“Customer Care”: Increasing User Loyalty in Cloud Gaming

  • Monitors for users whose play time has decreased
  • Communicates with users and solves problems
  • Sends the user feedback to product-managers
  1. Use your own product. Your team should have a clear understanding of the product and its user experience.
  2. Stick to informal writing. Keep it reasonable, but be approachable. Same corporate language responses and bots are stressing people out.
  3. Act proactively. Think about monitoring the uptime and performance of your products online. Preventing issues is way easier than dealing with the consequences. And if something does go wrong, it helps if you offer compensation to all the users who got affected, even if they did not contact the support team.

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