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26% of people who contact customer service are paying users – Matt Fairchild, TinyCo

By on January 6, 2015

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

About Zoya Street

I’m responsible for all written content on the site. As a freelance journalist and historian, I write widely on how game design and development have changed in the past, how they will change in the future, and how that relates to society and culture as a whole. I’m working on a crowdfunded book about the Dreamcast, in which I treat three of the game-worlds it hosted as historical places. I also write at and The Borderhouse.