Putting Players First: Why Customer Support Matters at BisectHosting
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At the heart of BisectHosting sits our customer support team. With over 22,000 Trustpilot reviews and a 4.8 average score, we know that the way we support our players and partners shapes every interaction, builds trust, and sets the standard for what server hosting can be.
From the start, our goal has been simple: to ensure help is always available and genuinely helpful. That means answering questions at all hours, providing clear and honest answers, and reaching players on the channels where they feel most comfortable, whether that’s chat, email, Discord, Reddit, or social media.
Why Great Customer Support Matters: Especially for Game Developers
Game studios choosing a host want more than raw performance; they want a partner who values their players as much as they do. Reliable support does real work behind the scenes:- Uptime is non-negotiable – Players log in from every timezone, at every hour. Issues can happen anytime, and when they do, quick support gets communities back on track.
- Fast, personal responses keep players happy – Slow or scripted answers frustrate users. Quick, thoughtful replies reduce churn, build loyalty, and show players their time matters.
- Expertise makes a difference – It’s not just about replying quickly. Knowing how to solve technical issues right the first time protects uptime and keeps games running smoothly. Did you know, 80%+ of game studios say that unresolved support issues contribute directly to churn? (SuperData, 2024)
- Clear communication builds trust – Honest, proactive updates help players and studios feel confident, even during bumps in the road.
- Meeting players where they are – Today’s communities don’t always want email tickets. Players expect real help in Discord, on Reddit, and across social media, and we make sure it’s there. Multi-channel support (Discord/Reddit) is now expected by over 60% of multiplayer gaming communities.
Voices From the Team: Real Support, Real Stories
Matt G, Customer Experience Manager Matt leads our customer experience team and has seen firsthand how putting values into action transforms both our support and our company culture. “When it comes to support, the most important time to help is the moment a need arises. With a global client base, that can happen at any hour, day or night. This is why 24/7 support matters; we are always ready whenever our customers reach out. Our goal is for every customer to enjoy seamless, reliable access to their server. As gamers ourselves, we understand how precious free time is. When someone is ready to play, nothing should get in the way of that experience. That is why we pride ourselves on having knowledgeable, fast, and friendly staff available at all times. Every new hire goes through extensive training to become an expert in all things server-related. To stay sharp, we hold monthly team check-ins and regular Quality Assurance reviews. A sculptor’s work depends on the quality of the material, and our support is no different. Because our team is made of gamers supporting gamers, empathy and experience come naturally. We know what it feels like to need a helping hand, and we strive to be that hand for our customers, exactly when they need us." Alison, Social Media Support Specialist Alison represents BisectHosting across Discord and Reddit, becoming the friendly voice for gamers when connection matters most. “For me, the best part of working in social media support is being the voice of the company when it really matters to customers. People often come to us feeling stuck, frustrated, or unsure, being the person to guide them through and turn stress into relief is what I enjoy most. There’s real reward in making someone’s experience better,” Alison shares. “Social media has also let me connect directly with passionate gamer communities. Gamers care deeply about their servers, so responding with both personality and professionalism builds genuine trust. Being the company’s representative means showing we care as much as our players do, and that’s something I’m proud of. At the end of the day, making a real difference in how customers see us excites me. Every reply, every interaction is a chance to show BisectHosting is approachable, knowledgeable, and on their side, and that’s an impact I’m proud to have.” Matt and Alison’s experiences reflect the heart of BisectHosting’s approach: humans helping humans, gamers helping gamers. Their dedication shows that real support isn’t just technical, it’s personal, empathetic, and always available, building a community where players and studios know they’re valued.Why Is Support So Important in Hosting?
- The global game server hosting market is growing rapidly and is expected to reach nearly $3.5 billion by 2026.
- According to recent surveys, more than 70% of players say server reliability and support are deciding factors when choosing a hosting provider, and 80% of dissatisfied players won’t recommend a game if server issues are handled poorly. (Source: Newzoo, 2024)
- In such a competitive environment, studios know their reputation and retention depend on more than server specs; they need support that makes players feel heard and valued.
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