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Gaming Customer Support: Level Up Player Experience

We help game companies deliver fast and personalized player care across live chat, email, and social media 24/7. Keep players in the action, not stuck in the inbox.

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Simply Contact

Always online multilingual support

Teams built of gamers, for gamers

Simply Contact
Industry Expertise
Gaming customer support

Scale to new markets easily

Improve player experience

Reduce customer support costs

We provide

24/7 player support

Round-the-clock assistance that keeps players loyal and satisfied, no matter the time zone or platform.

Omnichannel and multilingual service

Live chat, email, social media—our multilingual agents connect with players in their preferred language and channel.

Content moderation

We help protect your community by reviewing player-generated content and keeping interactions safe and on-brand.

Trust & safety services

From fraud prevention to account verification, our teams ensure fair play and a secure gaming environment.

Community management

We engage with players, build loyalty, and turn active users into long-term advocates through authentic and timely help.

Trusted global brands and industry leaders

We simplify player support with multilingual teams ready to scale for demand spikes. With over a decade of experience in customer support, we create custom workflows and onboarding that match your brand, improve player satisfaction and reviews, and ensure top-level data security.

24/7

Always-on player care

20+

Languages

12+

Years of experience

99.9%

Data security uptime

Award-winning expertise

Simply Contact’s approach

We build teams that speak the players’ language literally and culturally. Our agents are passionate gamers who understand mechanics, community dynamics, and the emotions behind each interaction.

Industry-fit recruitment

We hire agents who already know gaming worlds, genres, and player behavior. This ensures authentic and informed communication from day one.

Customized onboarding

Each project starts with a tailored training program that blends your game’s knowledge base with real gameplay experience.

Player-first mindset

Every message delivers actionable solutions, anticipates follow-up questions, and leaves players confident and satisfied.

Press start on better player care

Protect the gameplay flow: we handle the inbox so players stay in the action. Outsource gaming customer support to an experienced team.

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AI-enhanced gaming customer service

We integrate AI into our support operations to handle the routine stuff—so our customer-facing teams can stay human, friendly, and focused on giving players a great experience.

Knowledge assistant for agents

An AI assistant provides instant access to game-specific knowledge bases, suggests next-best responses, and cites sources, allowing agents to handle complex player issues faster.

AI-powered automation and translation

Routine tickets across chat, email, and social channels are automatically resolved, while AI translation ensures seamless multilingual support for global players.

Chatbots and voice bots

Bots handle low-level inquiries and escalate complex cases to live agents, cutting wait times without compromising quality.

AI-driven training and simulation

Agents train with realistic gaming support scenarios in AI simulations that prepare them for live player interactions and speed up onboarding.

Real-time AI quality assurance

Our QA platforms monitor interactions at scale, predicting player satisfaction and providing feedback to agents.

Quality: always included

We constantly refine our quality processes to keep gamer support fast and accurate. Regular feedback sessions help agents grow and maintain a high standard of service.

Oversight

Supervisors, coaches, and project managers analyze quality check results to identify trends and improve performance.

Readiness

Training programs use player behavior data and game-specific knowledge bases to address real support needs.

Authenticity

Agents adapt their tone and style to match your game’s identity and community, making every interaction authentic.

Secure & compliant video game customer service

PCI DSS

Simply Contact is certified under PCI DSS, which is proof that we follow the standard rules for securely processing credit and debit card payments. It helps protect customer payment data during every transaction.

ISO 27001

This certification confirms that Simply Contact has proper measures in place for managing and protecting sensitive information. It indicates our treatment of data security in our daily work as a priority.

ISO 27701 (PIMS)

We’re a gaming customer support outsourcing provider certified in ISO 27701, which has a primary focus on privacy. It enables us to handle personal data in a way that fully mirrors GDPR requirements and keeps information protected.

Testimonials

We have chosen Simply Contact for their expertise and experience in the travel & airlines industry. Now Simply Contact provides multichannel support for our customers in multiple languages. Our cooperation gives us a reliable foundation for further scaling of our customer service activities. We do recommend Simply Contact as a well-qualified and responsible partner.

Ewa Danecka

Head of Customer Experience

METRO Cash & Carry Ukraine has been working with Simply Contact since May 2020. Currently Simply Contact’s support team handles up to 12,000 customer requests per month while providing a high level of customer satisfaction. They set up a CRM system that allows to accumulate customers queries through multiple channels and ensures security of clients’ data. Simply Contact proved themselves as a reliable partner and we appreciate their input in customer experience development.

Olga Syomkina

Customer Experience Specialist

We have cooperated with Simply Contact since 2014. From the beginning, Simply Contact was professional and reliable. They implement specific key performance indicators that ensured the highest quality of customer service. Innovative and effective motivation schemes implemented by Simply Contact for their own agents helped us to achieve ambitious goals. Yves Rocher recommends Simply Contact as a qualified partner in the field of customer service.

Marina Voloshina

Head of Client Marketing

Thanks to Simply Contact’s work, they manage to increase the Net Promoter Score and retained customers. They establish an effective workflow through excellent partnership and transparent communication. The team’s performance set them up well for a long-term collaboration.

Corissa Leong

SVP People & Culture, Travel Tech Company

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FAQ

What is gaming customer support?

Gaming customer support is the service that helps players resolve issues, get answers to questions about the game and its technical aspects, and get the most out of the game.

Do you really hire gamers as customer support agents?

Yes! At Simply Contact, we believe that a customer support agent in the gaming industry should not just answer questions; they should also be a gamer. This ensures every interaction is informed and resonates with players. This is an established practice at our company: engaging people with direct experience, whether they're customer support agents or advisory board members.

Do you provide multilingual customer support?

Absolutely. Our teams cover 20+ languages, so you can provide support to players wherever they are without language barriers.

What’s the difference between outsourcing vs in-house gaming customer support?

Outsourcing gives you access to flexible and scalable teams without the overhead of hiring in-house. You gain experienced agents who can handle peak periods, maintain consistent service, and improve player satisfaction, while your internal team is focused on core priorities. Meanwhile, in-house support gives you direct control over hiring and training, but also comes with high costs, limited flexibility, and challenging scaling for peak times.

Our services

Service

AI-powered customer service

Service

Trust and safety services

Service

Live chat support

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Main challenges in gaming customer service

Scaling gaming customer service for a global player base

Gaming companies don't always manage to provide prompt support all over the world. It is especially a problem for gamers during peak times (i.e., when traffic increases). For example, when new games are released, or temporary promotions take place.

Solution: Your support team must be able to serve a growing user base and predict demand spikes promptly. Gaming customer support outsourcing gives you flexible capacity without the need to hire every time hype hits.
Addressing tech problems, payment issues, and security breaches

Customer support staff must know how to respond to complaints regarding technical glitches. Downtime, server crashes, and malfunctions happen pretty often. Payment issues, such as declined payments or billing errors, are also a turn-off for players.

Solution: Implementing security practices such as multi-factor authentication and data encryption is important. Effective response and open communication are essential when a breach occurs. It will help restore player trust. Educating users on proper security practices can also prevent potential security incidents.
Supporting a multi-platform gaming community

As the number of games increases, so does the demand for video game customer support. The gaming community speaks different languages and uses different gaming consoles, mobile phones, and PCs to play.

Solution: The main tasks of the customer support gaming team are to be ready to answer queries in multiple languages and resolve platform-related issues. It is very important to ensure a quality experience for each player.
Toxicity, fraud, or account hacking

These are common problems in games. Players can be stalked and have their accounts stolen. Players can also be subject to abuse. All of this, of course, reduces the desire to continue playing.

Solution: 24/7 monitoring (with AI tools, for example) to protect accounts from hacking attempts. Take strict security measures to keep players' confidential information. Use the right tools to create reports. Also, offer real-time moderation to resolve issues quickly.

10 expert strategies for world-class gaming customer support

In modern gaming, you must ensure timely customer support to win players' trust. The top 10 expert strategies in this section will help the customer support team improve the quality of service. And this, in turn, will provide gamers with a convenient and immersive gaming experience.

1. Provide omnichannel support

Depending on the game in question, players can use different devices. Therefore, you need to consider all types of channels when solving support issues. It could be chats, email, and social networks. Consider gaming customer support outsourcing to cover some or all channels for you. Stable support on all platforms is necessary to provide high-quality and fast gaming customer service, no matter where players are. The response time to a complaint or request should not exceed the benchmark, which is different across industries. The “good average,” according to Zendesk, is about six minutes.

2. Anticipate troubles before they happen

Forecasting is a good way to improve support efficiency. To identify potential flaws, you should study the statistics and trends within games. Use in-game tips or preventive warnings for players. It will help them avoid difficulties and save your support team unnecessary trouble.

3. Use information resources

Players often help each other solve common problems. They can use forums and Discord servers to discuss issues together, which reduces the load on support services. It also strengthens the sense of community and increases player loyalty.

4. Constantly monitor the gaming environment

Every player wants to feel safe and protected. Real-time moderation allows you to respond quickly to toxic behavior or harassment. Try to resolve such situations immediately. The more comfortable players feel, the longer they stay players.

5. Apply advanced technologies

Are there ways to speed up the resolution of standard player questions? For example, password recovery or account issues. Chatbots are effective here, taking on the lion's share of your support service's work. In the freed-up time, trained staff will solve more complex issues. You should balance instant response and finding a personalized approach when needed.

6. Personalize games customer service for every player

Every player is unique, and you should be able to adapt. Building interactions that consider the player's preferences and behavior is important. For this, you need customer support tools like Zendesk or Hubspot Service Hub. Using such tools, you can collect and store all user data in the database.

7. Use analytics for ongoing improvement

You can only optimize gaming customer support based on player data. You need to analyze which queries are most popular. Also, study gaming trends to understand player needs. Awareness helps to anticipate potential problems and maintain a high level of service.

8. Leverage the power of artificial intelligence

Imagine the great duo. Artificial intelligence is processing high-speed queries on one end, and humans, with their empathy and expertise, are on the other. It is an effective interaction model that brings remarkable results with player acquisition.

9. Prioritize multicultural support while maintaining brand consistency

Providing adequate support across languages and cultures is of utmost importance to gamers. But it's also important to maintain your brand voice across regions. So that every player, no matter where they are, gets the same quality experience.

10. Choose outsourcing for flexibility and real-time coverage

Outsourcing helps gaming companies grow by optimizing the customer support process. With gaming customer support outsourcing, you can effectively serve the most demanding customer demographics. Partnering with an external team removes the costs of training your own staff. The experienced customer support company will adapt to all your requirements.

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