Disrupting an established industry is no easy feat, but when it’s done right, it opens up new worlds of growth and creation, and that’s and that’s just what one next-gen game technology company did. While charting a new course through a brand-new, blockchain-fueled, NFT-centric gaming world, there came a time when this venture-backed, video games leader needed to learn how their player experience stacked up to the competition to plan for future growth. And with the 2021 global gaming market estimated at $202 billion alongside a globala global NFT market valued at $4.36 billion, player engagement (PX) was synonymous with revenue.
Throughout the Gaming world, the lack of consistent response times has proven to be a challenge for Studios, with research showing that the average response time was 39 hours!
With players scattered across time zones, it became noticeable that this Studio’s response times were higher than expected. This lack of response drove significant concerns related to ongoing player activity and growth.
The Arise Gaming WFM team collaborated with the Studio’s internal team to review historic data, uncovering opportunities for Service Partners to be there for players regardless of geographic limitations.
The Arise Gaming WFM team performed a heatmap analysis, gathering information on when players were on the game, which was then used to review resource scheduling, ensuring coverage was available for players in need of assistance. The flexible, 30-minute scheduling of Service Partners on The Arise Gaming Platform provided the dexterity needed for players around the globe to stay in the game.