Different industries may have varying established methods to work with when it comes to assessing a consumer's opinion. Online customer services can be more prevalent to a certain sector than others, as can a plain old telephone service. Both can be equally effective. In fact, there is a lot of service advice that applies to one industry but can be taken as food for thought for other types of companies, too. Take, for example, the gaming industry. The interactions between platforms and the internet in that realm allow for some specifically strong means of communication between provider and consumer.
A recent opinion piece by Al Rose on VentureBeat identified ways different game companies can strategize based on their specific service and target audience. As an example, he marks the difference between the ways gamers on personal computers and consoles are likely to approach problems, with the former usually more receptive to more advanced technical solutions. Another tip he offers is to provide multiple types of service that are available around the clock, especially through the internet.
"Some studios still view players as commodities, not customers, which may in part explain why players have low expectations when it comes to receiving support," Rose writes. "This is set to change as many studios realize that providing exceptional customer interactions, alongside popular games, can directly impact the bottom line."
Another unique thing many digital companies can do to take advantage of the nature of online service is use analytics to more accurately track the opinions of users. Most noticeably, Rose suggests that those "who don't have the customer service expertise in-house should consider partnering with a contact center provider that does."
That's a message that can apply to anyone. Companies shouldn't ignore the particular avenues unique to their business, but can also heed many of the traditional customer service tenets while doing so.