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Player-Centric Products – What Operators Need to Know (Part 1)

The iGaming industry is constantly changing, and one of the most significant transformations in recent years has been the shift in focus from products to the players themselves.
In the increasingly competitive iGaming industry, operators are placing more and more emphasis on player-centric product design. This shift is designed to meet ever-changing market demands, increase player engagement, and build long-term brand loyalty. In this article, we will discuss the important factors that should be paid attention to in player-centric product design through specific brand cases.
Personalized Customer Experience
One prominent brand example of a personalized customer experience is Steam, which leverages its unique set of algorithms and data analytics to provide personalized gaming recommendations to each user based on their browsing and purchasing history, preferences, and ratings. This personalized experience allows users to feel that their needs are being respected and helps Steam increase its user retention rate.
In this way, iGaming operators can provide players with personalized gaming recommendations by analyzing their gaming history, game type preferences and playing time. For example, if a player prefers a live online product to a typical slot game, the gaming platform can proactively offer relevant game options, even letting the player know about the most popular dealer room options online, which is expected to boost player engagement and increase loyalty.
Customer service
Customer service is paramount to player-centric products, and Epic Games and Riot Games are two game companies that excel in this area. Not only do they have live chat support systems in place so that players can get help quickly if they have a problem, but their customer service teams also actively participate in various online social media outlets to build more interaction with players, communicate with them over time to build their relationships, and respond to their needs and feedback in real-time.
This approach of focusing on customer service helps create a positive user experience where players receive superior attention and service that exceeds expectations. For iGaming operators, investing in quality customer service not only increases player satisfaction, but also increases loyalty and drives long-term engagement. When a brand establishes a sense of camaraderie with its players, the players will be more willing to provide the brand with a more objective and improved experience, which will be beneficial to the brand's long-term operation.
With the improved smoothness and convenience of products on the platform together with the support of a stable customer service team, we will return to the product itself in the next article and continue to explore how player-centric games can adapt to the trend and how operators can adjust their products to cope with the trend.