Your video game may be a passion project, but it should also provide profits for all the hard work you do on it. After all, it is providing a service that enriches the lives of players. When you start monetizing the game, customers will inevitably want to voice complaints or concerns. Since you are removed from the game, do you need to engage directly with gamers at all?
The answer to that is a resounding yes! Players who make in-app purchases expect to enjoy a return on that investment when they play your game. They will want to hear from you if they encounter a problem. Be proactive and launch a customer service strategy that will exceed all gamers’ expectations. Here’s how.
Be Proactive to Minimize Players’ Complaints
When you deliver a seamless game experience, you minimize the player’s need to complain. Mega-successful companies like Amazon focus on providing a seamless experience to prevent problems. Make it easy for customers to do everything, from choosing a character in the game to making in-app purchases.
Communicate With Customers Before They Complain
Thank your customers when they first download your game. Also, thank them for each purchase within the game. Ask your customers what they want in your game. Provide an easy way for them to give simple feedback within the app itself. Communicate with your customers long before they have any reason to complain and in simple ways that aren’t likely to feel invasive to them.
When your game’s players feel that you are a presence within the game, they may feel more comfortable making purchases, and they may also feel more comfortable complaining when they have a problem. Keep in mind that you want to receive complaints when there is a problem. Otherwise, the customer may simply delete your game app and not return.
Develop Responses to Possible Problems in All Aspects of the Game
Never try to wing it when it comes to customer service. You need to know precisely how you want to respond in all possible scenarios. Even then, something unexpected is likely to happen. However, when you have prepared many other responses, it can be easier to handle unanticipated complaints. Simply look at your responses to similar situations for inspiration.
Act as Though You Trust Your Game’s Players
Your customers want to feel respected when they reach out about a problem they’ve experienced. When possible, act as though you trust your game’s players. If they say that they didn’t enjoy an experience and want a refund, take their word for it. Since purchases like in-app experiences don’t actually cost you money out-of-pocket, this is a particularly good strategy for online game owners.
Sadly, some customers will try to take advantage of the subsequent generosity that comes with acting with trust from your customers. However, acting with trust for your players when you address their concerns will inspire loyalty. When they feel good about your game and brand, they will also feel good about playing the game and making future purchases.
Keep a Personal Touch in Your Response to Each Person
Each gamer who downloaded your app did so for their own reasons. Whatever those are, they play to have a good time. Keep the positive feelings going by personalizing your response to their complaints. Whether you communicate over the phone or via text, use their name and express your gratitude for the time they spend on solving this issue.
Offer an Apology Gift Card or Credit After Bad Experiences
If your customer had a bad experience that’s your company’s fault, go the extra mile to rebuild the trust they once had in your company. Provide them with credit for in-app purchases or other sorts of gift cards they can use with your company. By reaching out with both an apology and a practical solution to help them feel better, you may win back even disgruntled customers.
Set a Time Limit for Solving Each Customer’s Complaints
Determine how quickly you can solve each customer’s complaint, and set a time limit within the company for solving issues. For example, you may commit to giving every customer a response within 24 hours and figuring out a solution within 48 hours. Before making that sort of promise to customers, though, make sure you can live up to that commitment.
Ask Your Players for Feedback on Customer Service
After you provide a solution for any customer’s complaint, follow up by asking for feedback. You may choose to offer them a formal survey or just ask them to provide a couple of sentences to describe whether they are satisfied with their customer service experience. If a player gives a scathing review, reach out to them to try to make