4 Useful Tips on Providing Tech Support to Premium Players

Most free-to-play game developers live off the money which players spend in their in-game stores. The percentage of payers is not that high, that’s why their qualified support is very important.

Who are paying users and how they are different

Premium players are all those people who have made at least one purchase in your game. They liked the app, they became very engaged, they want more of it and that’s why they spent their money on it. But in return, they want to enjoy it without a hitch, and if a problem arises, they want it to be solved as soon as possible. That’s why their behavior may be a bit different from the non-paying players:

  • They feel free to contact support and they do it more often. Paying users may even like the work of a specific support agent who once helped them with a difficult problem or just was very polite, and they may agree to work only with that agent.

How to interact with paying users?

Based on the experience of our support team and on paying users’ demands listed above, here I’ve made a list of tips on how to interact with them.

  1. Assign specific agents to handle requests from paying users
    If you have a fairly large request volume, it is better to allocate all paying users to agents, who have extensive tech support experience. In this situation the VIPs will get the support of the best possible quality and, in the meantime, every agent will work with a certain group of users and will better understand their demands.

Follow my advice on providing quality support to your premium users and they will pay you back with their loyalty and money!

Analyst at www.devtodev.com. Everything you need to know about analyzing and improving games.

Analyst at www.devtodev.com. Everything you need to know about analyzing and improving games.