Entertainment & Gaming
Add lifetime value with personalized solutions and fast paced support.
CATERING TO TODAY’S “EXPERIENCE” SEEKERS
The Entertainment and Gaming industry is explosive and will only continue to grow.
Video games, virtual reality and media streaming have become the go-to entertainment options for today’s audiences, especially Gen Z who spend more than a quarter of their leisure time on gaming. And they are quick to voice their concerns when something doesn’t meet their expectations – whether it’s bugs in a game or account assistance.
You want to give your users quick and convenient support and the accelerated competition in home entertainment has brought a new sense of urgency to be responsive and meaningful in your customer interactions.
The “experience” matters, from the moment a customer inquires about a game or streaming subscription to after sales and tech support. Only the most accessible, innovative, and engaged brands will win consumer loyalty, and this is where we come in.
How we help
Customers want service that doesn’t feel transactional. They want a personalized journey that engages them as much as their favorite game or show.
Especially with the popularity of forums like Discord and TikTok, people are talking and sharing reviews and recommendations.
You want your company to be known for giving the best support and our teams have the knowledge, the skills, and the passion to create seamless and unmatched customer service.
Building Brand Love
Today’s gaming, music and film enthusiasts are passionate followers of brands, and they want to fall in love with the companies that provide the entertainment experiences they prefer. We help you do that by providing friendly, knowledgeable customer care agents that are accessible 24/7.
When sourcing agents for the entertainment and gaming industry, we perform hiring segmentation and look for passionate gamers and media lovers, who are well-versed in current industry challenges and trends. They have expert knowledge and can provide exact advice when customers need it most.
Omnichannel Options
Research found that more than half of gaming customers prefer email as their main means of service. Yet, 54% of gaming companies don’t offer email and shockingly, 31% of these brands ignore customer emails, failing to follow up on a simple customer question.
This leaves a lot to be desired in the customer experience.
To address this gap, we can supplement your inhouse teams with outsourced support using our secure and multichannel infrastructure, to make sure that customers can connect through their preferred methods of communication, whether that’s email, live chat, social media support, or voice.
Reliable & Available Tech Support
Two-thirds of customers will start looking for other entertainment providers after only 3 bad experiences. When streaming issues arise that are related to gaming devices or media platforms, or certain features stop working, it’s crucial that customers get resolutions to their problems as soon as possible.
This means having readily accessible tech support around the clock and across multiple channels that can serve a global audience.
Support teams can also be cross trained in sales to maximize productivity. Not only can they resolve issues, they can also position upgrades or new game recommendations.
Flexibility to Scale Services
The Entertainment & Gaming industry is always releasing fresh content and customer demand will only continue to intensify. You want to ensure this demand does not outpace your level of support.
We have an agile business model and a flat management structure that allows for easy access to leadership for quick brainstorming and decision-making in case you need to scale teams rapidly.
We can also help you gather valuable consumer feedback through surveys, or by analyzing contact center data, so you can keep pace with the evolving needs of your customers.
Happy agents make for happy customers.
Internal culture is a powerful force behind driving performance. You want a passionate team of brand ambassadors who are spreading the love to your customers.
itel’s engaging, family-oriented culture embraces diversity, invests in people and keeps employee experience top of mind.
