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) explored the topic and explained the actual costs associated with player support.
They shared 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.
About the speakers
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.