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.
David Leaver, Dreadbit
Alice Timnat, PlayScape
Elena Cova, European Games Group
European Games Group
David Walgrave, Larian Studios