Service
Equity
To continue safeguarding the rights and interests of consumers and customers across various products and services, the Company further strengthened its service governance mechanisms in 2025. In addition to continuing to comply with the relevant regulations of competent authorities and international standards, the Company also introduced a data-driven and standardized management framework to ensure consistency, traceability, and monitorability throughout service processes, thereby enhancing overall service quality and governance transparency.
In terms of service models, the Company continued to deepen the application of AI and automation, optimize its intelligent service collaboration mechanism, improve response efficiency and the stability of service quality, and strengthen service capacity during peak periods to reduce waiting times and repeat contacts. At the same time, tiered service designs are developed based on the needs of different customer groups, with differentiated service mechanisms used to ensure the service experience of key customers.
In terms of communication channels, the Company maintains an uninterrupted 24/7, year-round service system integrating multiple channels, including telephone hotlines, the official website message board, live online chat, and an intelligent Chatbot. The Company also continues to optimize front-end guidance and issue routing mechanisms to improve problem-solving efficiency and the clarity of information delivery. Through cross-channel integration and service process optimization, the Company is committed to creating a timely, smooth, and consistent customer service experience, further strengthening the relationship of trust between the Company and its customers and establishing an important foundation for long-term operations and sustainable development.
As Gamania Group’s customer service expert, Gamania CRM continued to upgrade its customer service system in 2025. In addition to deepening the application of AI customer service and automation, it further expanded its role to that of a Customer Relationship Management (CRM) distribution partner and implementation consultant, providing corporate clients with more comprehensive customer service and customer relationship management solutions. By integrating AI customer service, Robotic Process Automation (RPA), AI-assisted text generation, and CRM system implementation capabilities, Gamania CRM has built an intelligent service system with scalability and flexible adjustment capabilities. This is driving the transformation of customer service operations from a traditional outsourced manpower model into a data-driven “intelligent service collaboration” model.
To continue safeguarding customer rights and interests and strengthening service quality, the Company continues to optimize its customer complaint handling mechanism and has established diverse and immediate channels for receiving complaints to ensure that customer feedback can be promptly accepted and addressed. When a customer submits a complaint, frontline customer service personnel immediately create a case and refer it to the relevant unit for investigation. In principle, the response process is initiated within 1 business day, and the case is handled and a response provided within 3 to 5 business days, depending on its complexity. All cases are fully retained and incorporated into regular quality reviews and continuous improvement mechanisms. For higher-risk or disputed cases, the Company has established a cross-departmental collaboration mechanism for further review and resolution. If a customer still has concerns about the handling result, they may also file a complaint with a competent authority or a third-party organization. A designated point of contact within the Company will handle such cases in a coordinated manner and complete the response within 15 days, ensuring the fairness and compliance of the handling process.
Overall complaint-handling efficiency remained stable in 2025, and the on-time closure rate within 15 days for complaint cases handled through government agencies continued to be 100%. As the application of AI customer service has deepened, real-time front-end responses, issue guidance, and greater information transparency have effectively reduced repetitive complaints and complaints arising from misunderstandings. The overall number of complaints continued to decline (down 14% year on year), demonstrating further improvements in service accuracy and front-end identification capabilities. Through standardized processes and AI-assisted mechanisms, the Company continues to strengthen the efficiency and quality of complaint handling, reduce communication gaps, and enhance customers’ trust in the service experience and the brand, providing an important foundation for safeguarding customer rights and interests and achieving sustainable operations.
Gamania employs a multi-layered defense mechanism for information security management. All network services are equipped with firewalls, network identity verification, and threat monitoring and analysis mechanisms, to enable timely detection and blocking of malicious network behavior and ensure service stability and user information security. We also conduct regular system vulnerability scans and patching and continuously strengthen our response capabilities through simulated hacker attacks and information security drills. Simultaneously, data backup operations are set up according to different service types to mitigate risks arising from unforeseen incidents. To ensure data access security, only authorized personnel are permitted to access relevant data. For detailed information, please refer to Section 2.3 Information Security.
Gamania prioritizes the protection of personal data and has a clear “Personal Data Protection Policy”. Its scope covers all employees of the Group’s subsidiaries and their suppliers, with the Group-level Personal Data Management Committee, responsible for overall coordination and management. All units within the Group that handle personal data (including all employees, contractors, and personal data managed by collaborating partners) must plan, execute, and implement personal data protection operations in accordance with regulations, while regularly reporting progress and implementation status to the committee.
Furthermore, in response to the “Personal Data File Security Maintenance Management Regulations for Digital Economy-Related Industries” promulgated by the Ministry of Digital Affairs, the Company completed the amendments to its “Personal Data Protection Policy” and “Personal Data File Security Maintenance Plan” on January 12, 2024, setting higher standards for personal data protection.
Gamania’s personal data collection is subject to nine principles. From the moment of collection, users are proactively informed of the privacy protection policy and terms of use. The Company adheres to the principle of not collecting unnecessary personal data and fully protects users’ right to choose and informs them whether to accept behavioral tracking, personalized marketing, and secondary use of their data. All data transmitted over the Internet is protected by encryption mechanisms to prevent unlawful interception by third parties during transmission. Confidentiality clauses are included in cooperation agreements entered into with consumers or suppliers. The unauthorized provision, sale, exchange, or rental of data to other groups, individuals, private organizations, or for other purposes is strictly prohibited. Gamania maintains a “zero tolerance” policy for information security and personal data protection. Any violations are subject to necessary actions based on the internal “Disciplinary Regulations”. In 2025, there were no incidents of violation of customer privacy at the Company, and there were no legal penalties related to user privacy imposed on the Company.
Gamania’s personal data collection is subject to nine principles. From the moment of collection, users are proactively informed of the privacy protection policy and terms of use. The Company adheres to the principle of not collecting unnecessary personal data and fully protects users’ right to choose and informs them whether to accept behavioral tracking, personalized marketing, and secondary use of their data. All data transmitted over the Internet is protected by encryption mechanisms to prevent unlawful interception by third parties during transmission. Confidentiality clauses are included in cooperation agreements entered into with consumers or suppliers. The unauthorized provision, sale, exchange, or rental of data to other groups, individuals, private organizations, or for other purposes is strictly prohibited. Gamania maintains a “zero tolerance” policy for information security and personal data protection. Any violations are subject to necessary actions based on the internal “Disciplinary Regulations”. In 2025, there were no incidents of violation of customer privacy at the Company, and there were no legal penalties related to user privacy imposed on the Company.
Gamania places improving service quality and the customer experience at the core of its approach and strengthens the overall responsiveness of customer service through AI-powered technologies, data analytics, and standardized operating processes. To improve the first-response resolution rate and service accuracy, the Company continues to optimize customer service processes by combining AI customer service, intelligent routing mechanisms, and knowledge base applications to strengthen frontline personnel’s ability to make judgments and respond in real time. At the same time, AI-assisted text-generation tools and quality inspection mechanisms are used to improve response consistency and information accuracy. Regular training and quality audits are also conducted to ensure the implementation of service standards. To handle large volumes of inquiries and reduce recurring customer complaints, Gamania continues to deepen its use of data analytics and self-service solutions. By monitoring high-frequency issues and trends in user needs in real time, the Company dynamically optimizes its FAQs and AI customer service corpus to improve the problem-solving capabilities of self-service channels. Front-end interception mechanisms (such as announcement prompts and BOT guidance) and batch response mechanisms are also used to reduce repeat contacts and the workload associated with repetitive responses. At the same time, one-stop self-service and process automation are used to strengthen overall service efficiency and operational resilience.
Overall, through the introduction of AI technologies, data-driven management, and optimization of self-service solutions, Gamania continues to improve service efficiency and the stability of service quality. Even when service volumes fluctuate, the Company is able to maintain a consistent, high-quality customer experience, further strengthening brand trust and user loyalty and providing an important foundation for sustainable corporate development.
Customer Service
in the year
190,000
service cases
Service
accuracy rate
99.6%
up to
First response
resolution rate
92.1%
up to
Customer satisfaction
4.77
(out of 5 points)