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

Dreadbit
“Thank you! As always, great work!”
David Leaver, Dreadbit
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Dreadbit
Dreadbit
PlayScape
“Thank you for the excellent French translation!”
Alice Timnat, PlayScape
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PlayScape
PlayScape
European Games Group
“The work that MoGi did for us was perfect.”
Elena Cova, European Games Group
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European Games Group
European Games Group
Larian Studios
“Thank you for all the work you’ve done!”
David Walgrave, Larian Studios Read More
Larian Studios
Larian Studios
Gumi Europe
“We started collaborating with MoGi in early 2017. They currently take care of the localization of our game. We are so happy with them, we are now considering expanding our collaboration to Community Management... Read More
Gumi Europe
Gumi Europe
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
Webzen
“Here at Webzen 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: it... Read More
Webzen
Webzen
Budge Studios
“Thanks a lot for the quick turnaround, it’s super appreciated.” Read More
Budge Studios
Budge Studios
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