THE CHALLENGE
Our client, a rapidly growing Mobile NFT Role-Playing Game (RPG), struggled to keep pace with the hyper-accelerated demands of the Web3 space. The decentralized nature of their product, where player assets (NFTs) have real financial value, required a level of security, speed, and language expertise far beyond traditional gaming support.
Key challenges for their 24/7/365 operation included:
- Multilingual, Omni-Channel Pressure: The need for simultaneous, high-quality support across in-app Live Chat and Email in English, Chinese, and Korean. The support load was highly volatile, requiring an instant, culturally nuanced response in every language.
- Discord Security and Moderation: Their core community hub (Discord) was vulnerable to scams, phishing attacks, and asset-loss reports. They lacked 24/7 moderation, damaging player trust and leading to high-stakes, real-time security risks.
- NFT & Wallet Complexity: Support agents were required to troubleshoot issues involving blockchain transactions, smart contract errors, and wallet linking failures. Slow or inaccurate resolution directly threatened players’ real-money assets and overall game ecosystem stability.
- Low Player Engagement: The company needed to move beyond passive support and actively use the community channels (Discord) to create engaging online events that would stabilize existing users and drive organic player acquisition.
OUR SOLUTIONS
Building Team of Technical
Language Proficiency: Agents were hired for native/C1 proficiency in Chinese, Korean, and English to handle complex, high-stakes conversations across both asynchronous (Email) and synchronous (Live Chat) channels.
Web3 Security Onboarding: Every agent completed mandatory training on NFT asset recovery protocols, wallet interaction best practices, and identifying phishing/scam attempts.
Blended Channel Rota: Agents operated on a unified rota, seamlessly transitioning between Live Chat (for instant resolution) and Email (for complex, document-intensive issues), ensuring the maximum number of inquiries were resolved by the right expert.
Integrated Community
24/7 Discord Moderation: Dedicated agents provided continuous, multilingual moderation, utilizing custom bots and real-time security protocols to proactively eliminate scams, enforce community rules, and create a safe environment for new players.
Event Creation & Execution
A dedicated sub-team managed the full lifecycle of community engagement. This included creating online events (e.g., Q&A AMAs with developers, NFT giveaways, community tournaments) and generating promotion materials, directly driving player interest and activity.
Bi-Directional Feedback Loop
All in-app bug reports and popular feature requests from Chat and Email were immediately triaged and fed back to the client’s development team via detailed tickets, stabilizing the game’s live service health.
THE RESULTS
Community Activity Lift
Successfully launched and managed 12 major online events, resulting in a 45% increase in Daily Active Participants in the official Discord server, turning passive users into active brand advocates.
Average Response Time (AHT)
Average Live Chat Response Time: From 5 minutes to 1.55 minutes
Email Resolution Time: From 14 hours to 4 hours.
Discord Security Incidents (Daily Avg.): No Incidents
Organic Player Acquisition
25% increase in new monthly player registrations within the first 6 months.
