What Video Games Can Teach You About Customer Service

Customer service can mean interacting with your readers whenever possibleCommunication is key. Customer service even more so. This is true in the world of content marketing and the world of gaming, so why shouldn’t it be just as important in your gamified content? But how should you build out this communication? Along with the models already used in content marketing, consider modifying and adding to those methods with a few lessons from the world of video games and video game development.

There are three main methods of communication within the world of video gaming: creator-to-player, player-to-creator, and player-to-player. Let’s go into a bit more depth.


Your content itself can work as customer service, clarifying points and dealing with potential frequently asked questions. This sort of creator-to player communication is the first cornerstone of video game developer communication. Beta tests, rough versions, gaming conferences – all of these things give players the chance to communicate even before the content is out in the world.

Now, this sort of thing won’t be terribly easy for written content, but allow players/users/readers/etc to have some input in terms of comments. Respond to them. Tweak to deal with errors or questions they might have. Allow their input to reshape the content into a clearer, user-friendlier model for them and those they might bring in the future.


Along with building the initial windows of communication, responding and answering comments and questions from players is key to fostering a good relationship between an audience and the creator they enjoy. This interfaces with the first point, obviously; it is worth emphasizing that letting the user talk to you is incredibly important and can help foster loyalty to the content you create.

Encouraging that equal-playing-field aspect to your content and your communications between player and creator can also be a great way to let the player suggest new content for you to create. Allow comments to foster new ideas.

Can a question be answered with a simple reply? Or can you expand that answer into a new post or video or podcast? Allowing room for video-game-style “expansion packs” to your content will help build out your world and can help fill out the endlessly ticking schedule many content creators face.


A big selling point of many video games these days is “multi-player” functionality, which allows groups of players – either in the same room or connected across vast distances by the internet – to play and communicate together. Some systems actually include microphones so players can talk to each other in real time and strategize as they play. But how does this help you as a creator?

This comment monitoring will not only help you clear out negative feedback that might be not-ready-for-primetime, but will also help you to communicate with players at every stage of the process. Being able to talk to players after-the-fact will help you address issues with future installments or, as mentioned, actually tell you how to tweak pre-existing content as well.

Keeping Channels Open

The key to good customer service is communication. Talk, listen, and be ready to not know the answer right away. Let those questions build into new content. Get in touch and stay in touch with regularity. Make sure to stay relevant to their questions, concerns, and comments. And, importantly, remain a human being talking to fellow human beings.

People are inherently social creatures. Why do you think social media is so popular? Tap into that human instinct to talk and be talked to and let the work come out of it. Some of the most popular games out right now aren’t about going on quests or missions, but about building a sense of fun and creativity in the space of the game – and a good part of any solid game is communication.

How could this post be improved? Communicate and let us know in the comments! 


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Ross Wilson is a writer, musician, and technology guru. He has worked in many facets of technology and IT since 2005. He also plays in, records, and runs social media for several bands and projects around Portland, Oregon, where he lives with his cat, Lewis.

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