Excellent Player Support For Wargaming Mobile Players | 5CA

Wargaming Mobile.

Wargaming Mobile is a division of award-winning publisher Wargaming. It acts as a proving ground for innovative and outstanding mobile projects. Their titles include Gods & Glory, World of Tanks Blitz, and World of Warships Blitz. Their mission is to create awesome, high-quality gaming experiences to be enjoyed by millions.

Wargaming is a leader in the free-to-play MMO market. The company delivers authentic gaming experiences that attract millions of gamers across PC, console, and mobile platforms. With 20 years of game development experience and 15+ releases, they’ve more than set the mark for other publishers to follow.


The challenge.

In early 2018, Wargaming Mobile launched their hit title, World of Warships Blitz. World of Warships Blitz is a mobile strategy game with over 8 million players. Wargaming Mobile’s Director of Player Experience, Florian Blaesche, was determined to deliver player experience in line with the brand and expectations of the players.

That meant making players happy, increasing response times, 24/7 customer support, and coverage in 10 languages. There was one caveat: the service needed to be affordable. Cost shouldn’t be a burden on a yet-to-be-released title, so the challenge was to find a way to provide fast responses in multiple languages without breaking the bank.

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Our solution.

Florian reached out to many vendors to find the best player support solution, but nobody does support solutions like 5CA. We craft the best-suited solutions for our clients’ specific needs every time.

To ensure Wargaming Mobile received the best customer support, we implemented:

  • Support team of bilingual agents fluent in Russian and English
  • Machine-translation of tickets between English and players’ native languages
  • Majority 24-hour ticket resolution time
  • Extensive quantitative and qualitative feedback shared weekly

This solution was the perfect fit for Wargaming Mobile’s support needs. It provided them with the flexibility they needed to respond to player inquiries in multiple languages.

Solid customer satisfaction (CSAT) scores of 82%

95% 24-hour response rate within 2 months of implementation

Higher conversion rate from non-paying to paying players

The results.

Using 5CA’s solution, the results have been outstanding:

– Higher conversion rate from non-paying to paying players among players who were supported in their native languages

– Solid CSAT scores of 82%

– 95% 24-hour response rate within 2 months of implementation

– Actionable player feedback leading to in-game updates and additions, improving the player experience

– Ability to add new languages on the fly, without hiring extra support agents

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