The Changing Face of Customer Support, and What It Means for Your Player Support Services


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

The Anatomy of the Perfect Player Support Agent

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

6 Things You WILL Experience as a Player Support Agent

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

The Keys to Providing Great Player Support for Mobile Games

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

A Day in the Life of… a MoGi Customer Support Agent

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

The Differences Between Customer Support and Community Management

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!)

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