Prudence Pitch

13:21 26/11/2019 |

Total post : 1,464

New cloud-based game platforms like Google Stadia and Apple Arcade are offering on-demand, download-free, anytime, anywhere games

(Tech) The rise of media streaming platforms like Netflix created new customer behaviors. It’s likely we’ll see similar changes from those using on-demand gaming service. Because as these services bypass downloads, updates, and, in some cases, barriers to purchase, switching between games will become nearly instantaneous for players. And that has a huge impact on any support team’s ability to accurately forecast player volumes and how much support is needed at any one time.



Until these platforms are around long enough to produce data on how players behave, predicting support team volumes and knowing when to ramp efforts up or down will be a big challenge.

With such high standards from the get-go, there will be a greater emphasis from developers and publishers on bug-free releases, which will drive a need for more robust testing processes.

A big part of this will be closer integration between testing and player support teams. That way, if there’s a known bug or problem at the game’s release, player support teams are in the loop and ready to address it so players aren’t immediately put off a game.

As these platforms expand the number of games they support and the number of regions they operate in, the complexity of providing adequate player support grows exponentially. And when players can switch games at will, it will be those player support teams that can ramp up operations and provide native language support when things go wrong that will win the loyalty of more customers.

Naturally, these development and testing issues will cascade down to player support teams. So as these platforms and games launch, player support teams need to think about how they can increase their efforts in response.

Until these platforms are free and running out in the public, we’re never going to predict every issue that comes up. But that doesn’t mean player support teams shouldn’t start preparing for them.


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