Case Studies

Increased Monthly Revenue +30% ($90k) & Retention +30% for Iron Throne: Kingdoms in 6 Months

The reason we work with GamerSpeak is in its name already. Any developer, especially mobile game developers, should be interested to hear what users have to say about their game, what they feel about it, all kinds of users, all power levels, different backgrounds, spending levels. The voices of all these diverse players is important to know for any game developer.

GamerSpeak’s insights into our users contributes about 30% ($90,000/mo) of our revenue  and retention.

We are a Korean company, and we can guess what our North American users feel, but it’s better to hear it first hand. GamerSpeak’s community insights are very different from the insights we gather. The perspective they deliver with their sentiment reporting allows us to know what our players are really thinking and that is very important to us.

There is a huge difference between internal and external sentiment reports. When we look at sentiment we look at it through the eyes of users and developers and it’s always different in some way from the POV of a developer and user. It is important for us as developers to look at the game through the eyes of users - someone else who is not us. GamerSpeak’s reporting gives us that authentic user perspective, so we have a complete picture.

One of the biggest benefits of working with GamerSpeak is the community hub website and chat room they create and maintain for our game. The guides on the website help the players a lot and the sentiment reports GamerSpeak sends us from the chat room improve our game.

Our game design team uses GamerSpeak’s sentiment reports for certain events, game mechanics, and the interface. It saves us a lot of time on testing. For example, if we are considering some change, GamerSpeak will tell us how the community will react to that - and we might end up saying “Oh, well then we probably won’t do that” and we will save a lot of time that could have been spent on an idea. GamerSpeak bug reports also save us time because they send them very quickly and have the exact information we need, including screenshots a lot of times, that make it so we don’t have to do all the testing and searching ourselves to fix the bug.

Finally, because GamerSpeak’s work helps meet our business goals, it directly affects my personal job satisfaction and personal happiness.

Youngjun Hong

Producer, Netmarble F&C

Challenge
  • Limited knowledge of what top players are interested in. Conflicting internal opinions.
  • Unreliable quality and short-term results from third-party service providers
  • No existing strategy guides. Players are unsure how much of the game works, and are not confident with their purchases.
Result
  • Players insights that led to better game design and accounts for 15-30% ($45,000-$90,000+/mo) of Revenue  and 30% Retention
  • 2.5+ year life-cycle support with consistently high-quality results
  • 50+ strategy guides that cover all verticals of the game and are updated monthly
  • An average of 8 GamerSpeak actionable recommendations are implemented each month for an estimated savings of $12,920/month, $155,050/year in engineering and developer costs.
Time Frame
4-6 Months
Site: Iron Throne Elite
Game: Iron Throne: Kingdoms
Client: Netmarble F&C

We attribute around 15-20% ($45k-$60k/mo) of our revenue to GamerSpeak’s customer feedback loop and community insights. 

In addition to contributing to our revenue, GamerSpeak reliably delivers results, which is really important for us. Many services deliver strong performance during the first one or two months, but their quality always drops off. Games like ours are very long term with a 1-3+ year life cycle and change a lot. We need stable and high-quality results that stick because that stabilizes our revenue and ARPDAU. GamerSpeak’s insights are a significant reason we see those stable revenue and ARPDAU numbers and that is why we keep working with them.

GamerSpeak also really knows our players. We have different kinds of players - top players, middle players, and entry-level players and it’s hard to get authentic insights from all of them. The GamerSpeak reports and comments cover all of those players, especially the middle and top players. We can reliably gather information and user sentiment from GamerSpeak for our weekly, monthly, and yearly plans.

Jihyun Seo

Head of Global Business Strategy, Netmarble F&C

 

Iron Throne: Kingdoms is a 4x mobile game that has maintained steady retention and revenue in a very competitive hardcore genre. The game launched globally on June 7th, 2018.

As of August 2020, the game maintains 60,000 DAU and daily revenue of $33,000, with 15-30% of that revenue and ARPDAU attributed to GamerSpeak’s services.

Netmarble F&C (formerly “4PLAT Inc.”) came to GamerSpeak two months before they were going to launch their first 4x title, Iron Throne: Kingdoms. They were coming in late to an extremely competitive market of 4x games from the likes MZ, Funplus, Tap4Fun, and Elex.

To make sure they could get an edge on all those other games, they hired GamerSpeak one and half years before global launch to write up extensive breakdowns for all other top 4x games in the market. We highlighted the latest and greatest features from each game that monetized successfully, as well as the core elements that made the most successful 4x games fun.

Then, when the game was in soft launch, GamerSpeak recruited 15 influential VIP players from various 4x games who were interested in playing the first 3-dimensional 4x game to come on the market. The playtest lasted two weeks, with an average playtime of 40 hours per player, and included an extensive survey that covered every vertical and monetization feature in the game. Based on the recommendations of those VIPs, NM F&C implemented over 15 major changes into Iron Throne. One of the most successful implementations was the recommendation to incorporate layers of VIP customer support that were very clear to the player how they could earn it. This differentiation retained many VIP players who came from other games that were unclear about how to get high-quality customer support or didn’t offer it altogether.

Finally, as a late entrant into the genre, Netmarble F&C knew they needed a solid community to stand out amongst their peers. Their only competition that had up-to-date strategy guides and a very active third-party community was MZ (a GamerSpeak client). As such, they partnered with GamerSpeak to provide all of the same services.

Iron Throne developers were able to carve out a strong niche within the genre by being incredibly talented, creative, and fearless with their game design.

 Services Requested

  1. Detailed authentic sentiment reports
  2. Engaging strategy guides
  3. A professional community hub website 
  4. Line App community creation and management
  5. Urgent bug and urgent sentiment reporting

Solution

GamerSpeak created long-form, in-depth, and high-quality strategy guides for Iron Throne using a professionally customized WordPress site.

The key objectives for the content were:

  • Deliver accurate and filtered general sentiment from the community to all departments at Netmarble F&C
  • Deliver actionable recommendations and specific improvements to existing gameplay
  • Assist the Netmarble F&C team to proactively avoid negative sentiment by vetting new features before launch
  • Content covering general info on ALL the components of the game: all heroes, troops, gameplay styles, buildings, PVP, PvE, equipment, etc
  • Accurately teach players the value and effect of new content, to increase the pace of adoption and thus monetization

Results

Currently, Netmarble F&C attributes up to 30% of their revenue and retention of Iron Throne: Kingdoms to GamerSpeak services.

At the beginning of the project, GamerSpeak GamerSpeak launched a custom community website with 16 beginner to intermediate level strategy guides for Iron Throne: Kingdom in four weeks. Within one month, the website was generating 500 page views/day, and after 2 years the site has had over 150,000 page views.

Additionally, GamerSpeak built up a massive Line room with 500 superuser players looking to improve their game by using the latest strategies and new features. Many of those 500 are VIP players spending over $1,000/mo. At the time of this case study, GamerSpeak manages two Line rooms with 750 daily active users.

From the authentic conversation in those rooms, GamerSpeak’s team of Gamefluencers (top players in the game who help us run the community) take detailed notes of player sentiment. They often promote deep conversations on certain topics to provide maximum fidelity to the developer and to uncover actionable recommendations the developers can use to make future improvements.

At the time of this case study (April 2021), an average of 8 GamerSpeak actionable recommendations are implemented each month for an estimated savings of $12,920/month, $155,050/year in engineering and developer costs.

Conclusion

Detailed authentic sentiment reporting and high-quality recommendations from GamerSpeak meaningfully increased revenue and retention by 30%, and stabilized LTV and engagement for “Iron Throne: Kingdoms”. This was possible because of the insights from our deep understanding of Iron Throne’s player’s at all levels, and our services to create strategy guides, a community hub, and a feedback loop.

GamerSpeak can increase revenue and retention up to 30% in 6 months or less for your game. Book a consultation to get started.

 

27 GamerSpeak Actionable Superuser Feedback Reports Implemented for
Final Fantasy XV: A New Empire in 1 Month (Estimated Development & Engineering Savings of $105K)

Final Fantasy XV: A New Empire is a mobile game based on the hugely successful Final Fantasy franchise. The game launched on June 28th, 2017 globally and immediately hit #1 in many countries across the world.

The game reached a peak of $1M of daily revenue in November 2017 with 42% of players spending.

Challenge

Machine Zone came to GamerSpeak two months before they were going to launch their next MASSIVE title, Final Fantasy XV: A New Empire (FF). Due to the huge successes of Game of War (GOW) and Mobile Strike (MS), they secured one of the most valuable IPs of all time.

GamerSpeak provided the following services for Machine Zone:

  • Detailed authentic sentiment reports
  • Engaging strategy guides
  • A community hub website
  • Line App community creation and management
  • Urgent bug and urgent sentiment reporting
  • One of the lessons we learned working with MZ for two years prior was that even though two game genres are the same, the audiences can be vastly different, and want different things. We saw this with GOW and MS, which were both very similar. Therefore, Machine Zone wanted to make sure they had a deep understanding of the wants, desires, and needs of the new player base for FF.

Furthermore, it’s difficult for influencers to create socially engaging content for 4x games. MZ didn’t want to leave their community to chance.

Solution

GamerSpeak created long-form, in-depth, and beautifully-designed strategy guides for MZ using a professionally customized WordPress site.

The key objectives for player insights and strategy guides were:

  • Deliver accurate and filtered player sentiment from the community to all departments at MZ
  • Deliver actionable feedback reports and specific improvements to existing gameplay design
  • Assist the MZ team to proactively avoid negative sentiment by vetting new features before launch
    Strategy guides covering general info on ALL the components of the game: all heroes, troops, gameplay styles, buildings, PVP, PvE, equipment, etc.
  • Keep strategy guides updated weekly to account for 15 new features released each month.
  • Teach players the value and effect of new features to maximize engagement and monetization

Results

In five weeks, GamerSpeak launched a custom community website with 16 beginner to intermediate level strategy guides for Final Fantasy XV: A New Empire. Within three months, the website generated 800 unique users/day, within six months it generated 2,700 users/day and peaked a year after launch with 4,000 users/day. This was achieved with purely organic SEO the player base sharing the content with each other. After three years, the guides have organically accumulated 5.2MM page views.

Additionally, GamerSpeak built up a massive Line room with 500 superuser players looking to improve their game by using the latest strategies and new features. Many of those 500 were VIP players spending over $2,000/mo. At the time of this case study, we have three Line rooms maxed with 1,500 daily active users.

From the authentic conversation in those rooms, GamerSpeak’s team of Gamefluencers (top players in the game who help us run the community) take detailed notes of player sentiment. They often promote deep conversations on certain topics to provide maximum fidelity to the developer and to uncover actionable recommendations the developers can use to make future improvements.

At the time of this case study (April 2021), an average of 29 GamerSpeak actionable feedback reports are implemented a month for an estimated savings of $46,835/mo, $562,020/yr in engineering and developer costs. An average of 15 GamerSpeak verified bug reports are submitted a month for an estimated savings of $12,000/mo, $144,000/yr in customer service and developer costs. This is a lot more than most games because MZ runs its games at a very aggressive pace.

2020 Stats

346

Actionable Feedback Reports Implemented

(An estimated savings of $1.34MM in development and engineering costs)

 

285

Verified Urgent Bugs Reported

(An estimated savings of $225K in support, development and engineering costs)

 

Conclusion

Our detailed and authentic feedback reporting from the most active players revealed data anomalies affecting retention and revenue and resulted in an average of 15 of our actionable feedback reports a month that improved game design and mechanics to increase revenue and retention.

Having these services in place for “Final Fantasy: XV A New Empire” not only ensured a strong foundation for the game’s community but resulted in massive website visits and community engagement. GamerSpeak continues to consistently deliver high-quality results that increase revenue and stabilize retention for Final Fantasy XV: A New Empire.

GamerSpeak’s powerful feedback loop can increase revenue and retention up to 30% in 6 months or less for your game. Click here to book your consultation call to get started.

Challenge
  • Limited knowledge of what top players are interested in. Conflicting internal opinions.
  • Limited insight into data anomalies negatively impacting retention and revenue.
  • No existing strategy guides. Players are unsure how the game works, and not confident with their purchases.
Result
  • A detailed and authentic understanding of their most active players to leverage for product design.
  • An average of 15 GamerSpeak recommendations implemented per month.
  • Clear explanations of many data anomalies affecting retention and revenue.
  • 60 strategy guides per month that cover all verticals of the game and are updated weekly.
  • An average of 29 GamerSpeak actionable feedback reports are implemented a month for an estimated savings of $46,835/mo, $562,020/yr in engineering and developer costs.
  • An average of 15 GamerSpeak verified bug reports are submitted a month for an estimated savings of $12,000/mo, $144,000/yr in customer service and developer costs.
Time Frame

2 Months

Site:
FFXV:ANE Hub
Game:
Final Fantasy XV: A New Empire
Client:
Machine Zone

Published 225 Unique Pages of Strategy Guides For
The Seven Deadly Sins: Grand Cross in 45 Days

The Seven Deadly Sins: Grand Cross is a mobile game based on the hugely successful anime series. The game launched on February 27th, 2020 globally after having hit #1 in Japan and Korea in 2019.

The global launch was also tremendously successful, reaching a peak of 3.5MM DAU and daily revenue of ~$750k.

Challenge

Even with what most companies would consider a vibrant community, Netmarble F&C had thousands of players asking for high-quality strategy guides for the “The Seven Deadly Sins: Grand Cross” (7DSGC). It was hard for players to find the exact information they were looking for by watching YouTube videos from influencers. In addition, the database websites only provided stats and not strategies.

GamerSpeak had been in talks with Netmarble F&C about building a community for their game before the English version had launched , but with such a strong title, Netmarble F&C wanted to wait and see what sort of community would arise naturally from the player base. In the first few months, multiple large YouTube channels (5,000+ subs) and two database sites were created for the game. There was also a strong presence on Reddit with over 30,000 subscribers. Yet no one in the community was writing strategy guides. It was a daunting task considering the scale of the game.

Solution

GamerSpeak created long-form, in-depth, and high-quality strategy guides for Netmarble F&C using the Fandom wiki platform.

The key objectives for the content in priority order were:

1. Content covering general info on ALL the components of the game:
      a. All Heroes, Map Levels, Team Suggestions, Buildings, PVP, PVE, Equipment, Etc.
2. Content to assist the progression of their core engaged audience who had been playing for 30-60 days
3. Content to help players get the most out of new features and events launched every week
4.Content that would shed light on hard to discover portions of the game

Results

Since the game had already launched, GamerSpeak had to quickly publish content as fast as possible. Netmarble F&C was incredibly responsive, providing us with assets and game stats that we needed in a timely manner. Within 45 days we had 225 unique pages of content published on the wiki!

Impressed with the quality and speed, Netmarble F&C requested all the content to be localized into German, French, Spanish, and Portuguese. They used their localization partner, and GamerSpeak created the interlanguage language wikis and published the localized guides.

The Wiki launched on May 26th, 2020 to very positive feedback from the community. Two months later on July 31st, 2020 Netmarble F&C was ready to share the Fandom directly to their Forum with 220,000 global users. At this point, we published 75 localized guides (~20 in each language) that allowed the content to be available to a large portion of the user base.

The post was very well received by 3,400 viewers in the first 5 days, with 33 positive reactions and only 2 negative reactions.

Lifetime Page Views

Peak Daily Pageviews

Lifetime & Daily Statistics as of March 2021

GamerSpeak's rapid development of strategy guides filled the strong demand from the community. Because GamerSpeak was able to quickly write and publish the strategy guides on the Fandom Wiki for 7DS:GC, the community had a place to go to answer crucial questions that were answered from a player-first view and continued playing the game.

GamerSpeak’s in-depth strategy guides and powerful feedback loop can increase revenue and retention up to 30% in 6 months or less for your game. Click here to book your consultation call to get started.

Challenge
  • Rapid adoption of the game, but no strategy guides created by players even three months after launch
  • Huge number of requests by players globally for in-depth strategy guides
Result
  • 225 unique pages of content published in 45 days
  • Content published in five different languages
  • Over 1M Page Views in 9 months
Time Frame

45 Days

Game:
The Seven Deadly Sins: Grand Cross

Client:
Netmarble F&C

$39,000/month Average Savings in Engineering & Development Costs for Game of War: Fire Age From Actionable Superuser Feedback Reporting & Verified Bug Reporting

Since 2014, GamerSpeak has contributed to the success of the longest active 4x MMO title in the world.

GamerSpeak developed and regularly publishes in-depth strategy guides on gameofwarrealtips.com, where players are taught how to adapt to the constantly changing meta of Game of War. The game has a minimum of 3-4 new features released every week, and oftentimes brand new event structures as well. 

In addition to the website, GamerSpeak followed its unique Sentiment System to deliver an ultra-engaging chat room experience on Line full of thousands of superusers. They developed deep and meaningful relationships with those players to learn the ins and outs of their complaints and desires. Discovering clear paths to develop the game in such a way that would be profitable and retentive.

GamerSpeak’s ability to form deep and trusting relationships with the players allowed GamerSpeak to provide mission critical player insight in a timely manner that results in continuously well received updates.

Finally, as a result of building trust with the superusers, we identify an average of 10 verified bugs a month “3 days faster than normal”, saving MZ an average of $8,000 a month, $95,000 a year, in customer service and developer costs. We also have an average of 19 actionable feedback reports are implemented a month, saving MZ an average of $31,000/month, $368,000/year in engineering and development costs.

Lifetime Page Views

Unique Users

Sessions

Lifetime Statistics as of December 2020

Conclusion

GamerSpeak’s detailed and actionable feedback reporting for Game of War increased revenue, stabilized retention, and created an engaged community. The strategy guides and community hub are the “go to” resources for the community and are considered to be a completely trusted source of information.

 GamerSpeak can create a powerful customer feedback loop like we did for Game of War and increase revenue and retention up to 30% in 6 months or less for your game. Click here to book your consultation to get started.

Challenge
  • Limited insight into the minds of their most active players
  • Limited insight into certain behavioral anomalies affecting retention and revenue
  • No professional strategy guides. Tons of players quitting because they don’t understand the game and are losing a lot of money.
  • No community hub website. No organized place for millions of players to go to find answers.
Result
  • A detailed and authentic understanding of their most active players to leverage for product design. Preventing countless VIPs from quitting.
  • Clear explanations of many behavioral anomalies affecting retention and revenue. There is an answer for every engagement question now.
  • Average of 19 GamerSpeak actionable feedback reports are implemented a month for an estimated cost savings of $31,000/month, $368,000/year in engineering and developer costs. Superuser sentiment and retention has improved greatly because they feel like the developer is listening. 
  • Average of 10 GamerSpeak verified bug reports are submitted a month for an estimated cost savings of $8,000/month, $96,000/year in customer service and developer costs.
Time Frame

4 months

Game:
Game of War: Fire Age

Client:
Machine Zone

500 Superuser Line Room in 1 Month - $32,500/mo Average Savings in Engineering & Development Costs From Actionable Superuser Feedback Reporting & Verified Bug Reporting for Mobile Strike

Mobile Strike is MZ’s second 4x game, launched globally on November 5th, 2015 and immediately hit #1 in many countries across the world.

Challenge

Machine Zone came to GamerSpeak three years after they launched Mobile Strike. 

Once again, GamerSpeak provided the following services for Machine Zone:

  • Detailed authentic sentiment reports
  • Actionable feedback on game mechanics, events, in-app purchases, responding to widespread bugs, etc.
  • Engaging strategy guides
  • A community hub website 
  • A superuser community on the Line App
  • Urgent reporting: verified bugs, superuser feedback, VIP complaints 

Originally, MZ planned to run both games exactly the same way. However, after years of doing this, it became clear that even though the games were run with the same features and events, the audiences were vastly different, and wanted different things. Therefore, Machine Zone wanted to make sure they had a deep understanding of the wants, desires, and needs of the new player base for MS. 

Solution

GamerSpeak built out their Sentiment System for Mobile Strike. They started by creating long-form, in-depth, and beautifully-designed strategy guides for MZ hosted on a professionally designed website. Then build an ultra-engaging and social community on Line to capture authentic player insights, recommendations, and urgent reports.

The key objectives for authentic player insights and strategy guides were: 

  • Deliver authentic, accurate and filtered player sentiment from the community to all departments at MZ
  • Deliver actionable and specific feedback to improve existing gameplay design
  • Assist the MZ team to proactively avoid negative sentiment by vetting new features before launch
  • Strategy guides covering general info on ALL the components of the game: all heroes, troops, gameplay styles, buildings, PVP, PvE, equipment, etc.
  • Keep strategy guides updated weekly to account for 15 new features released each month for an estimated savings of $58,000 a month in engineering and development.
  • Teach players the value and effect of new features to maximize engagement and monetization 

Results

In three weeks, GamerSpeak launched a custom community website with 16 beginner to intermediate level strategy guides for MS. 

Additionally, GamerSpeak built up a massive Line room in one month with 500 superuser players looking to improve their game by using the latest strategies and new features. Many of those 500 were VIP players spending over $2,000/mo. At the time of this case study, we have three Line rooms maxed with 1,500 DAU and thousands of chat messages sent a day.  

From the authentic conversation in those rooms, GamerSpeak’s team of Gamefluencers (top players in the game who help us run the community) take detailed notes of player sentiment. They often promote deep conversations on certain topics to provide maximum fidelity to the developer and to uncover actionable recommendations the developers can use to make future improvements.

At the time of this case study (April 2021), an average of 19 actionable feedback reports are implemented per month in MS for an estimated savings of $30,000/month, $368,000/year in engineering and development costs. An average of 4 verified bugs are reported a month, for an estimated savings of $2,500 a month, $30,000 a year in customer service and development costs.

Challenge
  • Limited insight into the minds of their most active players
  • Limited insight into certain behavioral anomalies affecting retention and revenue
  • No professional strategy guides. Tons of players quitting because they don’t understand the game and are losing a lot of money.
  • No community hub website. No organized place for millions of players to go to find answers.
Result
  • A detailed and authentic understanding of their most active players to leverage for product design. Preventing countless VIPs from quitting.
  • Clear explanations of many behavioral anomalies affecting retention and revenue. There is an answer for every engagement question now.
  • Average of 19 GamerSpeak actionable feedback reports are implemented a month for an estimated savings of $30,000/month, $368,000/year in engineering and development costs. Superuser sentiment and retention has improved greatly because they feel like the developer is listening.
  • An average of 4 verified bugs are reported a month, for an estimated savings of $2,500 a month, $30,000 a year in customer service and development costs.
Time Frame

3 months

Game:
Mobile Strike

Client:
Machine Zone

$36,500/mo Average Savings in Engineering & Development Costs From Actionable Superuser Feedback & Verified Bug Reporting for World War Rising

World War Rising: Command is MZ’s fourth 4x game, launched globally on October 25th, 2018 and immediately hit #1 in many countries across the world.

Challenge

Machine Zone came to GamerSpeak two months before they were going to launch their next 4x title. 

Once again, GamerSpeak provided the following services for Machine Zone:

  • Detailed authentic sentiment reports
  • Actionable recommendations on game mechanics, events, in-app purchases, responding to widespread bugs, etc.
  • Engaging strategy guides
  • A community hub website 
  • A superuser community on the Line App
  • Urgent reporting: bugs, sentiment, VIP complaints

One of the lessons we learned working with MZ for two years prior was that even though two game genres are the same, the audiences can be vastly different, and want different things. We saw this with GOW and MS, which were both very similar. Therefore, Machine Zone wanted to make sure they had a deep understanding of the wants, desires, and needs of the new player base for WWR.  

Furthermore, it’s difficult for influencers to create socially engaging content for 4x games. MZ didn’t want to leave their community to chance.

Solution

GamerSpeak replicated their Sentiment System once again. They started by creating long-form, in-depth, and beautifully-designed strategy guides for MZ hosted on a professionally designed website. Then build an ultra-engaging and social community on Line to capture authentic player insights, deliver actionable recommendations, and urgent reports.

The key objectives for authentic player insights and strategy guides were:

  • Deliver authentic, accurate and filtered superuser sentiment from the community to all departments at MZ
  • Deliver actionable and specific feedback for existing gameplay design
  • Assist the MZ team to proactively avoid negative sentiment by vetting new features before launch
  • Strategy guides covering general info on ALL the components of the game: all heroes, troops, gameplay styles, buildings, PVP, PvE, equipment, etc.
  • Keep strategy guides updated weekly to account for 15 new features released each month.
  • Teach players the value and effect of new features to maximize engagement and monetization

Results

In three weeks, GamerSpeak launched a custom community website with 16 beginner to intermediate level strategy guides for WWR. Within three months, the website generated 500 pageviews/day, and within six months it generated 1,600 pageviews/day. This was achieved with purely organic SEO the player base sharing the content with each other. After 26 months (the time of this study), the guides have organically accumulated 900K page views.

Additionally, GamerSpeak built up a massive Line room in one month with 500 superuser players looking to improve their game by using the latest strategies and new features. Many of those 500 were VIP players spending over $2,000/mo. At the time of this case study, we have three Line rooms maxed with 1,500 DAU and thousands of chat messages sent a day.  

From the authentic conversation in those rooms, GamerSpeak’s team of Gamefluencers (top players in the game who help us run the community) take detailed notes of player sentiment. They often promote deep conversations on certain topics to provide maximum fidelity to the developer and to uncover actionable recommendations the developers can use to make future improvements.

At the time of this case study (April 2021), an average of 13 GamerSpeak actionable feedback reports are implemented each month for an estimated savings of $21,000/month, $252,000/year in engineering and developer costs. An average of 18 verified bugs are reported a month, for an estimated savings of $14,500 a month, $172,000 a year in customer service and development costs.

Challenge
  • Limited insight into the minds of their most active players
  • Limited insight into certain behavioral anomalies affecting retention and revenue
  • No professional strategy guides. Tons of players quitting because they don’t understand the game and are losing a lot of money.
  • No community hub website. No organized place for millions of players to go to find answers.
Result
  • A detailed and authentic understanding of their most active players to leverage for product design. Preventing countless VIPs from quitting.
  • Clear explanations of many behavioral anomalies affecting retention and revenue. There is an answer for every engagement question now.
  • Average of 13 GamerSpeak actionable feedback reports are implemented each month for an estimated savings of $21,000/month, $252,000/year in engineering and developer costs.
  • An average of 18 verified bugs are reported a month, for an estimated savings of $14,500 a month, $172,000 a year in customer service and development costs. 
Time Frame

3 months

Game:
WWR Command

Client:
Machine Zone

862 Summarized Chat Messages & 44 Actionable Feedback Reports in 4 months for “Game of War: Fire Age” Official Discord Management Team

Machine Zone designed a focus group program for their 4 games on Discord called “Player Connect”. It launched to great reception and engagement from the players who elected to participate. However, it quickly became overwhelming on the one internal CM who was managing it for all games. MZ enlisted GamerSpeak’s help to train a small group of superusers to support the internal CM. GamerSpeak designed the “SAVE” activities to match the needs of the CM to great effectiveness.

“SAVE” stands for Summarize the chat for the CM, Advise the CM on any complicated or dramatic situations, Validate or invalidate any issues brought up by players, and Educate the players regarding any questions or misunderstandings they have.

 Example "SAVE" report summary:

 

Challenge
  • Moderating the focus group Discord was too time intensive for the internal Community Manager working on many other projects.
  • The internal Community Manager joined five years into the game’s lifecycle and is still catching up on the game. 
  • The internal CM wanted help validating issues brought up from the focus group. 
  • There were not enough experienced players to respond to questions in the official Discord server leading to slow or no responses and frustrated players.
Result
  • Developed the “SAVE” program (outlined in the case study). In the first fourth months, delivered:
    • 862 Summarized chat messages
    • 44 Advisements on 44 dramatic situations
    • 28 Validations of issues, with reproducible steps
    • 37 Educational answers given (questions answered) to the players
  • Reduced the amount of time the internal CM needed to be in the Discord by an estimated 80% by summarizing important chat conversations daily.
  • Advised the internal CM on difficult to understand questions and game issues.
  • Trained a team of superusers to moderate and support the internal CM.
Time Frame

Immediate Results

Site:
Game of War: Fire Age "Player Connect" Discord Server

Game:
Game of War: Fire Age

Client:
Machine Zone

Elevated Official Discord Server Moderation Efforts for OverPrime, NetMarble F&C Inc.’s new Action MOBA and Grew the Server to 3,500 Users in Two Weeks

NetMarble F&C Inc. created a new, official Discord server for their new game OverPrime, which is currently in closed beta. OverPrime has a passionate, dedicated player base; however, they were having difficulty finding trusted, reliable moderators who were experienced in conflict mediation and community moderation.

NetMarble approached GamerSpeak for help with moderating the new Discord to create a healthy, welcoming environment for all players as they prepare for launch. GamerSpeak entrusted their experienced Gamefluencers to help set new expectations for server behavior and reinforce server rules. GamerSpeak also implemented a new moderation bot to assist with moderation efforts and solve the technical issues that occurred with the original bot. Currently, the official OverPrime Discord has grown to over 3,500 members in one month and has continued to actively increase membership daily.

 

Overprime Discord Server Stats as of April 2021:

 

 

Challenge
  • Internal conflicts regarding moderation practices and banning players.
  • New, official Discord server needed trusted, experienced moderators who could foster a comfortable, inclusive community.
  • A few experienced, but rebellious players trolled the community, which created tension and unrest in chat.  
  • Increase in player frustration due to issues with custom moderation bot incorrectly moderating “bad” language which caused unwarranted banning and trolling the bot.
Result
  • Immediately set a visible standard of moderation in the new Discord server and established an expectation of proper rule enforcement. 
  • Moderators checked in on the server regularly in shifts that covered the server 24 hours a day, 7 days a week.
  • Recommended to clearly split the user moderator and content moderator roles to reduce role confusion. 
  • Implemented YAGPDB Moderation bot properly into the server to assist moderation efforts. This bot correctly striked banned words and managed server roles. 
  • Submitted bi-weekly reports about the health of the Discord server and other moderator activities.
Time Frame

Two Weeks

Game:
Overprime

Client:
NetMarble F&C Inc.

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