TASK #1
TASK #2
Currently we’re in development of a free-to-play strategy RPG game. In order to build the best support for our users we first need to check out our competition and see the usual support practices for the users of similar genre in order to be competitive.
Check out three of our competitors. One of the competitors is Marvel Strike Force by Scopely, find two more by yourself that fit into the RPG genre. Focus on their support channels.
Provide a comparison of support options of the three competitors.
Checking out the competition, what would you suggest are the best support practices we should implement for our new game and what should we focus on in each one of the support channels?
In-game support is one of the support channels that we offer to our users. Since this is a relatively new implementation, we are always looking for improvements.
Check out in-game support inside My Talking Tom Friends (under settings > help & support)
What do you think about our in-game support? Why do you think in-game support is important for our users and also important for the company?
Compare in-game support in My Talking Tom Friends with in-game support implementation in Marvel Strike Force.
Provide a few improvements for in-game support in My Talking Tom Friends having in mind Marvel Strike Force and their in-game support.
TASK #3
Assume you just became in charge of a major project inside the Customer Success team – implementation of a new CRM tool called Zendesk. Your job is to migrate from the old CRM system to the new and improve the overall agent and player experience inside the new tool by implementing new features and optimizing workflow.
Explain how you would approach this new challenge. What would be your first task?
Check out Zendesk’s website (most specifically what they offer) and write 5 things that you think are crucial for a fully functional CS team.
You can find the list of features here: https://www.zendesk.com/service/
Since Zendesk requires quite a lot of implementation you would have to work with different teams, from BE to IT and design team. Please write a draft message to an IT specialist, asking him to help you implement a spam filter in Zendesk.
