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Talking Video Games Industry: Q/A with Shaun Gozo-Hill

Talking Video Games Industry: Q/A with Shaun Gozo-Hill

Roberto Popolizio
Website Planet had the chance to sit down with Shaun Gozo-Hill, managing director at 2Game, one of the top eCommerce stores in the gaming industry, with customers in over 130+ countries and partnerships with brands like SEGA, Bethesda, Microsoft, and Capcom.

We discussed how the company started, and what are the key factors that made them become one of the fastest growing digital retailers on a global scale.

Let’s introduce 2Game to our audience. What products do you sell?

2Game.com is an online specialist in the distribution of digital products, with our primary focus on providing an extensive range of digital PC and console games. Our offerings span popular platforms including but not limited to Steam, Epic Games, and a multitude of others. But our offerings don’t stop at games.

Diversifying the digital landscape, we also provide instant access to digital gift cards encompassing entertainment, shopping, food, and travel sectors. This includes sought-after brands such as iTunes, Netflix, Uber, and Spotify. Our emphasis is on instant delivery, ensuring that whether it’s the latest PC game or an entertainment gift card, our global customers can enjoy their digital purchases without delay

How did it all start, and what are your achievements to this day?

2Game.com was conceived out of a clear vision to serve the gaming community in a way we, as gamers and tech enthusiasts ourselves, desired. We aimed to deliver a reliable, official, expansive, and exciting range of products, designed to be accessible to all.

Our guiding principle has been to infuse the fun and energy intrinsic to the gaming world into everything we do. Since our inception, our reach has expanded globally, and we take great pride in our consistently positive customer feedback and strong customer loyalty.

How does your mission differ from the other digital retailers in your niche?

2Game.com’s mission is to establish an innovative ecosystem that encourages diverse and engaging gaming experiences, with the aspiration of reshaping the digital interactive entertainment landscape.

Our innovative spirit permeates all aspects of our business. It influences not just the breadth and depth of our product offerings, but also the ways we interact with our global gaming community.

In essence, 2Game.com’s mission is not confined to merely selling digital products. Our goal is to create a comprehensive, exciting, and rewarding platform that genuinely understands and caters to the unique needs of the global gaming community.

Who are your typical customers and what problems do they have when they come to you?

Our typical customers at 2Game.com are passionate gamers and technology enthusiasts from all corners of the globe, with a pronounced focus on regions such as Asia, the Middle East and North Africa (MENA), and Latin America (LATAM). These customers range from casual gamers to hardcore gaming aficionados, as well as individuals interested in a wide spectrum of digital entertainment and technology products.

They often approach us, encountering challenges related to local market representation. Many gamers from Asia, MENA, and LATAM regions express that the global digital gaming market inadequately caters to their specific needs, particularly concerning product variety and localized user experience.

Moreover, they grapple with the lack of a platform offering both a sense of community and a personalized experience. They yearn for more than just a transactional relationship with a digital retailer. Instead, they aspire to belong to a broader gaming community that genuinely comprehends and values their unique preferences.

At 2Game.com, we confront these issues head-on. We channel a significant focus on underserved regions, striving to provide an engaging and personalized customer experience that acknowledges the unique needs of gamers in Asia, MENA, and LATAM. By cultivating a sense of community among our users, we ensure they feel both valued and understood

And what makes them eventually choose you over your competitors?

Customers choose 2Game.com over competitors for a number of compelling reasons.

Firstly, our commitment to underserved markets sets us apart. We prioritize providing localized content and experiences to gamers in Asia, MENA, and LATAM, where customers often feel overlooked by the mainstream gaming industry.

Secondly, our focus on fostering a sense of community gives customers more than just a marketplace; it provides them with a platform that values their individual preferences and makes them feel part of a broader gaming fraternity.

We also stand out due to the breadth and diversity of our product offerings. We work with esteemed publishers and independent creators to ensure that our customers have access to a wide variety of titles – both mainstream and niche.

In addition, we emphasize on reliability and trust. All our games and digital products are official, which gives customers peace of mind that they’re purchasing legitimate digital products.

Lastly, our commitment to innovating and evolving our platform means that we’re consistently improving our customer experience, keeping pace with the rapidly changing gaming landscape.

In essence, customers choose 2Game.com for our dedication to their needs, our commitment to authenticity and diversity, and our passion for creating a dynamic, interactive gaming experience.

Are there any specific strategies or tactics that have been particularly effective in driving and retaining customers?

Driving Customers:

At 2Game.com, two key strategies have been particularly effective in driving customers to our platform.

Firstly, ‘Localization’. By tailoring our content and user experience to regions often overlooked by the global gaming market, such as Asia, MENA, and LATAM, we connect with gamers on a more personal level.

Secondly, our ‘Diverse Product Offering’. We work closely with esteemed publishers and independent creators, ensuring a wide variety of both mainstream and niche titles cater to the diverse tastes of our user base.

Retaining Customers:

‘Community Building’ and ‘Authenticity and Trust’ are at the heart of our approach for customer retention. We foster a sense of community among our users, encouraging higher engagement levels and making gamers feel part of a larger ecosystem. Selling only official games and digital products builds trust in our customers, and this is reinforced by our commitment to superior customer support.

Alignment with Future Trends:

Our strategies align with the current and future trends in gaming and 2Game by using AI and data in a positive way to reward play and expand experiences. We focus on providing what customers really want and in a manner they prefer — attentive but not intrusive.

Looking Ahead:

As we move forward, ‘Continuous Innovation’ will be key. We are exploring more ways to leverage AI, data analytics, and machine learning to enhance our platform and better cater to user needs. Although we can’t reveal too much at this point, we can promise that we have some exciting developments in the works that will further elevate the gaming experience on 2Game.com.

What tools do you use to run your website and marketing? What’s the greatest benefit you got from each of them?

At 2Game.com, we harness a variety of tools to run our website and marketing effectively.

Our custom-built Content Management System (CMS) and Product Information System (PIS) play a key role in managing and updating our extensive product listings. We also integrate with various APIs, such as Steam, to enrich our product offering and improve the user experience.

For reliable and scalable cloud hosting, we utilize Amazon Web Services (AWS). This ensures the stability of our platform, which is critical in maintaining the trust of our user base.

Understanding user behavior on our site is paramount, and for this, we leverage Google Analytics. This tool enables us to analyze site traffic and user interactions, informing decisions around product offerings and user experience optimization.

On the marketing front, HubSpot is our go-to tool for Customer Relationship Management (CRM), marketing automation, and analytics. HubSpot’s greatest advantage is its ability to capture and analyze user data related to gaming libraries and playing behaviors. We use this data to create personalized marketing strategies that effectively retarget customers, enhancing the effectiveness of our advertising and improving customer retention.

Additionally, SEMRush is an invaluable asset in our digital marketing strategy for SEO and competitor analysis. It allows us to keep an eye on market trends and maintain a competitive edge.

From your experience, what skills are essential to succeed in the 2Game industry?

In the rapidly evolving 2Game landscape, several skills are paramount for success.
  • Adaptability and Flexibility: The 2Game industry is ever-changing, driven by technology advancements, shifting consumer behavior, and market trends. Being able to adapt to these changes quickly and effectively is crucial.
  • Data Analysis: Data is the lifeblood of any 2Game business. Understanding how to interpret and act upon customer data can significantly improve decision-making, from product offerings to marketing strategies.
  • Customer Focus: In a competitive landscape, understanding and prioritizing the customer’s needs is key. This includes everything from creating an engaging user experience to offering excellent customer support.
  • Digital Marketing: With the online market being so crowded, knowing how to effectively reach and engage your audience through SEO, social media, content marketing, and email marketing is critical.
  • Technical Savviness: Understanding the technology that drives your 2Game business, be it CMS, CRM, or data analytics tools, is important. Also, keeping up-to-date with new technologies can provide a competitive advantage.
  • Strategic Thinking: Running an 2Game business isn’t just about daily operations. It requires a long-term strategic vision, taking into account market trends, competition, and business growth.
  • Financial Acumen: Understanding the financial aspects of your business, from pricing strategies to managing cash flow, is crucial. This knowledge helps maximize profitability and ensure the sustainability of your business.
While these skills are all important, perhaps the most critical is a genuine passion for what you’re doing. In our case at 2Game.com, a deep love for gaming and digital technology drives us to continuously innovate and provide the best possible experience for our customers.

What trends or technologies will reshape the 2Game world in the coming years, and how do you plan to cope?

Here are a few that we believe will have a significant impact:
  • Artificial Intelligence (AI) and Machine Learning (ML): AI and ML will continue to revolutionize 2Game, particularly in the areas of personalized customer experiences and predictive analytics. We at 2Game.com are embracing these technologies to create highly personalized experiences and to better understand our customers’ gaming preferences.
  • Voice Commerce: As voice-activated assistants like Alexa, Google Assistant, and Siri become more prevalent, voice commerce is poised to rise. While this trend might not directly apply to digital game retail, it’s something we’re monitoring closely for potential innovative applications in the gaming world.
  • AR and VR: Augmented Reality and Virtual Reality could enhance the shopping experience by offering customers a way to virtually explore games or experience digital products before purchasing. We are investigating ways to incorporate AR and VR in our platform to enrich user experience.
  • Blockchain and NFTs: Blockchain technology and Non-Fungible Tokens (NFTs) are gaining traction in the gaming industry, offering new ways for developers to monetize their games and players to own in-game assets. We are exploring potential integrations of these technologies on 2Game.com.
  • Social Commerce: With the growing integration of 2Game functionalities on social media platforms, social commerce is a trend that can’t be ignored. We are strengthening our social media strategies to capitalize on this trend, connecting more deeply with our global gaming community.
  • Sustainability: As consumers become more eco-conscious, demonstrating a commitment to sustainability can differentiate an 2Game business. While we primarily deal in digital products, we are exploring ways to operate more sustainably and ethically.
Adapting to these trends will require constant innovation, strategic partnerships, and continuous learning. But we’re excited for the challenge. As our industry evolves, we are committed to evolving with it, staying ahead of the curve to provide the best possible experience for our customers and community.

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