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Gamania has established and implemented mechanisms and processes relevant to the services based on the nature of business of individual products in accordance with the legal requirements and international standards, in order to ensure protection for the rights and interests of consumers or customers. We have commissioned the subsidiary, Ants’ Power, to take charge of the customer service center, which offers 24/7 services based on AI technology. In response to different product needs, we have also arranged various service channels (telephone lines, a message board on the official website, instant messengers, smart chatbot, etc.) to bring upgraded customer services.
As the data customer service expert of Gamania Group, Ants’ Power stays on top of the deployment of advanced AI customer service systems, facilitates human-machine collaboration and integrates multiple service channels, providing accurate customer service solutions as well as customer relationship management (CRM) integration services by which data analysis is applied to help maintain the user loyalty of a brand and effectively manage brand reputation. The multi-faceted customer service system covers:
| Training of excellent customer service personnel | Control of customer service quality system | Outstanding services for solutions |
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General courses: Compulsory for all employees; regarded as completed based on a final review
Advanced courses: Arranged based on business implementation status
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For corporate customers, Gamania regularly arranges relevant meetings with them by business type, and conducts project evaluation and review with senior executives of each unit to ensure product and service quality and immediately correct problems. In light of the Group’s digital strengths, AI technology tools have been incorporated into most businesses to continuously enhance the overall service efficiency, interaction quality, and customer service experience. With the importance placed on customers’ voices, multiple feedback mechanisms have been set, and GAMA PAY has established and followed the “customer service operations center quality policy” and 13 related bylaws under the regulations of the competent authorities to implement customer service management, customer relationship maintenance, and protection of customers’ right to file complaints.
Gamania’s network services are equipped with firewalls and network identity recognition, threat monitoring and analysis mechanisms to block malicious network behavior, periodically scan website system vulnerabilities, and provide reinforcement and correction, periodically simulate hacker attacks and information security drills, and develop and implement backup operations and other information security protection measures based on service content. Only authorized personnel can access relevant data. Please refer to “2.2 Information security” for more details.
Gamania also has a “personal data protection policy” that applies to all employees and suppliers of the Group’s subsidiaries; it is managed by the Group’s “Personal Data Management Committee.” All units within the Group holding personal data (including the data managed by all employees, contractors, and partners in the same or different industries) shall perform planning and implementation as required for personal data protection and as assigned by the Personal Data Management Committee, and report the progress of personal data protection to the said committee. With the CFO as the convener, the committee has two subordinate teams, the Emergency Response Team and the Personal Data Protection Team, that work in tandem with the Legal Division to manage and prevent improper outside intrusion and maintain the correctness and integrity of personal data files. In particular, the Personal Data Protection Team has an “Audit Team” composed of members of the Audit Office and the Legal Division. This team plans regular reviews for the implementation of security maintenance plans and related regulations, and makes immediate improvements when necessary.
Gamania adheres to the nine principles for personal data collection. When collecting personal data, we proactively notify customers of our privacy protection policy and user terms and conditions, and that we will not collect unnecessary personal information. We also make users aware that they have the right to choose whether or not to have their behaviors tracked or used for personalized marketing or secondary purposes.
This year, the percentage of users with their personal data used for secondary purposes reached 100%. Gamania mainly uses the collected personal data in all subsequent online and offline activities, until the natural person voluntarily applies for cessation of data use or until any adjustment is made according to the platform’s privacy terms (e.g. player data obtained in operational activities will be kept for 5 years as per laws and regulations, and the data made public will be de-identified). Network transmission of personal data is required to be encrypted to ensure that the data is not illegally retrieved by third parties during transmission.Besides, according to the service agreement entered into with consumers or suppliers, we sign the non-disclosure agreements to promise that we will not arbitrarily provide, sell, exchange, or rent private and sensitive data to other groups, individuals or private institutions, or for other purposes.
Gamania sticks to the “zero tolerance” principle when it comes to information security and personal data protection. Violators will be punished according to the Company’s “Reward and Discipline Regulations.” In 2023, 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 has always maintained close communication and interaction with consumers, and is committed to protecting consumers’ interests. Gamania Group’s customer service primarily aims at Gamania’s online or mobile games. The number of service cases exceeds 750,000 a year, and 92% of the cases can be resolved with the initial response. Service accuracy has exceeded 99%. Questions of such cases are systematically examined and statistically analyzed in daily, weekly, monthly, quarterly and yearly cycles; countermeasures and improvement plans are proposed for cases of a special or massive nature and referred to the management for evaluation to reduce recurring customer complaints. Several self-service functions are gradually introduced, and the intelligent customer service system is empowered with technology to cover a greater range of issues and quickly respond to and resolve customer problems. Gamania received a total of 871 correspondences from government agencies in 2023, and 133 cases of which required resolution through coordination meetings. All cases of customer complaints were resolved in 15 days. No unresolved dispute, violation of customers’ privacy, or health incident occurred in 2023.
Customer Service
service cases in the year
750,000
service cases
Service
accuracy rate
99%
up to
The ratio of cases resolved with
the initial response
92%
up to
Average score of
customer satisfaction
with omnichannel services
4.81
(out of 5 points)