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VIP Engagement & Growth

Foster loyalty and increase retention across your VIP population through the power of our cutting-edge system, weaving together data science and the art of human interaction.

Our teams help deliver a definitive lift in VIP revenue through strategy consulting, proactive account management, relationship building, engagement and machine learning-powered insights.

VIP Programme Strategy Consulting

We provide clients with top-class consulting and best practices for their VIP engagement, retention and revenue generation strategy.

VIP Account Management

Keywords' VIP account managers build one-on-one relationships with your most valuable customers, enhancing the gameplay they already love.

  • Proactive outreach from their dedicated account manager
  • Listening sessions where game feedback is collected then disseminated to the product team for PX improvement
  • CRM and analytics training for timely outreach and task execution
  • Nurture and engagement driven by pre-churn insights
  • Conversations to understand and solve for reduction in playtime or spending

VIP Engagement & Loyalty

Foster VIP loyalty with special incentives, rewards, and timely notifications.

  • VIP-specific push notifications, in-app messaging and email nurture
  • Implement special incentives and rewards programmes

VIP Player Support

Roll out the red carpet for your VIPs with 24/7 access to experienced player support agents in any language.

  • Agents are expertly trained on your game and VIP support SLAs
  • Back-end feedback with VIP account managers
  • Instant VIP segmentation and routing upon contact with our in-house digital support platform, Helpshift 

VIP CRM, Machine Learning, & Analytics

Keywords is proudly partnering with SurgeROI to tap into the power of data science and supercharge your VIP programme. SurgeROI is a machine learning- powered VIP customer relationship platform.

Keywords’ VIP account managers are trained on the SurgeROI platform and can take swift action upon machine learning-powered insights like churn risk, propensity to pay and lapsed payments.

  • 360-degree VIP account view
  • Productivity and performance insights
  • Robust analytics dashboard
  • Executive view of VIP population health and revenue lift comparing treated (top 20% of VIPs) vs control (remaining 80%)

The Power of Partnership: Our Clients

WB Games
Take 2 Interactive
Sony interactive entertainment
Perfect World
NetEase Games
Square Enix
Bandai Namco games
Tencent games
Riot Games
Electronic Arts
Cyber Agent