In early 2012, I was invited by the Chairman of GDC Online to present at the conference on the work that I did for BioWare on the setup of the customer service solution for the launch of the MMORPG, STAR WARS: The Old Republic. That fall, I delivered the following presentation:
|Session Name||Building a Successful Online Customer Support Program From Scratch|
|Track / Format||Customer Experience|
|Overview||One of the often forgotten and underestimated requirements for launching a game product is the amount of thought and work necessary to deliver customer support and engagement at launch. This session will provide guidelines on how to build or improve a customer support organization for any game or studio. It will include a three-point strategy on building and improving the organization, key process and guidelines for making critical decisions, and outline of the critical pieces that go into building a successful customer support solution.|
It was a great experience.
I enjoyed walking the audience through the reasoning behind our setup, strategic approach, and our successes in delivering the service in the face of 2 million IMMEDIATE customers all asking questions from the minute we turned on the service.
I took the opportunity to present at the time on behalf of StartWithCare, a new venture I took part in setting up in 2007, and have resurrected to provide support for new start-ups to Fortune 100 companies on customer contact strategy, business process outsourcing partner selection and review, brand community strategy and management, RFP execution, and CRM and support center technology selection and implementation.
A few slides from the Presentation: