Young gaming customers are a special group, and their customer support needs are in a class by themselves.
Perhaps few understand this better than Steve Wilson, Customer Service Manager at Cartoon Network’s MMOG – FusionFall, whose customers are primarily boys age 8-13.
To determine what kind of customer support would best serve this audience, Steve’s team turned to focus groups. (To get the most participation, the focus group asked a lot of questions about the game itself, then Steve’s group ‘snuck in’ some questions about their support needs.) Not surprisingly, the findings showed that traditional support vehicles – phone, knowledgebase – didn’t work for this group. Instead, they discovered several recurrent themes. Read more »









