Player Support and Moderation
ENGAGE — XBOX LIVE
Cross-platform support and moderation stood up ahead of a simultaneous nine-month release window, with a purpose-built studio space.
Concept
Constant creation of content by players across the partner's online platform and its associated studios requires live assistance to guide players.
Requirement
The partner needed an extensive moderation solution that could ramp up and down quickly, meet player quality KPIs, and adapt to player sentiment while producing actionable data for improvement and enforcement. It had to be fully functional before a simultaneous nine-month product release window.
Approach
A custom solution delivered customer support and moderation to all players regardless of platform or title. A specialist author was engaged to create and document processes for agent training as well as content writing.
A purpose-built studio location was stood up, and a launch readiness plan was provided for future releases in concert with the partner's assets.
Delivery scope
- Player support
- Player analytics
- Workforce management
- Documentation management
- Agent training
- Launch planning
- KPI reporting
- Facilities management
Results
- CSAT +40%
- Attrition under 10%
- Volume ingestion 200%
- Time to kickoff under 3 weeks
- Time to produce under 3 weeks
- Budget variance −14%
Live before a nine-month release window. CSAT up 40%.
Tell us what the production problem is
Describe the problem and we will scope the smallest useful engagement.