76% ignore customer service emails

Games are supposed to be fun. But many players face an aggravating experience, judging by Customer Service Benchmark Report, a study by Netomi finds.

The digital support channel of choice for gamers is email. But only HALF of companies have a readily accessible email address.

And of those that do provide a convenient email address,76% ignore customer service emails. And almost 33% fail to provide a meaningful response.

On the Support Performance Index (SPI), which ranges on a scale of 1 to 100, the average for the gaming business is 51.17%.

The average time between request and response is a staggering 3.9 DAYS!

Why bother?

Save us all the aggravation and for the company the money it spends on the supposed support.

Here is the broader business lesson.

If you knew the preferred method of communication of your clients (in this case, gamers prefer email), why wouldn’t you use that method and make sure the service was top notch?

If I knew that my prospects and client preferred one communication method over another, I could dump all the rest and focus on providing a great experience on that channel.

If you want me to go to a competitor, ignore me.

I will be gone faster than Robin Williams talking as the Genie in Aladdin.

• But, if you actually respond? I might stick around.
• Respond with a coherent meaningful answer, real good chance I am staying.
• Actually solve my problem? You got me for life.

Glad I am not a gamer. I will take my chances with the phone company

Remember, you won’t profit unless you implement,

Vance “have a great weekend” Morris