Doing Customer Support for Mobile Games
1. Customer support tools save you time
Using plain old email is fine when you’re only getting five to ten inquiries per day. But when you start getting more as more people download your game is when the problem begins. There are countless help desk tools out there like helpshift,
zendesk, Mail Dealer (for Japan), and brightcove (for Korea).
2.Customer support is more than just the answer
When providing customer support you’re not just aiming to answer their questions, you want to find a way to keep them satisfied enough with how you responded to keep playing your game. Make sure the way you answer is how the player wants to be talked to. Some countries want a more informal answer, as if talking to a colleague, and some countries prefer formal answers.
3. Customer support is done faster with FAQs
Because free-to-play mobile games update often, your customer support team also has to adapt by constantly updating your game’s FAQ, to save you the time of answering questions that can be found in the FAQ.
4. Customer support is expected to be fast and accurate
Most players will expect you to answer their questions within 24 hours. With thousands of mobile games competing for attention, make sure you don’t lose your players’ attention by taking too long to solve their issues.
5. Customer support teams need to be friends with your QA team
Player inquiries need not be dead info once you’ve solved them. Your customer support team should have an easy and fast way to communicate findings about issues to your QA team.
So there you have it, just 5 little things that can help you operate customer support for your free to play mobile game. If you want to learn about not just doing customer support and doing customer support specially for China, Japan, and Korea, download our White Paper on customer support for mobile games and social media usage in China, Japan, and Korea.
Image from https://www.flickr.com/photos/wufoo/5881530645/, used under Creative Commons License.
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