Why Automation Is the Backbone of Support in Free-to-Play Games
Player support used to be reactive. A player encountered a problem, sent an email, and waited sometimes days for a response. But the rise of free-to-play (F2P) games changed that equation forever. Millions of players now interact with studios daily, each expecting instant fixes and uninterrupted gameplay. When an update breaks, a purchase fails, or […]
4 Tactics for Great Customer Service Responses in Mobile Gaming
Exceeding player expectations when it comes to customer service is far easier said than done. It’s oftentimes difficult to understand the request, let alone adequately resolve it. This makes crafting the perfect response to successfully and empathetically address the issue both an art and a science. We’ve compiled a list of shining example responses from […]
Ticket Deflection 101: How A Knowledge Base Will Save You Money
Congratulations, you have a lot of support tickets! Tons of users asking for help with your mobile app is a complicated feeling. It’s a sign of your app’s success. However, it also means you now need to find a system that addresses all your tickets efficiently, while at the same time creating mechanisms for ticket […]
The Three E’s of Online Customer Service
An effective customer service strategy needs to keep these three criteria at its core: Ease Efficiency Emotion If your support is easy to access, efficiently answers questions, and effectively conveys your brand tone, then you will have satisfied customers. It’s a pretty simple equation, right? Well, as any customer service manager knows, satisfying these three […]
4 Tips For Creating a Proactive Engagement Strategy That Won’t Pester Your Customers
Proactive engagement is an essential part of the customer experience. Reaching out to customers at just the right moment can make them feel appreciated, drive customer loyalty, reduce churn and boost the overall customer experience. But at the same time, bombarding customers constantly can feel like spam and drive unsubscribes and churn. Here are tips […]
3 Routine Live Chat Examples Made Better Through Messaging
More than a decade ago, live chat emerged as a key customer service channel and proved to be a game changer for B2C brands. When used properly, live chat liberated customers from enduring tedious automated phone system experiences and enabled online conversations in real time — more reassuring and quicker than email exchanges. There are plenty of […]