Space Ape Games: working with clients provided Samurai Siege with 20% of revenue

Samurai Siege owes 20% of its revenue to customer service. The head of Space Ape Games, Simon Hade, told about this at Pocket Gamer Connects Helsinki 2015.

“When we first launched Samurai Siege, the level of customer service was below any criticism. We have added a blue “Feedback Button” to the beta version of the game,” Haid shares. This button was located in the upper right corner of the screen, and with its help anyone could contact the development team and suggest how to improve the project. Haid answered each review personally.

“I answered the letters almost immediately. People were surprised that their opinion was being listened to,” Heyd comments.

The result of this interaction was an improvement in the metrics of the game. Users started spending more and invited friends to the game more often. According to Heide, the “Feedback Button” brought the project 20% of all revenue.

Now that the game’s audience has grown, it has become more difficult to provide the same level of customer support, Heid notes. And yet, Space Ape Games continues to invest in customer service and community engagement. They are the ones who help the game grow, Heid is sure.

A source: http://www.pocketgamer.biz