The gaming market is vast and has expanded greatly in recent years, both in the form of in-app mobile games, online and console multiplayer games. Its worldwide market is expected to grow to $180.1 billion by 2021. That being said, chatbots are proving to be a solid solution for in-game customer support to meet players’ high expectations for fast customer service.
Bots can immensely lower support costs for gaming companies while exponentially speeding up resolution time which is why companies are jumping at the opportunity to integrate chatbots in their gaming foundations.
Gaming companies are finding ways to place support in-games to make it easy for players and not to disrupt their immersive experience. Opting for their own support in-game provides companies control over the experience, meanwhile keeping players engaged.
Benefits of a Chatbot in the Gaming Industry
- In-Game Support
Games are complex and are constantly under development with updates, new features, and fixes which can sometimes result in issues for the end-user.
With the addition of a chatbot to assist support teams, the support response becomes faster and more efficient for a client base that continues to rise. All businesses and industries that automate customer support through chatbots tend to link users with the answers they seek as fast as possible.
In-game bot support is a great solution for immediate user support. But a FAQ chatbot is also required on websites and apps of gaming companies and aggregators. FAQs are a great source of information for players but they are often out of date and difficult to find or navigate. Implementation of a chatbot consolidates all the FAQs in one place, thus making it easier for players to navigate through them in a targeted way.
- Gather Insights
Chatbots can record all conversations and collect important data from players that can be used for marketing, remarketing and segmentation. Companies can learn about their audience from this data and use it to their advantage to detect common questions, pain areas and get an in-depth understanding of what users need.