Player Inquiries Increase by 348% During In-game Events

 

customer support, iphone games, android games, email support, email customer support, social games, mobile games, social mobile game

In our earlier article, we explained that “Live operation” helps maintain user retention rate and increases player interest. We also gave you examples of “live events” that many mobile game developers adopt.

In this article, I will show you the results of our research on the difference of players’ reaction when they play a game during an event and during normal circumstances.

Assessment of players’ reaction for top ranking games

We researched 3 different games in the U.S. market that had good-ranking and checked their player inquiries.

Research target:

  • A)

App Game genre: Card game
Highest rank: Top 1 on free game category on US iPhone apple store

  • B)

App Game genre: Puzzle game
Highest rank: Top 9 on grossing ranking on US iPhone apple store

  • C)

App Game genre: Card game
Highest rank: Top 1 on grossing ranking on US Google Play

348% – 603% increase in the number of inquiries before & during event

We checked the number of inquiries that they receive before and during event and here is the result for each game.

customer support, iphone games, android games, email support, email customer support, social games, mobile games, social mobile game

customer support, iphone games, android games, email support, email customer support, social games, mobile games, social mobile game

customer support, iphone games, android games, email support, email customer support, social games, mobile games, social mobile game

As you can see, each game received more inquiries during the event. The number varies depending on how complicated the event is, the bugs they encounter, or what have you. Nevertheless, players tend to be very active when they join an event, thus requiring a quick support system so they could progress further in the game.

Expect to receive around 2000 inquiries in for every event

It’s completely understandable to receive many inquiries during an event because it’s something unfamiliar for players. Each event is unique and may or may not disorient players of the game. Other causes could be glitches in the system since each event is an additional integration to the game. (It was not developed when the game was first rolled-out.)

Knowing this, what kind of questions do players usually ask? We assessed the same 3 games and categorized the inquiries they received.

 

customer support, iphone games, android games, email support, email customer support, social games, mobile games, social mobile game

From the data, we find that it still depends on the game and event itself. As you can see, events really have a huge impact on the players’ activity in the game and how much inquiries they send. You can use this as a good opportunity to interact with them and leave a good impression.

 

game development, ios game development, android game development, player retention, customer retention strategies, game dev, mobile games, social games

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