Support Your Publishing Platform

Customer Support is your army of soldiers on the front line.  They interact with your players day in and day out, and will know what issues are bothering players the most.

A lot of people look for a golden rule in terms of how many support team members you should have for every X number of players in your game.  The truth of the matter is that it’s different from game to game, there is no golden rule.

It’s important to have enough resources to handle sudden influxes of support, while at the same time, not be so stacked that a majority of your staff is twiddling their thumbs when tickets/requests are low in volume.

Managing these resources properly involves a lot of structure, processes, and tools.  Make sure that you have all three in place in order to save budget, maintain efficiency, but still be ready to meet the needs of your user base.