Gamasutra: Jennifer Cadieux’s Blog – Tips to Build Customer Support for the Golden Age of Mobile Games 

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Tricks to Construct Buyer Assist for the Golden Age of Cell Video games 

Cell sport builders are confronted with 2 essential questions: how can they stand out within the crowded cellular market and the way can buyer assist assist attain this goal? 


It’s no secret that cellular video games have exploded in reputation; gamers are spoiled for alternative and there actually is one thing for everybody.  

In 2020, the App Retailer provided 957,390 gaming apps! 


The way to Create a Cell Assist Technique 

Cell has come a great distance since the launch of the primary cellular sport in 1997.  

Once we began fascinated by Buyer Assist for cellular video games, it shortly grew to become evident that our assist crew wanted to not solely have deep data of the video games but additionally thorough technical data of numerous gadgets and social platforms.  

Based mostly on this conclusion, our method to buyer assist prioritizes collaboration, inclusion, and possession to ship one of the best buyer assist to our gamers.  

Right here is our prime recommendation to implement a profitable buyer assist technique 

  • Work instantly with Recreation Groups  

  • Recruit expertise with in-depth data of cellular gaming and App Shops.  

  • Present 24/7 assist protection to verify gamers can return to the sport as quick as potential after encountering a difficulty.  

  • Leverage an inside translation course of to assist gamers in any language they attain out to us in.  

The Embedded Brokers focus on frequent issues, escalate participant suggestions, and collaborate with the Recreation Groups on buyer assist points. Their aim is to proactively proactive flag to the Recreation Groups ache factors for our participant communities.  

As we develop and evolve, so too will the Embedded Brokers’ function and objectives.  


The way to Combine Current Buyer Assist Experience 

The Sq. Enix Group has been serving to gamers for PC and Console for an exceptionally lengthy time, which implies we profit from a mature buyer assist pipeline to make use of as a template for Sq. Enix Montréal’s upcoming cellular sport releases. By protecting our buyer assist buildings comparable to the one used for PC/Console video games we can leverage the collective expertise of our present buyer assist brokers.  

These skilled crew members can in flip leverage the Embedded Brokers’ technical and game-specific data thus offering gamers with fast, dependable help.  

We additionally profit from our current analytical data and instruments. The outcome: our brokers can work with instruments they had been already conversant in lowering dangers and coaching time. In flip, we may give brokers extra time to familiarize themselves with our new cellular video games and cellular gadgets on the whole. Moreover, new crew members can be taught and be mentored by a longtime crew permitting for sooner onboarding and an trade of recent views.  


What’s Subsequent: Shifting Ahead 

Collaboration, inclusion, and possession stay our guiding rules.  

We’re planning to additional consolidate our instruments and put money into our current assist crew. As cellular gaming matures and continues to develop so will our assist technique and I for one am excited to see the place the cellular area is headed at Sq. Enix Montreal and inside the bigger cellular gaming area.