Why does a Player Support Center also require a full understanding of the game?
Why do we need someone who has a full understanding of the game to handle a Support Center? If a support agent does not thoroughly understand the game, players will eventually leave even though your game is developing as planned.
Thus, you must work with a dedicated support team with a thorough understanding of the game. Here are the three major factors, which will be discussed today.
First: Figuring out gamers’ need
Most of the mobile games have various seasonal events and content updates. Without thorough game understanding, it will be difficult to designate a proper reward regardless of how well you have set up the event. If you cannot satisfy the gamers, it will result in a smaller number of both sales and players.
Second: Understanding the jargon used by gamers.
Players often adopted different nicknames for game items and regions according to their age, culture, and residing country.
For example, in the case of League of Legends, you can see many different abbreviations such as QSS (Quicksilver Sash), IE (Infinity Edge), and RFC (Rapid Fire Cannon).
If a support agent does not understand these abbreviations and nicknames used among players, it will be difficult to identify and respond to their issues. Besides, it will also take a longer time to recognize which item or what the players are talking about. Indeed, this will have negative impacts on player loyalty and satisfaction if the support agent could not respond to players’ inquiries properly.
Third: Knowing the game’s strengths
If a person who sells a product does not know its product information, he or she cannot get buyers to buy it. Likewise, if a support agent does not understand the game, he or she will be having a hard time trying to explain to players what strength the game has, which part can players enjoy the most, and why they should join the game.
If the support agent with a complete understanding of the game get to handle this similar issue, players will be able to get a more accurate answer. Moreover, it will also have a positive effect on the quality of Support Center.
Based on these three main factors, we could not deny that Support Center requires an agent who thoroughly understand and also enjoy the game.
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