Community Support

One of the most important elements of a successful community management strategy is building a strong support system.

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Overview

One of the most important elements of a successful community management strategy is building a strong support system. Managing a community effectively can boost player loyalty and brand reach but if a player feels their voice isn’t heard if and when an issue should arise, drop-off rates can become detrimental to a game’s lifespan. That’s where community support comes in!

As the most fundamental and crucial form of support, community support is first and foremost about listening to players (on an individual and community level), monitoring and addressing their issues or grievances, collecting valuable feedback points, and assuring them that steps are being taken in their interest to resolve whatever in-game problems they may be experiencing. It gives players an avenue to provide feedback, discuss issues, and have their voices heard. When done right, in a friendly and capable manner, it can often boost player loyalty far greater than any other type of outreach effort a developer can provide.

At MoGi Group, our community support teams are professionally trained in identifying, solving, and reporting technical and interpersonal player issues. Through the use of key techniques and tools, we have a proven track record in increasing player satisfaction and play time, as well as creating a valuable feedback reporting loop derived from real player observations and interactions.

Our teams also provide regular reports (at a scalable frequency) on ticket volumes, geographical region, and language, putting usable data in the hands of developers and publishers who in turn transform the information into player-focused game updates and improvements. As well as providing support in over 44 international languages across forums, tickets, and social media, our community support specialists also design specifically tailored macros to maximise efficiency in issue resolution, response time, and communication.

Our flexible community support services are scalable to any budget or project size, making tailored support packages for any genre of game accessible and easy!

For more information about our community support services, contact our experts at MoGi Group.

Testimonials

R2Games
“It has been a pleasure to work with a professional, efficient, and friendly team like MoGi when handling challenging language pairs during the localization and QA of video games. No matter the target languages,... Read More
R2Games
R2Games
InnoGames
“Forge of Empires is an open-end, free-to-play simulation game, available in 24 different languages. Since it started its success story in 2012, we have been relying on MoGi for all our localizations. Our tasks... Read More
InnoGames
InnoGames
Phoenix One Games
“MoGi has been a great partner for us on localization for our game! They’ve been really great in accommodating rush orders and turning around projects quickly.”
Kevin Zhang Phoenix One Games
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Phoenix One Games
Phoenix One Games
Team 17
“One of MoGi’s greatest qualities is the swiftness and flexibility of their team. They make sure they understand the texts you send to them by using query logs and deliver their translation to the... Read More
Team 17
Team 17
Telltale Games
“When I first came to Telltale I was charged with attempting to find a localization company that could help bring our stories to a broader global market for our English releases. Given that we... Read More
Telltale Games
Telltale Games
Tilting Point
“MoGi has always been a valued partner for Tilting Point. Their ability to scale with our demand and maintain their quality standards has allowed us to provide a top-quality experience to users around the... Read More
Tilting Point
Tilting Point
Tripwire
“We’ve worked with MoGi on translation for a number of years – and a number of games. Apart from all the important business things like good pricing, responsiveness and so on, MoGi also understand... Read More
Tripwire
Tripwire
Webzen
“Here at Webzen Dublin we have had the pleasure to entrust MoGi with the localization for our flagship title, MU Legend. MoGi has shown great organisation and professionality, paired with incredible kindness and accessibility:... Read More
Webzen
Webzen
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