the insider tricks to customer care in social casino | thomas andreasen
TRANSCRIPT
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The Insider Tricks to Customer Care in Social Casino
Thomas AndreasenFounder & CGO
Playlab
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Todays Gameplan
• Background (Me and Playlab)• Our Social Casino Team Structure• Data Basics• CRM• Segments & Retargeting (Push,Email,Paid,Direct)• Create a Cash Cow• Predict the Future• Q&A
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Who the f””k are you?
• Name - Thomas Andreasen• Origin - Denmark• Age - 28• Cats - 4 • Achievements:
Founded Playlab and grew from 2 - 100 People.Spent 3.5m USD on UA
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Playlab • The 100 person indie developer• Started 2012 (HQ Thailand, Bangkok)• Acquired a Philippine studio in 2014• Raised 5m USD from Monks Hill Ventures in 2015• Mobile Game Dev and Publisher• 17 Nationalities
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Todays Topic
Billion Dollar Market VS
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Team Structure
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Data - Collect It All
• Ingredients Required
• Event Tracking Solution• Data Analyst• Developer• Community Manager• Lots of Coffee
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Understand it all!
• Data means nothing unless you have understanding• Self Awareness is key
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Our CRM
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Understanding your Users
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Now we have the Data - Now what?
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Building a Cash Machine
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Building a Cash Machine
• Bring back Paying Users that Churned (Segmentation)• Know their individual value(FX 4$ per active day)• Bring them Back (CRM > AdNetwork)• Cash In• Rinse and Repeat
Paying User
Churns the game
Segment 1$ Per
active day
Retargetting
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Segments & Retargeting
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Facebook Social Engagement & Retargeting• Page - Person
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Localisation
• Great but…. Novelty is key
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Personalisation - What’s your name?
• Same message except its personalized
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Version 2 of Playlab CRM
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Being the cool kid with Logistic Regression ModellingPredicting future value of our Users
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Heat Maps and Correlational data
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Scaling in todays Market
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Live Operations
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+ Giveaways…….
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Contact me here, Thanks
• Email: [email protected]• Linkedin: https://th.linkedin.com/in/thomasandreasen