August 9 2016

As we have discussed in some of our previous posts, it is important for games to consistently communicate with its players. Be it to notify them of an upcoming feature, new level that they can unlock, share tips and tricks or simply resolve an issue. This kind of engagement on a day to day basis is practically impossible for a developer or a marketer to look into. And that’s why cheerful people such as ‘community managers’ exist!

A community manager is the person who takes charge of communicating with players regularly. This is the team member that either understands the game inside-out or can bother the game’s developer till he answers a player’s question or resolves an issue that is pointed out. Basically, a community manager is the one who can make or break a player community and a game’s brand name in the competitive market.

In case you missed our post on why a player community matters for a game’s sustainable growth, you can read it here.

With the increasing competition in the gaming industry, being able to stay connected to the players and keep them hooked is becoming increasing important as well as challenging.

Now imagine having about a few thousand players. Then think about how you need to look into everyone’s app sessions and interact in a personalized manner with them. Sounds tedious right? It is!

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Having gone through the grind of a typical community manager, here’s what we think a day in their life looks like:

  • Spending 30% of their time starting conversations in communities and with prospects
  • 20% of their time building the brand’s visibility and credibility via social chats
  • 15% looking into new market opportunities as per the changing trends
  • 10% seeking opportunities to feature the game or the brand name on an external website
  • 25% digging into data to understand which effort drives in the most conversions

We’re not saying ‘this is it’, but that’s our approximation with what goes on in our office – excluding of course, regular communication with game developers to understand the app’s functionalities and features better.

Now if you observe, a community manager is spending major chunks of his time starting conversations with existing as well as prospect players, and looking into analytics to further optimize marketing efforts.

Both of which, requires the person to constantly keep a tab on the conversations happening around the game across various digital channels, and continually monitor the analytics. Considering that your game would definitely have a few acquisition campaign running too, it’s safe to say that the community manager needs to consume a lot of data – every day.

Making the community manager’s adventures cherishable

There are times when a community manager is expected to over work because a game’s feature is either facing too many issues or there are far too many people enquiring about it. Apart from that, before starting a conversation, the manager has to look into ‘how to’ interact with a player in the best way possible.

That’s a lot of investment needed to make interactions personal!

GetSocial offers an interactive dashboard to all those community managers who are spending hours juggling between conversations and data. The dashboard gives insights into how players are interacting with the game, who are the most active players and what’s keeping them motivated, and which of the players are stuck and require a little nudge to move ahead.

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GetSocial’s Dashboard dedicated for Community Management

Here are a few benefits of using the GetSocial dashboard for effective community management:

  • Regularly communicate with all the players with broadcast messages to promote a new feature, notify them of changes or simply keep them motivated to keep playing.
  • Easily detect customer feedback and common concerns. They can immediately resolve the issue for the player and even let developers know if it is something that most players are getting stuck at, to improve their user experience.
  • Easily monitor as well as moderate conversations occurring in the community about the game or co-player interactions.
  • By having all the data available on one dashboard, the community manager can easily segment and target players with messages, promotions or simply strike a contextual conversation with them. Also read: Why your game needs to segment and target players with personalized campaigns
  • Implement in-app purchase promotions on Activity Feeds and monitor results easily. It also enables them to further optimize these campaigns for higher conversions.
  • Identify the most popular features of the game and product requests from players. This helps them give a user perspective to the developers to make the game more engaging for them.
  • Recognize game influencers based on their in-app activities and app sessions, and keep them motivated with incentives or personalized campaigns. This lets the game continually grow using word-of-mouth marketing.

Over to you

As your game grows bigger and better, the importance of effective community management will also increase. Hence, it is important to integrate a robust technology right from the beginning to avoid loss of data and manage the community manager’s time more effectively!

Because a community manager is the one who’s going to keep your game at the top of your player’s minds. And you know how important that is!