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Customer Service Industry Trends 2024 

Dig deep into five customer service predictions that are expected to have a lasting and powerful impact far beyond the year. 

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The Game-Changer: Why Omnichannel Comms is Critical for Gaming

In the fast-paced, high-stakes world of the gaming industry, the phrase “adapt or perish” couldn’t be more relevant. As player preferences evolve and competition intensifies, gaming companies must leverage every technological advantage at their disposal. One area where the industry has witnessed a dramatic transformation is in player support and communication. 

Enter omnichannel communication. 

Understanding Omnichannel Communication in Gaming 

To those unfamiliar with the term, ‘omnichannel’ might sound like just another buzzword. However, its implications are profound. Omnichannel communication is about delivering a seamless player experience, regardless of how they interact. Whether it’s via live chat, SMS, AI chatbot, or ticketing, players expect a consistent, high-quality interaction across every channel. 

The Necessity of Multi-Layered Support 

During peak periods or major events, such as the return of the NFL, gaming platforms experience unprecedented traffic. This spike can strain even the most robust support structures. Without a multi-layered online support model, companies risk not only frustrating their players, but also potentially losing millions of dollars. 

For instance, consider a VIP player encountering an issue during a peak gaming moment. With VIP management, these valued players can be routed to priority channels, ensuring their concerns are addressed promptly and maintaining a premium gaming experience for them. 

AI and Chatbots: The New Frontier 

Chatbots are an essential ingredient of omnichannel communication, and it’s no secret that they’ve taken the world by storm. But in the gaming realm, they’ve become absolute game-changers. Chatbots, especially those driven by generative AI models, can handle an astonishing array of player queries, from technical troubleshooting to gameplay questions. 

However, not all chatbots are created equal. For gaming companies, it’s paramount to opt for providers that specialize in the gaming industry – like Comm100. Such platforms offer bots tailored to the unique demands of gamers, ensuring optimal player experience and delivering personalized communication. 

The Power of Versatility 

While AI chatbots are revolutionary, human touch remains irreplaceable. Platforms like Comm100 understand this delicate balance, offering both automated and live chat options. By seamlessly transitioning between bot and human support, these platforms provide an enriched, personalized player experience. 

Moreover, the integration of SMS and ticketing systems ensures that no player query goes unanswered, and issues are tracked consistently until resolution. 

Strong APIs & On-Premises Installations: The Backbone of Integration 

In today’s complex digital landscape, integration is key too. Gaming platforms are intricate, consisting of multiple systems and tools. Thus, having a strong set of APIs is non-negotiable. It ensures seamless integration, data flow, and consistent player experiences across all touchpoints. 

Moreover, while cloud solutions have become popular, the option for on-premises installations remains crucial for many gaming companies, especially those concerned about security, data sovereignty, or unique customization requirements. 


In the high-stakes world of gaming, every interaction, every support ticket, and every chat counts. In this arena, companies can’t afford half measures. They need comprehensive, industry-specific solutions. They need platforms like Comm100

By embracing an omnichannel communication strategy, integrating advanced AI chatbots with live chat, SMS, and ticketing, and aligning with partners who truly understand the gaming world, companies can ensure they not only survive, but also dominate the leaderboard. Find out how Comm100 is helping gaming sites to improve conversion and player retention with omnichannel communication

Kate Rogerson

About Kate Rogerson

Kate is the Content Marketing Manager at Comm100. She has extensive experience in content creation for technology companies across the world, including the UK, Australia and Canada. She specializes in B2B messaging, branding and soccer trivia.