The gaming industry has significantly evolved in the last decades. Gamers are now enjoying more modernized platforms, enhanced availability of games worldwide, and better player experience. But when it comes to support, is the gaming industry catching up with other industries? According to the 2025 GDC State of the Game Industry Report, the gaming sector’s current approach to player support is a mix of growth and challenges. More specifically, the AI-powered solutions serve as a double-edged sword that could enhance player experience but minimize the impact of empathy and personalization at the same time.
With this, game developers are working to create solutions that can strike a balance between efficiency and reliability. Compared to other industries, CX in gaming is often overlooked. But nowadays, advanced gaming experiences are also equal to more inquiries, complex technical support issues, and changing satisfaction rates. As a result, more gaming companies are considering outsourcing gaming support solutions. If you’re curious to know what companies fit your gaming support needs, keep reading.
How does customer support work in gaming?
Just like in many industries, customer support in the gaming industry encompasses all efforts to provide assistance to players. It touches every interaction between the game developers and player communities. This also includes the game developer’s ability to address and resolve technical issues that impact customer experiences.
When gamers can reach out to a reliable unit or department for their game-related concerns, it is a form of support. And when the gamers receive a prompt, accurate, and permanent solution to the issue, that’s peak support. Game customer support can be tricky because steps are done virtually, and points of empathy and human touch are missing.
Most common gaming customer service issues.
Hardware and software issues.
Customers frequently seek help with gaming consoles and software. Agents need to troubleshoot common hardware and software dilemmas effectively. Gamers want timely solutions.
In-app support
New and experienced gamers are always searching for different gaming apps for competition. One major issue is inconsistent game mechanics. Quick support is vital for addressing concerns and ensuring player satisfaction.
Social media discussions
Discussions in gaming, particularly competitive ones, can become heated and disrespectful. This poses a challenge for customer support in maintaining respectful dialogue online. To combat this, companies use community moderation, essential for creating a safe gaming atmosphere for players of all ages.
Payments and subscription problems.
Quick resolution of payments, refunds, or other issues is essential for maintaining a good customer experience.
Top reasons why gaming companies outsource customer support
Cost reduction
Having a trusted partner for gaming support means not having to shoulder all the expenses related to hiring a team of agents. Service providers assume the full responsibility of selecting, hiring, and training the right staff for each task. From onboarding to skills development, you can just pay a fixed cost and acquire an excellent team to handle your gaming support needs.
Focus on core business
Customer service outsourcing allows gaming companies to concentrate on core business functions that generate revenue. When a reliable company is handling the support unit, gaming companies can shift their focus to tasks that develop new products and services. This ensures consistent improvement in terms of quality and overall business performance.
Elevate gaming experience
Player support operations are the backbone of customer experience in the gaming industry. To guarantee great player feedback, high-quality support is needed. BPO firms around the world are equipped with advanced technology, software, and manpower to provide top-tier gaming support.
Moreover, the rise of new practices in the virtual world gives way to a seamless workflow. It also fosters strong relationships with players and creates a personalized approach that will enhance their overall service experiences.
Boost customer satisfaction
Support backed up by in-depth knowledge and modernized solutions can guarantee customer satisfaction. Esports organizations invest in outsourcing their support teams to lead their services to new heights, creating happier customers and more long-lasting and valuable partnerships.
Scalability
Looking to scale your business operations based on demand? If scalability is one of your ultimate goals, outsourcing is an excellent move. Gaming companies can provide scalable support through outsourcing by effectively optimizing costs, utilizing on-demand staffing, providing round-the-clock global coverage, and tapping into specialized expertise—all without the burden of developing and overseeing an extensive in-house team.
Facilitate seamless operations
With the emergence of automation and other AI-driven solutions, players can enjoy a more effortless experience. Outsourcing your gaming support to the right company helps you take advantage of these new practices, facilitate quicker response times, and provide flexible solutions based on the clients’ changing needs and preferences.
7 gaming customer support companies to help you improve user experience.
1. Digital Minds BPO
An all-Filipino outsourcing firm, Digital Minds BPO boasts over a decade of experience in providing customer support solutions to various industries. From ecommerce to gaming, Digital Minds BPO specializes in delivering prompt, accurate, and round-the-clock support to customers. Apart from live chat, phone, and email support, the company can also help you manage your large volumes of customer data. Digital Minds BPO’s data entry solutions are among the best in the Philippines.
On top of that, the company also offers expertise in gaming content moderation services. Its skilled content moderators are trained to maintain safe online communities in gaming. For affordable yet high-quality outsourcing services, contact Digital Minds BPO.
2. Peak Support
Peak Support specializes in business process outsourcing (BPO) for gaming companies, delivering exceptional services in customer support, technical assistance, trust and safety, and back-office operations. Their gaming support encompasses fostering player communities, enhancing customer retention, addressing complex technical issues, and moderating content to create a secure atmosphere. Peak Support is dedicated to developing a skilled, adaptable, and scalable support team tailored for its gaming partners.
3. TELUS International
Telus International, now known as Telus Digital, specializes in gaming outsourcing services that encompass customer support, content moderation, and community management for video game companies. Their offerings are meticulously crafted to address player inquiries, resolve technical difficulties, oversee in-game transactions, and maintain community safety, along with policy enforcement. Additionally, they provide talent acquisition services for gaming-centric positions, customizing their strategies to fit the unique culture and brand voice of each client’s game.
4. SupportYourApp
SupportYourApp is a Support-as-a-Service company that has been delivering secure technical, customer support, and customer experience services to expanding businesses worldwide since 2010. They provide omnichannel, scalable support tailored to various business requirements, offering everything from low-volume, round-the-clock coverage to steady 9–5 support throughout the week.
With adaptable hybrid scheduling options and data-compliant solutions, SupportYourApp presents an intelligent alternative to conventional providers. This approach allows clients to decrease operational expenses, enhance customer satisfaction (CSAT), and concentrate on growing their business while SupportYourApp handles their support needs.
5. Conectys
Conectys has secured its place as a leader in gaming customer support by providing exceptional Business Process Outsourcing services globally, tailored to meet diverse linguistic requirements. By placing a strong emphasis on the welfare of its support team, Conectys has introduced a variety of wellness initiatives that enhance happiness and job satisfaction for its agents, resulting in an exceptional experience for customers.
6. Glow Touch Technologies
Leveraging advanced technologies and in-depth knowledge of today’s gaming trends, Glow Touch is committed to illuminating each player’s journey with timely and effective help. Their determination to provide remarkable customer experiences positions them as an essential partner for any gaming company aiming to boost its customer support.
7. CustomerServ
CustomerServ merges excellent service with gaming knowledge, offering tailored support for gaming companies and their communities. Their well-informed agents tackle technical, gameplay, and account issues. As a leader in customer service outsourcing, CustomerServ effectively meets gamers’ needs.
Things to look for in a gaming support partner.
Proven experience and expertise.
Just like other sectors, the gaming industry’s a competitive one. While there are many companies that offer customer support solutions, picking the one with proven experience is crucial. Apart from the number of years the company has spent working with game publishers and developers, you should pick the one with in-depth knowledge of the gaming industry.
Check their client portfolio and ask for previous client feedback to verify your potential service provider’s expertise and reputation.
Cutting-edge technology
To be able to provide exceptional support to gamers, technology plays a pivotal role. A gaming company’s performance and credibility rely on the quality of support it provides. Personalized support provides a certain type of assurance to gamers, knowing that their needs are prioritized. Achieving this is a lot easier with the right technology and software to aid your remote support team.
24/7 in-game support
When players are hyped up while playing, they expect thorough and easily available assistance from the game developer. As the gaming industry grows, companies are more exposed to diverse global player groups. These players are located in different regions and play under different time zones.
Thus, having 24/7 support through live chats and chatbots allows your company to connect with players worldwide at any time. Omnichannel support is another way to manage multiple platforms using just one, making it practical and effective. It’s how customer support is expected to work today.
Reasonable rates
The growing demand for gaming support solutions may cause outsourcing rates to skyrocket. So, choosing a service provider that offers reasonable rates without compromising quality and performance is important. Most outsourcing companies offer flexible and custom pricing models that let clients make the most of their budget.
Multilingual support
Regardless of a player’s location, being able to navigate the game in their preferred language can positively impact their gaming experience. Top players are generally located in different regions, so it is important that your service provider is capable of utilizing multilingual support software or hiring multilingual agents to help your gamers.
Top-notch manpower
Customer support in gaming encompasses multiple areas. From monitoring and answering inquiries to payment assistance and managing player data. Working with a BPO provider that has a reliable team of support agents can help you achieve your objectives. Make sure that your service provider only hires, trains, and keeps the best.
You can also check whether their clients are happy with how agents assist them. CSAT score is a popular determinant of customer experience quality.
Outsource your support solutions and give your gamers the highest level of CX they deserve.
And there you have it, the seven best outsourcing companies for gaming customer support. Gamer experience plays a crucial role in the overall performance and reputation of a gaming company. Thus, choosing a reliable partner for gaming support solutions is very important. Whether it is your first time outsourcing or you’ve already tried working with a service provider for other tasks, Digital Minds BPO has got you covered.
We offer effective, prompt, and affordable customer support services for various industries. With over a decade of experience, we take pride in our efforts to help businesses boost efficiency and productivity while cutting costs. Our seasoned team of agents specializes in different support functions, encompassing basic email, phone, and chat support as well as content moderation. We are committed to assisting game developers in ensuring safe and fun online communities and providing 24/7 global assistance.
Contact us today and let’s start building your dreams!
