Explore the full range of solutions Helpware divisions provide:
Players come to play, not chase support tickets. Our gaming customer service outsourcing resolves account issues, payment problems, and technical questions fast, so players get back in the game and stay engaged.
Keep players moving, not waiting. Our gaming support teams resolve issues fast, speak your community’s language, and stay ready for every update, event, and launch-day rush.
No in-house hiring, training, or tooling to fund. We run the player support team end to end across our hubs.
Your gain:
Lower overhead, faster ramp when player demand spikes, more budget for game development.
We triage and route every ticket the moment it arrives, so agents work the right cases first during launch surges and peak events.
Your gain:
Shorter player waits, no backlog after a patch, steady service through live events.
Gaming-trained agents handle refunds, ban appeals, and missing rewards with confidence, resolving more issues on the first contact.
Your gain:
Fewer repeat contacts, calmer players, better reviews after each interaction.
Each interaction gets scored against your accuracy and tone standards, with coaching baked into the weekly cycle.
Your gain:
Consistent voice across agents, fewer escalations, a support feel that fits your game.
We are fully compliant with all necessary data protection protocols and implement advanced security measures across our operations. This approach reduces compliance risks, simplifies audit processes, ensures transparency, and increases customer trust in highly regulated and sensitive environments.
We enforce strict access controls, ensuring security and confidentiality across on-site and remote teams to maintain the integrity of client data.
We collect only necessary personal data, retain it for defined periods, implement multilevel security, and provide full user control over it.
We safeguard protected health information through end-to-end encryption, secure access protocols, and real-time threat detection.
We secure payment data throughout processing and storage, continuously monitoring our systems to identify and address potential risks.
From login issues and missing rewards to payment disputes and ban appeals, our gaming support teams resolve player problems fast, keep frustration low, and help players stay focused on the game.
We answer questions about accounts, progress, and rewards quickly, so players stay in the game.
Our experts diagnose crashes, connectivity issues, and device problems fast, so players get back to playing with minimal downtime.
We resolve purchase errors, refunds, and chargebacks quickly and accurately, so billing issues do not disrupt the player experience.
Our team reviews chat, UGC, and player reports, removing toxic content before it spreads through the community.
We engage players across Discord, forums, and social channels, keeping conversations active, helpful, and on-brand.
We restore access to locked and compromised accounts quickly, so players can get back in the game with confidence.
Mobile studios, esports platforms, and content subscription services carry very different support loads. Our gaming customer service outsourcing adapts capacity and workflows to your needs.
Toxic chat and player reports surge when a competitive season opens. Our moderators review content against your policies, escalate the cases that need human judgment, and keep moderation turnaround steady regardless of volume.
When a new title or major update launches, ticket volume jumps overnight. Helpware CX’s support team absorbs the surge, scales coverage around your release calendar, and keeps response times steady through launch week.
Live tournaments push in-house teams beyond their limits. We add trained agents across time zones for each event, keeping support coverage running around the clock during peak competition periods.
As you expand into new regions, language gaps start to affect the player experience. We deploy agents who speak your players' languages to support them and moderate content, keeping quality consistent across every target market.
Get ROI projection for current support needs.
-40% annually
/monthly costs with Helpware
vs
/internal team costs (approx)
Your requirements fall outside our standard parameters.
Fill in your details to schedule a consultation.
-40% annually
/monthly costs with Helpware
vs
/internal team costs (approx)
Your requirements fall outside our standard parameters.
-40% annually
/monthly costs with Helpware
vs
/internal team costs (approx)
Your requirements fall outside our standard parameters.
Shared Team Leader
Shared L&D Specalist
Shared QA Specialist
Account Executive by default
Shared Ops Delivery Manager
Admin/Finance/Legal support for the agents by default
1-2 Dedicated Team Leaders
Shared L&D Specialist
Shared to 1 Dedicated QA Specialist
Shared Ops Manager
Account Executive by default
Admin/Finance/Legal support for the agents by default
Shared Real Time Analyst
2-5 Dedicated Team Leaders
0,5 to 1,5 Dedicated L&D Specialists
1-2 Dedicated QA Specialists
Up to half of a dedicated Ops Manager
Account Executive by default
Admin/Finance/Legal support for the agents by default
1 Dedicated Real Time Analyst
Ready to get a personalized estimate for your team?
Contact us for a personalized assessment tailored to your specific needs.
*These projections are estimates for informational purposes only and do not represent a formal offer. Contact us for a personalized quote.
Thank you!
You’ll hear from us within one business day.
We use AI where speed matters and people where judgment matters. AI handles acknowledgments, routing, and routine player questions in seconds. Gamer-trained agents take over refunds, ban appeals, account recovery, and other cases that need investigation, context, and a human decision.
Prioritizes incoming tickets and sends them to the right specialists, helping players reach a qualified agent faster during launch surges and live events.
Resolves common questions inside the game so players wait far less for a reply, even at peak hours.
Drafts replies and surfaces player history, helping agents resolve tickets in less time.
Automates high-volume, low-complexity requests, reducing the cost of each player interaction.
Understand each situation from a player's perspective and respond to reports, gameplay issues, and frustration with the right context.
Calm frustrated players during outages and ban appeals while keeping the conversation constructive and clear.
Match your game's voice across Discord, forums, and reviews so every interaction feels authentic to your community.
Handle account recovery, payment disputes, and unusual bugs that automation cannot resolve on its own.
We align on your SLAs, CSAT targets, moderation policies, and launch calendar, then plan capacity so go-live stays predictable.
We recruit gamer-savvy agents who fit your titles and genres and train them on your tools, tone, and player scenarios before launch.
We train agents on your games, policies, refund rules, and brand voice, so every reply sounds like it came from your studio.
We support players across your channels 24/7, route contacts by intent, and keep service levels steady through launches and live events.
We review QA data, streamline escalation paths, and share player friction points with your team to improve resolution rates and boost satisfaction.
We combine gamer-savvy agents, AI, and global coverage to keep player support fast, consistent, and ready for every launch, update, and expansion.
We treat every player interaction as a chance to strengthen your community, turning support moments into reasons to keep playing.
Happy agents deal with frustrated players better. At 86% ESAT, our teams stay engaged, which means lower turnover on your support queue.
With teams across 19 locations, we support your titles in multiple time zones and languages, so coverage follows your players wherever they log in.
Gaming studios stay with us for 5+ years on average, a reflection of the consistent support quality and player experience we deliver.
CSAT
ESAT
locations
years average length of client partnership
Great player support is not a one-time win. We have earned 30+ industry awards by delivering consistent CX quality, stronger player experiences, and support operations studios trust year after year.
Gaming customer service outsourcing means a third-party provider runs your player support, technical support, moderation, and account services. Helpware CX does this for 400+ brands from 19 locations, around the clock, so studios can scale support without building it in-house.
The cost of gaming support outsourcing depends on ticket volume, support channels, coverage hours, and the level of service you need. Helpware CX uses a per-agent pricing model, with options ranging from dedicated talent to fully managed support teams, so you can scale support costs based on player demand.
We can do it pretty fast. Helpware CX ramps from a small pilot to 500+ agents in about 90 to 120 days, with launch staffing planned around your release calendar, so support is in place before launch day.
Absolutely! We run gaming customer service and support around the clock from 19 locations across 11 countries, covering 45+ languages. With Helpware CX as your partner, your players get support in their language and time zone, even during overnight launches, live events, and peak traffic periods.
Yes. We engage trained moderators who review chat, user content, and player reports against your policies, removing toxic behavior and escalating serious cases. Alongside our moderation teams, AI helps surface high-volume content for review, while moderators assess each case against your policies and take the appropriate action.
We operate under SOC 2 Type II, ISO 27001, PCI DSS, and GDPR, with access controls and monitoring across every site. Player and payment data stay protected whether agents handle refunds, recovery, or disputes.
All of them. Our agents cover PC, mobile, console, and VR titles across genres, from free-to-play and MMOs to single-player and live-service games, and we match agents who actually understand your genre and player base.
