How to provide great gaming customer support? In-house vs outsourcing, The ROI of customer support as a service

How to provide great player support?
According to Forbes, companies prioritizing customer experience witness an increased revenue of 4-8% compared to their competitors. Gaming companies are no different. The average US adult spends at least 30 minutes per day playing computer games. With these statistics, gaming companies across the globe are battling to increase their share, with customer experience being at the top of their list.

When it comes to player support, gamers have probably exhausted all other forms of help before reaching out to your call agent. In the gaming community, there are many forums and self-service technologies that are the first tier of help for gamers. For this reason, support representatives must speak the players’ language and understand that the game is part of who they are.

Customers across all industries agree that customer support plays a vital role when it comes to brand loyalty. This is the case for gamers as well. So how do you guarantee optimal player support for your gamers? Is outsourcing player support the answer to cost-effectively meeting all your customer support challenges? Let’s examine these support costs in detail starting with the in-house costs.

The hidden costs of starting with in-house player support
Staffing in-house customer support is expensive as there are many hidden costs. Startup costs include the time and expense spent hiring, onboarding, and training new employees. Then there’s the fact that no one works 100% of the time: there are breaks, meals, meetings, and, of course, the occasional office celebration.
In-house staffing with full-time employees is inefficient in other key ways. You can’t always have people to work when you need them too. Suppose you need help both early in the morning and late at night, but you can’t split a shift. Suppose you need help all seven days a week, but your in-house agent needs a day off. Suppose you need 40 hours all at once. An in-house agent or agents simply aren’t as flexible as an on-demand team. You’ll end up either sacrificing response time or overstaffing to cover the busy times. Playing Tetris with 8-hour shifts will never get you the results you want.
Don’t forget the associated equipment and IT costs: desks, chairs, computers, software, internet connectivity, and the time and people who manage all of that. It adds up.
The opportunity cost of in-house support
In addition to the fiscal costs of running customer support in-house, there’s an opportunity cost. Time and energy spent managing an in-house team could often be better spent on what gaming companies do best: building great games.
For example, consider a gaming company that licenses a physics engine instead of building their own. This allows developers and producers to focus on the unique aspects of their game rather than reinventing the wheel. Companies who find expert, outsourced support enjoy the same benefit.
Outsourcing promises reduced costs
Outsourcing is a common strategy for reducing customer support costs. With the right vendor, you can enjoy considerable savings. Not all outsourcing is equal, however. Pick the wrong vendor and what initially looked like a good deal can turn sour.
The best outsourcers focus on efficiency
We’ve discussed the inefficiency of using full-time employees to cover customer support—it’s one of the inefficiencies of in-house support. But many customer support outsourcers suffer from the same problem: they sell time-based on single-agent shifts. And while you might reduce some internal costs and get a lower hourly rate, you still won’t be able to efficiently staff player support. The result is either inconsistent response times or overstaffing to meet peaks.
Instead, look for a vendor that offers an hourly model that allows flexible assignment of coverage either spread across the day or all at the same time.
Time and efficiency are the biggest variables in support costs
You can’t judge a player’s support outsourcer by hourly rate alone. Your cost is determined by the amount of time spent on the job. With that in mind, there are a couple of things to look for when evaluating a proposal.
Are you paying for downtime or are you just paying for hours spent on the job? Are you getting 100% utilization?
Next, look for outsourcers that will work with your team to constantly optimize and improve efficiency. Vendors who look to improve workflows, optimize help desk configurations, and bolster documentation can save you money by reducing handle time. (Not to mention that reduced handle time will likely raise your CSAT scores, thus increasing the value of the support.)
In short, your most cost-effective solution might not be obvious at first glance. You can’t judge true cost solely on the hourly rate. Outsourcers that offer hourly deployment and pricing, 100% utilization and continuing optimization are often a better value than slow, inflexible outsourcers with deceptively attractive low hourly rates.
Don’t cut quality when you cut costs
Most outsourced support has a (deserved) reputation for poor quality. That’s true across industries, with gaming as no exception. We’ve all experienced customer support agents who just don’t get it, and don’t care. Nothing is more frustrating than someone reading from a script. And, as we know, gamers can be even less patient when seeking help.
That’s most outsourcing. Not all.
Though it’s a hard task, it is essential to find the right partner to professionally and efficiently handle your overall customer support. As we know gamers, can be impatient when seeking help from inexperienced support agents.
The challenge is finding experienced vendors, but it’s worth the effort.
With the right partner, it’s important to note that in-house vs outsourcing is not an “either/or” proposition. Flexible providers know how to blend both types of player support to maximize the advantages of each.

Key Takeaway

In short, outsourcing is a common, but very efficient way to reduce costs. However, the trick is to maximize savings without compromising on quality support. Outsourcers that offer hourly deployment and pricing, 100% utilization and continued optimization are a better value than slow, inflexible outsourcers with deceptively attractive low hourly rates.

In an era when customer support has proven to be a greater indicator of brand loyalty, gaming companies need to make conscious and well-researched choices when it comes to a player support outsourcer. Hiring a vendor that offers hourly-based models and continuing optimization schemes will save money, and make your customers happy. You will also find the time and energy to focus on the thing you do best — making amazing games!

Shopify started a rebellion sporting organization Rebellion with a StarCraft II listing

Canadian e-commerce company Shopify founded Shopify Rebellion, its own export organization that wants to participate in a variety of games.

The e-commerce giants have chosen to embark on their journey into competitive gaming with Blizzard’s real-time strategic title, StarCraft II.
The Shopify rebellion started with three well-known competitors in their ranks, namely host Sasha “Scarlett”, “BuN” Hyun Wu, and Julian “Lambo” Brosig.
Dario Vunsch, a retired StarCraft II player better known in the gaming world as TLO, left esports team Liquid in September 2020 to join the e-commerce team.

When non-endemic companies choose to play sports, they usually sponsor teams or competitions. Shopify has decided that player placement and management is beneficial – it can be a complex marketing endeavor for their e-commerce offering.
“We wanted to investigate what makes exporting great. Human stories told in-game and off-screen,” said TLO of Shopify’s sports. “Jokes. Discipline. Endless pursuit of mastery. What could be better than This journey to begin with. Like the three legendary players who play a game historically important to the sport, after all, a game can initiate anything.

Paper Crowns, a creative and marketing agency, is behind the Shopify Rebellion brand. In precisely January 2021, according to a tweet, they are working with infrastructure giant Vindex, Overwatch and Call of Duty developers Activision Blizzard and legendary organization Dignitas.

Tagged :

Largest export partnership in 2020

Partnerships and sponsorship are the ingredients of life in sport, good or bad. Without companies investing in the industry to promote their products and services, no one knows where this competitive game will last a lifetime.
Regardless of the obstacles it goes through, esports continues to successfully raise capital and use it to advance its business. This is the case, regardless of whether it is tournament organizers, team organizations, or support companies on the fringes of the industry.
With that in mind, we’re used to big deals being announced and it’s easy to forget about the progress we’ve made together over the long term. I’ve rounded up what I believe are the biggest esports partnerships of 2020, including the reasons why they’re taking the cut as a starting point. It’s important to document so we can better track future progress.

Date: April 16th
Details: Under the banner of United in Rivalry, BMW has partnered with five of the most famous organizations in League of Legends. As a sponsor of social media and t-shirts, but also more than that, BMW Sport wants to present a wider audience and provide a vehicle for the team.
Significance: BMW is a household name in many areas and the decision to continue investing in exports is not a mockery, especially considering the number of organizations they are setting up for this initiative. Given the story between Europe versus North America, Europe versus Asia, Europe trying to win the world, and North America not appearing in global events, this is a very clear move from the auto giant. What they produce in 2020 regardless of the global situation is a good sign for the future.

Fnatic and Gucci

Date: June 25th
Details: After Gucci disrupted the collaboration earlier in the year, he officially entered the sport in June, working with British organization Fnatic. A watch inspired by the team’s League of Legends team launched, priced at £ 1,150 with limited availability.
Significance: Much like the monumental success of Louis Vuitton’s 2019 invasion of the sport by League of Legends, Gucci’s arrival was the subject of much industry attention when it was announced. While they haven’t done much since launching their co-branded watch with Fnatic, we’re pretty sure the product launch was a success and they wanted to see how deep they could go further.
This partnership further proves that luxury brands can succeed in sports even though many fans haven’t opened their wallets in the same way they do in sports.

T1 and Nike

Date: January 16th
Details: Nike makes uniforms for all of the T1 roster, including their team at LCK, as the organization’s exclusive apparel partner. The sportswear giant also provides a “modern training facility” at the organization’s headquarters in Seoul to help with player development.
Significance: Although Nike has been in the sport under contract with China’s League of Legends, LPL, it has the potential to become a more influential contract worldwide. Almost everyone knows Nike, and they see this partnership as a sign of significant investment and ownership, similar to what they have offered in traditional sports for decades. Coincidentally, the T1 is one of the most popular team brands in the industry, which doesn’t hurt.

Tagged : / / /

The British Esports Association announces the COPE partnership

A non-profit organization The British Sports Association has announced a partnership with the Esports Parents’ Coalition (COPE), a support organization established to advise players in the sports industry.

As a result of this partnership, British Esports will work with COPE to develop content proposals such as streaming, videos and articles aimed at parents of esports professionals.

COPE was founded earlier this year by David Herzog, father of professional Fortnite Crimz player, and Shay Williams, mother of creator Vanish Duster. The organization seeks to share parental knowledge with esports professionals by advising players on contracts, prize taxes, training regimes, player welfare, and post-competition training and career opportunities.

The organization also tries to connect the players’ parents with each other to share knowledge. After founding COPE, Anne Fish, mother of British Fortnite gamer Benjyfishy, ​​Johnny Trosset Andersen, MrSavage’s father of 100 Thieves, and Chris Spikoski, father of Skeptic Misfits, and others joined their support network.

COPE co-founder and former IBM CEO Shay Williams commented, “Like any sport, parental involvement is the key to success. We want to encourage parents to better understand their child’s interests and help them get the most out of their athletic experience. “”

According to the announcement, the partnership will also help strengthen the advisory section of British Esports on its website. This organization now offers a center for career advice and guidance for esports parents.

Speaking about the partnership, Tom Dorre, Director of Education at the British Athletics Association said, “COPE has been doing a great job in such a short time and we are excited to work with them to get the message across.

“We look forward to continuing to educate other parents and future esports talents around the world to help them build successful esports careers and take advantage of its benefits.”

Tagged : / / / /

Microsoft acquired the Esports Smash.gg platform to strengthen its gaming segment

Microsoft (NASDAQ: MSFT) has acquired the sports tournament platform Smash.gg in another plan to expand its gaming segment. Neither company has confirmed the value of the deal.

The acquisition was announced via a Twitter statement from the Microsoft Esports account. According to Microsoft, enthusiasts should expect more support and opportunities.

Smash.gg currently supports more than 6,000 active events.

Microsoft’s growing gaming segment

Microsoft wants to build a positive image in the world of games built on the Xbox platform. However, Microsoft’s gaming image changed after the company decided to shut down the Mixer live streaming platform in early 2020.

Microsoft’s gaming revenue hit $ 11 billion recently, although the company aims to reach three billion gamers. In particular, revenue from the Game Pass subscription service, which gives fans access to content from various studios, is increasing.

Smash.gg has been in the California industry for five years. The company’s goal is to build an active virtual world around the world.

The trusted bank from Challeger

Tagged : / /

The Current State of E-Sports Betting

Groupies, agents, and fame. They are stuck in pop stars, but not only in bands, actors, or football players. The e-sports market also has all of that and much more. Betting companies sponsor clubs, put ads on stadiums, and sometimes become valuable partners to competitions. The outcome is an industry that already surpassed the billion-dollar threshold, and which is seen as one of the top media trends for the next decade, getting almost as popular as NHL betting. But why is that so?

E-sports, the short form of electronic sports, connect people from all over the world to play video games. So, basically, people are getting money by doing something that is considered entertainment. And, as the market grows and enters a maturation phase, e-sports conquer new sources of revenue, being the betting industry one of the most relevant.

What makes it so appealing? I’ll tell you all about it now! 

[IMAGE – https://unsplash.com/photos/Mf23RF8xArY]

Easy Access

Last year, the League of Legends World Championship gathered 100 million viewers. The number represents the main effect of having tournaments streamed for free, and TV channels dedicated exclusively to gaming. Furthermore, having available videogames with various stories makes it easier to engage different people. So, virtually, this easy access increases the chance of attracting people interested in betting. 

Novelty

When we talk about gaming, there’s always something coming up. Producers and developers seek every day to develop new virtual worlds, including characters, tools, and abilities. Thus, people do not run out of novelties. Innovation is put into the service of e-sports, giving it a sense of never-ending industry which, in turn, means that one looks to that market as a valuable branch worth investing in.

Different Ways to Bet

Gamers choose their path on the game, while bettors choose in which currency they want to bet on them. Nowadays, it is even possible to use cryptocurrencies to bet on e-sports. That means not having to go through a bank nor to give basic personal details. Using technology this way for exchanging digital information, paying a bet is more secure and calls more people to do so. Not to mention, obviously, the fact that bettors can place their odds from wherever they are, comfortably seated… or even running.

New Screens

Mobile games are the new market for video games, accounting for 50% of the entire industry. Without needing a console or PC, there’s new freedom in gaming. In the competition field, innovation goes further and now allows gamers to connect their mobile phones with console controllers. Competitiveness gets higher and bets get more enthusiastic. 

Persistent Emotion No Matter What

In the middle of a pandemic, people say that e-sports betting has everything to achieve the greatest of the years. All because this new digital paradigm we live in made the gaming industry nearly the only show in town. Football matches, for example, were canceled and the outcome was an even bigger growth in e-sports betting.

The Major E-Sports Betting Markets

Now that you know why e-sports are calling more and more bettors, it’s time to know where they are. The straight answer is easy: Asia, particularly China. And that isn’t surprising, right?

Please don’t take this as a stereotype, but the truth is Chinese people are into gaming. This, along with highly populated areas, put the country on the top of e-sports betting. Just think about what I told you in the ‘Easy Access’ section: more people mean more potential bettors and increased revenues in every competition.

Where to Bet in 2020?

Betting on e-sports is no different than betting on other sports. Usually, people go to a website and place a bet on the winning player or winning team. As there are loads of websites to do so, it’s important to take some factors (such as reputation) into account, when choosing one. In 2020, 22Bet and Betway are seen as the most user-friendly esports betting sites. Explore them and take a chance!

The Future State of E-Sports Betting

Not surprisingly, the market is expected to keep growing, over the next decade. Big companies will buy smaller ones and it will be possible to place a bet during a tournament. So, things may get even more enthusiastic, with more games coming up and the US, the UK, and Germany taking a more important position in the field. 

Meanwhile, Artificial Intelligence will enter the game, but it won’t decrease the popularity of gaming. 

More fans, more money going around, and loads of emotion. E-sports betting has a bright future waiting for it. Do you wanna bet?

Tagged : / / / /

Q1 Esports Entertainment’s revenue is $ 222,392

Esports betting company Esports Entertainment had $ 222,392 in revenue in the first quarter of its acquisition of Argyll Entertainment earlier this year.

According to the company’s financial statements, operating expenses for the three months ended September 30 were $ 3.7 million, a significant increase from $ 700,000 in the first quarter of 2019. The company attributed this increase to “salaries, compensation from stock,” marketing, expenses for legal and professional services related to increased business activity. “

The net loss for the period was $ 1.8 million, while the company’s total assets at the end of September were $ 10.4 million.

The operator described an “increase” in business in October. Total growth was over $ 16 million a month and revenue for the first month after the first quarter was more than $ 600,000.

Esports Entertainment estimates total sales of $ 13 million for the financial year 2021. The company expects this to grow from its main platforms Argyll and VIE to $ 25 million in the next fiscal year.

Commenting on the results, Grant Johnson, CEO of Esports Entertainment: “We have achieved very important milestones since joining NASDAQ in April.

“The COVID-19 pandemic has really accelerated the rapid growth of esports and generated mass broadcasts for national television viewers on ESPN and Fox.

“This trend helped us set new records for the world-renowned Legend series with our partner Allied Esports. This is just one of many successes this quarter.

“We believe this year’s achievements provide a very solid foundation for long-term growth and offer investors a real chance to play clean in the fast-growing world of global exports.”

Tagged : / / / / /

Esports conquers the world


Exports are conquering the world
As for esports as a permanent global television business, there are League of Legends and others. Last weekend, Tencent’s Riot Games ended the competition that now dominates this year’s sport: the LoL World Championship in Shanghai. South Korea’s DAMWON Gaming won and the coverage of the event was huge.

For more than a month, Riot has hosted 22 teams with about 230 employees in Shanghai. More than 3.2 million people in China have registered for the lottery to take part in the championships. 6312 were allowed to attend in person. Riot’s lottery system removes brokers and asks contestants to prove they are real League of Legends players.
And no cases of the coronavirus have been reported.
The finals attracted the second largest audience in esports history, excluding China, according to preliminary data (after just one LoL match last year). Chinese media reported that more than 50 million people in the country watched the final on Saturday.
Sponsors at various levels including Mercedes-Benz, Louis Vuitton, Mastercard, Spotify, Cisco, Bose, OPPO and Red Bull.
Riot plans to return the LoL championship to China next year and hold events in several cities before the US tournament takes place in 2022.
Meanwhile, TV ratings for traditional sports dropped sharply almost everywhere this year.
“League of Legends is a cultural phenomenon in China,” said Tom Martel, director of Riot’s global export business, Monday. “This is our biggest territory in terms of fans and players. Their passion for the league goes far beyond what we have seen elsewhere.”

Martel said the production of about 45 different services and networks is distributed around the world in about 20 languages ​​and the company will not have complete data on global audience numbers by the end of this month.
“There is no sport without a fantastic match. It starts and ends with the quality of play and the response from our fans around the world,” said Martel. “As an export company, our presence in all of these regions is a big part of it. We operate 12 professional leagues around the world that maintain a full-time professional ecosystem there.”

“It’s an ambitious way for players to say, ‘Hey, I want to be a professional player.’ How can I do that? “And they can look at League of Legends and its continued success and say, ‘This is something I believe, that it will be here.’ It won’t disappear or flicker. “”
“Seth Shisel.”

Tagged : / / / / /

PUBG exports to kick off the European PCS3 grand final on November 7th

The PCS3 article is already for sale. 25% of sales go to the global professional team and add up to the $ 800,000 prize pool.
PlayerUnknown’s Battlegrounds Continental Series 3, PCS3, in short, continues after action-packed qualifiers in Europe, North America, Asia-Pacific and Asia.
In the qualification, 16 teams from each region qualify for their regional Grand Final competition.
Fans can watch the European Final in action on Twitch from 18.00 GMT / 19.00 CET daily from 07.00 to 08.00, 14.00 to 15.00, and 21.00 to 22.00.
PCS3 elements and revenue sharing
The PCS3 grand finals feature the return of PCS items and a Pick’Em challenge. Fans can prepare and celebrate PCS3 by purchasing in-game items on computers and consoles.
25 percent of the revenue from this purchase is distributed among the participating teams in the four regions. Of this, 12.5% ​​will be added to the $ 800,000 global prize pool and 12.5% ​​will be distributed evenly among all participating competitions.

With every PCS3 item purchase you will receive at least one voting coupon which can be used for the PCS3 Pick’Em Challenge. Two previous challenges from Pick’Em raised the prices of PCS1 and PCS2 from $ 1.6 million to $ 3.3 million.
Details on the PCS3 Pick’Em challenge
Fans can get a chance to win prizes by guessing the winner of each regional tournament as part of the PCS3 Pick’Em Challenge.
Voting coupons are required and you can mark them by purchasing PCS3 items or win free coupons by watching live tournament streams.
Predictions of winners who successfully award Esports Points (EP) players, which can be exchanged for exclusive in-game items.
XP can also be obtained from Twitch Drops and by predicting which team will rank higher than the others. This voting mechanism, also known as Team Faceoff, does not require a voting voucher and is open to everyone. Additional details.

PCS3 European Grand Final Team
The following 16 teams have qualified for the PCS3 Europe grand finals:
natus Vincere
Polar lights
Digital athletics
FaZe Clan
TSM
Omaken sports
ENCE
shiftW
Team fluency
Saunabois
Red line
Etiget Esports
Tornado energy
observer
Consecutive wins
Pink pony

Tagged : / / / / /

Actions to combat fraud in sports competitions

BLAST esports tournament organizers have made significant changes to their code of conduct to prevent fraud for fear of match fixing. BLAST is the leading host for Counter-Strike: Global Offensive (CS: GO) and Dota2 tournaments, which are regularly sponsored by Betway bookmakers. The new rules were designed to prevent coaches from hiding after a scandal that …

Simplicity Esports and Gaming Company (OTCQB: WINR) announced today that it has signed definitive documents to acquire three additional gaming centers from franchisees in California and Washington. The game center, together with previously announced acquisition targets, achieved combined sales of over $ 2,000,000 by 2019. With the completion of this acquisition, Simplicity owns a total of nine company properties and 20 game centers owned by the franchisee. open and work. The franchise’s other 12 game centers remain closed due to government restrictions.

Roman Franklin, President of Simplicity Esports, said, “Social distancing and COVID-19-related capacity constraints have negatively impacted traffic at some of our gaming centers, while others have recorded record member sales for months. One of our company’s game centers in Texas has so far sold 37 new memberships in October.

2020 provides us with an excellent opportunity to invest in gambling center acquisitions while also taking advantage of commercial real estate disruptions that allow us to sign new contracts for five to ten years, calculated as a percentage of gross sales will. The EBITDA acquisition profile is attractive to Simplicity, as the signing of a new lease rate reduces fixed costs the most. This acquisition allows Simplicity Esports to report the total revenue from this gaming center on a consolidated basis. “”

In addition to this completed acquisition, Simplicity has six other non-binding letters of intent to acquire an esports gaming center at a new rental rate from the landlords. The other six acquisitions are expected to be completed by November 15, 2020.

Tagged : / /