“Our primary goal for player support was to keep our team size small in studio while still engaging with our ever-growing community on a global scale. Setting up a fully-fledged team would also provide essential data after updates when searching for bugs or other issues, which we needed. Another primary goal was to set up an international support website for future knowledge base articles and agents that knew the game inside and out. We definitely wanted a team that was passionate and knowledgeable, but also considerate with how questions were quickly resolved. We received thousands of support emails prior to working with 5CA and it was impossible to track or report them to the executive team. It was a mountain of important messages that we just couldn’t climb without a change in our process and strong leadership both internally and externally.”