Ansvery

BACKGROUND

Please describe your company and position.

I am the Producer of LTG

Describe what your company does in a single sentence.

LTG develops and publishes games for PC, consoles, web, and mobile platforms.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Ansvery to accomplish?

• Community management on discord and others social media
• Collecting and analyzing player feedback and requests
• Assisting with in-game event coordination

SOLUTION

How did you find Ansvery?

Referral

Why did you select Ansvery over others?

• High ratings
• Pricing fit our budget
• Good value for cost
• Referred to me

How many teammates from Ansvery were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The outsourced community management team is responsible for: Moderation of Discord, Steam and social media channels, including rule enforcement and communication support. Assistance with preparing patch notes and related announcements. Collection and systematization of community feedback into structured reports. Operational support for in-game events and activities. Key deliverables include moderation coverage, feedback summaries, patch note drafts, and event support.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Delivery of structured feedback summaries on a regular schedule (weekly reports).
• Time saving on preparation and publishing patch notes and announcements.
• Successful operational support for in-game events

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The team consistently delivers all assigned items on time and according to the agreed schedule. They are also proactive in pointing out potential issues and opportunities, which helps us address community needs more effectively.

What was your primary form of communication with Ansvery?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

What stands out the most is the team’s proactive approach — they don’t just execute assigned tasks but also point out potential issues or opportunities early. Another unique aspect is the structured way they collect and organize community feedback, which makes it much easier for us to translate player sentiment into actionable development priorities.

Are there any areas for improvement or something Ansvery could have done differently?

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BACKGROUND

Please describe your company and position.

I am the Customer Service Team Lead of LTG

Describe what your company does in a single sentence.

LTG is a publisher experimenting with variants of rebuilding and relaunching games. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Ansvery to accomplish?

• Customer Service team reinforcement
• Focusing in-house Customer Service's efforts on more complex players' requests

SOLUTION

How did you find Ansvery?

• Referral
• Past Experience

Why did you select Ansvery over others?

• High ratings
• Pricing fit our budget
• Good value for cost
• Referred to me

How many teammates from Ansvery were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Ansvery team has been hired to reinforce the in-house customer service during heavy workload period. Their primary responsibility is to process player requests on a daily basis, with a specific focus on handling first-line tickets that can be resolved using ready-made solutions. 

Key deliverables include:

1. Handling first-line tickets by addressing initial player inquiries, such as basic troubleshooting and frequently asked questions, using predefined solutions or standard operating procedures.

2. Alleviating workload pressure. By offloading routine tasks to Ansvery, the in-house team can focus on more complex tasks, leading to improved productivity and efficiency within the customer support department.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We were able to maintain CSAT at a high level during times of heavy workload compared to normal workload. Managed to speed up the first response time by almost 20 percent and increased overall SLA achievement by 3 percent. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The team was able to study the project and get to work almost immediately. They respond to tasks quickly and complete them exactly as required.

What was your primary form of communication with Ansvery?

Email or Messaging App

What did you find most impressive or unique about this company?

Quick studying of the project and getting to work, timely response to comments, successful independent search for a solution to the player's problem, and accurate execution of assigned tasks.

Are there any areas for improvement or something Ansvery could have done differently?

-

BACKGROUND

Please describe your company and position.

I am the Product Manager of a software company

Describe what your company does in a single sentence.

We reimagine the world of romance stories with our mobile and web apps

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Ansvery to accomplish?

• Give our users relatable support to improve connection with our users and increase app store ratings
• Collect user feedback to improve the app further

SOLUTION

How did you find Ansvery?

Referral

Why did you select Ansvery over others?

• High ratings
• Pricing fit our budget
• Good value for cost
• Referred to me

How many teammates from Ansvery were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

• Ansvery works with our user requests
• answers to all our app store reviews in App Store and Google Play
• and provides us with comprehensive request statistics so we can improve our product to reduce the volume of support requests.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

They helped us choose the best help desk option for us and set up all the necessary workflows. The entire system now allows for response time to be reduced by up to 12 times.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Once we spotted an opportunity to improve our support workflows, we always get the response without any delays, even faster than we expect. Ansvery provides us with a status summary twice a week and a full report once a month, it covers all our needs at the moment.

What was your primary form of communication with Ansvery?

Email or Messaging App

What did you find most impressive or unique about this company?

We like how they organize everything for productive work, suggest streamlined workflows and the most convenient solutions for our app.

Are there any areas for improvement or something Ansvery could have done differently?

Haven’t found any

BACKGROUND

Please describe your company and position.

I am the Chief Product Officer of Edvice

Describe what your company does in a single sentence.

We provide educational services for individuals and companies in the games industry

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Ansvery to accomplish?

• Provide quality support to our users

SOLUTION

How did you find Ansvery?

• Online Search
• Referral
• Recommendation

Why did you select Ansvery over others?

• High ratings
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

What was the size of Ansvery’s team?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

They helped us to choose a help desk and recommended the most suitable plan for us (so we wouldn’t overpay). They mapped the customer journey and tested the platform interface from the point of view of a consulting expert and a customer. Then they built the whole support system and incorporated our existing second line into it. Naturally, support agents responded to tickets and informed us about bugs. We also received detailed reports on customer feedback and on different types of queries.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Support agents responded to customer queries almost immediately and made our users’ life much easier. The style of conversation was very natural, no canned responses were used. So our customers enjoyed an absolutely personalized experience. 100% of tickets were assessed for quality.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Everything was clear, on point and on time, without unnecessary fuss. We could always reach them when we needed it

What was your primary form of communication with Ansvery?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

We appreciate that they always gave their feedback and made useful recommendations. The support system that their team built can easily be scaled if the ticket volume increases.

Are there any areas for improvement or something Ansvery could have done differently?

No, all good.

BACKGROUND

Please describe your company and your position there.

We are a game development studio with a focus on HTML5 technology.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Ansvery?

We approached Ansvery because we needed community management for two games. The main goal was to organize our facebook page to retain players in the community and prevent them from churning.

SOLUTION

How did you select this vendor and what were the deciding factors?

We selected the vendor based on recommendations from our team members and colleagues in the game industry.

Describe the project in detail and walk through the stages of the project.

The community management team basically started from scratch: they offered an overall strategy and created a content plan. They’ve done a great job with the references we provided, using them to form our community style. The team regularly created various types of posts with the help of graphics and video editors.

How many resources from the vendor's team worked with you, and what were their positions?

We worked and communicated with the project manager and content creators.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

The Ansvery team created and maintained a community that our players could enjoy and that enhanced their game experience. We think highly of their skills and general attitude.

How effective was the workflow between your team and theirs?

We appreciated the project manager’s proactivity based on his experience. The team delivered strategic plans of community development that accounted for further growth and scaling. We had constant contact with the manager while the workflow was being set up. We also received regular updates and progress reports.

What did you find most impressive or unique about this company?

The team understood quickly what we wanted and needed. They made the whole process easy and effortless for us. We also appreciated their sense of style.

Are there any areas for improvement or something they could have done differently?

The team satisfies all our demands. We had no complaints.

BACKGROUND

Please describe your company and your position there.

game studio, Team lead of customer support

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Ansvery?

1 tier of customer support for two of our games, handling tickets from several sources and replying to reviews in app stores.

SOLUTION

How did you select this firm and what were the deciding factors?

The company was selected by my predecessor and I'm not aware of the deciding factors.

Describe the project in detail and walk through their service package.

We have two games on Ios and Android, Ansvery handles incoming tickets for both and app store reviews for one of the projects. When we first began, our support was sinking in thousands of tickets per day, they helped us ride this wave and approach reasonable SLA metrics. We are currently using Helpshift for tickets and Asodesk for reviews, and our approx. numbers are around 20 thousand of requests per month.

How many resources from the vendor's team worked with you, and what were their positions?

Approximately 20 employees for each project, including agents, managers and qa.

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

Fine adjustment of agent replies to each player's needs, clear workflow of each and every ticket in our helpdesk, productive cooperation in questions regarding possible ways of improvement of our customer satisfaction.

How effective was the workflow between your team and theirs?

Agents and managers are exceptionally flexible, whenever we have a question, we can keep in touch with them.

What did you find most impressive or unique about this company?

We are impressed with how easily they come up with temporary workarounds when we don't have a ready solution just yet.

Are there any areas for improvement or something they could have done differently?

SLA metrics are not always met.

BACKGROUND

Please describe your company and your position there.

Project manager in afterglow. We are a secure social network for the community without judgment

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Ansvery, and what were your goals?

For in-app moderation, they serve as an important filter and help keep the community safe. Also for maintaining social networks and their moderation

SOLUTION

How did you select this vendor and what were the deciding factors?

I can’t say for sure, they were advised to my supervisor

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

The guys started to lead a community on instagram, facebook, pinterest, tiktok and discord when there were 500 people there. At the same time, they answered messages to the support in the mail. Helped to cover updates and solve technical problems for users. Created content for posts. Moreover, we collected feedback and suggestions for the app, which were later implemented. The community created a friendly atmosphere that continues to this day. when there were more messages to the support, we set up the crm-system for all needs. We also started moderating messages inside the app to remove harmful content inside the app. Subsequently, we also began to moderate the video.

Results:

• Facebook community increased from 500 to 4k+ people
• In discord from about 30 to 1k+
• The response time to messages to support does not exceed 24 hours

Tools:

• facebook business
• freshdesk
• internal admin panel
• tiktok
• pinterest
• discord analytics

How many resources from the vendor's team worked with you, and what were their positions?

Manager and 3 Moderators

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

It's nice to work with the guys. All the work regarding moderation is going well, the team is super by all criteria. Reports are provided weekly and everything is transparent

Describe their project management style, including communication tools and timeliness.

Communication is carried out using working messengers and weekly syncs. No complaints, everything is on time, soft and friendly

What did you find most impressive or unique about this company?

Team

Are there any areas for improvement or something they could have done differently?

Always turn on the camera on work calls, given the remote form

BACKGROUND

Please describe your company and your position there.

Game Insight is a developer and publisher of free-to-play mobile games and social-network games. My position is Head of customer support.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Ansvery?

Initially we hired Ansvery to build our overall support structure from scratch. Our goals were to get seamless service, set up proper workflows, and establish a two-way dialogue with our players

SOLUTION

How did you select Ansvery and what were the deciding factors?

We were attracted by Ansvery’s expert knowledge and their diversity since they were able to handle multiple projects. Their cost-effectiveness was another major factor that contributed to our decision.

Describe the project in detail and walk through the stages of the project.

Ansvery has worked with 19 Game Insight products since their launch, 5 of them with high DAU. They studied each game in detail, created a team, wrote manuals for agent training, created internal and external knowledge bases and kept them up to date, helped us select and set up our helpdesk.

They cleared the backlog, performed 24/7 multichannel support for our users, swiftly reacted to mass issues, took part in developing the support tone of voice, and established quality assurance protocols. They have also collected and organized user feedback, which contributed greatly to the development of the products.

They have worked under SLA and reduced response time considerably. Ansvery has used special services they developed to increase the team productivity and overall efficiency and allowed us to keep a team of the optimal size

How many resources from the Ansvery team worked with you, and what were their positions?

The Product Owner The Product Manager 30 Agents Customer Support Quality Assurance Specialist Education and Development Specialist

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Ansvery professionals meet all SLA and KPI targets introduced. They are able to build successful collaboration and assure user success and satisfaction.

How effective was the workflow between your team and theirs?

The Ansvery team communicates with our team via the messengers that we chose and that are convenient to us. We also chose the workflow, which Ansvery later optimized and perfected.

The management and the rest of the team often show great initiative and offer workable solutions that benefited the product. They always meet all the deadlines.

What did you find most impressive or unique about this company?

The way they study the project is rather impressive. And so is their ability to make up strategies that will play well when the game develops further.

They combine human excellence with technical tools and adapt the whole system to the clients' needs, which is remarkable.

Are there any areas for improvement or something they could have done differently?

No, we are completely satisfied with their work.

BACKGROUND

Please describe your company and position.

I am the Team Lead of Customer Support of an advertising & marketing company 

Describe what your company does in a single sentence.

Marketing company

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Ansvery to accomplish?

• to optimize and streamline our operational workflows, reducing the time spent on repetitive tasks to enhance overall productivity.
• to evaluate and elevate the quality of our support managers' interactions with clients, with the goal of increasing customer satisfaction and strengthening our brand reputation.

SOLUTION

How did you find Ansvery?

Online Search

Why did you select Ansvery over others?

• High ratings
• Great culture fit
• Good value for cost
• Company values aligned

Describe the scope of work in detail. Please include a summary of key deliverables.

Ansvery set up and customized a helpdesk system to make it easier for consultants to manage requests, simplified reporting, reviewed the workload to suggest better ways to distribute tasks, and helped create and organize a clear knowledge base.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The project led to automation of many processes, reducing manual workloads for managers and increasing their efficiency. This allowed them to take on new projects with the time saved. Additionally, the quality of responses improved, aligning with the standards developed in collaboration with the agency.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

At the start of the collaboration, a detailed project plan was established, and all tasks were completed within the agreed timelines. Progress and results were consistently documented and shared in our plan, ensuring full transparency. All processes and outcomes were discussed promptly, with feedback and suggestions addressed throughout the project.

What was your primary form of communication with Ansvery?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Our shared vision with Ansvery regarding the entire process made the collaboration smooth, enjoyable, and highly efficient. What impressed us most was their ability to deeply understand and adapt to our company’s specific needs and preferences, delivering solutions perfectly tailored to us.

Are there any areas for improvement or something Ansvery could have done differently?

We are very pleased with their service so far. If they continue to stay aligned with industry trends and advancements, we believe the quality and satisfaction will remain just as high.

BACKGROUND

Please describe your company and position.

I am the Chief Community Manager of Gameram

Describe what your company does in a single sentence.

Gameram is a social network for people who love playing games.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Ansvery to accomplish?

• We employ Ansvery to answer user requests and store reviews and to moderate user-generated content. The app is growing fast, and we need a professional assistance.

SOLUTION

How did you find Ansvery?

Referral

Why did you select Ansvery over others?

• Pricing fit our budget
• Good value for cost
• Referred to me
• Set moderator training processes

How many teammates from Ansvery were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Ansvery agents respond to user requests on different platforms. They’ve also updated our internal knowledge base and present us with daily reports on the number of user requests and moderation time. We also use Ansvery’s internal software to keep track of issues and fixes.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We can now scale our project quickly and seamlessly without worrying about where to get additional resources. We also enjoy clean-cut workflows and receive detailed reports that allow us to adjust our strategy.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Project manager is always just a call away and resolves everything swiftly.

What was your primary form of communication with Ansvery?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

We’ve got what we came for - efficient moderators who ask necessary questions and suggest solutions and improvements. We love how fast they got to grips with our project and how well they understand the specifics of our audience.

Are there any areas for improvement or something Ansvery could have done differently?

We haven’t been working with Ansvery for very long, but are extremely happy with the results.