Exploring BPO Solutions for the E-sports and Online Gaming Industry

Every click and keystroke matters in gaming. As a business in the e-sports industry, you need a backstage team to guarantee an epic gaming experience. You must ensure that the simulated battles and quests are glitch-free and downright exhilarating.

However, what if front- and back-office tasks hinder you from delivering a superior online gaming experience?

This is precisely why acquiring business process outsourcing (BPO) solutions for e-sports is crucial. Service providers offer cost-efficient services to boost your non-core functions, letting you focus on running your servers smoothly. 

Keep reading to find out how providers enable this feat.

Ways Outsourcing Supports the Online Gaming Industry

You might wonder what BPO’s possible contributions are to the e-sports and online gaming industries. For starters, service providers provide access to specialized skills and modern technologies at competitive pricing. 

BPO companies leverage these resources to manage your gaming business’s front- and back-end processes. They allow you to prioritize your core competencies and sources of revenue through the following:

Accelerate Customer Service

According to Emplifi’s latest report, rapid response time and 24/7 consumer support availability matter the most to average buyers. They are especially crucial in the e-sports industry, where users navigating the fast-paced gaming world demand accelerated and effective assistance.

Outsourcing is the front line of customer service for e-sports and online gaming businesses. Third-party contact and call centers improve the competitive video gaming experience for players through the following services:

• Round-the-clock customer support. Most gamers do not have a nine-to-five schedule, nor do their problems. BPO firms thus optimize chatbots and virtual assistants to provide 24/7 customer service. These automated platforms help address simple concerns and technical issues faster and more effectively.
• Multichannel support. Third-party contact centers provide seamless customer service across various channels, including live chat, email, social media, and voice calls. This capability lets gamers select their preferred communication method, increasing satisfaction.
• Technical troubleshooting. Gaming is technology-driven; BPO firms do not allow technical glitches to be a buzzkill. Using appropriate digital tools, outsourced technicians promptly troubleshoot connectivity problems, software bugs, or server lags.
• Community management. BPO agents for e-sports adeptly manage social media communities and online forums. They leverage data to personalize their engagement with players, establishing a positive gaming environment and strengthening a loyal user base.
• Localization and global reach. The business of e-sports and online gaming knows no borders. BPO call center companies thus provide efficient multilingual support. They offer translation and dubbing services to localize virtual games, enabling gamers from different regions to play and communicate in their preferred language.

Boost Digital Marketing

The global e-sports market would not reach $1.88 billion in revenue in 2022 if businesses did not take steps to promote their products and services. One way to boost their digital marketing efforts without overspending is through outsourcing. 

E-sports organizations tap BPO companies to generate compelling online content, including engaging blogs, long and short videos, and eye-catching promotional graphics. Third-party marketers tailor these materials based on brand identity and current events. They also perform the listed services to expand your market reach:

• Social media management. BPO marketers manage and schedule social media postings for your e-sports events and product promotions. They ensure consistent and active engagement across your official social networks by responding to comments and promoting your game updates.
• Influencer outreach and partnerships. Providers help your e-sports business identify and collaborate with a team of gaming influencers. They manage influencer relationships that will allow you to solidify your market presence and give you a competitive edge.
• Email marketing. BPO digital marketers assist in designing and forwarding email copies and newsletters. This content introduces new game features, upcoming e-sports events, or exclusive deals. Providers ensure the effort aligns with your overall digital marketing strategy.
• Search engine optimization (SEO) and website management. BPO firms optimize your online visibility through effective SEO strategies. They implement keyword integration, internal linking, meta tagging, and related techniques. These approaches help drive organic traffic and improve your website’s content rankings.
• Multilingual marketing. In addition to in-game and customer service localization, BPO companies provide multilingual support for your digital marketing campaigns. They help reach diverse audiences by translating promotional materials into target languages.

Improve Event Planning and Implementation

Tournaments and events are the highlights of e-sports. Gaming businesses improve event planning and implementation by hiring service providers. They entrust the below processes to BPO teams for successful e-sports competitions and online festivals: 

• Organize end-to-end tournament logistics. This event management process includes planning, scheduling, and participant registration. Providers ensure tournaments run seamlessly, delivering an enjoyable experience for players and viewers.
• Promote gaming events. BPO firms use digital marketing strategies to advertise upcoming and ongoing e-sports events. They use various channels to interact with the gaming community and generate excitement for the event.
• Provide technical support for event streaming and broadcasting. Third-party teams deliver or coordinate with streaming platforms for the live broadcasts of gaming events. They troubleshoot pre-, in-, or post-game issues to ensure high-quality production.
• Secure and handle sponsorships for gaming events. This work involves reaching out to potential sponsors and negotiating contracts. BPO units make sure event sponsors receive the visibility and recognition agreed upon.
• Perform post-event analysis. Third-party vendors collect feedback from participants and viewers to analyze and report event performance metrics. These insights give you an idea of which areas need improvement for future events.

Streamline Data Analytics and Reporting

Advancing data analytics and reporting is another reason why e-sports companies employ BPO vendors. These providers use artificial intelligence (AI) and automation solutions to speed up information collection and analysis. The results let them establish performance metrics to measure player engagement, in-game behavior, and overall platform usage. 

Moreover, support vendors optimize predictive analytics models to forecast market trends, user preferences, and potential issues. They use the gathered insights to develop proactive strategies for targeted marketing, enhanced lead generation, and a personalized gaming experience. 

This function is also helpful for improving e-sports and online gaming events. BPO firms research and examine data related to participant engagement, viewership, and social media interactions. They help assess the success of events and inform ways to optimize them for the future. 

Enhance Account and Information Security

The e-sports sector seeks third-party support to enhance player account and information security. Online gaming businesses need robust security measures to prevent another 384,224 users from becoming victims of malware.

BPO companies address such challenges by executing these best practices to safeguard gaming platforms:

• Deploy advanced fraud detection systems. These tools track and prevent unauthorized access, account takeover attempts, and other fraudulent activities.
• Implement encryption protocols. This method protects sensitive data shared between players within gaming platforms. It keeps payments and personal details safe by making them unreadable to parties trying to access without permission.
• Employ robust identity verification processes. BPO firms employ this action during account creation and login procedures. It includes multifactor authentication to ensure only legitimate users gain access to their gaming accounts.
• Conduct security training programs. Service vendors provide these initiatives to their customer support representatives and client staff handling player accounts. The training approach ensures both parties can recognize and respond to security threats.
• Work with e-sports clients to develop incident response plans. These strategies outline the steps to minimize damage during security breaches or suspicious activities.

List of Cutting-edge BPO Tools for E-sports

BPO organizations leverage various cutting-edge technologies to support e-sports and online gaming businesses. These tools help enhance gamer experiences, streamline operations, and provide valuable insights. 

Here are some of the systems that service providers typically use to support the gaming industry:

• Customer relationship management (CRM) platforms 
• Data analytics and business intelligence tools
• AI-powered chatbots and virtual assistants
• Omnichannel contact center systems
• Live streaming and virtual event platforms
• Cybersecurity solutions
• Gaming community management tools
• Predictive analytics and machine learning models
• Localization and translation systems
• Blockchain technology

The Bottom Line

BPO companies house skilled professionals and robust technologies to help expand your e-sports business. They optimize these resources to expedite customer service and boost digital marketing. 

Service vendors also use advanced techniques to analyze your data and improve online gaming event planning and management. Leveraging the above BPO tools also allows them to increase player satisfaction and retention. 

Let’s connect if you need support delivering enhanced customer service and digital marketing functions. Unity Communications has scalable human and tech resources to help you provide an unmatched virtual gaming experience.