Our primary support goal is to provide the best customer service experience possible in a browser game, as the most important element of InnoGames’ GmbH success is a happy community. This task is not achieved easily. The organization and daily tasks surrounding our valuable customers require a lot of planning, energy and sensitivity. The main faces of our customer support are embodied by our Community Managers (CM).
Not only do the CMs have direct contact with the community, they are also in constant interaction with InnoGames. They are the links who provide the best possible communication between both sides. The communities identify with their CM and see him or her as their channel to the company. The company sees the voice of the CM as a representation of his or her respective community.
The essence of community management is to build, maintain and organize the community, to moderate the forums, look after social media and assess the players’ contributions. All relevant information is then forwarded to the InnoGames headquarters. The first important task is to organize and bring structure into the community. We are using several different channels to get in touch with our players: the forum, Facebook or the support system, which is made up of committed teams which will lend players a helping hand.
… the most important skills are commitment, honesty and transparence.
There is a very long list with mandatory requirements for being a dedicated Community Manager. We would like to point out that for us the most important skills are commitment, honesty and transparence. These traits help to explain the decisions of the company to the community and highlight our intentions and thought processes behind them. If there is criticism from the community, we should react and discuss the reasons for it.
We are thankful for all input, as it allows us to improve our games for our players. This is how we wish to improve our products and give the players modern, interesting and, of course, innovative games. Even wrong decisions and mistakes from our side should be communicated honestly and openly. It is human to make mistakes, and thanks to the player´s feedback we can identify these issues and improve them. That is why honesty and transparent conversations are a fundamental part of our communication with our players.
We work very hard to proactively identify potential pitfalls and react before they can happen. Thinking a step ahead lets us avoid problems before they can occur and that saves us time, which we in turn can invest into the communities’ development. Over the years we have gotten to know our community better and better and hope, with their help, that we can optimize our support and make sure to have a more fun, smooth and exciting gaming experience.