For many people, it feels like the gaming world is currently going through something of a renaissance. We’ve got more developers than ever before constantly breaking new ground with revolutionary games and gaming technologies for gaming audiences larger than some continents. It’s a special time and it points towards even more special things to come. It also means that it’s never been a more important time to think about the impact and the importance of the relationship between games developers and the gamers themselves.
Whether as a developer or as a gamer, maintaining that relationship, feeding it, and using it as a means to grow together is what turns great games into unforgettable ones; but bridging that gap between the two can sometimes be a difficult task – communication is a two-way street and miscommunication can be worse than no communication at all. At the heart of bridging that gap is Community Management. Good community management systems are all about allowing the passion that went into the designing and creating of a game to combine with the same passion that goes into playing it. It’s about creating a common ground and watching as the relationship flourishes. It is, of course, about representing both sides accurately and fairly, but it’s done best when all sides understand one thing – everyone involved wants the game to be the best it can be. Continue reading
When it comes to the finer details of Video Game Customer Support nothing really surprises us anymore. From players finding their avatars stranded miles away from where they left them to characters vanishing altogether, by way of some of the most bizarre, unusual, and frankly inventive bugs and glitches you can imagine – you name it, we’ve seen it! We believe that’s what makes us so great at what we do, we’ve seen it all and helped players come out the other side smiling. After all, what doesn’t kill you makes you a better customer support agent (… or something like that). We also believe that sharing valuable knowledge and experience is never a bad thing. That’s why we’ve put our heads together and come up with our list of the top five types of player complaints you’re likely to receive as a CS agent. Enjoy!
As you might have heard, a little while ago Eric Schittulli joined our ever-expanding team here at MoGi. What better way to welcome him to the fold than let him settle in and get his feet under the table before barraging him with questions about his experiences in player support, how it has changed and what games need to do to ensure they aren’t left behind? The answer, of course, is none. Here’s what he had to say… Continue reading
What makes a great player support agent? What are the core skills and talents needed to negotiate a role where the challenges come thick and fast? After a discussion with our player support teams, we have reached a consensus on the essential characteristics required for this highly specialized role. Continue reading
Being a player support agent is, at times, not an easy job. While the majority of people you deal with will be polite and cooperative, you will also encounter your fair share of difficult players. MoGi’s multilingual player support teams have a wealth of experience in dealing with all kinds of requests and, though the language is different, it seems gamers all over the world will try the same tricks. Below is a list of typical tickets you can expect to see, along with a little insight from one of our player support agents. Continue reading
Let’s be honest, player support can make or break a mobile game. When four out of five mobile apps and games get deleted after being played just once, player retention is a precious commodity, and is essential to ensuring the satisfaction and loyalty of your players. In this blog, we’re going to look at some of the channels that companies use to provide support for gamers, and how each one can be used effectively. Continue reading
In this fresh instalment of our ‘Day in the Life’ series, we are going to examine what it means to be a Customer Support Agent at MoGi Group. With over 30 languages supported, Mogi Group works to ensure that all multinational and multilingual customer support needs are met in-house. We work with our clients such as Epic Games, NCSoft, Konami, Capcom and Deep Silver to ensure that their gamers’ faces are happy and their thumbs are twiddling! Continue reading
To the untrained eye, it may seem as though customer support and community management are both one and the same. After all, they are both involve answering questions, handling complaints, providing assistance and helping the customer out, right?
Whilst there is an element of truth to this, the reality is that community management and video game customer support services are two very different things and should be treated accordingly if you want to provide effective services (which, of course, you do!)