Both the video game and esports industries have experienced explosive growth in recent years. The most significant milestones were reached during the height of the pandemic when people were forced to stay home by lockdowns and travel restrictions. With recreational outlets limited, more and more people turned to gaming, and today, the worldwide audience is more than two and a half billion players.
That’s roughly one-third of the global population and it is an appealing consumer segment with disposable income for entertainment products:
- The average gamer is 34 years old, owns a house, and has children
- More than half of players participate every day
- Gaming revenue is three times greater than the music industry and four times that of movies
Given the rapid advancements in computer hardware, software capability, and streaming, more people are playing casually. Esports, meanwhile, has exploded with year-to-year growth of 30%, and millions of dollars being paid out in tournament prize money. A key driver of this growth is the expanding mobile environment, which is the fastest-growing platform for gaming.
So, what lies ahead? These are some things to look for this year and beyond:
The Growth of Console Gaming
Despite its lengthy presence, console gaming has not always been the favored means of playing. While sales are increasing, console usage still trails the mobile and PC sectors, but with the introduction of Xbox Series X/S, PlayStation 5, and similar next-gen consoles, that is changing.
The latest models from tech giants are far more sophisticated than previous versions, featuring unmatched geographical performance. The PlayStation 5, for example, may become the real deal for esports gaming for the long term. Sony’s new release is taking the esports market by storm, leading the way in console sales last year and scoring big with players.
Augmented Reality and Virtual Reality
Virtual reality and augmented reality aren’t new. This technology has been around for nearly three years, but recent advancements have been remarkable. Both VR and AR are expected to become even more commonplace among esports competitors. Since 2020, there has been a surge in VR hardware and software sales. This has been attributed to the introduction of the next-gen consoles that are far more affordable than their predecessors, giving gamers greater access to top-rated playing experiences.
Even if VR technology does not become the epicenter of competitive play in tournaments and similar competitions, augmented reality will become a staple in everyday gaming. This is because players usually have unique avatars, and if those are personalized using augmented reality, in-game communication improves and that makes the experience far richer.
Cloud Gaming and Streaming Services
Services like Google Stadia, Microsoft’s Xbox Cloud Gaming, and NVIDIA GeForce Now allow gamers to stream high-quality games without needing expensive hardware. This trend is growing as internet speeds improve and gamers seek flexibility and accessibility across devices.
Platforms like Xbox Game Pass and PlayStation Now are increasingly popular, offering subscription-based access to a wide library of games, similar to how Netflix operates for TV and movies.
Mobile Esports
It is difficult to overstate the growth of the mobile market, and, to a large extent, the development of new products involves a “mobile first” mentality. If it plays on a smartphone or tablet, then making the necessary adjustments for PCs or consoles is not very difficult. Mobile titles and applications often take center stage in competitions throughout Asia and parts of the United States. The top games that fall in this category are better versions of ordinary titles, including PUBG Mobile, but that is only the start.
One need only look at 1337 PRO and similar platforms to see that the market for mobile esports is enormous, and its potential has barely been tapped. The availability, affordability, and accessibility of sophisticated mobile devices have seen developers producing titles exclusively for this market. Given this trend, expect more mobile games to enter the esports sector in the next few years, with substantial revenue growth by 2025.
Cross-Platform Play and Interoperability
Cross-platform gaming, where players can engage with others regardless of the device they’re using (e.g., PC, console, mobile), is becoming more common. Games like Fortnite, Call of Duty: Warzone, and Minecraft have helped push this trend forward.
Developers are building shared ecosystems for in-game purchases, progress, and profiles across platforms, creating a more seamless player experience.
NFTs and Blockchain Integration
Blockchain technology is enabling “play-to-earn” models in games, where players can earn cryptocurrency or NFTs (Non-Fungible Tokens) that have real-world value. Games like Axie Infinity are pioneers in this space.
Ownership of Digital Assets: NFTs allow players to truly own in-game assets, such as skins, weapons, and characters, which they can trade or sell on decentralized marketplaces. This creates a new layer of value in gaming ecosystems.
Growth of Esports as A Mainstream Industry
Esports is becoming more professional, with larger prize pools, established leagues, and significant sponsorships from brands outside the gaming world, such as Coca-Cola, Nike, and BMW.
Universities and high schools are establishing esports programs, offering scholarships and creating formal training pipelines for aspiring professional gamers.
Streaming platforms like Twitch, YouTube Gaming, and Facebook Gaming are central to esports broadcasting, and media companies are beginning to broadcast major events on traditional TV networks as well.
5G Technology
5G TechnologyAnother factor spurring growth within gaming is the introduction and continued rollout of 5G networks. Although most players can comfortably access 5G mobile, this connectivity is not yet mainstream, and the full rollout is still going in many countries.
Once that happens, however, the possibilities abound. Access to 5G networks will enable mobile users to enjoy faster internet browsing, increased download speeds, and top-quality streaming with limited to no latency. This is especially important to cooperative games. Watch out for new next-generation titles penetrating the mobile market when the 5G network is fully rolled out.
Demographics In Esports
As the popularity of esports tournaments grows, so too will viewership, sponsorships, and participation. The next-gen consoles have allowed more people to engage and indulge, and the continued penetration of mobile devices means one can play from almost anywhere. More interest typically leads to bigger audiences for tournaments and other events.
Research suggests that the esports demographic might increase by nearly 15% at the end of this year. This translates to more than 500 million players worldwide. Although fans are primarily young, affluent males, that is changing. Far more women are playing, and the pandemic had a role in that. Also, younger players are joining the ranks though this comes with a note of caution as ‘gaming disorder’ is listed in the WHO’s catalog of potentially addictive behaviors.
The continued innovation has presented the esports sector with unlimited possibilities. The convergence between in-person and virtual sports is also beneficial, opening doors to features previously associated with the traditional in-person world of athletics – betting lines, advertising revenue, player sponsorships, and more.
Gaming Video Content (GVC)
People are social animals and the lockdowns took away a natural element of interacting with others. What could not be done in person occurred virtually, contributing to a growing demand for online gaming content and the ability to interact with GVC viewers and influencers. In the US, Twitch was the leading worldwide GVC platform. It was designed to provide a supportive network drawn from lifestyle content producers and the gaming community that shares an interest in video streaming.
The platform is projected to provide live services and attract more than four million monthly viewers by 2023. Twitch has a substantial lead on its competitors, drawing 65.8% of the audience, compared to YouTube’s 23.3% and Facebook Gaming at 10.9%. While the idea of providing a social platform to help players connect is still in its infancy and may fade as the pandemic eases, industry experts expect the social element to carry over to a larger audience within the ecosystem.
How Customer Support is Evolving in Gaming and Esports
24/7 Multichannel Support
Real-Time Support via Chat and Social Media: Gamers expect immediate support, often turning to live chat, social media, and messaging platforms like Discord for help. Multi-channel customer support teams are now available 24/7 to address issues like account recovery, in-game bugs, or transaction problems.
In-Game Support Integration: Some games offer support directly through in-game interfaces or AI-powered chatbots that can assist with common player issues without leaving the game environment.
AI-Powered Chatbots and Automation
Automated Ticket Resolution: AI chatbots can handle a wide range of inquiries, from account issues to gameplay tips, helping reduce the workload for human agents. This is especially useful during game launches or updates when ticket volumes surge.
Proactive Support: AI-driven systems can identify issues based on gameplay data (e.g., server issues, latency problems) and proactively alert players, reducing frustration and enhancing the customer experience.
Self-Service Knowledge Bases
Player-Driven Solutions: Gamers often prefer finding solutions themselves. Companies are investing in creating extensive self-service portals, FAQs, and community-driven knowledge bases where players can search for answers to common problems.
Video Tutorials and Forums: Many companies are supplementing traditional knowledge bases with video tutorials and community forums where players can seek help from each other.
Personalized Support Experiences
Player Data and Behavior Insights: By leveraging player data, support teams can offer more personalized experiences. For example, support agents can have access to a player’s recent activity, past tickets, and gaming preferences, allowing for faster and more accurate resolution of issues.
Loyalty and VIP Support: Many gaming platforms offer tiered support, where loyal or high-spending players receive priority service and faster response times. This can improve customer retention and satisfaction.
Localized and Multilingual Support
Global Player Base: With the global reach of many games, localized support in multiple languages is essential. Companies are investing in multilingual support agents and using AI translation tools to provide real-time support to players worldwide.
Cultural Customization: Customer support is also evolving to cater to different cultural expectations in gaming, providing more tailored experiences based on regional preferences and norms.
Community Moderation and Support
Crowdsourced Support: In esports and multiplayer games, community moderators or volunteer player “guides” help manage community issues, offering support and enforcing rules. This decentralized model helps companies manage large player bases.
Toxicity Management: With esports and gaming communities facing issues with toxic behavior, companies are deploying AI tools to detect and prevent harassment, offering safer gaming environments. Automated reporting tools and AI-driven moderation are becoming more common.
Esports-Specific Support
Dedicated Support for Professional Players: Professional gamers and esports teams require specialized support, often needing quick resolutions to technical problems during tournaments or competitions. Companies are providing dedicated help desks and account managers for esports organizations.
Event-Based Support: During large-scale esports events, gaming companies and tournament organizers set up event-specific support channels to address immediate issues related to gameplay, streaming, or event logistics.
In summary, the gaming and esports industry is experiencing rapid growth and technological innovation, and customer support is evolving to meet the specific demands of this dynamic space.
From AI-driven chatbots to multilingual support and real-time troubleshooting, customer service in gaming is becoming more personalized, faster, and integrated with the overall gaming experience.
