Outsourced Customer Support Services for Gaming industry

LET THE
GAMES
BEGIN

The Video Gaming
Industry Overview

The gaming industry is measured in the hundreds of billions of dollars. It is bigger than movies. It is bigger than music. In fact, it is bigger than the combined markets of films and music. With three billion people playing worldwide on various devices and platforms – and that number is growing daily – the forecast is for continued growth into the foreseeable future. And gaming is not limited to the act of playing.

An entire ecosystem has sprung around players: online communities, customized content, new technologies that heighten the senses, and other innovations that flirt with the border between virtual and real. This consumer segment is on advertisers’ radars because it is so unlike the typical target audience. Who is a gamer? Who isn’t, even people who do not consider themselves to be more than occasional participants.

Our Solutions

How we service your industry

Whenever an industry gains customers, it also sees an increased demand for customer service. We have extensive expertise in technology, SaaS, and cloud, supporting numerous web hosting companies, digital platforms, and electronics makers. That gives us a working knowledge of the service-related issues that companies face: scalability to handle growth, flexibility to manage peak demand periods, and to provide “wow” experiences.

Among our clients is an over-the-top streaming service that broadcasts sports that are often overlooked by major networks. This work involves subscription setups, billing issues, technical support, and scaling ahead of events that will draw large audiences. The client has experienced steady growth, while established broadcasters who rely on cable and rights fees are losing market share.

Part of our approach is a comprehensive feedback loop. Service agents interact with customers daily; what they learn is passed along to the client so that any decisions made are based on first-hand information, not speculation. This speaks to the challenge regarding communities and engaging the consumer regularly.

What We Do

GlowTouch is a technology-driven company, and we have guided numerous clients through the digital transformation, helping them better connect with customers to improve retention and enhance brand stickiness.

Channels

We Support

We live in an omnichannel world: chat, voice, email, social media, etc. Increasingly, the onus is on service providers is to offer the channels that customers prefer. That is part of delivering “wow” experiences. When a player contacts us, service and support have become parts of that experience.

We understand that games are often works in progress which are subject to ongoing development. This makes hearing the voice of the customer all the more vital.

NMSDC, WBENC, and WEConnect

GlowTouch is certified as an NMSDC Minority Business Enterprise (MBE) and a WBENC Women’s Business Enterprise (WBE) with the technological infrastructure and industry expertise to deliver the experience your customers demand. Values such as agility, responsiveness, and simplicity at scale serve as guideposts in working to earn your business every day.

Awards

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LET THE GAMES BEGIN