12th May - 13th May 2021

Optimising your investment in Player SupportDigital Event

Date: May 12th, 2021

Time: 3pm BST

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About this event

Quality support is a fundamental requirement for great player experiences, although customer care teams are often surprised by costs associated with player retention.

During our upcoming webinar, industry veterans Peter Gerson (Senior Manager of Player Solutions, Keywords Studios) and Carlo Beckman (Player Support Solutions Manager, Keywords Studios) will explore the topic and explain the actual costs associated with player support.

They will share first-hand insights on how to ensure buy-in from key decision makers and stakeholders in your organisation so that there are adequate resources dedicated to keeping your players happy and engaged.

Why you should attend

This free webinar is ideal for independent start-ups, small-to-medium sized developers and studios launching new games or game genres.

Join us to expand your understanding of why quality support is key to player retention and discover new frameworks to measure and justify the investment needed.

Key take-aways

  • How to balance the competing goals of managing support costs.
  • Tips on improving customer satisfaction.
  • How to protect player acquisition and retention investments.

About the speakers

Peter Gerson and Carlo Beckman of Keywords Studios
Peter Gerson & Carlo Beckman

Peter Gerson is a customer-focused solutions crafter, always working to better understand how to improve customer support and community management. His expertise includes solutions design, project design and management, data analysis and interpretation, and the implementation of customer support tools and processes. Peter is known as a driven, resourceful individual who maintains a positive, proactive attitude and wants to help others.

Carlo Beckman has more than 20 years experience in customer support and customer success, with a focus on creating employee and customer delight. Carlo’s career began with companies including VeriSign, PayPal, and Intuit, where he learned the foundations of making customers happy. Carlo also has direct experience leading community and support at various video game companies, including Cryptic Studios, Atari, Second Life and Wargaming America. Carlo is now a Global Solutions Manager at Keywords Studios.


Learn more about Keywords Player Support services.

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