How Video Game Publishers can Leverage Voice of the Customer Technology to Improve Issue Tracking and Enhance DLC Feature Prioritization
The video game market is currently at an historic high and is continuing to grow exponentially. Furthermore, according to WePC.com and Capcom; International, the DLC (Downloadable Content) market has seen steady continuous growth year over year. As we find ourselves in the world of COVID-19 and “Social Distancing,” we are also seeing an increased need for people to find ways to keep themselves occupied and entertained while at home, which has led to an even greater growth in this market than predicted.
We have found that gamer’s have an immense desire to consume quality game content, and then spend as much time as they can playing these games.
Because of the popularity of the video game market, and the majority of the consumer base being under the age of 35, we are also seeing an incredible amount of social media commentary and community communication surrounding video game experiences.
Upon release of new games, the game publishers are almost immediately bombarded by their fans with commentary, ideas, and feedback about the game and what else could be added to extend the playtime.
With so many people playing the game, and so much feedback being written online, it can be extremely difficult for game developers and publishers to properly integrate the chatter of their fans into their planning and reporting processes.
How Voice of the Customer Tech Helps
Voice of the Customer tools and solutions are a huge help to any company that has a lot of qualitative, comment-based feedback that needs to be transformed into something measurable.
Video game publishers can leverage Voice of the Customer technology like Tatvam to collect and analyze thousands of comments across both online and internal feedback sources.
By using VoC technologies, like NLP and Sentiment Analysis, publishers can instantly pinpoint the most mentioned, and most positive and negative elements of their game by their fans.
Game developers can use these insights to measure the performance of their game, and even identify which bugs are mentioned most often by looking at tagged keywords across commentary.
This can greatly influence the product log and ensure that the most pressing issues are being addressed first.
Additionally, game designers can analyze which elements of the game are the most popular and can focus their ideation on these elements to develop more DLC content in line with what the fans already love.
By having a strategy for properly measuring what players are saying about a game, and incorporating this into the planning process, game publishers can ensure that the content they put out will consistently meet, and even exceed, the expectations of their customers.
If you want to talk to someone about how Tatvam could work in your company, book a free demo now!
Tim works as the VP of Sales and Marketing at NetServ Applications and oversees the development and client relationships for NetServs’ proprietary product Tatvam. Tatvam is a Customer Feedback Analytics product that leverages technologies like Machine Learning and AI to help companies monitor and improve their customer experience. Tim both manages the product log and the development teams to ensure they are consistently innovating and delivering a true value-add product, as well as continuously works with Tatvam customers to help them improve their data strategies and customer experiences.