Ubisoft is fortunate to have player communities that are engaged and passionate about our brands. With their support comes an infectious energy that encourages others to engage in our games, participate in our events, and care about our creative projects and what they mean to this industry.
In building and delivering the immersive worlds that Ubisoft is known for, we have a responsibility to encourage and facilitate a collaboration with our supporters and make sure that we can offer them these experiences at the level of quality promised.
Here at the Ubisoft EMEA CRC, our Player Interactions, Community Management and Player Experience teams’ mission focuses on interacting with players directly, publishing effective self-help resources, and providing insights to our production and business partners to improve every player’s experience with our games and services. The resources we offer Ubisoft’s players help them spend less time struggling with pain points in their journey and more time engaging with our worlds and characters.
We aim to provide the best player support in our industry!
Let’s see how the Player Support teams adapt to our players’ needs, face new challenges, and keep working towards that goal!
Adapting to Player Behaviour
As constant changes occur in our players’ behaviours, our Player Interactions teams must adapt. This begins with identifying which behaviours are trending, then understanding how we can adapt to have the best impact on players’ experience.
Two years ago, we phased our phone support in favor of live chat to meet the demand for more modern digital communication options. We began using Google Neural Machine Translation to provide timely assistance to players regardless of what language they or we speak natively. We leverage our Facebook and Twitter support pages to interact one-to-one, drive engagement and with social listening, we can proactively provide solution to hundreds of thousands of followers.
Time is everything!
To help our players have a frictionless experience, we need to make sure they can find the right solutions as quickly as possible. The Ubisoft Support Portal is equipped with automation capabilities, a forum where players can help each other and discuss our games, and a fast-growing library of self-help articles that currently offers over 8.000 pieces of content worldwide.
Upcoming Challenges for the CRC!
Demand for support has increased due to many recent evolutions in the industry, like the appearance of Live Games, the global democratization of video games, and the growing mobile games market. Coupled with Ubisoft’s own initiatives in direct-to-consumer sales through the Ubisoft Store, subscription models with Ubisoft Connect, and new business models like free-to-play games, our support teams have been busy innovating and collaborating on ways to “stay ahead of the game” and continue to provide efficient, high-quality support.
Our Player Interactions teams is working closely with partners in IT and Account Management to support or deploy automation so that players can resolve issues themselves whether through chat bots on our portal or self-service tools on other Ubisoft websites.
Moving forward, our Player Interactions team aim to improve the player experience and reduce direct contacts to support by providing more and better self-help resources that are accessible to players 24/7. This means finding innovative solutions to maintain the relevance and accuracy of our content and measure what players are searching for online to deliver that information ourselves.