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. The studio faced uncertainty around staffing requirements and had to balance player experience with budget constraints. In addition, the studio required multilingual player support, community management, and regional coverage that complemented its existing internal European support team before early access.
The Solution
The client reached out to TransPerfect Games to develop a data-driven support strategy by analyzing player wish list trends, comparable AAA launches, and historical support data from the studio’s 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 a 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 the need for dedicated language teams.
The Result
Four days before early access and a full month before the global launch window, the studio had a fully operational, multilingual player support organization sized to meet anticipated demand. With support operations and community management in place ahead of early access, the client was able to focus on preparing for launch while TransPerfect Games managed player interactions across regions.