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Analytical Report - Essay Example

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creates games that are player-oriented. It provides economical online games, battle field, and multiplayer online. However, the company has still some areas of improvement to focus on, particularly on the quality of its customer service. Riot created and…
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Analytical Report

Download file to see previous pages... All in all, there are 67 million players each month (Tassi para 1). Given its continuously growing customer base, the company should take into consideration a more direct method of communicating with its customers, in addition to its existing online community forum and e-mail support.
There are two options for the company, namely: online live chat or phone call. To prevent customers from going to other online gaming sites, there are two methods for Riot to choose that will make the customer service better. The first one is to set up an online live chat for customers that need help from Riot support. The second option is providing customers a number that they could call whenever they have complaints, problems, or issues that require immediate attention. The company must choose an option that is both inexpensive and efficient. The purpose of this report is to comprehensively analyze these two options and then decide which option is better for Riot Games. The first section discusses the need for customer service expansion; the second part analyzes the weaknesses and strengths of Riot Games; the third section enumerates the pros and cons of live chat and phone call support; and the last part determines the better option.
Every game company needs customer service personnel to assist players with issues, yet online games require a bigger customer service staff. In offline games, players usually require support or assistance with technical problems; for issues regarding gameplay, players can look for hints online or purchase strategy manuals (Preston 5). However, in a live, online setting, these customers want to obtain assistance directly and instantaneously, and they require assistance for a much wider array of problems than they do in an offline setting (Knapp 16). Riot Games would therefore add value to their customer service by adding another option, either live chat or phone call support.
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