iPhone, Android phone, PlayStation or Xbox, all gamers need the right support at the right time. Good customer support when players need it most can help to keep them playing for longer — meaning they have more fun and games companies can keep more active players.

Financial impact of online gaming

Some online games have in-game purchases, also known as microtransactions. Whether players are buying in-game items like collectibles or upgrades needed to reach the next level, these purchases can create challenges around online banking and payments.

All of these financial challenges can be supported by an offshore customer support team, who can be available at the end of a phone call or on a webchat to guide players through the transaction. Online casino customers and gamblers need the same support, especially when handling payouts and financial transactions that can be typically larger.

The benefits of using BPO teams

A company’s in-house support team can only be available for so many hours each day — those lines have to close sometimes! But by choosing to outsource to an offshore support team, your business can benefit from around-the-clock support to help keep gamers playing. Not only can choosing BPO customer support teams keep players online, but it’s a choice that comes with many business benefits, including:

  • Cost-effectiveness: you’ll save money choosing reliable and experienced offshore teams
  • Access a new labour market: with teams based in the Philippines, you can boost your in-house customer service and support teams with 24/7 access
  • Multilingual support: more than 100 languages are spoken in the Philippines, meaning you can give your customers a helping hand in their own words

For more information on gaming, check out our Gaming page to find out how Indigo 21 can help your gaming business keep hold of players for longer, and be sure to follow the blog for more updates on the world of BPO services.


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