make
better
games
Customer Service for Live Operations
•In-Game and Technical Support
•Topics covered:
–Why Customer Service?
–Why do Game Developers and Publishers Traditionally Fail in this Area?
–How can we do better at delivering MMOG Customer Service?
–Goals of Customer Service
–TOS, ROC, EULA, Policies
–Training and Monitoring
–Tools
–Challenges of 24x7 Operations
–Continuous Improvement
–Q&A
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