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20 years of GamePoint
-
A look inside the Community
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INTRODUCTION
• Jeffrey Otterspoor – Director of Community Operations
• At GamePoint since 2008
• Responsible for CS, CM, LOC & (formerly) QA
• also bartender at official GamePoint Drinks
• and quiz master at the annual GamePoint Summit
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TOPICS
• A Community since 1998

• Increasing your customer lifetime

• Challenges of real-time multiplayer games with public chat in F2P

• How we will be looking at the future

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THE COMMUNITY
Type of Players

• 25 million minutes per day

• 17361 days in time spent
• 50 x around the globe... by foot
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THE COMMUNITY
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THE COMMUNITY
Interests
• Discounts & Freebies
• Care greatly about friends & family
• Cleaning & household products
• Pet food and detergents
• Native folk-singers & 70’s music
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THE COMMUNITY
• Middle-aged woman

• Love to win & care deeply about their friends and family

• A lot of free time

• Loyal & they stick around for years

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CUSTOMER LIFETIME
How to increase your customer lifetime?

NEW
CONTENT

KEEP YOUR
SENSE OF
GAME
COMMUNITY
CURRENT
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CUSTOMER LIFETIME
Invest in your Community

• Facilitate Community features to allow conversations to take place amongst users

• Stimulate Interpersonal Relations
• Integrate your Community Managers into the Community and humanize your operation.
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CUSTOMER LIFETIME
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CUSTOMER LIFETIME
Invest in your Community

• Facilitate Community features to allow conversations to take place amongst users

• Stimulate Interpersonal Relations
• Integrate your Community Managers into the Community and humanize your operation.
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CUSTOMER LIFETIME
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CUSTOMER LIFETIME
Engaged users convert better

• 20% are active chatters

• 45% of these chatters contribute to over 56% of total daily revenue
• ARPDAU x3
• Time spent is much higher
• 76 Minutes for users that do not chat, and do not pay
• 103 Minutes for users that do not chat, but do pay
• 190 Minutes for users that chat, but do not pay
• 200+ Minutes for users that chat, and pay!
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CHALLENGES
Challenges of real-time multiplayer games in a live environment with public chat

• Cultural differences
• Toxicity Management
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CHALLENGES
Cultural Differences

• Regional Events
• Content
• Tailored Moderation
• Culture Clashes
• Customer Approach
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CHALLENGES
Toxicity Management

• User Reports
• Players Volunteers
• Chat Operators
• Anonymizer Safety Net
• The Toxic Avenger
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CHALLENGES
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THE FUTURE
Who knows what the future holds? Well at least we’ll look at this:

• Segmentation of Community Management

• Provide segments more tailored promotions and events
• Active approach to get more players chatting
• Invest in AI driven Toxicity Management
• Implementing bots for some basic support for certain segments
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KEY TAKE AWAYS

Tips & Tricks

• Know your Community’s interests

• Content, stay current and create a sense of community
• Humanize your organization
• Personal Attachment is a powerful loyalty driver
• Allow conversations to take place & stimulate interpersonal relationships (chatters convert better!)
• Apply tailored moderation, content and events for local markets
• Take measures towards toxicity, but don’t fully discourage a little drama
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CONTACT ME
Jeffrey Otterspoor
Mob: +31 (0)6 382 132 78
E-mail: jeffrey@gamepoint.com
Internet: www.gamepoint.biz / www.gamepoint.com
LinkedIn: http://www.linkedin.com/in/jeffreyotterspoor