The Definition of “Offline Messaging”
For our purposes, “offline messaging” simply refers to any support request you submit without anticipating an instant back-and-forth. That’s primarily email and website contact forms. It also covers leaving a message requesting a phone callback. I did not evaluate phone support as a service because that’s a live conversation. I centered on the communication when you send a message and pause—sometimes hours—for a reply. Players often use this for complex problems in which they must attach files, or in cases where they are not in a hurry.