Using AI to Power Gamer Support: Hidden Key to Monetization

In the ever-evolving landscape of gaming, success isn't solely determined by captivating graphics, thrilling gameplay, or expansive virtual worlds. A crucial aspect of this staggering $65.49 billion industry fueled by over 3 Billion gamers that often goes unnoticed, yet holds immense potential, is the quality of support capabilities within a game. More than just solving player issues, these support mechanisms play a pivotal role in driving in-game cross-selling, enhancing engagement, and ultimately boosting monetization.

The Underestimated Role of Support

Picture this: You're engrossed in an immersive gaming universe when a glitch halts your progress or a malfunction disrupts gameplay. The frustration that follows can't be overstated. Efficient customer support that swiftly addresses such issues without interrupting the gaming flow is paramount. It's not just about troubleshooting; it's about preserving the joy of gaming.

Building Bridges of Trust and Loyalty

Exceptional support fosters trust. When players experience responsive, reliable assistance, they feel valued and understood. This sentiment cultivates loyalty that extends beyond the virtual realm. Gamers are more likely to invest time and resources into games that prioritize their needs, forming the bedrock for cross-selling and upselling opportunities.

The Monetization Nexus

In-game purchases, expansions, cosmetic enhancements – the heart of monetization. Yet, inundating players with offers without discernment can lead to disengagement. This is where proficient support comes to the fore. By analyzing player interactions, preferences, and behaviors, game companies can provide personalized recommendations that resonate. This approach not only enhances player experiences but augments the effectiveness of upsell and cross-sell endeavors.

Navigating the Path Forward

Acknowledging the gap between support and expectations is crucial. Studies reveal that a significant portion of gaming companies struggle to provide timely and empathetic responses. To bridge this divide, gaming companies can consider adopting a blend of AI-powered and human support. Additionally, cultivating active participation in gamer forums, addressing concerns directly, and exploring in-game support channels can bolster the overall experience. At Splore, we aim to help gaming companies not just sell games and assets but foster a holistic, enduring gaming journey. To find out more, please reach out to me at isabella.y@splore.com or @therealbuggy on Discord!