Case Study – Tripwire Interactive

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Tripwire Interactive Leverages Tatvam Analytics for Smarter Community Management

About Tripwire Interactive

Tripwire Interactive is a video game developer and publisher based in Roswell, Georgia that has been producing original games for over a decade.  Tripwire has seen great personal success with franchises such asKilling Floor and Rising Stormwhich have sold over 20 million units collectively. Their publishing division named “TripWire Presents” has helped like-minded independent studiosbring their titles to market, including Chivalry 2, Espire 1: VR Operative, and Road Redemption.Most recently, TripWire released an epic Shark RPG titled Maneater which delighted gamers across the world on all major platforms.

Problem at Tripwire Interactive

In the launch week alone, Maneater received tens of thousands of unique player comments across countless channels regarding their experience and thoughts surrounding things like the gameplay, story and even the concept.

With Maneater and all other titles, Jared Creasy – Community Manager for Tripwire Studios, is responsible for maintaining constant engagement with their player base, sorting through player comments for the most important trends related to bug-tracking and QoL (quality of life), converting that data into actionable insights and sharing it with the rest of their team and stakeholders.

With the massive amounts of comments received across so many platforms, his responsibilities were becoming increasingly more difficult.

When asked about these challenges, Jared said:

“With a small community team that is super engaged and always chatting with our players, we were running into the growing pain of needing to provide more data and details to the stakeholders, such as production, to help them better guide where resources would go.  This meant looking at a choice of scaling back our interactivity with our community and working more on the numbers or finding a system to help us with the numbers and confirm and verify our findings with data.”

Solution by Tatvam

In order to maintain a high level of engagement with their community while also improving their reporting to stakeholders, Tripwire turned to the Tatvam Analytics Solution to track and analyze player comments duringthe pre-launch, launch and post-launch periods of their latest title, Maneater.

Over the course of each period, players of the game left tens of thousands of unique posts and comments on mainstream platforms such as Discord, Steam, Reddit, Facebook, and Twitter.Tatvam was able to seamlessly gather, analyze, and report on every comment, and bring that data into a single platform for Jared and his community management team to utilize.

With Tatvam collecting and analyzing the massive amount of feedback from across the internet, the team at Tripwire was able to:

  • Instantly look up comments mentioning specific keywords like bug, crash, issue or DLC.
  • Track how often specific issues were reported across all major online platforms and help developers prioritize which issues to focus on first.
  • Receive scheduled email reports on top issues each morning.
  • Analyze gamer sentiment around specific elements of the game like gameplay, cinematics, story, and overall enjoyment.
  • Measure success of patches and hotfixes by tracking community comments daily
  • Identify gamer suggestions for content and future DLC releases.

Value Provided:

We asked Jared a couple of questions regarding the value he got from using Tatvam, which can be seen below:

Q:How did your experience change after using Tatvam?  What benefits did you see?

A:“By using Tatvam for the launch of Maneater, we were able to confirm the issues the community team was reporting back to the team, and provide the volume in which they were occurring on a day to day level.  We also were able to quickly show what Quality of Life improvements and content additions the players were asking for in the future with that same data confirmation.  This allowed the stakeholders to feel more confident about the decisions they were making on the reports coming from the community team.”

Q:Did these benefits yield any quantifiable results?  If so, could youquantify the improvement?

A: “The first thing it did, it helped bubble up top community issues and requests more quickly, as once again we were able to track numbers day to day.  This allowed the team to more quickly make decisions about what to address or work towards, whereas often we have to wait a longer period of time to get a handle on how things are settling in terms of volume by continually tracking various social spaces by hand.

Another thing that Tatvam allowed for, which was a great help, was after a hotfix we could track the volume of chatter around the items the hotfix was designed to address, and in one case see that one of the items was still an issue that needed more resources spent on it.  Once again, this decision was able to be made more quickly and easily with the data that Tatvam made readily available.”

The resultof using Tatvam to track the launch of their latest title Maneater was overwhelmingly positive. Tatvam was able to take care of all the hard work in analyzing and reporting on player comments surrounding the launch of their game, and freed the community management team up to focus their efforts on engagement with the community and sharing insights to the rest of the team.

About Tatvam

Tatvamis a Voice of the Customer (VoC) solution that uses AI, Machine Learning and Sentiment Analysis to consistently collect and analyze qualitative customer comments that a business receives from sources like social media, online reviews, internal surveys, support emails, and more.  Tatvam converts all this data into high-value business insights that are used to measure and improve customer experience (CX).

This helps staff spend less time sorting through and reacting to customer comments, and more time being proactive about measuring and improving the customer experience.

Tatvam is currently used by a number of high-profile CX focused companies around the country, including; Georgia Aquarium, Hartsfield-Jackson Atlanta International Airport, Herschend Family Entertainment, Turner Sports, and many more.

About Tripwire Interactive

Formed in 2005 as a humble independent developer and founded by gamers who found success in the video game modding community, Tripwire Interactive has developed and self-published multiple critically acclaimed titles in the wildly popular Killing Floor and Rising Storm franchises, which have collectively sold over 20 million units to date. The studio’s most recent hit release, Maneater, breaks new ground in the popular action RPG genre and finds players taking on the role of a deadly shark with the uncanny ability to evolve as it feeds.

Since then, Tripwire Interactive has expanded its business and now turns its experience and resources to include publishing titles spanning multiple platforms and genres from other talented independent studios. The publishing division named “Tripwire Presents” aims to help like-minded independent studios bring their titles to market, including Chivalry 2 developed by Torn Banner Studios, Espire 1: VR Operative developed by Digital Lode, and Road Redemption developed by EQ Games and Pixel Dash Studios.

If you want to talk to someone about how Tatvam could work in your company, feel free to contact us!

 

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