TestronicTestronicTestronicTestronic
  • GAMES
    • FUNCTIONALITY QA
    • LOCALISATION QA
    • TRANSLATION
    • COMPLIANCE
    • COMPATIBILITY
    • USER EXPERIENCE
    • CUSTOMER SUPPORT
  • VR
    • FUNCTIONALITY
    • TESTING ENVIRONMENTS & HARDWARE
    • PERFORMANCE TESTING
    • UX
    • HEALTH & SAFETY
    • CONSULTATIONS
  • FILM & TV
    • DISC
    • MASTER QC/VOD
    • ULTRAVIOLET
    • STREAMING & PORTALS
    • USER EXPERIENCE
    • ON-SITE
    • TRANSLATION
  • ABOUT
    • NEWS
    • MEET THE TEAM
    • EVENTS
    • CLIENTS
    • CLIENT TESTIMONIALS
    • PARTNERS & ASSOCIATIONS
  • CONTACT
    • CONTACT
    • APPLY FOR A JOB
  • CAREERS
    • CAREERS
    • APPLY FOR A JOB

TESTRONIC TALK: Don’t drive your customers away!

    Home Customer Support Service TESTRONIC TALK: Don’t drive your customers away!
    NextPrevious

    TESTRONIC TALK: Don’t drive your customers away!

    By admin | Customer Support Service, Testronic News | 0 comment | 3 May, 2017 | 0

    Testronic Poland’s General Manager Antonio Dos Santos looks at the importance of providing a solid customer support service.

    According to recent research, 68 per cent of people would stop doing business with a brand based on poor customer experience, 61 per cent of consumers expect an issue to be resolved within 24 hours and 56 per cent have higher expectations of service than they had a year ago.

    We operate in a very competitive and fast-paced world, serving millions of gamers, via our developer and publisher clients. Customer support within this environment is imperative, or we risk failing our customers – and in turn, their customers.

    Testronic’s mission statement focuses simply on providing the highest standards of customer service – “we will deliver uncompromising quality through efficient tailored services in close collaboration with our clients. In doing this, we are driven by integrity and innovation inspiring our people to learn and grow”.

    Continuous improvement and quality of service is part of the Testronic culture and what sets us apart from other service providers. Our customer service representatives, in most cases passionate gamers themselves pursuing careers in the games industry, understand the needs of other gamers – delivering a gamer-to-gamer experience. This experience allows for a better understanding and collection of data, metrics and analytics, leading to the timely resolution of tickets and business intelligence such as user experience, bug trackers and hardware issues etc.

    Antonio Dos Santos

     

    “Consumers will not tolerate bad service. People will stop doing business with a brand due to a poor customer service experience” – Antonio Dos Santos

    Developers can use the information at hand for informative business and strategic decisions focused on their core business, while limiting internal costs associated with costly infrastructure and people management. In addition we are able to offer our clients the service to take total ownership of costs to explore ways in which we can improve on this metric and ultimately convert a cost centre into a profit center.

    With today’s ‘always on’ games there are millions of gamers seeking support, looking for online information, user reviews or simply the opportunity to make their next online purchase. Technology means that this can be done relatively hassle-free; why not incorporate this as part and parcel of your customer services, taking every single contact or webpage hit as an opportunity to generate revenue?

    This could be as simple as a web chat window offering the online visitor assistance or sales at point of service, where the Customer Service representative is trained to cross or up-sell and informs the gamer of specials, good deals and even aids the transaction remotely to secure the sale. This is not limited to generating revenue by converting contacts into sales – great service leads to better customer retention and satisfaction. Most importantly you keep players aligned, thanks to the intelligence obtained regarding their expectations, and that of the markets – which we know differs significantly from country to country.

    This brings me to another point – the multi-lingual, multi-channel and multiple services that Testronic can offer encompassing synergies, efficiencies and greater flexibility in workforce management. By doing this we are able to retain the expertise and knowledge for when our clients need to ramp up or down. As a general example we can provide functional or localisation testers for customer support centres who come with the added advantage of the experience gained from testing the games.

    Consumers will not tolerate bad service. People will stop doing business with a brand due to a poor customer service experience, so it is vital that all businesses provide superlative customer support.

    At Testronic, we pride ourselves on our own customer support levels – and we’re duly able to assist our clients in this field, for the benefit of us all.

    Customer Support Service, Testronic, Testronic Talk

    Related Post

    • TESTRONIC TALK: Gamers hate bad language!

      By Charlie Palmer | 4 comments

      Testronic’s Manuel Verdinelli discusses the problems face with translations in games and how it can effect LQA after. When it comes to localising a video game successfully, there are clear benefits obtained by bringing theRead more

    • Testronic Talk: How we can all help the Women in Games initiative

      By Charlie Palmer | 0 comment

      Head of games business development Ann Hurley discusses why Testronic is proud to be a Women in Games Ambassador – but says more needs to be done across the board to encourage women in toRead more

    • Testronic Talk: The New Revolution In QA

      By Charlie Palmer | 0 comment

      The changing face of games creation has called for a new type of approach to QA services. Erik Hittenhausen, QA Director for Games, explains how Testronic’s role has evolved. Over the last decade, the gamesRead more

    • Testronic Talk: Pre-production: Helping Developers get what they need, not just what they want!

      By Charlie Palmer | 0 comment

      How does Testronic ensure that developer and publisher requirements are understood and addressed during on-boarding? How do you, as a developer or publisher, proceed with confidence if you don’t have a QA expert on staff?Read more

    • TESTRONIC TALK:Why VR experience testing is crucial for non-games content too

      By Charlie Palmer | 13 comments

      Testronic’s head of Pre-Production, Julian Mower, talks about the need to properly test VR, even if it isn’t gaming. Games publishers and developers are perfectly positioned to help various other non-games businesses with their firstRead more

    • TESTRONIC TALK: We’ve got how long for LQA?!

      By admin | 0 comment

      “My FQA testers can finish this game in 18 hours, so three days should be enough for a thorough localisation QA pass, right?” Testronic’s Head of LQA Edd Buffery discusses the challenges facing localisation specialists…Read more

    Leave a Comment

    Cancel reply

    Your email address will not be published. Required fields are marked *

    NextPrevious
    Contact Us

    FOLLOW US

    ARCHIVES

    • March 2018
    • November 2017
    • October 2017
    • August 2017
    • July 2017
    • June 2017
    • May 2017
    • March 2017
    • February 2017
    • January 2017

    LATEST NEWS

    • Testronic Opens New Bangkok Office
    • Introducing the Testronic 50% Initiative
    • Testronic Talk: How we can all help the Women in Games initiative
    • Testronic Talk: The New Revolution In QA
    • Testronic Talk: Pre-production: Helping Developers get what they need, not just what they want!

    CATEGORIES

    • AR
    • Customer Support Service
    • FQA
    • FTV
    • Functionality QA
    • Localisation QA
    • Localization
    • LQA
    • Pre- production
    • QA
    • Staff Development
    • Testronic News
    • Translation
    • Uncategorised
    • Uncategorized
    • VR

    Tweets by testroniclabs

    OUR VISION

    Perfecting the World's Entertainment Together

    OUR MISSION

    We will deliver uncompromising quality through efficient tailored services, in close collaboration with our clients.
    In doing this, we are driven by integrity and innovation inspiring our people to learn and grow.

    LATEST NEWS

    • Testronic Opens New Bangkok Office

      Testronic has made a significant move into the Asia video games and

      19 March, 2018
    • Introducing the Testronic 50% Initiative

      Testronic has launched a new initiative to encourage more women into the

      8 March, 2018
    • Testronic Talk: How we can all help the Women in Games initiative

      Head of games business development Ann Hurley discusses why Testronic is proud

      10 November, 2017

    OUR LOCATIONS

    BURBANK
    111 North First Street, 3rd Floor, Burbank, CA 91502
    Tel: +1 (818) 845 3223, Fax: +1 (818) 845 3236

    CROYDON
    Suffolk House, Suites 1-3, 2nd Floor,
    George Street, Croydon, CR0 1PE
    Tel: +44 (0) 2070 421 700

    WARSAW
    ul. Poleczki 21A, 02-822 Warsaw
    Tel: +48 22 711 4005

    Privacy Policy. Copyright © 2017 Testronic Laboratories. All rights reserved.
    • GAMES
      • FUNCTIONALITY QA
      • LOCALISATION QA
      • TRANSLATION
      • COMPLIANCE
      • COMPATIBILITY
      • USER EXPERIENCE
      • CUSTOMER SUPPORT
    • VR
      • FUNCTIONALITY
      • TESTING ENVIRONMENTS & HARDWARE
      • PERFORMANCE TESTING
      • UX
      • HEALTH & SAFETY
      • CONSULTATIONS
    • FILM & TV
      • DISC
      • MASTER QC/VOD
      • ULTRAVIOLET
      • STREAMING & PORTALS
      • USER EXPERIENCE
      • ON-SITE
      • TRANSLATION
    • ABOUT
      • NEWS
      • MEET THE TEAM
      • EVENTS
      • CLIENTS
      • CLIENT TESTIMONIALS
      • PARTNERS & ASSOCIATIONS
    • CONTACT
      • CONTACT
      • APPLY FOR A JOB
    • CAREERS
      • CAREERS
      • APPLY FOR A JOB
    Testronic
    We use cookies to ensure that we give you the best experience on our website. If you continue to use this site we will assume that you are happy with it.Ok