OMGPOP - Get Satisfaction

CASE STUDY<br />

<strong>OMGPOP</strong><br />

Social Gaming company uses <strong>Get</strong> <strong>Satisfaction</strong> for Facebook to provide world-class<br />

customer service directly from the fan page.<br />

COMPANY PROFILE<br />

<strong>OMGPOP</strong> started in 2006 as the site<br />

iminlikewithyou and has been<br />

making real-time games ever since.<br />

Millions of members log in every day<br />

to play games, hang out in chat,<br />

share photos on Pictureclub and<br />

meet new friends. Every month, billions of virtual coins are<br />

spent on <strong>OMGPOP</strong> and every year they release at least 5 new<br />

games. <strong>OMGPOP</strong> has many widely-played games, including<br />

Balloono, Draw My Thing, and the popular Facebook game<br />

Cupcake Corner.<br />

The Challenge<br />

Since its inception, <strong>OMGPOP</strong> has grown its user base to over<br />

8,000,000 members. At the same time, they have launched<br />

over 20 games. Before implementing a <strong>Get</strong> <strong>Satisfaction</strong><br />

customer community, <strong>OMGPOP</strong> faced two support challenges:<br />

a large user base and the inability to provide support without<br />

making their Facebook game players leave Facebook. In<br />

addition, the <strong>OMGPOP</strong> team wanted a place for their<br />

enthusiastic members to share ideas and feedback with game<br />

developers.<br />

To address the growing number of support tickets, <strong>OMGPOP</strong><br />

needed a scalable solution. While the hundreds of emails a day<br />

could have been addressed by growing the support team<br />

exponentially, <strong>OMGPOP</strong> saw an opportunity to leverage their<br />

community to fulfill their increasing support needs. “<strong>OMGPOP</strong><br />

has a fanatical user base,” states Joseph Alminawi, <strong>OMGPOP</strong><br />

Community Manager. “They love our games and love talking<br />

about our games, so we wanted to give them a place to ask each<br />

other questions and suggest new games or features.”<br />

In addition, <strong>OMGPOP</strong> sought a solution that would allow them to<br />

integrate support into Facebook. <strong>OMGPOP</strong>’s newest Facebook<br />

game, Cupcake Corner, is immensely popular, with over 1.4<br />

million monthly active users since launching in August 2010. If a<br />

player has a question while playing the game, traditional<br />

support channels would force them to leave Facebook in order<br />

to ask it. “We don’t want our Cupcake Corner players to leave<br />

Facebook just because they have a question,” explains<br />

Alminawi. “So, we needed to find a way to seamlessly bring<br />

support into Facebook.”<br />

The Implementation<br />

<strong>OMGPOP</strong>’s Community Manager was able to configure and<br />

seed their <strong>Get</strong> <strong>Satisfaction</strong> community with content in a matter<br />

of hours. The company’s engineers were able to set up <strong>Get</strong><br />

<strong>Satisfaction</strong>’s FastPass within a few days, letting members sign<br />

into their community with the same credentials that they use to<br />

login to play a game. In <strong>OMGPOP</strong>’s case, this meant that users<br />

can easily participate in their <strong>Get</strong> <strong>Satisfaction</strong> customer<br />

community without the barrier of needing to create a new<br />

username and password.<br />

“We don’t want our Cupcake Corner<br />

players to leave Facebook just because<br />

they have a question. So, we needed to<br />

find a way to seamlessly bring support<br />

into Facebook.”<br />

Joseph Alminawi<br />

<strong>OMGPOP</strong> Community Manager<br />

To promote the community, <strong>OMGPOP</strong> uses <strong>Get</strong> <strong>Satisfaction</strong>’s<br />

Feedback Tab widget on every page of its website and links to<br />

the <strong>OMGPOP</strong> customer community on its Support page.<br />

<strong>OMGPOP</strong> also takes advantage of <strong>Get</strong> <strong>Satisfaction</strong>’s various<br />

integrations, including Zendesk and Facebook. With Zendesk<br />

integration, <strong>OMGPOP</strong> combined their <strong>Get</strong> <strong>Satisfaction</strong> public

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support community with Zendesk issue tracking and resolution<br />

software, delivering a single unified customer support<br />

experience. In addition, they implemented <strong>Get</strong> <strong>Satisfaction</strong> for<br />

Facebook, providing integrated support within the <strong>OMGPOP</strong><br />

and Cupcake Corner Facebook Pages. As a result, Cupcake<br />

Corner players can view the <strong>Get</strong> <strong>Satisfaction</strong> customer<br />

community without ever needing to leave Facebook.<br />

The Outcomes<br />

<strong>OMGPOP</strong>’s customer community receives over 130,000<br />

pageviews per month. Within 18 months of launching the<br />

community, over 16,400 topics had been posted by almost<br />

14,000 people. This incredible level of activity has offset<br />

inbound support tickets: before <strong>Get</strong> <strong>Satisfaction</strong>, <strong>OMGPOP</strong> was<br />

receiving 150-200 support requests per day. After<br />

implementing a customer community, that number dropped to<br />

an average of less than 30 a day.<br />

“Using <strong>Get</strong> <strong>Satisfaction</strong> for Facebook<br />

means there is as little friction as<br />

possible for customers who want to<br />

submit a support request or idea. <strong>Get</strong><br />

<strong>Satisfaction</strong> for Facebook gives our<br />

customers a support mechanism right<br />

where they are.”<br />

Joseph Alminawi<br />

<strong>OMGPOP</strong> Community Manager<br />

In the case of Cupcake Corner, <strong>Get</strong> <strong>Satisfaction</strong> for Facebook<br />

has played a major role in driving traffic to the customer<br />

community: over 80% of <strong>Get</strong> <strong>Satisfaction</strong> traffic on Cupcake<br />

Corner’s customer community comes in through the Facebook<br />

Tab. “Using <strong>Get</strong> <strong>Satisfaction</strong> for Facebook means there is as<br />

little friction as possible for customers who want to submit a<br />

support request or idea,” states Alminawi. “<strong>Get</strong> <strong>Satisfaction</strong> for<br />

Facebook gives our customers a support mechanism right<br />

where they are.”<br />

<strong>OMGPOP</strong> uses <strong>Get</strong> <strong>Satisfaction</strong>’s Champions feature to<br />

leverage their community members in order to provide an<br />

outstanding customer experience. The “Champion” status is<br />

designed to acknowledge users who make a large contribution<br />

by responding to questions, for example, and filling an informal<br />

leadership role. Champion users have a badge overlay on their<br />

avatars that companies can create. “Features like Champions<br />

are an integral part of why we chose <strong>Get</strong> <strong>Satisfaction</strong>,” explains<br />

Alminawi. “Making a brand advocate a Champion makes them<br />

even more active and helpful.”<br />

<strong>OMGPOP</strong> currently has over 20 Champions, whom they choose<br />

based on number of responses, quality of responses as rated by<br />

other users, general knowledge of the product, and history of<br />

behavior. “We treat naming someone a Champion like hiring,”<br />

states Alminawi. All of <strong>OMGPOP</strong>’s official employees are located<br />

in New York City, but its Champions are scattered throughout the<br />

globe, ensuring quality support around the clock. “If there’s an<br />

influx of support questions at 2am my time, I can count on our<br />

Champions from around the world to help out,” states Alminawi.<br />

“That’s a level of support that no number of regular support<br />

employees could ensure.”<br />

In addition to helping each other out with support questions,<br />

<strong>OMGPOP</strong>’s <strong>Get</strong> <strong>Satisfaction</strong> community actively posts ideas and<br />

suggestions for product improvements. For example, one player<br />

requested the ability to appear invisible when logged into<br />

<strong>OMGPOP</strong> to avoid the distraction of chats popping up. Over 650<br />

people “liked” the idea and over 150 replied with specific<br />

suggestions for how the feature might look or function once<br />

implemented. Some even went so far as to post mock-ups of a<br />

revised page template that included the ability to change chat<br />

status. The <strong>OMGPOP</strong> team changed the status of the idea thread<br />

to “under consideration” to let enthusiastic players know they<br />

were listening, and within a year the capability had been<br />

developed.<br />

Numbers worth noticing:<br />

80% increase in community traffic<br />

since implementing <strong>Get</strong> <strong>Satisfaction</strong> for<br />

Facebook<br />

80% decrease in daily support<br />

requests<br />

130,000 pageviews/month<br />

16,400 topics posted<br />

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<strong>Get</strong> <strong>Satisfaction</strong> communities are available at www.getsatisfaction.com<br />

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San Francisco, CA 94107<br />

(877) 339-3997 Toll-Free<br />

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