Provide 24/7 omnichannel support, from onboarding to online purchases
- Support & community management
- Pre- and post-sales support
- Payment services and transactions management
Serving all devices and gaming ecosystem players:
This metaverse player wanted to create a safe and thriving community for its virtual world. It also needed to build a framework for onboarding users and creators, explain the world and its economy, and ensure a fun and safe environment for its users.
We leveraged existing advanced users to build training material and transfer knowledge and best practices. We also built a team with hands-on experience and knowledge of the platform to provide real-time support and safety services through in-game presence. Overall, our team of c.80 agents supported the company with community management and in-game customer support with operations running from our Latin American sites.
The company needed a flexible supplier, that was easy to work with and a benchmark leader with previous experience in supporting social media players. The company was looking for an agile partner to match the fast pace in delivering accurate and timely Content Moderation.
We set up a significant team to cover over 15 languages in Latvia, Jordan and India. The team would oversee Content Moderation as well as Data Annotation, Digital Activations and Customer Support. We made sure to support the company with strong IT and security due to the nature of the content processed as well as wellness centres & additional support for our moderators.
Its players were frequently contacting their game customer support to recover their lost and compromised accounts. Others would even try to manipulate support to steal other players’ accounts or private information to take over accounts or use these resources to defraud other players into giving them access or information. The company was facing a surge in customer support tickets often related to account security and details.
We provided in-app chat and email player support with operations running from Colombia in English and Spanish with the support of more than 150 advisors, recruited among gamers. We also helped the company secure its players. As such, when a phishing or attempt to trade an account is encountered, we cross-check the information provided by the players with different tools. Depending on the outcome, we temporarily or permanently closed the player’s account as a warning to avoid a similar situation.
Social Media
Keep on entertaining your user community and support them to create strong connections on your platform. Ensure a perfect UX, multilingual 24/7 support, and protect them from any kind of harmful content without limiting their creativity or self-expression.