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Mastering Retention Podcast

Ep.63: Creating long lasting and meaningful ingame communities

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https://www.youtube.com/watch?v=Pu3bubzQH8U⁠

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🎙️ 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

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Introduction

👋 About Voutcher:

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.

🏢 About GamePoint:

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.

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Journey into the Gaming Industry

🎮 Early Career:

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.

🌱 Growth at GamePoint:

Witnessed the evolution of data analytics and LiveOps within the company.

Took the initiative to delve into LiveOps to enhance player engagement.

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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.

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Managing a Diverse and Global Community

🌍 Multilingual Support:

Supports multiple languages including English, Dutch, French, German, Italian, Spanish, and Brazilian Portuguese.

Offers language-specific rooms to enhance player comfort and engagement.

🗣️ Cultural Sensitivity:

Understands that the older demographic may not be tech-savvy or multilingual.

Provides personalized support, sometimes assisting with technical issues like installing software.

🏠 Room Dynamics:

Rooms are limited to 100 players to maintain manageable chat interactions.

Players become attached to specific rooms, and any changes can evoke strong reactions.

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Community Events and Player Engagement

🌹 Honoring Players:

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.

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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.

🔄 Iterative Improvement:

Example: The "Road" feature was continually improved based on player input.

Adjusted difficulty and rewards to cater to different player segments.

🎯 Targeted Events:

Acknowledges that not all events are suitable for every player.

Transparently communicates event intentions to manage player expectations.

📊 Data-Driven Decisions:

Analyzes metrics like the number of bingo cards purchased during events to measure success.

Balances quantitative data with qualitative feedback from the community.

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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.

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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.

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Key Takeaways on Retention

🔑 Make Your Game Human:

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.

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Conclusion

🌟 Final Thoughts:

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!

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