12/13/2023 0 Comments Vip rumor rss readerThankfully there are several powerful and effective ways to manage your VIPs to ensure this happens. It’s critical to ensure your best gamers PLAY, STAY, and PAY. Gaming companies know how much effort it takes to turn a non-paying customer into a highly lucrative player that drives revenue. The tailored replies drove CSAT up to 25 per cent higher vs. We recently performed an A/B test with a leading gaming company that demonstrated the impact of customised responses vs. What was your last response to them, what kind of compensation did you give, how did they react – are all questions you should ask. More importantly, since VIPs may connect with your support teams more often, it’s essential to take the time to do a little research on each customer. Your top players expect personalised service and can spot a canned response a mile away. Templated responses for VIPs may not pay off when it comes to CSAT. And remember, you can pull several compensation levers, including credits and in-game boosters/multipliers. Compensation guidelines for these can vary based on VIP Tier to ensure you keep your best players engaged – and happy.Ĭompensating a regular player with 5000 points might not mean the same thing to a Whale who spends a lot more - and that might impact CSAT. Known issues, technical issues, problems with promotions, and bugs in features will always drive tickets. We work with one company where their biggest spenders have a direct line to a specific agent. You may even want to have your absolute top players connect with a single dedicated agent. They will need to help some of your most experienced players, so they will need to be subject matter experts. Go deep and ensure these agents are dedicated to one title and truly understand the game they are supporting. Deploy your best agents, with the strongest gaming and service skills, for your premium players. Customers connected with a CSR in under 48 seconds who addressed their issues quickly.Īnother powerful option is dedicated Player VIP Desks. Chat serviced players had a 24 per cent higher CSAT vs. We spotted an opportunity to drive up CSAT with chat and suggested a trail for VIP players. Goodbay works with a gaming company that initially offered a single channel of support. However, your best players will appreciate options when it comes to connecting with customer service. Multi-channel support may not be feasible for your entire base of players, as it can be costly. Goodbay recently ran a test with a leading gaming company that demonstrated shorter response times propelled CSAT up by as much as 64 per cent. The increase in CSAT associated with speed can be dramatic. Player downtime has a direct impact on your profitability.įaster response times also drive Customer Satisfaction Score (CSAT) – and you want to keep your best customers happy. You want them engaged in play – not sitting on the sidelines, waiting for a response. Speed is the name of the game when it comes to your most valuable customers. Here are five ways to level up your game plan when it comes to lucrative players: It takes a lot of work – but the effort goes a long way when it comes to driving loyalty, engagement, and revenues. This economic reality means it’s crucial to create a vibrant, engaging gaming ecosystem with excellent player support for your VIPs and Whales.ĭelivering VIP customer support is not easy or for the faint of heart. Of the 5 per cent who do pay, the top 1 per cent are serious players who drive 80 per cent of revenue. On average, 95 per cent of gamers are non-paying. Guest post written by Sapan Shahani, CEO at Goodbay Technologies.
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