Support: the unsung heroes of the MMO industry
At first glance, you'd think that designers, writers, and producers would be the people on any given development team that have the biggest potential effects on the experience of the player. After all, they're the ones who we're always trying to track down for interviews, and they're the faces we see at events and conventions. The truth of the matter, as many have realized over time, is that it's really a good support team that keeps players coming back and paying those subscription fees month after month. After all, MMOs are more services than they are products, so it's the quality of that service that really generates loyalty.
In the latest Dev Corner, John Erskine, NCsoft's Director for Studio Services, gives a rundown of the role support teams have played in the operation of Tabula Rasa. Though Tabula Rasa has taken some knocks for its lack of financial success, players keep coming back. Could it be because of the rave reviews players have given the support team? It's definitely not out of the question.
