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Addressing Exploit Abuse in 'EVE Online' with Customer Care

Speaker:

David Einarsson (Senior Project Lead, Player Experience, CCP Games)

Location: Room 2001, West Hall

Date: Thursday, March 22

Time: 10:00am - 11:00am

Pass Type: All Access, GDC Conference + Summits, GDC Conference - Get your pass now!

Topic: Business & Marketing, Production & Team Management

Format: Session

Vault Recording: Video

Audience Level: All

Investigating and addressing the impact of exploit abuse on the living universe of 'EVE Online' poses a unique and interesting challenge. This session covers CCP Games' handling of a recent impactful exploit and the many challenges entailed therein. The methodology of the investigation and lessons learned are covered in detail, with a focus on customer care. The struggle of finding a fair balance between rule enforcement and customer-centricity is a central theme of the session. Learn how, with honest and open communication, CCP managed to receive highly positive community sentiment from the players negatively affected by the punitive actions following the investigation. Be inspired to improve communication during conflict resolution for the benefit of your community. No prior knowledge of the game mechanics for 'EVE Online' is necessary to appreciate and enjoy the session.

Takeaway

Insight will be given into CCP Games' approach to rule enforcement and the positive effect customer care can have on conflict resolution. Attendees will learn how, with honest communication and by involving the customer directly in the solution, impacts of exploit abuse can be addressed with a positive community sentiment.

Intended Audience

The talk is targeted at developers and managers responsible for addressing potentially touchy, delicate and controversial topics. Any developer/position involved in directly communicating with customers can also benefit from this session. The lessons learned are relevant to any customer facing team, particularly player experience, customer service and community management teams.