GDC 2014

GDC 2014 Session Scheduler

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Export Schedule:

Building Customer Support and Loyalty

Jeremy Ehrhardt  |  Lead Tools Engineer, KIXEYE

Location: Room 3003, West Hall

Format: Session
Track: Production
Vault Recording: Video

KIXEYE relies on its players coming back day after day, week after week and, remarkably in the social space, year after year. To maintain this kind of loyalty among our player base, CS agents needed the power to understand an individual player's gameplay experience, see their interactions with other players, and fix anything that gets in the way of players having fun. Jeremy will present postmortems from a customer support software perspective for three of KIXEYE's games: Battle Pirates, War Commander and VEGA Conflict. Our customer support software is called Monocle, and you'll learn about the architecture, our agile approach to rapid development, reliability lessons we've learned in production, and how you can build your own Monocle using free, open source components.


Attendees will learn how and why KIXEYE built its customer support system as a web app, the challenges and rewards of building a uniform support API across multiple games, and how designing games with support scenarios in mind yields benefits across the whole product.

Intended Audience

This session is intended for tech leads, producers, product people and customer support/advocacy managers who are designing and supporting online games. Improve monetization and retention by keeping your players happy. Some knowledge of web application architecture and social gaming will be helpful.