As a follow-up from my previous blog post, intentionally quite theoretical, I thought I would give two very specific examples of what I consider good development to push the service side of a game.

While a lot can be done to improve the quality of the service of a game, I really believe that it is when a company is dedicating its most precious resource (developers) on pushing the level of the service quality that you know it has a genuine will to develop a service strategy. More than, say, opening a dedicated Customer Support department with hundreds of dedicated staff and limit the developers to only build new content and gameplay features.

It may be biased by my own personal experience, but I have seen a bit too often CS departments used as a stop gap for development shortcomings. It is too common to see a bug left unfixed by the development team, that would require a couple of days of an engineer’s time at worst, to have hundreds of hours of CS staff spent hotfixing the issue. But I digress.

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