A Guide to Building Killer Player Support Operations

  1. CRM software that suits the needs of your audience and your PS team
  2. a PS administration portal to manipulate player profile data
  3. a full analytics overview and KPI dashboards
  4. a PS Playbook that contains guidelines, policies and describes your voice
  5. a public localised knowledge base with FAQs
  6. Automations and/or Bots to help you with menial tasks
  7. a closed player feedback loop

1) CRM Software

  • Ease-of-use by the end-user (both player and PS specialist)
  • Ease-of-integration and customisation
  • A fit for your need and that of your audience

2) A PS Administration Portal

  • Search for player profiles
  • Adjust basic player profile data
  • Recover player profiles
  • Gift in-game resources
Image by Brandon Serna Correa from Pixabay

3) Analytics and KPI Dashboards

  • Contact rate
  • Time to first reply
  • Resolution time
  • Player satisfaction

4) A PS Playbook (guidelines, policies, voice)

  • Privacy Policies
  • Service Standards
  • Code of Conduct
  • Reimbursement Policies
  • Receiving player feedback
  • Bug reports
  • Account recovery
  • Reimbursement requests
  • How do you write dates or quantities?
  • How do you use punctuation and capitalisation of words?
  • Do you sound casual? Or formal?
  • Is there room for humour?
Image by Mario Aranda from Pixabay

5) A localised Knowledge Base with FAQs

  • Answer the right questions
  • Are clear, concise and straightforward
  • Are always up-to-date
  • Are categorised

6) Automations and Bots

  • Auto-responders
  • Requesting information
  • Routing to queues
  • Sending reminders
  • Name change-requests
  • Refund requests
  • Game log requests
  • Lost item claims

7) A closed Player Feedback Loop

  • Do not over-promise or under-deliver
  • Be as transparent as possible
  • Consolidate information
  • Always follow-up



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