Foo2rama Game Operations

Game Support

The Math and Issues behind CS

by admin on Dec.09, 2010, under Blog, Customer Retention, Game Support, Metrics

http://www.gamasutra.com/blogs/RebeccaNewton/20101201/6540/Why_Human_Moderation_Isnt_Enough_in_a_Web_20_World.php

Pretty good look at the math and issues behind working on online games.

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Internet Pundits and Customer Service

by admin on Nov.24, 2010, under Blog, Game Support

http://www.stepto.com/Lists/Posts/Post.aspx?ID=635

This is a great blog post that highlights one of the more fun and sometimes least enjoyable aspects of creating ingame policies.

What happens when people make the argument for allowing Swastikas? These pundits try and trap you into your excuse as to why they should not be allowed and then try to stretch them to apply to other things. Crafting responses and dealing with these issues which have a high tendency to become public can really become tiresome.

Recently I ran into a similar issues where a player felt that having the word “gay” filtered by the chat filter was discrimination against him as he claimed to be a homosexual, and wanted to declare this in the game. I could just see the responses to every possible answer I gave him. I ended up writing a much longer response then I had planned to him, basically telling him we restrict those words because they tend to be used in a negative manner. I also informed him that if he chooses to declare his sexuality we feel he may experience negative feedback, and we will not be responsible for any negative feedback he receives for his actions. blah blah blah….

Anyway the article linked at the top is a pretty interesting rant from my counterpart at xBox Live.

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A new way to think about Passwords.

by admin on Jul.20, 2010, under Blog, Customer Acquisition, Game Support, News

http://www.technologyreview.com/computing/25826/

Password creation can be a huge block to conversion once you get a user on your site, and lost passwords can drain support resources, this might be a great way to solve those problems.

This is a great article that in many ways solves the 2 major problems with passwords on accounts.  Generally we use restrictions such as minimum length and case sensitivity requiring at least 2 upper case symbols.  This works great against brute force dictionary attacks, but causes users to forget their password.  The other method we use is a max attempts at log in, generally 3, then they get locked out.  This can be used with forcing difficult passwords, but often is used by itself, this though opens up another vulnerability if used solo, there is no check against hitting thousands of accounts with the most commonly used passwords.  I will not spoil it for you but Microsoft just came up with the most optimal solution, feel free to smack yourself for not thinking about it yourself.

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Lessons to be learned from other E-Commerce companies

by admin on Mar.18, 2010, under E-Commerce, Game Support

Often times we can analyze other companies or industries to  improve the way we operate our titles.  In this case eBay has had 2 high profile issues in as many months with car dealers.  Both of these cases involved the apparent failure of setting a reserve or minimum bid on the cars.  You can read about the current one Here.

These are always interesting, as the seller does create a legally binding listing.  Good faith and intent enter into the picture.  Although with the potential for an eBay system issue the problem gets murkier.  This time it appears that the eBay rep admitted that this can sometimes happen…

This seems fishy if eBay had a known problem with this then you would think that any transaction over 5k would be accompanied by a clarification email that reiterated the change made giving a paper trail and a chance to fix the issue if it was not correct.  This would serve to back up ebay’s position as no error on their part because they sent a confirmation email, this also serves to protect the seller from miss-keys and eBay error.

If eBay does have a system issue they appear to be liable at least from a good faith position, so they do not chase other customers away or end up with a flood similar issues.  So what can be learned from this as it applies to our industry?  How many repeat issues is your support or billing department handling that can be avoided by altering a process or sending some sort of confirmation email?  As support costs are at a minimum $1.00 a issue just for manpower how much money can be saved per month and per year for removing these issues from your support/billing queue?

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