Results
- With no in-house knowledge of game customer support, we were able to smoothly launch the support system and stabilize its operation.
- Being able to entrust Japanese and English support to a single location has enabled smooth bilingual coordination.
Background Leading up to the Partnership
Why we chose E-Guardian
Because we were going to release game titles not only in Japan but also overseas, we needed to provide customer support in both Japanese and English. However, since we didn't have any knowledge of game customer support within the company, we had no idea what kind of questions customers would ask in the first place. At that time, we were introduced to E-Guardian by someone in our company who had dealt with them in the past who said that "they were very attentive to our needs," and we selected them because they could provide both Japanese and English customer support.
The benefits of choosing E-Guardian
In the short period of time before the introduction of the system, we did not have a clear picture of what kind of inquiries we would receive from customers. However, thanks to E-Guardian's flexible proposals and close cooperation with us, such as the detailed customer hearing documentation at the time of the launch, we were able to smoothly launch the customer support service.
We receive more detailed inquiries regarding games compared to movies and anime. In fact, we received more than twice as many inquiries as we had expected. However, thanks to E-Guardian's proactive suggestions and flexible system, we were able to respond to customers smoothly, which was very helpful.
Moreover, since there is only one producer working on the project, we are able to have both Japanese and English customer support at one location, which is very helpful for us as a single point of contact.
Expectations for the future
As we are planning to release new titles in the future, we would like to receive knowledge and support in regards to community revitalization and VOC collection for attracting and retaining new users.
