What do you need to know about gaming customer service? - Pontica Solutions

What do you need to know about gaming customer service?

Is gaming customer service different?

Yes, there are basic customer service principles, unique to gamers. They require special treatment.

It is a growing industry with great competition. According to a recent study of ESA (Entertainment Software Association) more than half of the US homes have device that’s used to play games. It is a 29 billion dollars industry and it will only continue to grow.

Hiring gamers produce rewarding support and a meaningful connection. They understand the passion of their fellow enthusiasts and speak their language. Nowadays automated support is important in the delivery of customer service, but the gamers want more human interactions.

Gamers need quick responses. For many, it’s how they survive their commutes or how they unwind after work. That’s why the cornerstone of any gaming customer service strategy should be to get gamers back to playing as soon as possible. Even a quick personal message, acknowledging that their message has been received and providing a deadline for a response, will do wonders.

According to ESA, players believe that gaming provides more value for their money than any other form of entertainment. So, gaming customer support needs to maintain that value outside the game. Companies need to anticipate gamers’ needs and queries before they ask for help. For instance, more in-depth self-help sections, addressing issues brought up on various forums like Reddit or Discord. It is particularly important for game support strategies to include knowledge bases and FAQs.


Not every player`s inquiry has a solution, this is why it is important to make them feel like they are helped to the best of your ability – in-game credits or gifts are a great idea. A small gesture with a huge impact. If the issue can be helped, let the gamers know that their feedback matters. They want to know that their feedback has an impact on the product and conveying this message is vital for any good gaming customer support strategy.

Gamers are passionate individuals that invest time and money in your game. Make sure your gaming customer support reflects the level of commitment by constantly developing quick, personal and proactive player support.

Do you want to hear more about gaming customer support? Together with our support team for Bandai Namco, we have lots to share. Contact us and let’s see if we can work together!