For games studios and publishers
Launch day, and everything either side of it.
Your game has people who care about it, before it’s out and long after. They want to hear from the studio that made it.
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What we do
There are players to answer, a community to look after, creators to work with and bugs to write up. Every release brings more of it.
Which parts we take on is up to you
It could be your player support. It could be your Discord, your forums and your store reviews. It could be your creator programme, with applications checked and keys sent. Or, for an online game, the reports players file and their ban appeals.
We can also set up and plan
If you need it, we can set up what the work runs on, for instance your helpdesk, your reporting, or your processes mapped out end to end, improved and written down. And we can work with you to plan how your operations should run, now or in the future.
Who gets in touch, and why.
A studio hears from the people who play its game, the people who talk about it and the people who make videos of it. Each wants something different.
Players
At any hour, and most of all after a release
- Can’t log in, or the game won’t start
- A new phone or console, and the progress hasn’t followed
- Paid for something, and it never appeared
- A code that won’t redeem
- A refund, for the game or for something in it
- Appealing a ban, in an online game
Your community
In your Discord, on your forums and on the store pages
- “Is it down, or is it me?”
- When the next update is coming
- A review on the store page, good or bad
- Reporting another player, or something they’ve posted
- A bug they’ve found, often with a clip
Creators
Before a launch, and whenever there is something new to show
- Applying to join your creator programme
- Asking for a key, or for early access
- What they may show, and when
- Where to find your logos, footage and artwork
- A question about their creator code
What we’d take on.
The team can take one of these or several. It works as your studio, in the tools you give it.
- Player supportTickets from inside the game, by email and on the web, answered from your help pages and your rules. A game that won’t start or keeps crashing is worked through with the player, a step at a time. An account is handed back only after the ownership checks you’ve set.
- Purchases and refundsA missing purchase traced from the receipt and put back as your rules allow. Refund requests handled to your policy.
- Community channelsWherever your players gather, such as a Discord server, a forum or a store’s discussion pages, kept to your rules. Questions are answered from what you’ve published, and anything about an account is moved to a ticket.
- Creator programmeApplications checked against your criteria, keys and materials sent to the creators you approve, and their questions answered.
- Reports, bans and appealsFor an online game, what players report is read against your rules and the evidence you let the team see. An appeal gets a second look from someone who didn’t make the first decision.
- Bug reportsWhat players report, in a beta or after release, written up the way your developers want it, with the platform, the version and what the player was doing.
Purchases · A mobile game
“I paid for the season pass and it isn’t there”
- The store’s receipt matched to the player’s account
- Paid for, and never delivered in the game
- Pass put back, within the limits you’ve set
To you
Other players who bought during last night’s update have written in with the same. Their player IDs are with your developers.
Put right, and the pattern passed on
Beyond the tickets
And the things you hadn’t thought to ask for.
Player support may be what brought you here. These are six other things we could run, set up or plan with you.
- We set it up
How an account is proved to be someone’s
Your ownership checks written down as steps, so the answer is the same whoever picks up the ticket, and the same for anyone trying to talk their way in.
Processes and knowledge base - We set it up
What players are writing in about
Each ticket recorded by what it was really about, in enough detail to act on, so you can see what an update did to the queue.
Reporting - We run it
Reviews on the store pages
Reviews on Steam and in the app stores replied to as the studio, where a reply will help. What they keep saying is passed back to you.
Review replies - We run it
Your social channels, answered
Questions under your posts and in your messages picked up there, and moved to a ticket once an account is involved.
Social media inboxes - We run it
What players make, checked
Names, uploads and anything else players create inside the game, checked against the rules you’ve written.
Content moderation - We plan it with you
Ready before the next release
A look at how player support is organised today, and what to have in place before the next launch.
Consultancy
Busy on dates you chose
The busiest weeks are in your own calendar.
A game’s busy times follow its releases, and those dates are yours. Cover for each is planned with you ahead of the date, working back from the day it goes live. This is a made-up year for a game that is updated through the year.
Contact, week by week
An illustration
- A new season starts
- A tournament weekend
- The year’s big update
- The holidays
Out of nowhere
- The servers go down on a Saturday evening
- An update that loses some players’ progress
- A well-known streamer plays it, and thousands follow
The team behind it.
Players deal with your studio. The team behind it works to your rules, in the tools you give it.
Hired and led by us
Trained on your game and your rules before they answer a player, and coached by team leads.
How we workWhere the work runs from
One of our three locations, in the Philippines, Portugal or Ireland. The hours, the languages and the work decide which, and we settle it with you at the start.
Where we workYour players’ accounts
Each person works under their own login, with only the access the work needs. One client’s information is never visible to another client’s team.
Security and data protection
Questions, answered.
The things games studios are likely to ask first.
What kind of work can you help us with?
It could be player support, purchases and refunds, your community channels, your creator programme, reports and ban appeals for an online game, or bug reports written up for your developers. We can also set up what that work runs on, and work with you to plan how it should run. Whether that’s one part or several is up to you.
How do we get started?
With a conversation about your operation and what you need. From there, we work out together where we can help and what comes next.How we work
Is there a minimum team size?
No. It can be a single person or an enterprise-scale operation. We build the structure around the work, whatever its size.
Can you cover just evenings, weekends or the weeks around a launch?
Yes. It could be the hours your own people are offline, or the weeks around a launch or a big update, planned with you ahead of the date.
Does the team decide ban appeals and refunds, or bring them to us?
That is yours to set, and it is written down before the team starts. The team can act on everything your rules cover, appeals included. Or you can keep some decisions with your own people, bans for cheating for instance.
Will the team work in our tools?
Yes. That might be a help tool inside the game, a helpdesk, and the tool your own people use to look up a player’s account. The team works in whatever you give it. Each person needs a login or a seat of their own, which is yours to give, because we don’t work from a shared password.
How does the team learn our game? Will they play it?
Through training, before anyone answers a player. How that training happens depends on what material you already have, how soon you need people, and how much of it you want to run yourselves. Whether the team plays the game as part of it is one of the things we’d work out with you. New seasons and updates are trained in as they arrive.How we work
How do we know how it’s going?
Real pieces of work are reviewed against your process, and what the reviews find goes into each person’s coaching. You get regular reporting on how the work is going, what we’ve found and what we’re doing about it.How we work
Can one team answer tickets and moderate our community channels?
Yes. What can’t be settled in public, such as an account or a purchase, is moved to a ticket. In your Discord server or forum, each person needs a moderator’s role on an account of their own, which is yours to give.
What if the work I need help with isn’t listed here?
Tell us about it. This page covers the work games studios are most likely to need, not everything we do. If the work follows a process and happens in a queue, a community channel or your own tools, there’s a good chance we can take it on. If it isn’t one for us, we’ll say so.Tell us about your business
How much does it cost?
It depends on the kinds of work, the hours you want covered and the languages you need. We work it out with you once we understand your operation.
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