Business of Apps Podcast #163: The challenges of a mobile game player support with Eric Vermillion, CEO of Helpshift
We all like it when things go smoothly and prefer it to stay that way but the Universe is messy so people’s experience with mobile apps and mobile games can be too.
As much as app developers do their best to deliver the best experience to the users, they are just human beings, even if the code is perfect - which is extremely rarely the case if ever, there are maybe issues with how people interact with the app.
The solution? A support system that will help you to resolve all those issues for your mobile game users. Today, Eric will tell us about the challenges of mobile game player support.
Today’s Topics Include:
- Eric Vermillion's background
- What is Helpshift
- The challenges and requirements of mobile game support
- What it takes to provide support for non-mobile game platforms
- The role of Generative AI in a video game player support
- Can Generative AI impact programmatic ad campaigns' costs
- Generative AI impact on jobs in the programmatic ad sector
- AR and VR games player support
- What Eric would like to change about the programmatic tech sector the most
- Android or iOS?
- Eric’s first mobile phone
- Leaving his smartphone at home, what features would Eric miss most?
- What features he would like to see added to his smartphone?
“I find mobile games incredibly interesting because having a nice chunk of my career working in a broader cross-vertical support environment where I've done banks, insurance companies, some legacy brands and sort of have this preconceived notion of how the support is delivered - you put a bunch of people in the building and you call them, you send out physical mail and that sort of stuff. Gaming moves faster than that!"
“For consoles, you aren't in the game, you aren't in the environment and so you have to depart and go engage and support in a different way."
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