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

By on January 6, 2015
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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 Pocketgamer.biz and The Borderhouse.