Wargaming Mobile & 5CA

Wargaming Mobile is a division within Wargaming that acts as a proving ground for innovative and outstanding mobile projects. They work on titles such as Gods & Glory, World of Tanks Blitz and World of Warships Blitz (WOWS Blitz). Their mission is to create an awesome, high-quality gaming experience that can be enjoyed by millions of players. Wargaming is an award-winning online game developer and publisher. One of the leaders in the free-to-play MMO market, the company delivers authentic gaming experiences and services across PC, console and mobile platforms. They have 20 years of game development experience, and have released 15+ titles gaining millions of fans worldwide.

The challenge

In early 2018, mobile developer and publisher Wargaming Mobile launched the 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 from the get-go to deliver an excellent player experience in line with the Wargaming brand and the expectations of their players. To Florian that meant:

• Happy players, measured by outstanding Customer Satisfaction (CSAT) scores
• Fast response times
• Around the clock (24/7) support
• Coverage in 10 languages

There was, however, one caveat; the service needed to be affordable. Cost should not be a burden on a brand-new, yet unreleased game. The challenge was to find a way to provide fast responses in all ten languages, without breaking the bank.

Crafting the solution

Florian reached out to multiple vendors to find the best player support solution. Crafting the best-suited solution for clients’ specific needs is what we do best at 5CA, so we implemented the following:

• 5CA built a support team of bilingual support agents fluent in Russian and English, the main support languages
• Tickets in any other language are machine-translated to English, handled by the 5CA team, and then translated back to the player’s native language using a combination of machine- and human translation provided by Unbabel.
• Most tickets are resolved within 24 hours
• Extensive quantitative and qualitative player feedback is shared every week.

This solution fitted Wargaming Mobile’s support needs and provided them with the flexibility they needed to respond to player inquiries in multiple languages.

The results speak for themselves

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% from the get-go
• After two months of implementation, we achieved a 95% response rate within 24 hours
• Actionable player feedback shared with Wargaming Mobile by 5CA has already lead to numerous in-game updates and additions, improving the overall player experience
• Ability to add new languages on the fly, without hiring extra support agents