The Challenge
A leading independent game studio was preparing to launch its most ambitious AAA title to date and needed to build a player support operation from the ground up. With staffing requirements still uncertain, it had to balance player experience with budget constraints. The launch also required multilingual player support, community management, and regional coverage that complemented its existing European support team before early access.
The Solution
The studio partnered with TransPerfect Games to develop a data-driven support strategy based on player wish list trends, comparable AAA launches, and historical support data from its existing franchise. Based on these insights, the team deployed Tier 1 and Tier 2 player support across two time zones, ensuring seamless coverage alongside the studio’s internal team.
TransPerfect also provided dedicated community management for Reddit and key social channels, and integrated neural machine translation into Zendesk, enabling English-speaking agents to support players in multiple languages without dedicated language teams.
The Result
Four days before early access and a full month before global launch, the studio had a fully operational multilingual player support organization ready to meet anticipated demand. With support operations and community management in place ahead of early access, it was able to focus on preparing for launch while TransPerfect Games managed player interactions across regions.