As part of Pocket Gamer Connects Helsinki 2016, Philippe Desgranges and Nicolas Godement-Berline, CEO and COO of Mana Cube, gave a talk on how to delight your players with amazing customer service.
"It's not just answering tickets," said Godement-Berline, saying that it's also about speaking to players one-to-one on the phone, sending out surveys and keeping that interaction.
"We make the most engaging products in the world, but we don't really seem to pay much attention to our customers," he added, continuing on to say that in 2014 the only game company considered to have strong customer service in the US was Activision.
In terms of best practices, Godement-Berline recommends responding quickly to emails, having everyone in the company work in customer service and being personal with the players.
You can see all our videos from Pocket Gamer Connects Helsinki 2016 in this YouTube playlist.