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|Session Name:||Building Customer Support and Loyalty|
|Track / Format:||Production|
|Overview:||KIXEYE relies on its players coming back day after day, week after week and, remarkably in the social space, year after year. To maintain this kind of loyalty among our player base, CS agents needed the power to understand an individual player's gameplay experience, see their interactions with other players, and fix anything that gets in the way of players having fun. Jeremy will present postmortems from a customer support software perspective for three of KIXEYE's games: Battle Pirates, War Commander and VEGA Conflict. Our customer support software is called Monocle, and you'll learn about the architecture, our agile approach to rapid development, reliability lessons we've learned in production, and how you can build your own Monocle using free, open source components.|