Call of the Wild: The Angler
The Angler is an open world fishing game that can be played solo or with friends. Discover and catch a wide variety of unique fish species, from common to rare, on your journey to become a master angler.
The fish might get away, but player questions shouldn’t. When Avalanche Studios Group needed support for its open-world fishing game, our Customer Support team cut response times from a week to a few hours.
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Game
Call of the Wild: The Angler -
Release date
August 2022 -
Developer
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Publisher
The Challenge
Call of the Wild: The Angler was one of five Avalanche Studios Group games we supported, which made it hard for agents to build deep knowledge of each title. It’s also a technically complex open-world game, built on Avalanche’s own Apex engine, so many player issues needed input from developers.
Every quarterly update brought a spike in tickets, and with few help centre articles available, players were opening tickets for problems they could have solved themselves.
Our Solution
Specialist agents: each agent worked on no more than two games, so they knew each title inside out, and every game had at least two agents so absences never caused disruption.
Direct escalation: we set up direct channels with the QA and development teams, and built a process to escalate issues straight from Zendesk without touching the client’s Jira.
Early access to updates: Avalanche shared update timelines and content in advance, so we were ready before each spike.
Revamped help centre: we wrote new FAQ articles and improved existing ones, so players could fix common issues themselves.
Services we provided
- Customer Support
- Community Management
The Outcome
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Response time: 7 days → 4 hours
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Quality score: 79% → 96%
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Player satisfaction: 75% → 85%*
The team didn’t just meet Avalanche’s expectations, it raised the bar on both quality and speed.
*CSAT reflects the full player experience, including issues outside the support team’s control.
Explore our success stories
Every game brings its own challenges. Here’s how our testers, linguists and support teams have helped studios of all sizes get it right.
Generation Zero
Fighting off killer robots is hard enough without waiting a week for help. For Avalanche Studios Group’s open-world shooter, our Customer Support team brought response times down from seven days to four hours.
Call of the Wild: The Angler
The fish might get away, but player questions shouldn’t. When Avalanche Studios Group needed support for its open-world fishing game, our Customer Support team cut response times from a week to a few hours.
theHunter: Call of the Wild
Nothing ruins a hunt like a support ticket going cold. Universally Speaking's Customer Support team kept theHunter: Call of the Wild's players in the field, not stuck waiting for answers.
Hollow Knight: Silksong
When a sequel's this anticipated and this secretive, how did Universally Speaking localise six languages for a simultaneous global launch without ever seeing the game?
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