“Players deserve high quality customer service” - our Philosophy
Games as a hobby get more and more important and have left their shadowy existence as something only “nerds” do. In both political and social views, the understanding of games being a valuable cultural asset grows steadily.
As a result, the demands of the new and grown customer base towards a high quality customer service have increased. It is Tektroop GmbH’s goal to offer its many years of experience in this field to games publishers, so that those can fulfil heightened expectations.
Our practise is based on the following:
1. Expertise
Every customer always deserves to get an answer on his support request, which has to be given with the best possible and most up to date knowledge by the factually and effectively responsible operator. If the first support level of the customer service department cannot give an appropriate solution to the customers’ problem, the support request needs to be handed over to the next support level in charge.
No customer may ever be given a mess of pottage by an answer that does not help him out at all.
2. Valuing the customer
Gaming is a leisure activity of the customer. Regardless if the customer pays a monthly fee for this activity, sometimes buys items via micropayment or plays the game without giving monetary contribution at all; with his decision for a certain game, he supports the publisher of this game and thus deserves to always be treated polite and courteous as we expect it ourselves when we call upon high quality services.
Even if the problem might seem yet so marginal, it was important enough for the customer to make him contact customer service. Thus, he deserves being taken serious with this issue. Under no circumstances he may be given the impression that his request is insignificant. When his request has been closed, the customer should remain with the feeling that the customer support department took everything it takes to help him out and that his request was taken care of with honest interest.
3. Short Waiting times
Especially with the new range of customers in the casual gaming sector, a massive amount of players with little and thus very valuable time has discovered gaming. But also players that spend significantly more time with gaming deserve fast reactions. A gamer that gets the feeling his support request is fading away unheard into the cosmos not only once in a blue moon gives bad reputation and turns away from the product. In times of prospering social networks and highly popular fast information services, this can lead to disastrous consequences.
The customer deserves that his request is treated as fast as possible. If it is necessary to have the specific issue further examined before the request can finally be answered, the customer needs to be informed on this instantly so that he knows it is being taken care of his request. The customer may never and under no circumstances get the impression that the publisher of the game he plays does not care about him.
4. Specialised service
Service providers for customer support are tens a penny. Customer support for games with their special clien-tele cannot be compared to support for washing machines or telephone services. For many players, gaming is not only a leisure activity, but passion and even lifestyle. Most gamers also use gaming related terms which are hard to understand for outsiders.
We have many years of experience in delivering quality customer support services in the gaming sector and are passionate gamers ourselves. We understand gamers and share their hobby. At the same time, we understand the publishers’ view and interests.
Would you have your car repaired in a bike factory? For sure not. Thus, offer your customers the specialised support service they deserve.