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26% of people who contact customer service are paying users – Matt Fairchild, TinyCo
This year at GDC Next Matt Fairchild from TinyCo shared some data about community management and user behaviour. The talk includes some important takeaways about how nurture a community on a budget – and why community is so important for a game’s success. One key figure stands out: although 5% of all players are expected to convert in your average free-to-play game, among players who reach out to contact TinyCo for customer service, 26% were paying users. That underscores the absolute importance of skilled community management.
The full video is available to GDC Vault subscribers: Community is a Competitive Advantage