Gaming Customer Support - Boost Player Experience

Scale to new markets easily

Improve player experience

Reduce customer support costs

24/7 player support

Round-the-clock assistance that keeps players loyal and satisfied, no matter the time zone or platform. Coverage runs on our customer service outsourcing model, with shifts planned around launches and live events.

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.

13+

years of experience

30+

languages

24/7

Always-on player care

99.9 %

Data security uptime

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.

Let's improve your player service

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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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 resolved automatically, with anything outside that passed to an agent, while AI translation supports players in their own language.

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.

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.

Certified

PCI DSS

Simply Contact is PCI DSS Level 1 certified, covering all card transactions and protecting clients' sensitive data.

Certified

ISO 27001

ISO 27001 is the international standard for information security management. Certification confirms that our data protection processes are independently audited.

Certified

ISO 27701

ISO 27701 extends ISO 27001 to privacy information management (PIMS). Its requirements map to GDPR and cover how personal data is handled.

Compliant

HIPAA

HIPAA compliance ensures protection of sensitive health data for clients in healthcare, insurance, and healthtech industries.

Outsource your gaming customer support and elevate CX

Share your customer service needs and have our team prepare a customized proposal.

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80%

of calls answered within 35 seconds

Wizz Air Leading European Airline

Challenge: Seasonal volume swings, multilingual routes, and strict SLA targets made consistent wait times hard to hold year-round.
Solution: Built a blended multilingual team that moves between calls, email, and chat, with bilingual agents covering two markets each and a dedicated AHT reduction program.
Result: 80% of calls answered within 35 seconds year-round, 30% AHT reduction, and 85% agent utilization maintained in all seasons.

30% AHT reduction on key lines 85% agent utilization

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88%

CSAT score (up from 51%)

Ditto Music Music Distribution Company

Challenge: Slow response times, 51% CSAT, and generic agents with no music industry knowledge were eroding artist trust and brand credibility.
Solution: Built a specialist support team where 80%+ of agents are working musicians, combined with structured QA workflows and clear response targets.
Result: CSAT jumped from 51% to 88%, response rate more than doubled to 8 per hour, and support costs decreased.

8 responses/hour (up from 3.5) 80%+ of agents are musicians

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93.9%

quality score maintained

HATS Group Non-Emergency Patient Transport

Challenge: Vulnerable patients needed empathetic, accurate communication around the clock, including nights, with zero tolerance for errors.
Solution: Provided a dedicated trained team with 365-day night control coverage, strict quality monitoring, and clinical communication protocols.
Result: 93.9% quality score sustained across all operations, seamless handover from day one, virtually zero agent turnover.

6,000 calls handled per month 365 days/year night control

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All case studies

Testimonials

“We have chosen Simply Contact for their expertise and experience in the travel & airlines industry. Our cooperation gives us a reliable foundation for further scaling of our customer service activities.”

Ewa Danecka

Head of Customer Experience, Wizz Air

“Thanks to Simply Contact's work, they managed to significantly increase the Net Promoter Score and show incredible performance on our customer retention project.”

Corissa Leong

SVP People & Culture, Fareportal

“We walked in on day one and it was seamless. A fantastic bunch of people, really up to the role from the get-go. A year later, the same team is still there delivering even higher quality outputs, virtually no turnover, no complaints, KPIs fantastic.”

James Graydon

People Director, HATS Group

“From the beginning, Simply Contact was professional and reliable. Innovative motivation schemes helped us achieve ambitious goals. We recommend Simply Contact as a qualified partner in customer service.”

Marina Voloshina

Head of Client Marketing, Yves Rocher

Get in touch with us today

We'll get back to you within one business day.

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.

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.

Absolutely. Our teams cover 30+ languages. Native speakers handle voice, and AI translation with human review extends the written channels, so players get help in their own language.

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. Pricing can be hourly, per ticket, or per resolved contact instead of per seat. 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.

Scaling support for a global player base, handling tech issues and payment problems, serving a multi-platform community, and dealing with toxicity and fraud. Each challenge requires a different mix of technology, process, and team readiness.

Player demand spikes during new releases, events, and promotions, which can flood support queues overnight. Hiring full-time staff for every spike is inefficient. Outsourcing gives you flexible capacity exactly when you need it.

Players lose trust quickly when issues go unaddressed, so fast response and transparent communication are key. Multi-factor authentication and data encryption reduce the risk of breaches in the first place. When incidents do happen, clear updates restore confidence faster than silence.

24/7 monitoring—ideally with AI tools—catches threats before they escalate. Real-time moderation lets you act on harassment immediately. Strict data security practices protect players’ accounts and personal information.

It means being present wherever players reach out: chat, email, social media, and forums. Response time matters: the industry benchmark is around six minutes.

Absolutely. Players often solve each other’s problems in forums and Discord. This directly reduces support volume and strengthens community and loyalty. Encouraging peer support is a smart, low-cost strategy.

AI handles speed: processing high volumes of requests instantly. Human agents handle nuance: empathy, complex troubleshooting, edge cases. Together, they cover what neither could do alone.