As part of the Finding Value series of our Desk, here we want to demonstrate how you can use Player XP to provide quicker Customer support.
One of the great things about Player XP is that it brings all of your customer conversations together, allowing you to quickly locate active and important conversations taking place across different support channels.
This article is going to talk through some of the different ways to quickly find these conversations and how Player XP can be used to easily reply to your customers.
Finding the Active Threads:
The best way to discover the most active conversations in your community is by utilising our Interaction Explorer. We've made it easy to jump straight in by providing you with a quick jump button from the Hub page. Select your game and you should see an "Interaction Explorer" button on the right of your game.
Once you have loaded the Interaction Explorer, you should be presented with a range of filters that allow you to control what and how the Interactions are displayed inside the Explorer.
From here, you can toggle between Online Communities, Social & User Review data, for now, we'll stay with Online Communities.
If you then scroll down, you should see a "Sort By" filter that allows you to control how the data is sorted, select "Newest".
Once this has been selected, you should see the Threads in the Interaction Explorer update with the most recent threads displayed at the top. From here, and for the benefit of this article, we're going to focus on the following thread under an official post from the game's Facebook page. To see the conversation, select "Explore".
As we start to Explore the thread, we can see all of the filtered comments (the ones that contain sentiment data and are talking about a relevant subject) but we can also change the filter to display all of the comments in the thread if we wanted to follow along with the conversation.
Should you see a conversation that you wish to engage with, you can jump into the conversation by selecting the link button in the top right-hand corner (seen above, orange highlighted icon). This will take you straight to the thread on the chosen source and you can join in on the conversation.