Customer Support
A game's nothing without its players. But if you're going to keep that player base and grow it further, you'll need to make sure any difficulties they have are solved swiftly and with a smile.
In the advent of a world in which games are truly global, it's perhaps this that poses the greatest challenge. How do you cater to the needs of a hugely diverse player base, situated all around the globe? Whether it's troubles with purchases or in-game issues, Yeehe's got you and your players covered.
Our support teams are gamers themselves, perfectly positioned to bridge the gap between you and your global audience. We help make things right for all, across a range of platforms including Helpshift, AIHelp, NetEase Qiyu, and Zendesk.
So: do any of these strike a chord?
You're taking your first steps in customer support, and want to know how best to help your players.
Support tickets are piling up faster than you can resolve them.
Multilingual support is a challenge for you and your team.
You're building a support team, but the costs of recruitment, training, screening, and admin loom over you.
Perhaps you're swamped by feedback, left unsure where to start implementing changes.
Not to worry: Yeehe's got you covered.
Guided By Experience
Having tackled everything from mobile gaming to console and computer titles, and various gaming-focused media, our support teams have resolutions ready for each potential issue or risk. We've got our admin down to a science.
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Services Made To Measure
We build solutions for you and your project. They're tailored to your needs, and dynamic too. So say you're overloaded by support requests—we can pour manpower into bringing things under control first, then ease off as necessary.
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More Languages & Global Support
Yeehe is a one-stop solution that takes your games worldwide, so it only follows that multi-language capabilities are where we truly excel. Our attentive, multilingual support staff help ensure your overseas fan base grows ever larger.
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Extensive Training & Management
Our management and problem-solving skills have been honed through a wealth of experience. We're constantly improving how we train our teams and manage our projects, making efficiency and uniformity our standard operating procedure.
We Think For Ourselves
We believe there's much more to support than merely conveying player feedback, or parroting customer service scripts. That's why we train and manage our teams to think proactively and independently. They deliver practical solutions for each support ticket, while also sharing key data with R&D.
Specialized For The Gaming Industry
Our fervent passion for gaming and deep understanding of the industry make us your best customer service solution.
Support Team Structure
Project Manager
Leadership, planning, quality control.
Language Experts
Building and maintaining project knowledge bases.
Supervisors
Moderation, quality control, urgent problem solving.
Key Support Staff
Swift and accurate responses and issue resolution.
Our Project Workflow
Confirming Core Requirements
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Collecting relevant info on the game we're providing support for.
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Setting targets and key performance indicators.
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Assessing manpower allocation, and providing quotes.
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Agreeing on working hours.
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Assigning representatives to interface with client.
Client Provides Relevant Resources
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Issue resolution procedure (e.g. how refunds are to be carried out).
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Resolution templates from past support projects/FAQs.
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Code tables for in-game items/packs.
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Desired support platforms, with staff accounts provided.
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Areas of special importance, and any special/technical training required.
Project Preparation
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Forming a support team, its members assigned based on the game type and project specifics.
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Building a knowledge base, as according to the resources provided and reply processes to be followed.
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Project managers carry out support team training and testing.
Project Goes Live: Feedback & Adjustments
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Once live, project status updates are provided in daily/weekly/monthly feedback reports etc.
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Ensuring quality is maintained through quality control, detail clarification, and supervision as we interface with the client.
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Regular client discussions to determine the next stage, orienting the project's development.
Past Projects Showcase
Wuthering Waves
A major 2024 title that took the world by storm.
Released simultaneously in multiple languages, with no prior edition or feedback to work with, Wuthering Waves demanded we rapidly resolve and report back on issues as soon as they arose. Support staff were dispatched depending on the situation, as we worked dynamically to ensure support success.
UU Game Booster
China's leading game booster
This project involved high-volume support requests, the majority involving complex transaction-based issues. Guided by project managers, our teams were familiarized with the payment process and analyzed the support requirements so as to quickly provide professional user support.
A mobile game that's made waves beyond China.
Last War has been extremely well-received overseas, but its early days saw heavy support ticket backlogs. With swift short-term measures and larger teams, we returned stability to its customer support infrastructure.
Last War: Survival Game
Jaehyeon Kim
