Having recently surpassed 41 million players worldwide, sports-action hit Rocket League is on a roll and not slowing down anytime soon. For a game with such a player base and momentum in fostering a worldwide community of fans, building a solid player support structure is paramount.
To answer players’ questions, resolve technical issues, and help players get back into the game as quickly as possible when something goes wrong, Psyonix works with 5CA to provide player support via e-mail, social media, and self-service. As Rocket League continues to grow, so does the player support operation. Psyonix and 5CA work together to provide a player support experience that’s efficient while delivering top-notch support to all players. We spoke with Kyle Lemmon (Marketing Manager) and Franko Fonseca (Customer Support Manager) about their experiences working with 5CA.
Psyonix is the San Diego based developer and publisher best known for the ever-growing sports-action hit that is Rocket League. Rocket League recently surpassed 41 million players and is still growing.
“Our primary goal for player support was to keep our team size small in studio while still engaging with our ever-growing community on a global scale. Setting up a fully-fledged team would also provide essential data after updates when searching for bugs or other issues, which we needed.
Another primary goal was to set up an international support website for future knowledge base articles and agents that knew the game inside and out. We definitely wanted a team that was passionate and knowledgeable, but also considerate with how questions were quickly resolved.
We received thousands of support emails prior to working with 5CA and it was impossible to track or report them to the executive team. It was a mountain of important messages that we just couldn’t climb without a change in our process and strong leadership both internally and externally.”
To meet the needs of a continuously growing player base, Psyonix and 5CA collaborate on various initiatives to efficiently support all players without compromising on the player experience and customer satisfaction. One of those key initiatives was building a self-service help center for players to find answers to the most frequently asked questions around the game, events, and competitions.
“The most basic technical issues are definitely easy to manage through the knowledge base, but I think the most value is in the questions they can answer. We started running several in-game events last year. That was something new that was added in-game and there were a lot of questions coming in. Being able to answer those questions on the help center made it much easier for players to find the answer to their question.”
Having a solid self-service help center in place enables 5CA and Psyonix to rely on it to answer frequently asked questions. 65% of players who visit the help center leave without having to contact support. Currently, around 25% of incoming support emails are answered automatically, pointing to helpful resources on the help center, freeing up time for support agents to handle the more complicated questions.
Using this combination of automated replies, a solid self-service help center, and efficient scaling, players now receive answers faster and customer satisfaction is at an all-time high.
To receive more feedback from players and make it easier for players to reach out to support, Psyonix and 5CA work together to streamline player support via Twitter and Facebook. Social media has grown exponentially as a support channel for Rocket League and Psyonix is receiving valuable player feedback.
“the big difference with social media support is that the resolution that you’re offering to a single player is also visible to everybody else, so we have to make sure the quality is solid and that the information can also help anybody else that has the same problem.
You also receive a different level of feedback. On social media, players will report issues that aren’t enough of an irritation to go through the player support process but these are issues that they simply want to let us know about.
The type of reporting that we’re getting from our social channel also includes a lot more on the sentiment of the player base, especially as it relates to the voice of the player. We now have samples of what players are saying about all aspects of Rocket League and the team can then go through, read about, and make decisions based on them.”
10x increase in support volume since the start of the collaboration due to continuously increasing popularity
Customer Satisfaction at an all-time-high and consistently increasing
Efficient support: 25% of emails are answered automatically
Optimized knowledge base: 65% average ticket deflection rate