Firm offers to help identify cause of customer problems in games

Testronic launches Smart Support customer service solution

QA specialist Testronic has expanded its offering to include a new customer service solution that it calls Smart Support.

The company offers to help optimise and improve their current customer service operations, something that has become crucial in an era of mobile and free-to-play games with much longer lifecycles that traditional console games.

Testronic says its Smart Support is "moulded to the specific needs of the client", and will offer plenty of analysis and insight into any customer problems.

Crucially, the team will be able to analyse the root causes of any issues gamers encounter and advise the best way to deal with it. The firm also promises "seamless, constructive transfer of services".

"For too long in the video games business, customer support has been seen as a boring, costly, necessary evil," said Dominic Wheatley, CEO of Testronic parent Catalis Group. "Testronic is changing that. Our new tailored service we call Smart Support has been designed by gamers for gamers, and aims to turn customer support into a profit machine for publishers."

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