Localisation
Helping players stay on target. Fast acting, reliable, and well informed support representatives keep your players playing. Count on US.
Fast. Human. Always On.
Great games live or die by how players feel once they hit “Play”.
We make sure every interaction builds trust, loyalty, and long-term engagement.
Universally Speaking goes beyond answering tickets. We design and run complete player support ecosystems, bringing player conversations from social media, Steam, Discord, and community platforms straight into your CRM as structured, actionable support tickets. Wherever players speak, we listen, capture, and respond seamlessly.
Built by gamers and powered by data, we select and configure the right CRM for you, hire top-tier talent, and create custom reporting and data pipelines tailored to your needs. From day-one launch chaos to long-term live operations, we turn player interactions into insight, clarity, and better player experiences.
A Helping Hand
Customer Support
We handle player enquiries with empathy, speed, and deep game knowledge. Our agents resolve issues, not just tickets. We offer multichannel support (email, chat, ticketing systems), across all ticket types (account, billing, technical, and gameplay issues), whenever you need us (live operations, launches, peaks, and crisis support). With multilingual teams trained on your game and tools, every response is clear, on-brand, and player-friendly. No scripts. No robotic replies.
Community Management & Moderation
Your community is an extension of your game. We help it thrive through proactive moderation across forums, Discord, and social platforms, enforcing community guidelines with consistency and care. We've proven time and again we can de-escalate, handle conflict, and protect players, creating direct feedback loops to dev, QA, and community teams. We keep conversations constructive, inclusive, and aligned with your values.
Social Media & Content Management
Players expect brands to show up and engage, not broadcast. Through social media monitoring and player interaction, using community responses aligned with tone and brand voice we help build those connections. In close co-ordination with marketing and community leads, we can provide specific content support during launches, updates, and live events. We help you stay visible, responsive, and authentic across every channel.
Sentiment Analysis & Analytics
Every ticket, post, and comment tells a story. We turn that noise into clarity. Real-time sentiment tracking across support and community channels, paired with trend analysis and recurring issue detection allows you to stay on top of your communties views, reactions and needs. We turn analysis into actionable reports for production, QA, and live ops teams, providing data-driven recommendations to improve player experience. You don’t just hear your players. You understand them.
Community By The Numbers
Our performance is driven by the metrics that matter most to customer experience. We monitor Queue Wait Time (QWT) to ensure rapid access to support, track Customer Satisfaction (CSAT) and analyze the data behind every rating to understand and address the root causes of dissatisfaction. We measure our Quality to maintain consistently high standards in every interaction, and optimize Resolution Time so your issues are handled quickly and completely.
QWT VIP <5 mins
QWT Standard 15 mins
CSAT 85%
Quality 95%
Resolution Time 18 hours
Be Present. Be Relevant. Be Heard.
Through our data driven approach, we set targets that increase over time. We are always refining our processes to ensure robustness, and invest in ongoing training to raise standards, deliver consistent results, and create an ever-improving support experience.
10M
Million Players
200K+
Reviews
150K+
Tickets Processed
Healthy Communities Don’t Happen by Accident
They’re built through consistent, high-quality customer support that people can rely on.
Our mission is to deliver market-leading customer service powered by maximum flexibility, cutting-edge technology, and a data-driven approach using insights from every interaction to continuously optimize support and create responsive, thriving communities.
Case studies
Explore our projects and how we’ve helped studios of all sizes solve complex QA challenges. From high-volume global launches to genre-defining indie titles, these are the stories behind the pixels.
CyberPunk 2077: Switch 1 Port
Aliquam risus magna, dictum eu arcu eget, vulputate dignissim elit. Nullafacilisi. Quisque pharetra elit sed consectetur rhoncus.
Remastering a AAA Classic
When the title is a remake of a much acclaimed AAA classic, how do you do justice to the source material moving into new languages? Easy, you call US.
CyberPunk 2077: Switch 1 Port
Interested in working with US?
We’re here to help you deliver world-class Play Testing support. Let’s talk about how we can work together.
Frequently asked questions
What services does Universally Speaking offer?
We are a multi-service provider for the gaming industry. Our core services include Functional & Compliance Quality Assurance (QA), Localisation (Translation), Localisation QA (LQA), Customer Support, Audio services, and Playtesting. We support games from pre-alpha through to Live Ops.
Do you work with Indie studios as well as AAA developers?
Absolutely. We scale our teams to fit the size and budget of your project. Whether you are a solo developer working on your debut indie title or a major studio preparing a global AAA launch, we tailor our support to meet your specific needs.
How do you handle project security and confidentiality?
Security is paramount at Universally Speaking. We adhere to strict data protection protocols and NDAs to ensure your pre-release content, assets, and code are kept entirely secure and confidential throughout our partnership.
Can you integrate with our existing workflows and tools?
Yes. We pride ourselves on flexibility. Whether you use Jira, Slack, Trello, or proprietary internal tools, our teams (including our embedded staff) adapt to your preferred platforms and communication channels to become a seamless extension of your studio.
How do I get a quote for my project?
Getting started is easy. Simply click the "Get in touch" button or visit our Contact Us page. Let us know a little about your project, which services you require (QA, Localisation, Customer Support etc.), and our team will get back to you to discuss a tailored solution.