Gamifying support

Abstract

When applied with care and consideration, gamification can have significant positive effects on support. Utilizing gamification elements, such an leaderboards, levels, badges, and rewards, within a community can help engage customers and encourage them to generate support content. This allows them to self-serve and more quickly resolve their issues. Internal support engineers can also be motivated when exposed to a point system with appropriate challenges, levels, and rewards. The result can increase overall job satisfaction, increase engineer positivity, and lead to better customer service. © 2013 Springer-Verlag.