Panel: LiveOps and Support Strategies to Shape the Future of Your Games.
summary
Companies describe concrete moves: migrating to Helpshift to stop email workflows, adding machine translation and bots, and running A/B tests that show ~0.5 point CSAT uplift for translated tickets. Automation deflects about 12% of workload, emails drop roughly tenfold to ~10% of incoming contacts, and simpler queries route to bots so agents spend more time on complex cases, which raises full-resolution time but improves satisfaction. Embedded support roles feed ticket trends and player surveys directly into live ops and monetization decisions.
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chapters (11)
- 0:00LiveOps and support intro
- 1:24Defining LiveOps evolution
- 5:34Supercell’s LiveOps strategies
- 8:22Support’s role at Cyber
- 10:28Support tools and AI
- 16:03Machine translation in support
- 22:17Key metrics for games
- 25:05Challenges in web and platforms
- 28:57Feedback in product dev
- 31:04Regulatory impact on LiveOps
- 33:04Closing and Q&A
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