Psyonix & 5CA.

As the developers of the worldwide, sports-action hit Rocket League, Psyonix has more than 41 million players worldwide. To grow their customer service into other channels while providing excellent player experience for their fans, they asked 5CA.

Psyonix works with 5CA to tackle player questions, resolve technical issues, and to help people get back into the game when something goes wrong. We provide them with high-quality player support via email, social media, and viable self-service options.

Psyonix

The challenge.

With 41 million players worldwide, Rocket League is on a roll that isn’t slowing down anytime soon. For a game with such a player base and momentum in fostering a worldwide fan community, having a solid player support structure is paramount.

Developers Psyonix needed an outsourced customer support solution to handle their ever-increasing player base. As Rocket League’s popularity continues to grow, so does its player support operation. 5CA and Psyonix work together to provide an efficient player experience while delivering top-notch support to all players.

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Our solution.

Psyonix collaborates with 5CA on various initiatives geared towards supporting all players without compromising on player experience or customer satisfaction. To meet the needs of their growing player base, one of 5CA’s key initiatives was to build a self-service help center where players could find answers to their most common questions.

Having a solid self-service help center enables 5CA and Psyonix to rely on it for the most frequently asked questions. This allows agents more time to handle the more complicated queries. Using a combination of automated replies, self-service, and efficient scaling, players now receive answers faster and player satisfaction is at an all-time high.

To receive more feedback from players and make it easier for players to reach support, Psyonix and 5CA work together to streamline player support via Twitter and Facebook. Social media has grown exponentially as a support channel for Rocket League and Psyonix is receiving valuable player feedback.

65% of players who visit the help center leave without having to contact support

Customer satisfaction at an all-time high

10x increase in support volume since the start of the collaboration

We spoke with Psyonix’s Marketing Manager and Customer Support Manager about their experience working with 5CA.

“Our primary goal for player support was to keep our in-studio team small while still engaging with our ever-growing community on a global scale. Setting up a fully-fledged team would also provide essential data after updates when searching for bugs or other issues, which we needed.

Another primary goal was to set up an international support website for future knowledge base articles and agents that knew the game inside and out. We wanted a team that was passionate and knowledgeable, but also considerate with how questions were quickly resolved.

We received thousands of support emails prior to working with 5CA and it was impossible to track or report them to the executive team. It was a mountain of important messages that we just couldn’t climb without a change in our process and strong leadership both internally and externally.”

Kyle Lemmon
Marketing Manager
Psyonix

“The big difference with social media support is that the resolution that you’re offering a single player is visible to everybody. We have to make sure the quality is solid, and that the information can also help anybody else that has the same problem.

You also receive a different level of feedback. On social media, players report issues that aren’t enough of an irritation to go through the player support process, but these are issues that they simply want to let us know about.

The type of reporting we’re getting from our social channel includes a lot more on the sentiment of the player base, especially as it relates to the player’s voice. We now have samples of what players are saying about all aspects of Rocket League and the team can then go through, read about, and make decisions based on them.”

Franko Fonseca
Customer Support Manager
Psyonix

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