Across all platforms, the gaming community is adding new players. Every time there are more product users, there are also more demands for customer service. Players who contact the support team want to get back in the game. We get them there, drawing on a wealth of technology experience. GlowTouch has a working knowledge of the service-related issues that growing clients face: scalability, consistent quality, and providing “wow” experiences.

1. Keeping you in
the game
The video game community has a global audience of more than two and a half billion people, almost one-third of
the earth’s total population. This is a consumer segment with disposable income for entertainment:
The average gamer is
34 years old, owns a
house, and has kids.
More than half of
players participate
every day.
Revenue is three times more
than the music industry and
four times that of movies.
WHAT DO THEY WANT? AS MUCH UPTIME AS POSSIBLE.

2. Keeping you in
the game
Video Gaming
KEY TRENDS
Mobile devices are the fastest-growing platform, though usage of PCs and dedicated consoles is also increasing. This has created a
‘mobile first’ scenario for production and testing, no surprise considering that more people own smartphones than toothbrushes.
Other trends include:
CLOUD GAMING: the new
frontier with easy upgrades
since hardware is a moot
point.
ESPORTS: a once-narrow
demographic is now seeing
year to year growth of 30%.
PCS & VR: pros play on PC,
are early adopters of new
tools, and set trends for
recreational players.
STREAMING: streamed
gaming has higher
viewership than HBO, ESPN,
Netflix, and Hulu combined.

3. Keeping you in
the game
Video Gaming
INDUSTRY CHALLENGES
A growing and increasingly diverse market demands fresh material. For the consumer, greater choice and competition are almost
always beneficial. For game producers, the question is creating content that keeps an audience’s attention for extended periods.
Other challenges include:
CREATIVITY: consumer expectations of character development, graphics, and features keep rising.
MICRO-TRANSACTIONS: many games are free to play, but a series of optional items is often for sale during games. Virtual
items live in ‘loot boxes,’ and proposed legislation seeks to ban them.
RULES REGARDING YOUNG PLAYERS: the World Health Organization includes ‘gaming disorder’ in its list of conditions, with
15-19-year olds especially vulnerable.
GROWING PAINS: the upward trend is leveling off. Mobile use in markets where gaming is most popular is nearing the
saturation point.

4. Keeping you in
the game
Video Gaming
OUR EXPERTISE
Every time there are more sales or more product users, there are more demands for customer service. Players who contact the
support team want back in the game. We have extensive expertise within the technology space, including web hosting companies,
telecoms, and electronics makers. That gives us a working knowledge of the service-related issues that companies worry about:
scalability to handle growth, flexibility for managing peak periods, consistent quality, and providing “wow” experiences.
Have you ever been upset with a product or service but received a high level of service that resolved the issue and changed your
view of the brand? We do that.
Scalable support in onshore, offshore, and
nearshore locations
An industry-standard training program for
all new hires
Retention expertise and a track record of
generating new sales
Omnichannel proficiency – chat, voice, email, and
social media
We have been a leader through the digital
transformation
Data analytics for real-time insight that enhances the
customer experience and supports client business
outcomes

5. C L I E N T B R I E F
GlowTouch LLC provides personalized contact center, business processing, and technology outsourcing
solutions to clients around the world. Founded in 2002, its 2,300+ employees deliver operational
excellence with high-touch engagement. A certified Woman-Owned Business and six-time Inc. 5000
honoree, GlowTouch is headquartered in Louisville, KY, with additional locations in Mangalore,
Bangalore, & Mysore, India, and Santo Domingo, Dominican Republic.
To learn more about GlowTouch, visit: www.GlowTouch.com.
Channels Services
Customer Contact
Outsourcing
Business Process
Outsourcing
Technology
Outsourcing
Voice Chat Email Social
Media
Facebook
Messenger
SMS in-app
Messaging
Certifications Awards
ISO 27001:2013
ISO 27018:2014
PCI-DSS Level 1
Certified
AICPA SCO HIPPA
Complinat
ISO 9001:2015
ISO 14001:2015
PCI DSS
2011
Systems
Integration
Mobile Application
Development
Infrastructure and
NOC Monitoring
QA and
Testing
Custom Software
Development
Customer
Care
Technical
Support
Sales/Revenue
Generation
Retention Welcome
Calls
Win-back Post Sales
Verifications
Content
Moderation
Imaging Data Entry,
Mining,
Management
Document
Indexing
And Filing
Order
Fulfillment
/ Logistics
Fraud And
Security