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Video: The power of customer support for F2P gaming success

Simon Hade on listening to complaints
Video: The power of customer support for F2P gaming success

At Pocket Gamer Connects Helsinki 2015, Space Ape Games' COO Simon Hade spoke about how the company had moved from a startup to an 100-person studio in terms of its data.

Initially, we only built what we needed, but we made sure that we kept all the source data so that it could be used retrospectively as proper data engineers came onboard, he said.

Other good advice is to ensure your data is available for everyone in the company to use, and don't be afraid to use the expertise of outsourcers, especially at the start of a project when you don't have much inhouse experience.

Customer satisfaction 

However, despite the importance of this data wrangling, Hade said that the most important feature of its debute title Samuari Siege was the feedback button.

"In the early stages of the game, we could attribute around 20% of our revenues to players who had had a good experience with the company via feedback," Hade said, highlighting the power of word-of-mouth marketing.

Space Ape combined its deep approach to data with its customer relations management to prioritise communications with the most valuable players.


You can see all our speaker videos from Pocket Gamer Connects Helsinki 2015 on our YouTube Playlist.