Game Customer Support
Our team is composed of exceptional game support specialists, highly trained to ensure we provide only quality and excellent service.
Service Outline
Staff with over ten years of gaming experience to support your Operations.
E-Guardian ensures to build a support team well versed in the needs of your company. Our support team has a complete understanding of a player’s mindset as well as knowledge gathered from over ten years of operation experience on various support channels such as e-mail, telephone, and chat. Also, we offer flexible plans and team support, depending on your budget and needs.
Strengths and Points of Services
Point 1
Extensive Experience from a Wide Variety of Game Genres
We offer customized service for customers by applying the knowledge and experience gained from providing support for a wide variety of genres such as online, social, consumer title Role-Playing Games (RPG), simulators, First Person Shooter (FPS), and Third-Person Shooter Games (TPS). Our operations provide game support at 8 locations both inside and outside of the country, and our specialized gaming contact center “Osaka GAMELABO” is regularly conducting cutting-edge research on game support, such as establishing practice areas for e-sports.
Point 2
Our Game Support Specialists provide excellent and user-friendly support.
To properly serve user inquiries, our game support staff are required to be keen on the game itself. E-Guardian actively hires Game Support Specialists who are accustomed to playing games in his/her daily life. We incorporate unique interviewing methods by considering the history of playing the game, playing with the actual device for the confirmation of game techniques, and the like.
We also enforce a staff-friendly environment for playing games by providing the latest machine and terminals, recommending to play games during break, offering play support, etc.
Point 3
Improving customer support success rates by combining AI and human skills.
E-Guardian offers “G-Bot,” a chatbot solution specializing in games. The AI uses response templates to give answers automatically. Moreover, it is enhanced with human assistance when it encounters a problem that it cannot solve in order to further improve support.
Additionally, we offer a messaging service via a chat channel for players who do not regularly log in as a means of staying aware of threats.
Using an optimal channel for flexible support
We support users on your behalf by utilizing different channels of communication such as email, telephone, SNS, as well as chat tools. We also ensure smooth communication with users by improving the response speed and quality of replies while making sure we answer each question as accurately as possible.
User-oriented Customer Support
To answer the players needs, we offer services for all stages of game development by creating templates, FAQs, and flow, as well as services for game updates. Moreover, all our services are operational 24 hours 365 days regardless of holidays.
A One-Stop Solution from Debugging to checking Customer Information
We offer a wide range of support, including responding to users’ inquiries, as well as debugging with the actual devices, and searching for customer information to reduce your workload.
Localizing games to enjoy games from a different cultural perspective.
L
ocalization is not only about adapting the text or UI of a game according to a particular language or culture. In-depth, we capture the essence of each character and ensure that their personalities, such as habitual speech patterns and dialects, don’t become lost in translation. With our team’s rich knowledge of games and language, we can preserve the developer’s original game design and allow the players to enjoy the game from a different cultural perspective.
Moreover, by understanding the diverse cultural needs of your target users, we can develop your product and have it adapt to a particular culture, then adjust it into a more familiar, comfortable, and playable form for the target audience.
System Flow Chart
FAQS
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CONTACT DETAILS
PHONE: (02) 8478-7693 or (02) 8478-7674
EMAIL ADDRESS: info@e-guardian.ph
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ADDRESS:
6th Floor Unit A & B Alphaland Southgate Mall 2258 Chino Roces Ave. Brgy. Magallanes, Makati City 1232