Generation Zero
Generation Zero is a stealth-action shooter where you wage guerilla warfare against lethal mechanical enemies. Explore a vast open world map inspired by the Swedish Cold War era, take part in the resistance alone or with up to three friends in seamless co-op.
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.
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Game
Generation Zero -
Release date
March 2019 -
Developer
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Publisher
The Challenge
Generation Zero is a technically demanding open-world survival shooter, and it was one of several Avalanche Studios Group titles our team supported.
Agents needed deep knowledge of the game, and many issues around hardware, performance and the Apex engine needed developer input.
Regular updates brought big jumps in ticket volume, and a thin help centre meant players opened tickets for problems they could have solved on their own.
Our Solution
Specialist agents: agents focused on a maximum of two games each, with at least two agents per game, building real expertise without gaps in cover.
Direct escalation: direct lines to the QA and development teams, plus a new process to escalate straight from Zendesk without disrupting the client’s own tools.
Early access to updates: advance sight of update timelines and content meant we were ready for every spike.
Revamped help centre: new and improved FAQ and troubleshooting articles helped players help 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: 76% → 93%
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Player satisfaction: 73% → 82%*
All of the client’s expectations were exceeded, with big improvements in both quality and response times.
*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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