In the evolving world of gaming, the relationship between players and support teams is shifting. As players spend more time in the game, their support needs change from technical assistance to consultative support, as we have already established in our research “How Quality PX Impacts In-Game Bottom Line Results”.
In the evolving world of gaming, the relationship between players and support teams is shifting. As players spend more time in the game, their support needs change from technical assistance to consultative support, as we have already established in our research “How Quality PX Impacts In-Game Bottom Line Results”. This transition presents an opportunity for game developers to enhance player retention and lifetime value (LTV) through VIP management and personalized support.
Support tickets, often seen as a burden, provide valuable insights into player engagement. Data indicates that players who submit support tickets are highly engaged users, contributing positively to the game’s overall performance. Most support tickets come from players with over 30 days of in-game experience, reflecting their deep engagement with the game’s features and mechanics.
The volume of support tickets increases significantly over time, peaking after 180 days. Initially, players submit tickets for technical issues, but as they progress, their queries shift to gameplay and community-related concerns, showcasing their deeper immersion in the game world.
As players’ support needs evolve, they seek more strategic guidance and ongoing advice rather than immediate technical fixes. This marks a shift towards a more interactive and consultative support relationship.
Consultative support provides players with strategic guidance on optimizing gameplay, managing in-game resources, and navigating complex mechanics. This type of support goes beyond solving immediate issues, contributing to a richer gaming experience, and creating stronger relationships between players and developers.
Implementing VIP support strategies offers numerous benefits, including higher player retention, increased revenue, and a stronger community by building trust directly between players and studio/company, as we have also seen with our clients.
VIP players receive a tailored experience that keeps them engaged and invested in the game. Personalized, and prioritized support helps them overcome challenges and enjoy the game more fully. Additionally, loyalty programs reward long-term players with exclusive content, early access, and special events, encouraging them to stay active. We are competing for time after all.
VIP players are more likely to spend money on in-game purchases. Exceptional support can encourage spending through targeted offers and exclusive deals. Engaged VIP players often become community leaders, driving discussions and helping new players, which boosts the game’s overall community health.
VIP players can provide valuable feedback that helps developers improve the game. Their insights into gameplay mechanics, content preferences, and support needs guide future updates and enhancements. Satisfied VIP players often act as brand ambassadors, promoting the game to their networks and creating a positive buzz in the gaming community. This also creates a sense of belonging and being heard, in a world where there are so many members in a community, the player voice is one of the best relationship building tools we can leverage in today’s gaming world.
The shift from technical to consultative support in the player journey offers a great opportunity for game developers, and this is something we see daily in our clients operations. By recognizing and adapting to this transition, developers can offer VIP management that addresses players’ immediate needs and builds long-term relationships. This strategy enhances player retention, increases lifetime value, and creates a vibrant, engaged community. As the gaming industry continues to evolve, the importance of consultative support and VIP management will grow, making it a critical component of successful game development and player engagement strategies. Do you want to know more about player retention, LTV and how this impacts in-game bottom line results? And even better; do you want to learn how to leverage this? Download our full report here, for deeper insights into the topic!
Clayton Bakker is an expert in VIP programs within the gaming industry, bringing a unique blend of operational strategy and customer engagement to the table. With over 3 years of experience and 5CA’s 15-year expertise in gaming customer service, our elite VIP initiatives are designed to drive loyalty and enhance player experience. Clayton has demonstrated a keen ability to balance the complexities of VIP operations with innovative approaches that resonate with today’s gaming audiences. He excels in leveraging data analytics to refine VIP offerings, ensuring they are not only attractive but also effective in driving player retention and monetization.
Clayton’s work emphasizes a customer-centric approach, blending cutting-edge technology with personalized service to create unparalleled gaming experiences.
At 5CA, we believe that delivering this level of exceptional customer support isn’t just about resolving issues; it’s about building strong, lasting relationships that turn customers into lifelong fans. The secret sauce? It’s a combination of passion, precision, and forward-thinking strategies that form the backbone of an unbeatable support system.
What’s really keeping customer experience (CX) leaders in the gaming industry awake at night? Against the backdrop of rapidly advancing technology, it’s the enduring operational challenges that stand out significantly.
