🎙️ Mastering Retention Podcast: Fostering Community and Longevity in Games with Voutcher from GamePoint
Host: Tom Hammond, Co-founder of UserWise
Guest: Voutcher, LiveOps and Community Expert at GamePoint
Introduction
Over nine years at GamePoint, starting as a Community Manager. Transitioned into LiveOps, leveraging his deep understanding of the community. Background in social work and community management in the gaming industry. Established in 1998, with the breakout hit GamePoint Bingo in 2005. Specializes in social, multiplayer games with a focus on community building. Targets a demographic of predominantly female players over 40. Journey into the Gaming Industry
Began in a call center for charity but found it wasn't the right fit. Transitioned to a local game company as a support agent and then a Community Manager. Joined GamePoint, attracted by its longevity and community-focused approach. Witnessed the evolution of data analytics and LiveOps within the company. Took the initiative to delve into LiveOps to enhance player engagement. GamePoint's Community-Centric Approach
🧑🤝🧑 Building Strong Social Connections: Games are designed to foster real-time interaction through features like chat rooms and multiplayer gameplay. Emphasizes that players who play together stay together, enhancing retention. 📅 Longevity of Player Engagement: Some players have been active since 2005, showcasing incredible retention. Community events and social features contribute to long-term player loyalty. 💬 Importance of Chat and Social Features: Real-time chat is a key feature, allowing players to form meaningful relationships. Players often have favorite rooms, similar to regulars at a local bar. ❤️ Real-Life Connections: Players have formed deep friendships, some even leading to marriages. GamePoint staff have been invited to player weddings, highlighting the strong community bonds. Managing a Diverse and Global Community
Supports multiple languages including English, Dutch, French, German, Italian, Spanish, and Brazilian Portuguese. Offers language-specific rooms to enhance player comfort and engagement. Understands that the older demographic may not be tech-savvy or multilingual. Provides personalized support, sometimes assisting with technical issues like installing software. Rooms are limited to 100 players to maintain manageable chat interactions. Players become attached to specific rooms, and any changes can evoke strong reactions. Community Events and Player Engagement
Organizes online memorials for players who have passed away. Facilitates moments of silence and special in-game gestures like virtual roses. 🎉 Player-Initiated Events: Supports community-driven initiatives, such as charity events. Learns from past experiences to better manage and communicate during such events. 📝 Importance of Communication: Emphasizes transparent and empathetic communication with the community. Recognizes the impact of wording and messaging on player perception. LiveOps and Event Strategies
🚀 Developing New Features and Events: Ideas often originate internally but are refined with player feedback. Uses surveys to gauge player satisfaction and preferences. Example: The "Road" feature was continually improved based on player input. Adjusted difficulty and rewards to cater to different player segments. Acknowledges that not all events are suitable for every player. Transparently communicates event intentions to manage player expectations. Analyzes metrics like the number of bingo cards purchased during events to measure success. Balances quantitative data with qualitative feedback from the community. Balancing New Content and Quality of Life
🛠️ Addressing Bugs and Improvements: Prioritizes game-breaking bugs but recognizes not all issues can be fixed immediately. Implements quality-of-life improvements based on the frequency and impact of player reports. ⏳ Managing Technical Debt: Acknowledges the challenges of updating an older game built on legacy technology. Strives to make thoughtful decisions about resource allocation between new features and fixes. Player Acquisition and Retention
📈 User Acquisition Strategies: Focuses on re-engaging churned users through special events and updates. Finds it challenging to attract new players to an older game but leverages a strong community. 🤝 Human Connection as a Retention Tool: Maintains a strong human presence through community managers and direct player interaction. Offers personalized support, including a phone line for player assistance. Key Takeaways on Retention
Personal interactions and a sense of community significantly boost retention. Players are more likely to stay when they feel connected to both the game and its creators. 💡 Understanding Your Audience: Deep knowledge of player demographics and preferences guides successful feature development. Engaged communities can become self-sustaining through social bonds. Conclusion
GamePoint's success underscores the power of community in gaming. Balancing player feedback with strategic decisions leads to long-term engagement. Fostering genuine human connections can differentiate a game in a crowded market. 📞 Connecting with Voutcher: LinkedIn: Reach out to Voutcher at GamePoint on LinkedIn. GamePoint Bingo: Try out the game and maybe run into him online! 
