"From Crisis to Fandom"
Turning leaving users into Loyal Users via communication.
Genre
Collectible RPG
Target Market
Global
(North America, SEA, KR)
Our Role
Global CS (24/7),
Community Mgmt, LiveOps
The Challenge
"Reply in 48h, User left in 1h."
CS Overload
3,000 inquiries/day
Avg Response 48h+ (Delayed)
Language Barrier
Machine translation quality
Global User Complaints
Silent Churn
Lack of communication
"Abandoned Game" Perception
The Solution
QGames revamped the operation system with keywords 'Speed' and 'Sincerity'.
24/7 Global Command Center (CS System)
3-Shift System: Seoul-Jakarta rotation for 'Sleepless CS'
Macro Optimization: 50 FAQ localized to native nuance
Fast-Track: Priority handling for payment/critical issues
GM HeroZ
Don't worry, Guardian! 🛡️ We've found your sword within 10 minutes. Check your inbox! Let's save the world again! ⚔️Community Driven LiveOps (Communication)
GM Persona: Friendly 'GM HeroZ' character building rapport
Guerrilla Events: Discord quizzes, Fan art contests
VOC Analysis & Feedback (Dev Connection)
Weekly Report: Data-driven complaints (Balance, etc.) to Devs
Update Suggestion: Applied 'Pity System' based on user feedback
Key Results
As operations changed, metrics responded immediately.
We knew how to make games, but not how to keep users. The most amazing thing after QGames took over was that the dev team could focus only on development. Seeing user anger turn into cheers taught us the importance of operations.