{"id":366,"date":"2022-04-04T14:49:16","date_gmt":"2022-04-04T21:49:16","guid":{"rendered":"https:\/\/www.helpshift.com\/?post_type=customer&#038;p=366"},"modified":"2022-08-04T13:16:08","modified_gmt":"2022-08-04T20:16:08","slug":"next-games","status":"publish","type":"customer","link":"https:\/\/www.helpshift.com\/customer\/next-games\/","title":{"rendered":"Next Games"},"content":{"rendered":"<style>#kt-layout-id_c40e97-02{margin-bottom:75px;}#kt-layout-id_c40e97-02 > .kt-row-column-wrap{align-content:center;}:where(#kt-layout-id_c40e97-02 > .kt-row-column-wrap) > .wp-block-kadence-column{justify-content:center;}#kt-layout-id_c40e97-02 > .kt-row-column-wrap{column-gap:var(--global-kb-gap-md, 2rem);row-gap:var(--global-kb-gap-md, 2rem);max-width:var( --global-content-width, 1290px );padding-left:var(--global-content-edge-padding);padding-right:var(--global-content-edge-padding);padding-top:var( --global-kb-row-default-top, 25px );padding-bottom:var( --global-kb-row-default-bottom, 25px );padding-top:100px;padding-bottom:100px;grid-template-columns:minmax(0, calc(25% - ((var(--global-kb-gap-md, 2rem) * 1 )\/2))) minmax(0, calc(75% - ((var(--global-kb-gap-md, 2rem) * 1 )\/2)));}#kt-layout-id_c40e97-02 > .kt-row-layout-overlay{opacity:0.30;}@media all and (max-width: 1024px){#kt-layout-id_c40e97-02 > .kt-row-column-wrap{grid-template-columns:repeat(2, minmax(0, 1fr));}}@media all and (max-width: 767px){#kt-layout-id_c40e97-02 > .kt-row-column-wrap{padding-top:75px;padding-bottom:75px;grid-template-columns:minmax(0, 1fr);}}<\/style>\n<div class=\"wp-block-kadence-rowlayout alignfull\"><div id=\"kt-layout-id_c40e97-02\" class=\"kt-row-layout-inner kt-row-has-bg kt-layout-id_c40e97-02 has-theme-palette-8-background-color\"><div class=\"kt-row-column-wrap kt-has-2-columns kt-gutter-default kt-v-gutter-default kt-row-valign-middle kt-row-layout-equal kt-tab-layout-inherit kt-m-colapse-left-to-right kt-mobile-layout-row  kt-custom-first-width-25  kt-custom-second-width-75 kb-theme-content-width\"><style>.kadence-column_e0cc44-0c > .kt-inside-inner-col{border-top-width:0px;border-right-width:0px;border-bottom-width:0px;border-left-width:0px;}.kadence-column_e0cc44-0c > .kt-inside-inner-col,.kadence-column_e0cc44-0c > .kt-inside-inner-col:before{border-top-left-radius:0px;border-top-right-radius:0px;border-bottom-right-radius:0px;border-bottom-left-radius:0px;}.kadence-column_e0cc44-0c > .kt-inside-inner-col{column-gap:var(--global-kb-gap-sm, 1rem);}.kadence-column_e0cc44-0c > .kt-inside-inner-col{flex-direction:column;}.kadence-column_e0cc44-0c > .kt-inside-inner-col > .aligncenter{width:100%;}.kadence-column_e0cc44-0c > .kt-inside-inner-col:before{opacity:0.3;}.kadence-column_e0cc44-0c{position:relative;}@media all and (max-width: 1024px){.kadence-column_e0cc44-0c > .kt-inside-inner-col{flex-direction:column;}}@media all and (max-width: 767px){.kadence-column_e0cc44-0c > .kt-inside-inner-col{flex-direction:column;}}<\/style>\n<div class=\"wp-block-kadence-column inner-column-1 kadence-column_e0cc44-0c\"><div class=\"kt-inside-inner-col\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/next_games_logo-1.jpg\" alt=\"\" class=\"wp-image-19850\" width=\"225\" srcset=\"https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/next_games_logo-1.jpg 825w, https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/next_games_logo-1-300x57.jpg 300w, https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/next_games_logo-1-768x147.jpg 768w\" sizes=\"(max-width: 825px) 100vw, 825px\" \/><\/figure><\/div><\/div><\/div>\n\n\n<style>.kadence-column_370f8c-48 > .kt-inside-inner-col{border-top-width:0px;border-right-width:0px;border-bottom-width:0px;border-left-width:0px;}.kadence-column_370f8c-48 > .kt-inside-inner-col,.kadence-column_370f8c-48 > .kt-inside-inner-col:before{border-top-left-radius:0px;border-top-right-radius:0px;border-bottom-right-radius:0px;border-bottom-left-radius:0px;}.kadence-column_370f8c-48 > .kt-inside-inner-col{column-gap:var(--global-kb-gap-sm, 1rem);}.kadence-column_370f8c-48 > .kt-inside-inner-col{flex-direction:column;}.kadence-column_370f8c-48 > .kt-inside-inner-col > .aligncenter{width:100%;}.kadence-column_370f8c-48 > .kt-inside-inner-col:before{opacity:0.3;}.kadence-column_370f8c-48{position:relative;}@media all and (max-width: 1024px){.kadence-column_370f8c-48 > .kt-inside-inner-col{flex-direction:column;}}@media all and (max-width: 767px){.kadence-column_370f8c-48 > .kt-inside-inner-col{flex-direction:column;}}<\/style>\n<div class=\"wp-block-kadence-column inner-column-2 kadence-column_370f8c-48\"><div class=\"kt-inside-inner-col\"><style>.wp-block-kadence-advancedheading.kt-adv-heading_e391d8-82, .wp-block-kadence-advancedheading.kt-adv-heading_e391d8-82[data-kb-block=\"kb-adv-heading_e391d8-82\"]{line-height:1.25em;font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading_e391d8-82 mark, .wp-block-kadence-advancedheading.kt-adv-heading_e391d8-82[data-kb-block=\"kb-adv-heading_e391d8-82\"] mark{font-style:normal;color:#f76a0c;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}<\/style>\n<h1 class=\"kt-adv-heading_e391d8-82 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading_e391d8-82\">How Next Games Translates \u2018Player-Focused\u2019 Philosophy into Tangible Customer Loyalty<\/h1>\n<\/div><\/div>\n<\/div><\/div><\/div>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"How Next Games Benefits from Helpshift&#039;s AI-Powered Customer Service\" width=\"720\" height=\"405\" src=\"https:\/\/www.youtube.com\/embed\/ReHYb3kgJNg?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Being \u2018Player-Focused\u2019 Is Easier Said Than Done<\/h3>\n\n\n\n<p>If asked, most gaming companies would probably say that they are player-focused: always putting their players first. It\u2019s obvious that maintaining a healthy player-base is a crucial, if not the most important component to the viability and longevity of a game.<\/p>\n\n\n\n<p>That\u2019s because the average app today loses 77 percent of its daily active users (DAUs) within the first three days. That\u2019s a massive hurdle for gaming companies to overcome, and while most understand that player retention is important, many companies just talk the talk: very few walk the walk.<\/p>\n\n\n\n<p>The team behind&nbsp;<a href=\"http:\/\/www.nextgames.com\/games\/\" target=\"_blank\" rel=\"noreferrer noopener\">The Walking Dead No Man\u2019s Land<\/a>, the official game of AMC\u2019s The Walking Dead, is the exception.<\/p>\n\n\n\n<p><a href=\"http:\/\/www.nextgames.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Next Games&nbsp;<\/a>knows that being player-focused isn\u2019t easy. It requires a thoughtful, personalized approach\u2014it can\u2019t just be a stated company value, but needs to be built into every level of a company\u2019s philosophy and culture.\u201cHaving a really tight and personal connection, I think this is what creates loyalty, what creates trust, what makes people believe in what you are eventually selling them,\u201d says Next Games\u2019 Player Support Manager Pascal Debroek.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Ingraining Support Education Provides Superior Player Experience<\/h3>\n\n\n\n<p>In order to achieve this personal connection with players, Debroek has emphasized the importance of player experience along with the Helpshift support tools necessary to optimize it. In fact, the company trains everyone to have the mindset of a support agent through the revered \u201cPlayer Support Bootcamp.\u201d Next Games CEO Teemu Huuhtanen regularly praises the bootcamp, and is a proud early graduate himself.<\/p>\n\n\n\n<p>Every employee must complete this program, in which the Player Support team educates team members about the product and clientele not just by going over procedures, tools, and KPI\u2019s, but by taking a deep dive into the characteristics of players, thus learning how to engage with them and how to cater to their different personalities.<\/p>\n\n\n\n<p>This player-centric education resonates across the board, even with developers.<\/p>\n\n\n\n<p>\u201cWe have had actual developers who graduated from the program come into the Player Support room on update day and say, \u2018I\u2019m not assigned to do anything time-sensitive right now, do you guys need a hand? I can help out,\u2019\u201d Debroek comments. The developers want to know first-hand how players are reacting to the update and what is being said. \u201cThat is something very, very powerful: that innate curiosity that people have gotten because of bootcamp.\u201d<\/p>\n\n\n\n<p>All employees learn how to use Helpshift tools, like in-app messaging and SDK-collected player data, in order to personalize the experience. \u201cAs a Player Support agent I want to be able to do more than answer a player. I want to be able to tag that message, I want to get metrics out of that message, I want to understand what this player did in the game before he contacted me or how long this player has been playing around in the game,\u201d says Debroek.<\/p>\n\n\n\n<p>Debroek is indeed able to see that rich data about the players and show employees how to personalize communication accordingly, and for the support team specifically, Helpshift\u2019s partnership with Microsoft Power BI provides a complete view of the team\u2019s efficiency as a whole. For example, Debroek can see that the game\u2019s Player Support setup has a 95 percent deflection rate thanks to in-game FAQs. This keeps operating costs down because so many players are able to self-serve and answer their own questions, allowing the support team more time to focus on prioritizing and resolving more complex questions.<\/p>\n\n\n\n<p>\u201cThis allows us to run our small Player Support team efficiently and has a positive effect on the players\u2019 moods. Obviously they\u2019d rather play than having to wait on an answer from a support agent,\u201d adds Debroek.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Collaboration Combined With Data Makes An Impact<\/h3>\n\n\n\n<p>Debroek\u2019s team immensely values transparency and uses Power BI to create a healthy, collaborative atmosphere amongst team members. Metrics<br>are publicly displayed in the office, so individual support agents can gauge how they are doing compared to their colleagues. They can see who is excelling, and work with those employees so that everyone can improve together.<\/p>\n\n\n\n<p>Whenever there is a KPI that seems to be lagging, the team notices quickly because they are constantly monitoring the metrics. They\u2019ll start discussing underlying issues and quickly find a solution together. \u201cEveryone starts talking to each other asking what could have caused this, is there anything we missed, is there anything we can do in order to actually improve this,\u201d says Debroek. \u201cBecause our agents are empowered, it doesn\u2019t take long before that KPI starts changing.\u201d<\/p>\n\n\n\n<p>Debroek\u2019s team works with Stop Light KPI\u2019s as the basis for its KPI methodology. Based on industry standards, the team always strives for yellow (superb service) and green (support excellence) as much as possible. When there is a KPI that dips into the red zone, that\u2019s a \u2018red flag\u2019 and is immediately investigated.<\/p>\n\n\n\n<p>The Next Games\u2019 philosophy is also quite holistic when it comes to the types of metrics that team members focus on. Instead of just tracking KPI\u2019s such as volume per agent and average handling time per issue (like most help desks), the Next Games support team also tracks acceptance, reopen, and first contact resolution rates to really tell the full customer story.<\/p>\n\n\n\n<p>This in turn also helps with the agents\u2019 individual scores. By keeping tabs on the right metrics, and likewise increasing efficiency across the Player Support team as a whole, provides for higher team-wide CSAT (customer satisfaction) ratings as well.<\/p>\n\n\n\n<p>\u201cI really do believe Helpshift allows our Player Support operations to be more efficient and keep our CSAT high. By keeping players in the game while their questions are answered by a professional, we manage to engage better with them,\u201d says Debroek. \u201cThis leads to increased retention and decreased churn, with increased spend as a result.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"<p>How Next Games translates \u2018Player-Focused\u2019 philosophy into tangible customer loyalty<\/p>\n","protected":false},"author":2,"featured_media":367,"menu_order":0,"comment_status":"open","ping_status":"open","template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":"","_links_to":"","_links_to_target":""},"industry":[7],"acf":[],"taxonomy_info":{"industry":[{"value":7,"label":"Gaming \/ Entertainment"}]},"featured_image_src_large":["https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/next_games_logo.jpg",825,158,false],"author_info":{"display_name":"Brandan","author_link":"https:\/\/www.helpshift.com\/author\/brandond\/"},"comment_info":0,"_links":{"self":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/customer\/366"}],"collection":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/customer"}],"about":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/types\/customer"}],"author":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/comments?post=366"}],"version-history":[{"count":0,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/customer\/366\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media\/367"}],"wp:attachment":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media?parent=366"}],"wp:term":[{"taxonomy":"industry","embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/industry?post=366"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}