Engaging Customer Service – an MMO Perspective
Speaker: Grant Wei (Director of Publishing, Cryptic Studios)
Date/Time: Wednesday (September 17, 2008) 1:30pm — 2:30pm
Location (room): Room 6
Track: Online Games - Business & Marketing
Format: 60-minute Lecture
Experience Level: All

Session Description
MMOGs require many points of interaction between customers and the publisher. MMOG customers interact directly with the publisher from the very beginning, as they register their accounts and enter their subscription information, but these actions only scratch the surface of the customer experience. The failure of any of these interactions will negatively impact the customer’s perception of the game product and the company’s image. Instead of viewing these as requirements that the provider must fulfill, we can view them as opportunities to provide a flawless and enjoyable customer experience. This session explores these opportunities drawing specifically from a customer service viewpoint from previous MMOGs.

Idea Takeaway
The session will evaluate the customer’s relationship with publishers through many channels and will also explore opportunities to maximize the value of customer service. An improved customer experience enhances loyalty to both the game and the company.

Intended Audience
Any online games developers, service operators, and publishers with an interest to improve customer experience; specifically those in the executive and department leadership roles.