We have described the development of thematic planning, fine arts, the program after the three most will soon usher in peace with the players closest part: that is, the operation of online games and customer service.
Surprised many players, operations and customer service so will be counted to the game developers to do this? It does not seem to belong to the two parts of the development department ah? Indeed, from the demarcation point of view, they do not plan to developers, but in fact they are very very closely with the network game development The. a computer game, not even the end of the development began operations, and in the course of operations, will continue to find new problems, while also continue to meet the player's desire to explore. In fact, in a sense, now online games market, continued follow-up whether the ability of the development of a game is whether the long-term success of a very important factor. and how to determine the direction of subsequent development? mainly rely on the market and the customer service staff to collect and feedback. < br> This time, 17,173 settled in Guangzhou NetEase week, when we have completed the development department, after the interview, granted to the market sector, and this time we would be for NetEase's online gaming division as director of Mr. Li Riqiang We explain when the ? your work operations What is the definition?
Lee Strong: a game, making only its initial development stage. a game, just like a baby, after the staff development department it was born out of a pregnant woman then, how is it growing, how can a healthy growth, which is operations needs to be done. how to provide services to enable players to enjoy the benefits of the fun of the game is not an easy thing.
operations contains a lot of parts, usually for players who understand the market it is only a part of operations. There are such as the erection and maintenance of servers, bandwidth availability, customer service, point card sales, channel development, market promotion, etc. aspects are covered in the online game operations duties within the scope.
marketers around the Internet cafes often to organize promotional activities
17173: We are a large range of players, there exists such a thought, like into the games industry, market sector is most likely not what professional skills, the threshold is low, as a senior operator, your idea of how the evaluation?
Lee Strong: First, I think not. development of department personnel, need to have art, procedural expertise, even if the player does not look badly in need of professional skills in the planning, actually requires considerable expertise. The market sector requires professional staff is also rude the above sections. to Netease company They should at least have some of the Journalism and Communication, the characters psychology, marketing knowledge, business and social knowledge, literary knowledge and language skills and a series of basic knowledge. If even the basic knowledge in these areas are not, it is very difficult to become A good marketing personnel.
17173: You mentioned a number of basic skills, so if you want to be a good marketing people, but also to what standard do?
Lee Strong: To be a good game marketing personnel, in addition to have some expertise, but also must have the point is that love of the game, without enthusiasm, it is impossible to do the same thing, but I believe the players on this point should not be a problem, but to maintain such a passion to is not an easy thing. In addition, he also need to have a flexible mind, divergent way of thinking, as well as a keen grasp of market trends.
17173: then as operations for , a game developed in the early and late, to do the work any different? same time, as operations officer, whether the development should have some knowledge of it?
Lee Strong: In fact, in my opinion, for the operations department that is not suitable for the development of early and late so to divide. online is different from the stand-alone game, once completion of the development after the end of development. online game development and operations personnel are parallel to each other during the work. Take reference, this is a long-term interactive process, a period that does not exist we do, and not a period.
As for the development of knowledge, of course, need to know some basic terms, marketers need to target customers to promote their products, if even the products themselves do not understand their own deep-seated some of the content, but also how to persuade others to do?
17173: We see the game on the market today, go through closed beta, open beta formal operational stage, etc., then the stage for the operational staff, the more the purpose of promotion, or is it to collect problem?
Lee Strong: This is actually from two ways, such as by players to be tested, such as a number of issues require players to achieve a certain degree online while before they can be exposed.
the other hand, early Chinese online game companies are mostly from the overseas agency to operate a number of products, these products some of which have operations in more mature foreign products. then again closed beta and open beta through a series of steps, which, it is inevitable with a propaganda purpose.
after listening to a Mr. Li Riqiang explain the operation After the players are not the same as the operator has to know it? Next, we go to the Netease company Customer Service is our most familiar with, but also the greatest exposure to the duties of a game company, you can probably work a general customer service functions under?
Zhang: Customer scope of work includes four main points: the game, forums, area, and Tel. the game is divided into two parts both online and offline, online is our online player known as GM, but some of the line was mainly through a number of tools to view the players in the game remarks. forum Main is the daily management and maintenance, because we want to give the player to create a harmonious and friendly atmosphere, so we are players in the forum as a moderator, Netease staff only play an auxiliary role. As for the area and telephone, the main the player is used to solve the problem, collect suggestions and BUG.
17173: Customer Service hours of work so how is it like?
Zhang: As the special nature of service work, customer service and general working hours of different work must be 24 hours a day there are people in the gang. the current common practice is divided into three flights, 8 hours per shift. specific frequency beginning in the morning 8:30 to 4 pm, and then the next class in the evening of 12 points are more difficult evening, from 0:00 to 8:30 am of the.
17173: Comparison of three shifts working really hard, then generally speaking, customer service every day how much the player will need to take telephone and dealing with the views of many players do?
Zhang: This is not a very accurate statistics, on average, at about 700 a day, of which about 300 is the telephone problem, deal with the problem more than 400 of the area. The forum moderators because it is processed to the players, we have no specific statistics on the number.
17173: the current ?
Zhang: At present the stage, although carried out before the closed beta, but there are some problems during the closed beta was not found out, the beta players are still very enthusiastic to help us identify these BUG, and also made a lot of these problems recommendations. we usually collect these recommendations, a unified development department transferred.
17173: Many players often respond well to play some games customer service phone, then according to your experience, general customer service phone is when the peak hours?
Zhang: In general, at noon, around 16:00, 20:00 after several periods of time, is a relatively busy time, players should try to avoid calling the hotline at these peak hours in order to We can provide you better customer service.
17173: on the website, we can often hear some of the players complained that the customer can not solve the problem, the answer is always to meet the fixed player. then work on Customer Service process is kind of how it?
Zhang: On the issue of processing is generally the case, we first have to be a problem to collect, the collection is through the hotline, forums have mentioned a few channels. in the collection, the customer will conduct a preliminary assessment, the classification of various issues. If the game BUG type of problems, we will log on to verify the game to see players reported BUG really exist. in the Problem Determination and classification, we will be using a tool to direct the matter to the development of these sectors. by the development department to confirm once again on these issues, if re-confirmation, then the programmer will be in accordance with the importance of these issues were scheduled, and one by one to the amendment. and we get the confirmation process, will bring this information back to the player. some of the problems is relatively simple, we may be able to submit questions to deal with the day to complete and give the player back. But sometimes response of the players to the program and other departments involved in the changes, so will need more time.
17173: Customer Service there is a lot of players to discuss jobs that GM, in the eyes of some players , GM is the incarnation of God in the game they are omnipotent, but there are many players use their right to blame GM for personal gain, then the GM really is such a position with unlimited powers?
Zhang: First of all GM The working definition is a defender of the game environment, managers, coordinators, and a handler. time dealing with player issues, he first is based on GM and the players code of the relevant provisions of the Code, and not according to their own personal non-judgment. players and broad scope of the Code, there is no way one by one note, usually we often include some of the problems encountered when the player name with indecent words, in the game involves some political speech aspects as well as foul language, etc., found that the circumstances of the time, GM will be advice and management. The GM Code, the core idea is to ask the GM to achieve fair and equitable and in the game does not make any action against the players, that is, We are called to regulate the behavior of GM. First in the recruitment, we will first understand the character of candidates and the professionalism, the second point, when working in the GM, the company giving them permission to work is only a privilege, and not there is a change of permissions. At the same time, GM's conduct all the work, the company is recorded, we will regularly appraise the work of the GM. If a player appears in the game to see the GM and other players have some interaction behavior, he suspected that the GM has to make violations of the Code of the things GM, can be reported, all of our players will report to verify the information. in the company and the player under the dual supervision, in order not to make things illegal was found to be impossible.
17173: there is a problem of great concern is the player that account stolen, and now many players in the game into more and more, so the account is more and more security issues concern and the players often after being stolen in the account for game makers and the public security organs with the help of both, then the player after being stolen in the account should be more accurate to how to do it?
Zhang: First of all we recommend that players, in the found their accounts stolen, the first time through the security code lock their account. and then notify us, we confirm the player's account is indeed lost, the will of the account items and characters in some protective action. Since we are not a law enforcement agency, so we can not meet players such as work.
Therefore, we suggest, the player locked his own account, the lower the possibility of their losses after the report promptly to the public security authorities and the public security authorities to apply for an investigation requires that we issue. Currently online games for the Virtual goods regulations in China is still not perfect, so the public security organs in some places can not be placed on file for online games, but the help we have been in parts of the public security organs cracked a number of hacking cases. We will further efforts to make security account, every effort to ensure the interests of the player.
completed operations and customer service in part of the interview, the whole network game development project to this end, after reading the whole topic, we are on the whole game Development had a better understanding of it? on attention and support the game, that will meet our original intention was made.
Surprised many players, operations and customer service so will be counted to the game developers to do this? It does not seem to belong to the two parts of the development department ah? Indeed, from the demarcation point of view, they do not plan to developers, but in fact they are very very closely with the network game development The. a computer game, not even the end of the development began operations, and in the course of operations, will continue to find new problems, while also continue to meet the player's desire to explore. In fact, in a sense, now online games market, continued follow-up whether the ability of the development of a game is whether the long-term success of a very important factor. and how to determine the direction of subsequent development? mainly rely on the market and the customer service staff to collect and feedback. < br> This time, 17,173 settled in Guangzhou NetEase week, when we have completed the development department, after the interview, granted to the market sector, and this time we would be for NetEase's online gaming division as director of Mr. Li Riqiang We explain when the ? your work operations What is the definition?
Lee Strong: a game, making only its initial development stage. a game, just like a baby, after the staff development department it was born out of a pregnant woman then, how is it growing, how can a healthy growth, which is operations needs to be done. how to provide services to enable players to enjoy the benefits of the fun of the game is not an easy thing.
operations contains a lot of parts, usually for players who understand the market it is only a part of operations. There are such as the erection and maintenance of servers, bandwidth availability, customer service, point card sales, channel development, market promotion, etc. aspects are covered in the online game operations duties within the scope.
marketers around the Internet cafes often to organize promotional activities
17173: We are a large range of players, there exists such a thought, like into the games industry, market sector is most likely not what professional skills, the threshold is low, as a senior operator, your idea of how the evaluation?
Lee Strong: First, I think not. development of department personnel, need to have art, procedural expertise, even if the player does not look badly in need of professional skills in the planning, actually requires considerable expertise. The market sector requires professional staff is also rude the above sections. to Netease company They should at least have some of the Journalism and Communication, the characters psychology, marketing knowledge, business and social knowledge, literary knowledge and language skills and a series of basic knowledge. If even the basic knowledge in these areas are not, it is very difficult to become A good marketing personnel.
17173: You mentioned a number of basic skills, so if you want to be a good marketing people, but also to what standard do?
Lee Strong: To be a good game marketing personnel, in addition to have some expertise, but also must have the point is that love of the game, without enthusiasm, it is impossible to do the same thing, but I believe the players on this point should not be a problem, but to maintain such a passion to is not an easy thing. In addition, he also need to have a flexible mind, divergent way of thinking, as well as a keen grasp of market trends.
17173: then as operations for , a game developed in the early and late, to do the work any different? same time, as operations officer, whether the development should have some knowledge of it?
Lee Strong: In fact, in my opinion, for the operations department that is not suitable for the development of early and late so to divide. online is different from the stand-alone game, once completion of the development after the end of development. online game development and operations personnel are parallel to each other during the work. Take reference, this is a long-term interactive process, a period that does not exist we do, and not a period.
As for the development of knowledge, of course, need to know some basic terms, marketers need to target customers to promote their products, if even the products themselves do not understand their own deep-seated some of the content, but also how to persuade others to do?
17173: We see the game on the market today, go through closed beta, open beta formal operational stage, etc., then the stage for the operational staff, the more the purpose of promotion, or is it to collect problem?
Lee Strong: This is actually from two ways, such as by players to be tested, such as a number of issues require players to achieve a certain degree online while before they can be exposed.
the other hand, early Chinese online game companies are mostly from the overseas agency to operate a number of products, these products some of which have operations in more mature foreign products. then again closed beta and open beta through a series of steps, which, it is inevitable with a propaganda purpose.
after listening to a Mr. Li Riqiang explain the operation After the players are not the same as the operator has to know it? Next, we go to the Netease company Customer Service is our most familiar with, but also the greatest exposure to the duties of a game company, you can probably work a general customer service functions under?
Zhang: Customer scope of work includes four main points: the game, forums, area, and Tel. the game is divided into two parts both online and offline, online is our online player known as GM, but some of the line was mainly through a number of tools to view the players in the game remarks. forum Main is the daily management and maintenance, because we want to give the player to create a harmonious and friendly atmosphere, so we are players in the forum as a moderator, Netease staff only play an auxiliary role. As for the area and telephone, the main the player is used to solve the problem, collect suggestions and BUG.
17173: Customer Service hours of work so how is it like?
Zhang: As the special nature of service work, customer service and general working hours of different work must be 24 hours a day there are people in the gang. the current common practice is divided into three flights, 8 hours per shift. specific frequency beginning in the morning 8:30 to 4 pm, and then the next class in the evening of 12 points are more difficult evening, from 0:00 to 8:30 am of the.
17173: Comparison of three shifts working really hard, then generally speaking, customer service every day how much the player will need to take telephone and dealing with the views of many players do?
Zhang: This is not a very accurate statistics, on average, at about 700 a day, of which about 300 is the telephone problem, deal with the problem more than 400 of the area. The forum moderators because it is processed to the players, we have no specific statistics on the number.
17173: the current ?
Zhang: At present the stage, although carried out before the closed beta, but there are some problems during the closed beta was not found out, the beta players are still very enthusiastic to help us identify these BUG, and also made a lot of these problems recommendations. we usually collect these recommendations, a unified development department transferred.
17173: Many players often respond well to play some games customer service phone, then according to your experience, general customer service phone is when the peak hours?
Zhang: In general, at noon, around 16:00, 20:00 after several periods of time, is a relatively busy time, players should try to avoid calling the hotline at these peak hours in order to We can provide you better customer service.
17173: on the website, we can often hear some of the players complained that the customer can not solve the problem, the answer is always to meet the fixed player. then work on Customer Service process is kind of how it?
Zhang: On the issue of processing is generally the case, we first have to be a problem to collect, the collection is through the hotline, forums have mentioned a few channels. in the collection, the customer will conduct a preliminary assessment, the classification of various issues. If the game BUG type of problems, we will log on to verify the game to see players reported BUG really exist. in the Problem Determination and classification, we will be using a tool to direct the matter to the development of these sectors. by the development department to confirm once again on these issues, if re-confirmation, then the programmer will be in accordance with the importance of these issues were scheduled, and one by one to the amendment. and we get the confirmation process, will bring this information back to the player. some of the problems is relatively simple, we may be able to submit questions to deal with the day to complete and give the player back. But sometimes response of the players to the program and other departments involved in the changes, so will need more time.
17173: Customer Service there is a lot of players to discuss jobs that GM, in the eyes of some players , GM is the incarnation of God in the game they are omnipotent, but there are many players use their right to blame GM for personal gain, then the GM really is such a position with unlimited powers?
Zhang: First of all GM The working definition is a defender of the game environment, managers, coordinators, and a handler. time dealing with player issues, he first is based on GM and the players code of the relevant provisions of the Code, and not according to their own personal non-judgment. players and broad scope of the Code, there is no way one by one note, usually we often include some of the problems encountered when the player name with indecent words, in the game involves some political speech aspects as well as foul language, etc., found that the circumstances of the time, GM will be advice and management. The GM Code, the core idea is to ask the GM to achieve fair and equitable and in the game does not make any action against the players, that is, We are called to regulate the behavior of GM. First in the recruitment, we will first understand the character of candidates and the professionalism, the second point, when working in the GM, the company giving them permission to work is only a privilege, and not there is a change of permissions. At the same time, GM's conduct all the work, the company is recorded, we will regularly appraise the work of the GM. If a player appears in the game to see the GM and other players have some interaction behavior, he suspected that the GM has to make violations of the Code of the things GM, can be reported, all of our players will report to verify the information. in the company and the player under the dual supervision, in order not to make things illegal was found to be impossible.
17173: there is a problem of great concern is the player that account stolen, and now many players in the game into more and more, so the account is more and more security issues concern and the players often after being stolen in the account for game makers and the public security organs with the help of both, then the player after being stolen in the account should be more accurate to how to do it?
Zhang: First of all we recommend that players, in the found their accounts stolen, the first time through the security code lock their account. and then notify us, we confirm the player's account is indeed lost, the will of the account items and characters in some protective action. Since we are not a law enforcement agency, so we can not meet players such as work.
Therefore, we suggest, the player locked his own account, the lower the possibility of their losses after the report promptly to the public security authorities and the public security authorities to apply for an investigation requires that we issue. Currently online games for the Virtual goods regulations in China is still not perfect, so the public security organs in some places can not be placed on file for online games, but the help we have been in parts of the public security organs cracked a number of hacking cases. We will further efforts to make security account, every effort to ensure the interests of the player.
completed operations and customer service in part of the interview, the whole network game development project to this end, after reading the whole topic, we are on the whole game Development had a better understanding of it? on attention and support the game, that will meet our original intention was made.
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