Player Support

SUPPORT FROM ANYWHERE

IN ANY LANGUAGE

VISIT RESOLVE

DYNAMIC RESOURCING

COMMUNITY MANAGEMENT

SOCIAL MEDIA MANAGEMENT

TRUST AND SAFETY

MULTILINGUAL PLAYER SUPPORT

VISIT RESOLVE

INTELLIGENT AUTOMATION

VISIT REACT

FLEXIBLE DELIVERY

PLAYER AND GAME INSIGHTS

ASSASSIN’S CREED SHADOWS

KINGDOM COME DELIVERANCE II

FINAL FANTASY VII REBIRTH

LYSFANGA: THE TIME SHIFT WARRIOR

Making Sense of Player Feedback at Scale

Meet Ken Fox, Our Charleston Studio Head

Assassin's Creed Shadows: Connecting Communities

What is player support?

Player Support or Player Experience is the living connection between your game and its community. It encompasses all touchpoints a player has with a video game company, including email, chat, voice, video, social media, and within the game itself. The purpose is to create a positive player experience by alleviating frustrations and removing barriers that keep gamers from full enjoyment. Today’s player support goes beyond troubleshooting and includes not only technical assistance, but also gameplay guidance, moderation, account care, sentiment analysis, and community engagement – all designed to keep players doing what they love most: playing. At its heart, great player support sustains the world you’ve built, ensuring every interaction feels as crafted as the game itself.

Why is player support so important for a game's success?

Because player retention is emotional, above all else. Beyond solving technical issues, player support is important because when players feel heard and supported, they stay longer, spend more, and share their experiences authentically. In short, exceptional player support turns frustration into loyalty and loyalty into advocacy, allowing you to build trust and foster long-term engagement with your player community.

How is AI transforming player support for games?

AI is reshaping player support by automating routine inquiries such as password resets, account issues, and basic gameplay guidance. This allows human agents to focus on complex cases that need empathy and deeper expertise. AI systems can also scale quickly during peak demand and improve over time by learning from player interactions. At Side, our AI-powered solutions combine automation with human support. Intelligent automation handles repetitive tasks for faster responses and greater efficiency, while experienced agents provide the personal touch that builds trust and long-term player relationships.

What kind of player support solutions do you offer?

• Multilingual Player Support (via RESOLVE) – Our player support system delivers quality service across multiple languages without sacrificing speed or the human connection players deserve.
• Community Management & Moderation – We handle the day-to-day work of keeping your communities safe, mitigating toxic behavior, and making players feel heard.
• Trust & Safety Operations – We protect player well-being and game integrity by detecting bad actors, investigating fraud and abuse, and handling issues before they become major problems.
• Social Media & Sentiment Management – Our teams track player sentiment across platforms, respond to feedback, and help you stay connected with your community.
• VIP Support – We also offer dedicated support reps to provide priority service to your most valuable players and creators — faster responses, direct access, and issues resolved quickly.
• Intelligent Automation (via REACT) – We use AI to route tickets and assist agents with responses, speeding up support while keeping quality high.
• Flexible Delivery Models – Side offers dedicated teams, shared resources, or freelance specialists tailored to your game’s scale and culture.
• Global Studios – Our studios deliver native-language expertise and cultural fluency across every region, combining the reach of a network with the precision of a creative studio partner.

What should I look for in a player support agency?

Choose a partner that truly understands gaming culture, not just customer service basics. Key criteria include gaming expertise with agents who are passionate gamers and understand your player community's language and frustrations. Seek global scale with local touch through native-language support across time zones with cultural sensitivity. Advanced technology integration is also essential, using AI-powered tools to handle routine tasks while preserving human connection for complex issues. Most importantly, your partner should view player support as an extension of your game experience. The right partner becomes an invisible extension of your team, maintaining your brand voice in every interaction.