At PlaytestCloud, we don’t have just the platform for all your playtesting and games user research needs: we also have a dedicated team whose goal is to help you use it the best way you can.

Therefore, as you begin your journey at PlaytestCloud you will soon become well acquainted with our Customer Success team. Whether it be Angie, Anna, or Carolina, our customer success managers ensure that game studios always achieve their desired outcomes and maximize the value they receive from our player insights platform. We like to imagine the CSM team is essentially the flight attendants of our company: They are there not just for the comfort of our users but also to take control in the unlikely event something goes wrong. In the constantly changing world of game development, their role is vital. Angie Długopolska, Head Of Customer Success, recently discussed how the team supports game studios in mastering industry challenges. They help studios create games that resonate with players.

Angie speaking at our recent event at Kolibri Games in Berlin

What Does the Customer Success Team Do?

If you get a designated CSM, their responsibility will cover a wide range of tasks, including onboarding new clients, answering queries, solving problems, and ensuring that their customer's playtesting plans are met efficiently. “Every day is different!”, says Angie.

The Journey Starts with Onboarding

As soon as the contract with a new customer is signed, a dedicated Customer Success Manager (CSM) will be introduced to you to guide you through the onboarding process. The first step usually involves a kick-off call aimed at understanding the unique requirements of the studio. Angie explains, "During that call, it's our job to learn how many people will need access, how many teams will be involved, and what are the immediate goals."

Customization is the Key

According to Angie, "Onboarding is a custom matter and differs depending on the size of the studio and its objectives." This could include custom-tailored product training for different teams within the studio, especially if they are focused on varied genres or audiences. The team adapts to each studio’s needs, and makes sure they have the best, most ideal onboarding possible.

The Art of Feedback and Playtesting

One of the primary functions of the Customer Success team is to help game studios optimize their playtesting processes. According to Angie, "making sure that teams are meeting their research objectives and investing in playtesting is pivotal."

Whether you are a hyper-casual studio looking to understand player behavior in short gaming sessions or a midcore-to-hardcore studio that requires deeper insights into user engagement, the Customer Success team has you covered. Angie emphasizes, "Our team is able to recommend case studies that will be relevant for your studio, or tell you more about what other studios, similar to yourself, are doing at the moment. We have access to various research resources that we are able to provide at the right time". It's clear that this analytical approach ensures that your playtesting results are not only valuable but also actionable, providing critical insights for development.

Carolina, Anna and Angie–our Customer Success Team
Carolina, Anna and Angie–our Customer Success Team

How Can the Customer Success Team Help?

Meeting Objectives

Angie and her team go beyond just offering tools; they assist in meeting research objectives. From ensuring that game studios invest in the right kind of playtesting to helping them achieve their targets, the team plays a vital role.

Crisis Management

PlaytestCloud's Customer Success team is equally efficient when things don't go according to plan. Delays can happen due to a multitude of reasons, and when they do, Angie assures, "If it's pushed back, we will be ready to support you at the new timeline."

Ongoing Support

The team not only helps with initial setup and crisis management but also checks in regularly, particularly during the three-month onboarding period. Angie emphasizes that they'll provide the support you need without being overbearing. After that, you can choose the level of support you want until it's time to renew.

Customized Support for Varied Needs

Angie pointed out that the level and type of support vary based on who the customer is. For studios experienced in user research, the team provides advanced tools and technologies. For those who are new to the field, they offer basic guidance and templates to kickstart their journey into user research.

She explains, "Different types of games require different types of testing. We look at every angle of the studio to make sure we're giving you the right advice regarding where our product can fit your needs."

Carolina doing some hard work!
Carolina doing some hard work!

A Long-Term Partnership for Success

As your game progresses through different stages—from early prototypes to live operations—the team adapts their support strategies accordingly. Angie mentions, "If one studio works on games directed towards very young audiences and the other one is a midcore to hardcore studio, we're going to split the sessions to make sure each studio gets what they need." This flexibility ensures that no matter where you are in your development journey, the Customer Success team will evolve with you, offering specialized support tailored to your current challenges and objectives.

In The End, Our CSM Team Is Here To Help You

In an industry where every decision could make or break a game, the Customer Success team at PlaytestCloud stands as a robust pillar of support. With a focus on custom solutions, efficient crisis management, and ongoing support, Angie and her team are revolutionizing the way customer success is viewed in the gaming world. From how to best interview players to how to run that longitudinal test or get your survey answered, the team is here. Their ultimate goal? To ensure that you not only meet but exceed your game development objectives. With such a dedicated team at your disposal, your pathway to creating successful games just got a whole lot smoother.

The team having fun at bowling
The team having fun at bowling