Streaming Support and Moderation

Concept

The platform is an open, modular set of online services for game development, giving creators freedom to distribute across all platforms and giving their players access to all friends.

Requirement

A recently acquired video game livestreaming platform needed new features and integration into the partner's own gaming systems. They wanted a delivery team to build out and manage a customer support function against growing support and moderation demand. The team would start fully remote with the intent to move into a dedicated delivery center.

Approach

Workshops with the partner's leadership established the full set of requirements, and the resulting support service center solution was shaped to match their core values.

Over four years the team scaled to 42 agents whose skill sets covered tier 1 and tier 2 technical support, customer support, platform moderation, and dashboard development in Power BI.

Delivery scope

• Content moderation
• Player support
• Player analytics
• Tier 1 and tier 2 technical support
• Customer support
• Demand planning and scheduling
• Wellness programs
• Training protocols
• Knowledge base articles
• Platform moderation
• Power BI visualization
• SQL Server development

Results

• CSAT +40%
• Attrition under 10%
• Volume ingestion 200%
• Time to kickoff under 3 weeks
• Time to produce under 3 weeks
• Budget variance −14%