how to turn unhappy users to loyal players | ricardas jascemskas

How to Turn Unhappy Users to Loyal Players

Ricardas JascemskasCommunications Manager

Nordcurrent

Nordcurrent

» Lithuania, 2002» Vilnius & Warsaw» Partners in Europe» Cooking Fever

Happy Users?

» Technical Issues» Gameplay Situations» Need of Attention» Abusive Cases» Extra Steps» Social Media

Technical Issues

» First Complainta game bug b device issue

» More Information

» Screenshot/Video

» Solution

» Result

2.8 f/min

» Gift

Gameplay Situations

» Stuck in Play

» Missing Items

Attention Seekers

» People Want to Talk...

» Nice Conversations & Ideas

» ... And Talk... » ... And Talk More

Abuse Cases

» Fake Accounts

» Fake Compensations

Extra Steps

» In-game Gifts» Other Games (with gifts)» Get Back With Solutions» Inform About Updates» Unexpected, Personal Offers

Social Media

» Public Solutions» Forward to Support» Reply with News» Evaluate Time

33% in 30 min53% in 60 min73% same day

Lithium Technologies survey, 2015

What Works Well

» Unified Support and QA team» Clear Rules and Procedures» Improving Response Process» Identifying Problems with Players» Giving Extra Value for Help» Monitoring Social Channels

Thanks!Any questions?

richard@nordcurrent.com