mobile games

3 Impacts of Customer Service on Mobile Games

By Hagen Weiss

The gaming industry continues to thrive in the U.S. According to Newzoo, the U.S. generated nearly $37 billion in gaming revenue in 2020. Additionally, there are over 164 million adult gamers in the United States.

U.S. gamers are not your typical customers. They are vocal, sophisticated, and generally have high expectations. This makes it all the more important for your gaming company to understand how customer service impacts mobile games.

Let’s explore three key impacts of customer service on mobile games.

1. Increased Customer Retention

Retaining your gaming customers is beneficial for a number of reasons. The main benefit is to improve your bottom line. It is much cheaper to retain existing customers than to find new ones. Additionally, loyal gamers will invest more time and money into your game, again, increasing your revenues.

It is also in your best interest to keep your customers in the game. The more time they are playing the game versus outside trying to troubleshoot issues, the less frustrated they will be. High-quality customer service helps resolve issues quickly, keeping your customers inside the game longer.

2. Natural Marketing for Your Mobile Games

Gamers are some of the most active and vocal customers. Not only are they active inside the games, but they are also active outside as well.

Gamers often share opinions on forums or social media. Everything from tips and strategies to thoughts on game updates and everything in between.

Lack of high-quality customer service and experience can be a huge deterrence to gamers. Word will get out fast, and your reputation can be on the line. Conversely, quick and responsive customer service will be recognized by your customers. Better customer service leads to better user experience. Positive user experience will make it more likely for gamers to share your game with others – effectively marketing your game for free.

3. Meeting Gamer Expectations for Mobile Games

Gamers are known to have high expectations in the games they play. They expect nearly 100% uptime during gameplay. Data and security concerns are also a priority for them. Gamers are paying not just for the game, but for the experience.


Understanding gamer expectations is key when it comes to customer service. Often, accessing customer service is the last resort for gamers. They’ll typically turn to FAQs, forums, or other self-service resources before turning to your customer support team. Self-service resources allow them to quickly troubleshoot compared to the perceived cumbersome method of contacting customer support.

Offering world-class customer support that resolves your customers’ problems quickly can help differentiate your company from others. It gives you direct contact with your customer helping them alleviate pains that they would not be able to resolve anywhere else.

iGlobe: Provide the Best Customer Service to Your Gamers

As you can see, customer service can impact your mobile game and, ultimately, your bottom line. At iGlobe we provide gaming companies with strategies to offer the best customer service to gamers in your market.

Contact us today for more information on our services!

E-mail: hello@iglobe.ca

Tel:+1 604 355 3023