One major challenge that the present web3 gaming space has had to deal with is the poor provision of user support for player communities. The initial pattern of leaving intricate support roles to community members and reps proved to be a counter-productive practice, as user adoption became stalled at onboarding and support stages. Particularly for the next stage of web3 gaming growth, where partnerships between web3 games and major tech brands occur, the need for experienced and well equipped support representative systems becomes fundamental, as poor support infrastructure, when exposed to massive influx, can often result in project loss and collapse.
For our article today, we shall be analysing the Samsung-Illuvium partnership, analysing it as a case study of the need for top tier customer support in this next stage for web3 gaming, highlighting methods by which web3 gaming support can be improved upon.
For those who do not know, Illuvium is an Ethereum based gaming studio that develops web3 games. In a recent partnership with Tech giant Samsung, Illuvium games will be incorporated into the Samsung web3 TV content list, introducing the game (and web3 gaming) to its 30+ million monthly users. With such exposure, high demand for user support, both from those crypto familiar and those who aren’t, the need for professional user support representation is fundamental, as the outcome of the onboarding experience will have a huge impact on acceptance and player count.
As web3 gaming intersects with traditional technology, ensuring a smooth and intuitive user experience for gamers becomes increasingly important. Web3 introduces decentralised elements like blockchain, NFTs, and cryptocurrency into gaming, offering players ownership, transparency, and interaction within virtual worlds. However, these innovations can also introduce complexity that may overwhelm or confuse users, especially those unfamiliar with decentralised technologies.
Establishing seamless user experience bridges the gap between traditional gaming and Web3, making the advanced features of web3 accessible, relatable and enjoyable for all players. Simplified interfaces, clear onboarding processes, and intuitive navigation are essential to help users understand and engage with Web3 elements without friction. This not only enhances user satisfaction but also encourages broader adoption of Web3 gaming, as players are more likely to explore and embrace these new technologies when the experience is user-friendly. Moreover, a smooth user experience helps maintain excitement and immersion, which are the core appeal of gaming, entertainment and immersion. If the integration of Web3 elements disrupts gameplay or creates barriers to enjoyment, it risks alienating players who might otherwise appreciate the benefits of these innovations. Therefore, prioritising an intuitive user experience is crucial for the successful convergence of traditional gaming and Web3, ensuring that the evolution enhances rather than detracts from the gaming experience.
Taking the Samsung-Illuvium partnership for example, a robust onboarding process is critical for users new to Web3 gaming, as it lays the foundation for their overall experience and determines their willingness to engage with these new technologies. Especially with the introduction of Web3 gaming peculiarities such as wallet integration, NFT management, and blockchain-based gameplay, ensuring a smooth and supportive onboarding process helps simplify the daunting experiences of these concepts, ensuring users can navigate these complexities and fully enjoy the benefits of Web3 gaming.
One key strategy for effective onboarding is to start with clear, step-by-step guides that walk players through the initial setup. For example, integrating a digital wallet—a crucial component in Web3 gaming—should be made as straightforward as possible. Providing detailed instructions on how to choose a compatible wallet, securely store private keys, and connect the wallet to the game ensures that players can confidently manage their assets from the outset. Visual aids, such as video tutorials or interactive walkthroughs, can further demystify the process, making it more approachable for beginners.
Another important aspect is simplifying NFT management. NFTs play a significant role in Web3 gaming, offering players ownership of in-game assets like characters, items, and virtual real estate. To help users grasp this concept, games can include an introductory guide that explains what NFTs are, how they work within the game, and how players can buy, sell, or trade them. Ensuring that the interface for managing NFTs is user-friendly, with clear labels and accessible options, can prevent frustration and encourage players to explore these new features.
Understanding blockchain-based gameplay is also vital for new users. Traditional gamers may not be familiar with how blockchain affects game mechanics, such as play-to-earn models, decentralised governance, or provably fair random outcomes. To bridge this gap, games should offer educational content that explains these concepts in simple terms, ideally integrated into the gameplay itself. For instance, early missions or tutorials could incorporate blockchain elements, allowing players to learn by doing, rather than through abstract explanations.
Additionally, providing continuous support throughout the onboarding process is crucial. This can include access to a knowledge base, FAQs, and a responsive player support team that can address any issues or questions as they arise. Community forums or Discord channels where players can share tips and ask questions can also be invaluable, fostering a sense of community and collaboration among new users.
Unlike traditional games, web3 games require the need for spontaneous and easily accessible support that not only relieves their burden, but also guarantees their comfort and the games’ playability. To deliver such top tier support, there are certain key practices and support organisation required, which serve as the decider between superior and inferior support.
Cross-platform support is one of such ways to deliver high quality player support for web3 gaming. Especially for games (like Illuvium partnering with Samsung), providing support for players across various devices, such as consoles, PCs, mobile devices, and smart TVs provides sufficient support, regardless of playing platform. A recent report shows that 65% of gamers prefer cross-platform play, highlighting its growing importance in the gaming industry. However, this feature also introduces challenges, especially when integrating TV gaming with other platforms. This is where customer support teams come in to play a vital role in helping players navigate these challenges by offering detailed guides and troubleshooting assistance. This varies from step-by-step setup instructions, controller compatibility, display settings, etc. With 38% of gamers experiencing challenges in syncing game progress across devices, this support is crucial, contributing to higher player satisfaction and engagement.
Another medium for ensuring top tier player satisfaction in web3 games is by providing support on asset management/safety.
In Web3 games, where in-game assets are often represented as NFTs (Non-Fungible Tokens), customer support is crucial in helping users manage and secure these valuable digital items. Customer support teams play an essential role in educating players on setting up and securing digital wallets, educating users on how to avoid common security risks, such as losing private keys or falling victim to phishing attacks.
Support is also vital in assisting users on how to transact with these NFTs, ensuring they understand how to safely buy, sell, and trade them. Especially as NFT scams are quite common, support teams provide crucial advice on using reputable platforms and best practices for secure transactions, potentially reducing users risk by up to 70%. They also help resolve issues related to NFT ownership and usage within the game, ensuring that users can fully integrate their assets into gameplay. By providing this support, customer service teams help users confidently navigate the complexities of NFTs, enhancing both security and the overall gaming experience.
In conclusion, growth is a certainty, and technology is the catalyst for this growth. And in a field as tech-inclined as web3 gaming, the essence of high quality support services cannot be overestimated. Summarily, top-quality support is invaluable for Web3 gaming partnerships, as it enhances the overall user experience by providing essential guidance and security in a complex, blockchain-driven environment. Effective customer support not only helps players manage and secure their NFT assets but also fosters trust and satisfaction among users, which is crucial for the success of any Web3 gaming platform. By offering clear instructions, resolving technical issues, and protecting users from potential scams, top-tier support ensures that players can fully engage with and enjoy the benefits of Web3 gaming. This level of support strengthens the reputation of Web3 gaming partnerships, driving player retention and long-term success.
