The UK is a nation of game consumers. From hardcore gamers looking for the latest releases, to parents and siblings buying their loved ones gifts at Christmas, the industry is thriving.
Competition in the video game retail market is tough. This means that any way in which a company can talk to gamers itself to customers is a big opportunity. In other words, video game vendors should give the gamers live chat.
Although and telephone are still strong customer service communication channels, consumers are increasingly turning to chat-based platforms to deal with their enquiries. Plus, the immediacy of messaging apps like WhatsApp and Messenger has popularised the use of rapid, informal exchanges.
Chatting is fast, practical and easy.
So, not only is live chat increasingly popular, it also lends itself well to this class of gaming customer. The ability to have efficient conversations with multiple people simultaneously is a goal in most contact centres.
As opposed to forcing customers to queue in a voice call, or possibly wait 24 hours for an response to a query that may no longer be timely. This is especially true if he or she is accessing customer service using a mobile device that incurs data and talk to gamers charges. Video game businesses come under substantial pressure due to the surge in demand during new launches.
This becomes even more difficult during peak trading periods between September and January. Although and telephone customer service communication still serve a purposetalk to gamers enquiries via these methods cause backlogs. Instead of dealing with customer enquiries, some video game providers have been known to try and keep customers away from the contact centre during times of peak demand.
They fail to realise that although this will improve operational efficiency, it will also send potential customers to competitors. Over time, this le to a fall in telephone enquiries as customers increasingly turn to live chat.
The result is further operational savings, which the business can then reinvest into service delivery. Plus, live chat queues offer improved transparency and convenience over call queues. For example, chat provides display timers that show customers how long talk to gamers estimated queuing time is until the next adviser is free. As well as keeping users informed, this also provides the business with real-time insights into traffic levels.
So, chat affords managers the opportunity to reas resources to meet the need. If implemented with the correct ethos — fulfilling requirements rather than keeping away from phone lines — video game retailers can level up over their competitors.
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