Customer Service: An Important Part of the ‘Innoverse”
In the gaming industry, virtual worlds are brought to life, and players go on epic adventures. The importance of seamless customer service for players is not something that can be understated. InnoGames believes that providing excellent customer service is more than just a simple service. It’s a way to connect players with the ‘Innoverse.’
Players invest time, energy, and money in their virtual pursuits. They create a bond with the gaming community. Therefore, responsive and effective support is essential. InnoGames understands this and strives to improve our online support system in order to meet the changing needs of players.
Our synergy between our internal and external support staff is one of the most important elements we continually improve to provide a satisfactory level of online game support for our community. This is what makes our support service unique and robust. InnoGames is supported by a large number of professionals from around the world, both internally and externally. They are there to help our players. These specialists are constantly sharing their expertise to help us solve our players’ questions and tickets. Our professionals cover a wide range of languages and geographies. These professionals are part of an extensive network of community managers (CMs) who come from the gaming communities. They are often players, so they know the games well. InnoGames’ customer service strategy is based on these people.
As more people join our circle of supporters, we evaluate the following tasks to optimize their assistance.
- Quick Assistance: Issues can occur at any time in the fast-paced gaming world. It doesn’t matter if it is a technical issue, a payment problem or a question about gameplay, quick assistance is essential. Our ticketing system tracks first response times. Our customer service approach is based on their importance. Our supporters respond to player concerns quickly on social media.
- Communication within the community: It’s not only about gaming, it’s also about belonging to a community. InnoGames fosters a sense belonging by actively communicating to our players through forums, social networks, and in-game channels. Our group of supporter maintains these relationships through our social media accounts, for example, by identifying important conversations, directing support questions to the appropriate people, and helping players develop trust towards their chosen game. Our active communication with our customers creates a positive gaming atmosphere.
- Adaptability across Platforms: InnoGames caters to mobile and browser platforms. The customer support infrastructure must be adaptable. The support system is accessible from any platform, including the game itself. Our team of support staff is able to adapt and cover multiple platforms simultaneously, ensuring a reliable experience for our players.
- Proactive Issue Resolution: Effective customer service is about anticipating potential problems before they escalate. We have a large support team that provides support in multiple time zones and in several languages. To be proactive, we analyze player feedback, monitor in-game metrics and stay ahead of emerging trends. We can address problems before they spread by using our team’s feedback and foresight.
- Transparency Open and honest communication is essential to building trust between our Specialists and players. They will provide realistic time frames for resolution if there are delays or known issues, even though this can sometimes be difficult. Our support team strives to inform our players of any progress and keep communication open. Our communication channels are varied to allow players to reach us via their preferred means. We are committed to the players and provide them with the best solution.
Online customer support is the driving force behind the expanding gaming industry. It keeps players engaged and connected. InnoGames is committed to excellence in the customer support area. They demonstrate this by having a group of professionals who are well-versed on gaming, our products and customer service. These allies help us to support our internal structure, and we can extend our efforts in optimizing our support by using the systems and tools available. We recognize that as the digital gaming industry continues to grow, customer service plays a crucial role in determining the experience of our players. Our ultimate goal with enhanced customer service is to make sure that our players enjoy our products and feel valued throughout their gaming journeys. We want you to enjoy the games you love.
Visit the pages of our most popular games like Forge of Empire. Sunrise Village. Tribal Wars. and Rise of Cultures.
