Goal
Ensure players with disabilities can reach customer support — call centers, live chat, email — through multiple accessible methods.Overview
Accessible customer support means the ways players discover information and contact support teams are usable by customers with disabilities. Offer multiple contact options: voice calls for players unable to read, and text chat or email for d/Deaf players. Ensure support websites meet web accessibility standards so all players can troubleshoot problems, ask questions, and share feedback.Scoping questions
- What support resources do your title, studio, or publisher offer?
- Does your customer support website meet WCAG 2 Level AA?
- Are call center numbers, email addresses, and live-chat entry points easily discoverable and accessible (screen-reader compatible and visually accessible)?
Implementation guidelines
Free access to support
Players and individuals with disabilities should be able to reach call centers and customer support about the product and its accessibility features at no additional cost.
Multiple accessible contact methods
Provide multiple accessible ways to contact support, including:
- Phone
- TTY
- Live chat
Potential player impact
This XAG reduces barriers for:- Players without vision or with low vision
- Players with little or no color perception
- Players without hearing or with limited hearing
- Players without speech
- Players with limited cognitive skills
- Players with limited reach, strength, or manual dexterity
- Players using prosthetic devices
- Players with limited ability to use time-dependent controls
- All players, depending on personal, environmental, or situational factors