A gaming powerhouse best known for developing augmented reality mobile games launched a game that became an overnight cultural phenomenon and generated more than $3 billion in revenue.

Unfortunately, the publisher’s bargain offshore support provider was not keeping up. Slow response times, low player satisfaction, and lack of collaboration negatively impacted company brand and community loyalty, damaging the game maker’s reputation for quality and service.

Goodbay knew the best agents to support augmented reality (AR) players are other AR players, so we chose team members who were avid fans of the company’s titles.

In this case study, learn how we:

• Increased player satisfaction (PSAT) by 20% in 30 days.
• Earned a Net Promoter Score (NPS) of 10 out of 10 from the client.
• Used data trends and player sentiment for in-game and support improvements.