How customer support can boost your game performance
summary
SUITSME is a fashion mobile game with ~2M lifetime installs and ~50k daily players; support starts as a copywriter task but becomes full-time before big scale — hire when monthly installs rise from tens of thousands to hundreds of thousands. Uses SQL, Amplitude + Google BigQuery and Jira for investigations. Adds auto‑attached account confirmation and session logs (saves hours per case), creates multilingual templates, prioritizes payments/accounts, and learns the hard way that moving the contact button can generate 16,000 emails in two weeks. Plans automation with Zocodesk.
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chapters (12)
- 0:00Customer support in gaming
- 1:48Hiring a support manager
- 3:13Scaling support before launch
- 4:35Support tools for managers
- 5:39Cross-team communication
- 7:21Support workflow structure
- 9:49Analyzing player feedback
- 11:35Prioritizing daily tasks
- 13:19Handling angry players
- 15:28Avoiding support button overuse
- 16:34Future automation plans
- 17:35Q&A
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