One simple concept drives
everything we do in player support:
Happy players
play more
The gaming industry is an incredibly dynamic and competitive ecosystem.
It's got everything from massive worldwide esports competitions, franchises that have defined generations, mind-blowing technology, and remarkable artwork, all backed by billions of dollars and a tremendous influx of new players.
With all this growth, it’s important to fully understand player behaviors, and how the overall player experience plays a role in loyalty and ROI for your game.
One thing is obvious, players love their games.
They will defend them ferociously online, in high school hallways, in workplace break rooms, and around the family dinner table. Sadly, their passion for games often gets crushed by subpar player support. Recent data paints a clear picture: customers want better player support. The data even shows that players who play games with greater support, spend more money and time in that game.
With the competition of keeping players engaged rising, it’s no longer an option to label customer service/player support as a necessary cost to be minimized.
Who Are We?
- Arise Gaming is focused in the gaming industry with a mission to prove that customer service is, in fact, a strategic function that can improve the overall player experience and deliver long-term value.
- Arise Gaming has access to the Arise service partner network of 70,000+ on-demand, best-in-class customer service resources.
- The Arise Gaming network is a unique collection of expert freelance resources providing exceptional service.
- Our team is made up of players on a mission to support other gamers by elevating player support to drive loyalty and greater LTV. Everyone wins when players support players.
- Our executive team has over 200+ years of gaming experience, working at large gaming corporations including EA, Forte Labs, WB Games and Kabam to name a few.
- We are a fully decentralized, remote, and international team.
- We are a team that believes in providing value to our clients, customizing our approach for a best-in-class experience for your players.
LTV increased ~10% for players who report receiving great service
Average of +13 Point gains in NPS
"Arise Gaming, previously known as Officium Connect, facilitated our best-in-class strategy workshop and now runs our customer service end to end. Their expertise and capability made a huge difference for my startup company. It was truly turnkey.”
-Jeff Poffenbarger COO at Mythical Games
What do we do?
We understand the players mindset and what’s important to them.
Every service offering was created
with your players in mind.
From easier support scheduling and onboarding, to training and development, our team is here to help you be aware of your customers needs, be essential to every player journey and be there for your players when they need you.
Every scenario is covered with Arise Gaming:
- Game Testing & Quality Assurance
- WFM & Real Time Analysts
- Customer Service Quality Assurance Specialists (Quality Monitoring)
- Social Engagement & Support
- Fraud Specialists
- Content Moderation
- Community Moderation
- White Glove and MVP Support- “Concierge" level of support for the highest spending players in any given game. This service can be thought of as more of an account management type of service
- Player Support Agents (tier 1-3)- Arise Gaming offers advocates across any channel for your specific console and/or games to ensure the best possible service outcomes for your customers and your brand.
Introducing Blockchain and Crypto:
We know the CRYPTO space inside and out. By being part of the community, we can better support the community.
Our Value Add:
- 4+ years experience in Crypto support
- Best practice sharing and implementation
- Vendor Playbook & Best in Class Scorecards
- WFM Consulting & Optimization
- Self-service Automation & Optimization
Core Capapbilities:
- The ONLY Crypto BPO provider experienced in all contact channels inclusive of traditional (Phone, Chat, Email) as well as Digital (Social and Community)
- Flexible, on-demand CS
- VIP Proactive services using our White Glove model
- Gaming: Gaming & NFT/Crypto
- Marketplace: Access, Transactions, and Payments
- Trust and Safety: Fraud, Risk and Compliance
With the competition of keeping players engaged rising, it’s no longer an option to label customer service/player support as a necessary cost to be minimized.
CSAT increased more than 60% for MVP players in one year
What Makes Arise Gaming Different?
Innovative Scheduling: Arise Gaming offers
three elements of flexibility critical to your support model:
Precision Scheduling in 30-Minute Increments
Seasonal Support
Intraday Burst Capacity
Innovative Scheduling: We will partner with your learning team to develop and deliver virtual learning tuned to deliver high quality agents in no time.
Performance Governance: Working with Vendor Management our Quality Leaders have developed Quality Monitoring Scorecards and Development plans. Coupled with our Quality-of-Service delivery teams, we will rapidly reach a high level of quality and will maintain this level throughout our engagement with you.
This is where our ability to carry an additional 20-40% capacity that can flex on a whim generates power plays for your business. This is at no additional cost to our clients.
Cross Platform Support Experience: Mobile | PC | Streaming | Console Gaming
Operating in all Channels: Email | Chat | Phone | SMS | Social | Discord | Twitch
Global Support: Multiple Languages Supported
Average of -30% Speed-to-Proficiency
Average of +200% Intra-day capacity flex
Let’sTalk
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