Support Your Users
Today, gamers are proactive: They do their research, ask questions, and take control of their own journey. They can either be your #1 fan, or make it loud and clear that they are unhappy. It's no longer enough to just provide user satisfaction; you have a new mission, and it’s to create loyalty. User support is a vital part of marketing and branding your app, and key in your journey to becoming legendary.
Step 1 - Choose Your Platform
The platform you choose will play a critical role in setting up the main channel for engaging with your users. So no pressure. The right platform for you is the one that will allow you to serve users in the most effective and consistent way. Before you choose, ask yourself these questions:
What type of support do your users expect?
Gamers can be very demanding. What’s the best way to engage with them - Email? Discord? Are they comfortable using self-service tools? How fast do they expect to get an answer?
Once you have a clear vision of the best user support you would like to offer, it'll be easier to make a decision. From our experience, we recommend focusing on a platform that gamers are familiar with. Discord and emails are used by gamers frequently and could provide an easy, free-to-use solution
Step 2 - Create a Unique Support Experience
When support is truly legendary, a user ends their support experience fully satisfied and even recommends your app to their friends. Hopefully, they might even tweet about it. Communication changes from platform to platform, as mentioned above. And still, no matter which one you choose, make sure you aim to be legendary.
1. Nail your first impression
With every new encounter, you are evaluated and yet another person's impression of you is formed.
Make sure your profile is set: Full name/nickname, profile picture, signature.
Mention your role in the app. You can easily do that in Discord under status, or in your email signature (e.g., Developers Community Manager at Overwolf).
Greet the user with their name (“Hey Gal”). If the platform uses a tagging system (@), tag the user to notify them.
2. Gather as much information as you can
If you own a live app, you’ve probably heard this a hundred times - “The app isn’t working”. Sometimes users will have a hard time explaining the issue they’re having. It’s your job to help them by asking the right questions, leading them to the best solution as quickly as possible. Try to guide them through by asking: “Could you tell me what are the exact steps that caused the app to crash?”, or be more direct: “After you opened the app, where did you click?”.
3. Finish on a positive note
Whether you’ve figured out the issue or not, the user will remember you and their support experience. This will be reflected in how they perceive your app, and will then be translated into your app's retention. Sign off with a sentence that leads to continuous engagement in the future. Something like: “Let me know if that worked", or “Is there anything else I can help you with?”. You can even refer them to your Discord community to engage with other community members for support.
Step 3 - Add a Knowledge base
A help center is the ult for your app; It builds overtime, and when finally used - it can level you up from being a good player to an awesome one. It’s the text, pictures and videos that give your users the knowledge right when they need it the most. To read more about how to build one click here.
In-app reporting
A well-structured support system helps users quickly resolve issues, improves user satisfaction, and reduces frustration. This article outlines the best practices for providing support in your Overwolf app.
Essential Support Features
- Easy Access to Support
- Place a clear support icon in the top bar or side navigation for quick access.
- Proactive Issue Detection
- If your app crashes or encounters an issue, design it to inform and guide users to support when needed.
- Bug Reporting with Logs
- Allow users to report bugs easily.
- Automate log collection when reports are sent to help developers troubleshoot faster.
- [Learn how to implement automatic log submission →]
- Pre-Support Resources (FAQs & Self-Help)
- Include an FAQ section for common questions to help users find answers before reaching out.
- If users frequently ask the same questions, consider improving the UX with coach marks or other FTUE elements.
- [More on FTUE best practices →]
Recommended Support Channels
In-App Support Button – A clear "Support" icon in the top bar or side menu.
Bug Reporting Feature – Users should be able to report bugs easily from within the app.
Discord Community Channel – Engage with users and provide real-time assistance.
Help Bot – Automate responses to common questions.
FAQ Section – Reduce support requests with self-service help.
By implementing these best practices, you’ll improve user experience, reduce frustration, and streamline your support process.