Among all support operations, Customer Support impacts retention the most directly, and GameOps recognizes each interaction as the opportunity to strengthen relationships with your customer, and leave a lasting impression of great service; or as the final the opportunity to turn around players that are possibly already halfway out the door.
The effective categorization and filtering of Customer Concerns ensures that all cases reach their respective solutions as quickly and efficiently as possible. GameOps classifies cases by Customer expectations, and the general nature of the solutions or actions that are required to resolve a concern.
Case Management focuses on resolving Inquiries and Reports on first contact, while filtering and preparing Requests for processing. The most important aspect of Case Management, apart from filtering, is the diligent maintenance of information, and the clarity and ease of access to that information.
Customers generally expect that Requests require a processing period, but it is important to already set expectations during the Case Management stage, on time and outcome, based on existing policies and procedures. Requests are then coursed through the processing procedures for the predefined types of cases. Case Processing focuses on the proper verification of information and efficiency in processing and update procedures.
Game Moderators are the base manpower used to get operational support tasks done. From performance inspection and policy enforcement, to augmenting your Community Management and Customer Support efforts, Game Moderators will get the job done. But like any work force, their tasks and duties need to be strategically planned and well coordinated to get the best results.
Depending on the profile, each Operations Team has an equivalent capacity in Total Hours of Support. The capacity is a product of the Time of Operations, Hours of Support, and Number of Seats in each shift. This resource is used to allocate the different Duties and Tasks that are performed by each team.
Processes and Procedures
Every Duty or Task has a corresponding requirement in order to be performed, such as Tools & Applications, Time, and Manpower. Once these requirements are available, Duties and Tasks are executed according to a predetermined plan, and actual performance results are reviewed and analyzed to produce reports on measurable results.
Monetizing Communities has become the final and most important aspect of publishing Online Games. Before, Acquisition, Retention, and Development were enough to generate revenue. But in the advent of free play and micro-transactions, publishers may succeed in all those elements, having huge communities and great content, and still find their revenue streams lacking.
Retention and Loyalty
Cost control and revenue are always the bottom line. Successful acquisition efforts are just ineffective costs if you cannot retain the players you acquire, or generate revenue by monetizing a community.
Offering customers value beyond what games as products can provide, such as great overall experience, will strengthen communities and increase loyalty to your game. Loyal and well supported communities are more open to spending, making revenue generating programs more effective.
Analysis & Planning
Even loyal players and strong communities don’t automatically spend on your game. Customers must be given a reason, and then be compelled to spend. Programs and activities must be custom made for each game and community, and the comprehensive research and analysis of community behavior is vital to formulating successful revenue generating activities.
Having an item mall, premium subscriptions, or promotions and activities, doesn’t guarantee revenue. In an industry with so many great products to play for free, no Publisher can afford to fire and forget, and expect the revenue needed to just roll in.
Effective Monetization is about compelling players to spend, through strategic combinations of all the factors that encourage consumer spending.
From major content releases, regular patches, to simple feature checks, Quality Assurance is a large part of what live operations does. GameOps Inc. performs a wide range of QA for different platforms and genres of games, from PC to mobile.
Half-baked Testing Plans usually result in delays. Proper planning and preparation is necessary to conduct testing in an organized fashion, which in turn ensures efficient Quality Assurance Testing and adherence to allocated timelines.
A Game without proper QA is vulnerable to abuse and negative feedback. To maximize a Game or Expansion’s probability of success, the product must meet or surpass certain quality markers and undergo meticulous testing before being released to the market.
Bugs come in many shapes and sizes. Once bugs have been discovered, it is important to process them systematically. Documenting bugs according to category and severity allows the prioritization of critical bugs that seriously affect or interrupt gameplay.
GameOps Inc. values being organized.
Every Task to be performed by the Support Team is comprehensively documented in its own Task Process Document. Definitively clarifying every aspect of every process and procedure, in order to eliminate any confusion that may adversely affect support operations