Talk
“It’s complicated”; a Customer Support lovestory
We need fans of our games. We need players who are passionate about our game and advocate loudly. They care because we care. But the caring can become a burden when these players are no longer happy. Where hardcore- and midcore games deal with trolls, casual games often deals with pouty faces and misunderstandings.
Where do you draw the line between freebies and charity? How much time do you spend on a non-monetising player?
How do you handle emotional blackmail?
How far do you go in hardware technical support or educating players?
Without pretending we know the answers to these questions we’d like to share our experience from the past 5 years. We promise an entertaining talk with a few valuable takeaways.

Bio
Martine Spaans started her career in online gaming over a decade ago and has worked for well-known companies like Spil Games and Ubisoft before setting up her own Casual Gaming company. She has worked with more than 1000 developers and has taught herself a good understanding of gamers needs. She runs Mobile Game Publishing label Tamalaki.com; In cooperation with FGL.com they help indie developers to push their casual games to a diversity of app stores.