Each of our projects has its community of players, so we create a separate group on Vkontakte for each project. We connected the official Instagram, Facebook, and Twitter — we do not use them for projects. In addition to the main site, we added a Usedesk widget to the Game Jam contest site, through which we also accept and process requests. As a result, now we have:
- one official group and two groups of game projects on Vkontakte;
- widgets on two sites;
- one account on Instagram, one on Facebook, and on -- Twitter;
- two technical support mailboxes — on the official website and for the Game Jam competition, two mailboxes for the HR department and one internal for IT specialists;
- two games in the App Store and Google Play, where people leave reviews
To not jump between channels, we needed to collect all the dialogs in a single window. It became apparent that we could not do without exceptional service. First of all, we outlined the main criteria by which we will choose a system. Criteria of choice:
- the presence of a multichannel chat,
- availability of reports,
- the ability to classify tickets,
- tagging by topic,
- availability of quick response templates,
- the ability to monitor the quality of employee responses.
From a dozen existing helpdesk systems on the market, I selected three that met these requirements, including Usedesk. I wrote to all three companies, and the final choice was the speed of response from the support service. In Usedesk they answered me on the same day, in the second company — only three days later, and in the third one they completely ignored my appeal.