As the gaming industry continues to grow in new and exciting ways, making a shift more and more towards online and mobile gaming every year, its never been more important to explore and understand all of the services that today’s modern gamer has come to expect as part of their gaming experience.
In our experience, one of the most in-demand services players call for is good quality player support. Player support is a vital tool in forming and maintaining a healthy relationship between the developer and the player: it provides a developer with the stream of knowledgeable and timely feedback they need in order to keep their game healthy and feeling fresh, but it also creates an avenue for players to feel valued, leading in many cases so extended game lifespan and player loyalty.
In order to get the inside scoop on player support, its growing importance in the gaming world and what a comprehensive support package can do for a game, we caught up with one of our top player support team members, Conor McGinley, to see what he had to say on the subject. Here’s what he said…
The gaming industry is constantly evolving. More gamers than ever before are given the choice of playing a wider range of games than ever before. With so much selection out there, it’s no longer just about who makes the best game, it’s about who provides the best gaming experience.
With so much competition out there, and the players’ spoiled for choice, you’ve got to do whatever you can to maximise brand loyalty and keep your audience feeling excited and engaged enough to come back to your game time and time again.
In so many cases, it can be the little things that let developers down in terms of gameplay experience, causing players to be driven away in frustration – or even worse, disinterest! Poor quality player support, or even no player support at all, can be absolutely devastating to a game’s lifespan. If a player feels a game isn’t up to scratch, or that one annoying bug that’s due to be fixed in the next patch keeps blocking their progress, often they just move onto the next game. That’s why comprehensive, attentive, and active video game player support is paramount in every part of the industry, from world-beating MOBAs to up-and-coming indie masterpieces.
With that in mind, we put together our top 5 reasons to outsource player support for your next game. Let’s take a look… Continue reading
Over the last number of years, we’ve noticed a huge increase in the popularity of community management, along with a major spike in the demand for it. Despite this, we still get the same question all the time: ‘what is community management anyway?’. A reasonable question.
In relative terms, community management is still a very new field, and though its one we’re constantly striving to contribute to and pioneer in, we’re very aware that the nature of it might still be unclear to some. In order to give you a better idea of just how it works, we caught up with one of our top community managers, Linda Clery. Here’s what she had to say… Continue reading
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