• About
  • Contact
  • Testimonials
  • Newsletter
  • More
    • Demographics & Advertising Rates
    • Terms & Conditions
Saturday, February 4, 2023
No Result
View All Result
California Business Journal
  • Front Page
  • Business
  • Finance
  • People
  • Featured
  • Opinion
  • Technology
  • Law
  • News
  • Food
  • Art & Culture
  • Human Interest
  • Education
  • Insurance
  • Real Estate
  • Health & Fitness
California Business Journal
Customer-service

It’s Official

Some Game Makers see Customer Experience as a cost. Not Jerry Leisure.

by Victoria Kertz, Staff Writer, California Business Journal
A A
Share on FacebookShare on Twitter

If you’ve ever played a video game for any period of time, chances are you’ve encountered an issue that frustrated you. As the player, you had to find a solution to your problem. You had to search for the Help page or Google the issue, all of which did nothing to actually resolve the issue, if such a quest accomplished anything at all. As a player, you may have left and deleted the game because your issue was never fixed. Or perhaps you became so disheartened by the game that you did something called “rage quit,” which is when a gamer permanently leaves a game out of anger and sometimes lashes out of extreme anger.

Had this happened to you, it would be considered an exceedingly poor Customer Experience or “CX,” which is the modern term for what customers literally experience at every step of its interaction with your business. In the video game industry, a player’s journey from download to devotion has many steps and should the game fail the player, well, that’s one less customer and untold dollars lost.

Jerry Leisure knows this all too well. He co-founded Officium Labs with business partner Scott McCabe last year to help companies avoid situations like the one above, but more specifically create dynamic experiences that satisfy their customers time after time.

ADVERTISEMENT

After serving as Vice President of Player Retention and Customer Services for gaming companies like Kabam and food delivery giant Postmates, Leisure gained years of insight into what works serving customers in the digital age. His experience goes back almost two decades to when he was a customer service phone agent working through college.

Officium, which means helpfulness in Latin, isn’t a word associated too often with the video game industry, which hauls in over $50 billion annually. Providing players with frustration-free game play is a no-brainer, but with players all over the world on a variety of networks, challenges are overwhelming.

The mantra of “happier customers leads to more revenue” applies to most industries, but in gaming, it’s a tougher sell. Game makers have had no trouble getting people to play their games. Retaining them is another story.

“People are telling me, ‘hey, I’m losing customers,’” he says.

This is where Officium comes in.

Jerry Leisure, co-founder of Officium Labs
Jerry Leisure, co-founder of Officium Labs

First, Leisure says, decision-makers must see the value of CX and not consider customer service as a cost. CX, he says, belongs in the marketing department and “is more important than ever before.” Companies want to keep and grow their numbers. Players, on the other hand, just want to play the game. They want to resolve issues quickly and on their own terms, like a live in-game chat or quick email to a knowledgeable representative.

“How do we help the decision makers make a choice that’s really great and drives customer service?” Leisure says. Executives in gaming base most of  their decisions in the data that their existing systems report back to them, so Leisure says “it comes down to their composite-data setup.”

Once a company commits to improving CX in real ways, how long does it take for a company to see a difference? “If they have a strong database, the turnaround time is quick. If not, it’s three to nine months to build out a data structure,” which is one of services Officium provides. “It’s not hard. It’s just work,” he says. The return on a $1 million investment into Officium’s system is an impressive: $3 to $5 million, Leisure says.

Officium helps companies achieve all facets of CX goals, from increasing player numbers, reducing player churn, deliver more in-game purchases, and even setting up a formidable customer service department. That’s where TalentPlace, Officium’s online consortium of over 10,000 skilled workers specific to gaming CX, can be hired or contracted. TalentPlace includes everything from front line workers in customer service to Leisure himself, as well as coders, technicians and QA managers.

But as the amount of time people spent playing increased, so did the number of applicants for gaming jobs. Leisure says the pandemic is an opportunity for change in the way businesses employ people.

“I’ve been a big proponent of flexible work opportunities,” but also employing skilled people from around the world. American businesses, he says, can be stubborn about only employing people that can drive to their offices each day, but what about the players of the game, some of which may be on the opposite end of the globe?

“One of the ideas we came up with is the concept that a company has a need for a certain skill set, but they’re rarely in the same geo-distance, and then workers who can’t capitalize on something they’re really good at and passionate about. What if we created something to bring these people together?” The result is the thousands of people in the TalentPlace database.

Some of people in TalentPlace want to work full time, but others are simply well-versed in a game and can offer their services on the support level from the comfort of their own homes, computers and time zones. Leisure says some of workers ask to be paid in cryptocurrency and most surprisingly, some want to be paid in the in-game currency for the games they love and work in. “We are a pioneer in compensating workers in the currency of their choice in this manner.”

How will this pandemic affect the future of gaming and a remote work force? “There are a lot of unknowns,” Leisure says, but Officium wants to help both workers and management. “How do we continue to deliver value? Let’s plug in and help those companies succeed.”

Making existing customers happy is the way to acquire new business. “And you certainly can’t sell to new customers until the existing ones like you.” With so many people both playing games and looking for work, Officium is in a unique position to profit on both ends.

“I wanted to create a company that helps other companies become best in class. I don’t want to be a unicorn,” he says. “I just want to work with people who have an eye for the future.”

Copyright © 2020 California Business Journal. All Rights Reserved.

Jerry Leisure of Officium Labs
Jerry Leisure of Officium Labs
Jerry Leisure of Officium Labs
Jerry Leisure of Officium Labs
Tags: agentAmericanCaliforniacollegecryptocurrencycustomer experiencecustomer servicefoodgame makersgaminginvestmentJerryjerry leisurejobsleadsmarketingofficium labsRetentionUnicornvideo
ADVERTISEMENT
Victoria Kertz, Staff Writer, California Business Journal

Victoria Kertz, Staff Writer, California Business Journal

In addition to writing for CBJ, Victoria has written for Laguna Beach Magazine, Newport Beach Independent, Saute Magazine, The Fullest, Local Dish Magazine and Blue Sky The Color of Imagination. She holds a business degree from Appalachian State University.

advertisement
ADVERTISEMENT

CBJ Newsletter

Facebook Twitter LinkedIn Instagram LinkedIn

Advertise With CBJ

Contact Rick@CalBizJournal.com

CBJ Rates and Demographics

Job Postings

CEO Wanted


Requirements: BS/BA + 2yrs of Business Managing Experience

Mail Resume: Grand Life, Inc. 14647 Northam St. La Mirada, CA 90638.

$114,754/year

ADVERTISEMENT
1REALTOUR-SAN DIEGO-WEB DESIGN
Facebook Twitter LinkedIn LinkedIn Instagram
C B J   LOGO  SVG-01
  • About
  • Contact California Business Journal
  • Testimonials
  • Demographics & Advertising Rates
  • Terms & Conditions

Categories

  • Art & Culture
  • Business
  • California Hotel Listings
  • Daily Updates
  • Editor's Choice
  • Education
  • Featured
  • Finance
  • Food & Dining
  • Health & Fitness
  • Human Interest
  • Insurance
  • Law
  • Lawyers
  • Marketing
  • Medical
  • News
  • Newsletter
  • Opinion
  • People
  • Popular
  • Real Estate
  • Social Media
  • Technology
  • Top 25 Wealth Management Companies in California
  • Uncategorized

CBJ Partner Firebrand Media

Laguna Beach Independent Newspaper
 Laguna Beach City Guide
 Newport Beach Independent Newspaper
Newport Beach Country Club Magazine
  Montage Magazine
 Omni Escapes Hotel Magazine
 Bespoke Concierge New York
 Evans Hotels
 Laguna Beach Magazine
 On The Menu Laguna Beach
 Newport Beach Magazine
Coastal Real Estate Guide (NB,LB, CDM)
Monarch Beach Resort Magazine
 Pacific Coast Magazine (SoCal)
Sea Island Life Magazine
Salamander Hotel & Resorts Magazine
 View our entire portfolio

 

Most Viewed

  • Gavel, scales of justice and law books

    Lawsuit Basics: How Much Does It Cost to Sue Someone?

    0 shares
    Share 0 Tweet 0
  • Investigation: Can TriumphFX Take Your Money?

    0 shares
    Share 0 Tweet 0
  • The Impact of Covid: Racing to Buy Second Citizenships

    3 shares
    Share 0 Tweet 0
  • What to Do When an Online Casino Refuses to Pay Out Your Winnings

    0 shares
    Share 0 Tweet 0
  • Top 5 Flavors On Elf Bar BC5000 Review

    0 shares
    Share 0 Tweet 0
  • NFL Paychecks: How Do NFL Players Get Paid?

    0 shares
    Share 0 Tweet 0
  • Five Reasons Why The Government Does Not Like Bitcoin

    0 shares
    Share 0 Tweet 0
  • How to Start a Telecommunication Business: A Step-By-Step Guide

    0 shares
    Share 0 Tweet 0
  • Temu’s New Shipping Policy Is A Smashing Hit For Shoppers All Over the Country

    0 shares
    Share 0 Tweet 0
  • 6 Types of Business Records and Receipts Every Small Business Should Keep

    0 shares
    Share 0 Tweet 0

Latest Articles

Super Bowl

5 Best Sports Betting Apps For The Super Bowl

Free Spins: If You Love Online Slots, Check Out These Casinos

Free Spins: If You Love Online Slots, Check Out These Casinos

How to Optimize the Learning Process and Allocate More Time for Yourself

How to Optimize the Learning Process and Allocate More Time for Yourself

Should You Junk or Sell Your Unusable Car? 8 Considerations

Should You Junk or Sell Your Unusable Car? 8 Considerations

Q&A with Jennifer Woods, Vice President and Associate General Counsel of FrontDoor on Why Companies Should Release Sustainability Reports.

Q&A with Jennifer Woods, Vice President and Associate General Counsel of Frontdoor on Why Companies Should Release Sustainability Reports.

Best Practices for Establishing Secure Password Protocols

Best Practices for Establishing Secure Password Protocols

How to Up Your Marketing Game with Real Estate 3D Rendering

How to Up Your Marketing Game with Real Estate 3D Rendering

Tips For Designing A Vinyl Banner For Your Business

Tips For Designing A Vinyl Banner For Your Business

15 Useful Animation Makers for Novice Entrepreneurs (2023)

15 Useful Animation Makers for Novice Entrepreneurs For 2023

What is FinTech?

What is FinTech?

California Business Journal | California Business News, California News Media, California business articles | Orange County, Los Angeles, San Diego, Inland Empire, Northern California, San Francisco | Huntington Beach CA 92649 | (949) 648-3815
ALL RIGHTS RESERVED BY CALIFORNIA BUSINESS JOURNAL.
Site Design by 1REALTOUR

No Result
View All Result
  • Front Page
  • Business
  • Finance
  • People
  • Featured
  • Opinion
  • Technology
  • Law
  • News
  • Food
  • Art & Culture
  • Human Interest
  • Education
  • Insurance
  • Real Estate
  • Health & Fitness

California Business Journal | California Business News, California News Media, California business articles | Orange County, Los Angeles, San Diego, Inland Empire, Northern California, San Francisco | Huntington Beach CA 92649 | (949) 648-3815
ALL RIGHTS RESERVED BY CALIFORNIA BUSINESS JOURNAL.
Site Design by 1REALTOUR