Your players want the best. They want cutting-edge experiences with innovative and immersive gameplay.
They want customer support that treats them like a human and gets straight to their issue. They want to be part of well-managed communities where they feel connected with your game’s developers.
And a functioning player support service, with global capability and flexible supply, is key to this.
Player support is the practice of assisting video game players and communities, usually by or on behalf of the game developer. It can include customer service, moderation, community management and engagement via social media and other communication channels.
What we provide
At Keywords Player Support, we have the tools and the expertise to help keep your players happy, whether that’s handling support tickets efficiently or growing your communities on social media. Our Player Support services include:
Forward-looking video games developers and publishers can extend their game lifecycle and improve the value of their titles by providing better service.
And by delivering exceptional customer experiences, Keywords Studios can help to ensure your players stay happy and engaged, ultimately leading to more success for your games.
Our Player Support services can help you accelerate payback periods, enabling you to meet your success metrics and ultimately increase profitability and business growth.
Player Support services
We’ve provided player support for some of the biggest games in the world for more than 15 years, cover an expansive 50+ languages and all time zones, ensuring a service that never sleeps – just like today’s games. We can offer:
- 24-hour support for live games through tickets, emails, chat, in-game, on social or via phone
- Support at each stage of your game’s development lifecycle (pre-launch, launch, post-launch)
- Expert knowledge of the games that we support (playing your game is part of our job)
- Solutions for all project sizes, from one-hour a day to 24 hours a day, seven days a week
- Flexible solutions adapted to unpredictable ticket volumes
- Concierge solutions for VIP and high spenders
- Expert knowledge of CRM and helpdesk systems including Zendesk, Helpshift and Salesforce
To guarantee the quality of our work, we have a dedicated Quality Control (QC) department, which sets us apart from typical call centres. Our QC team oversees both recruitment tests and ongoing agent evaluations. You can request access to your agents’ progress sheets at any time.
And, as part of our commitment to data protection and privacy, our Player Support management team and 1,600+ Player Support agents are trained in the latest GDPR best practices.
Even the biggest games in the world are only as successful as their communities. At least 8% of gamers cite the community as their primary motivation for playing. But with the spread of online community platforms growing all the time, it can be a challenge to keep up.
Our dedicated community managers are true gamers and they’re backed up by former Community Managers from some of the biggest names in the industry, including Rockstar Games and PlayStation.
And if you’re looking for something different altogether, we’re flexible. Whether it’s handling Play Store reviews or spreading happy vibes in Discord Servers, Keywords Studios Player Support can provide the right solution for you.
Our moderation services can help create a safe environment for your players and a positive image for your brand. We can:
- Hide or remove inappropriate, offensive or spam user-generated content (including media)
- Mute or ban ill-behaved users, according to your community guidelines
- Gather player feedback and escalate key issues
- Comprehensive performance reports
- 24/7 emergency escalation process
- Partnership with Community Sift, an AI-powered moderation solution
Social Media Management
Our Social Media Management services can help your brand and game stand out from the crowd in today’s competitive marketplace. Our experienced team can execute a social media strategy designed to grow your community and show your game in its best light. We can offer:
- A bespoke social media campaign designed around your goals
- Access to a live content calendar so you can see work in progress
- Detailed reports with a view to optimising performance
- Access to the Keywords Art services network of creative studios
- Competitor reports
- Paid social strategy and execution
Keywords Studios has been delivering video games player support for leading titles for more than 15 years. We partner to deliver an experience that is relied upon to promote deeper customer relationships, profitability and business growth.
Learn how we can help you build trust with your players around the world.