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Customer support? (Forums : Suggestions : Customer support?) Locked
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May 23 2013 Anchor

I need ideas regarding customer support. What are your thoughts on good customer support for games? Is it necessary, and should it be outsourced? I mean, there are pros and cons to outsourcing like time, budget, proprietary information, and what have you.

Care to share your thoughts on this?

May 23 2013 Anchor

Customer support is important. Just look at all the forums. Some people have always problems. And by "some" I mean a lot.

Outsourcing is something I personally don't like, since it is a disconnection between the creators and the consumers. It's a problematic thing though, since developers are busy developing. However, they are also the ones with the most knowledge and thus could provide the best support.

In a perfect world, the customer support would be part of the studio and thus also work there.

Don't forget that customer-support works both ways. It's always sad to see when the developers don't notice problems or do so after a longer time. Customer support also is a form of feedback. An important form. One that helps you improve both your product and your image.


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May 27 2013 Anchor

I see your point about how there will always be problems, especially with complicated games. From what I noticed, many developers (particularly small companies) allocate a small team in-house to handle the customer support for their games. But sometimes this becomes a problem when their team cannot handle all the emails that their games receive. We end up receiving bad or delayed replies.

Jun 2 2013 Anchor

If you are doing social or online mobile game, you will definitely need inhouse customer support and community managment. Casual players are literally spamming support tickets every day. Companies as have dozens of community managers and supporters. You can as well outsource your support, however you must be pretty sure about what are you doing. I have very bad experience with outsourcing it to traditional PR agencies. In addition, there are various customer supports marketing channels you can use, as I write here.

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