From Discord to Durable: Scaling Player Support and Community Without Burn Out
Podcasts
•
May 27, 2025
In this episode, we delve into the intricacies of scaling player experience in the gaming industry. Our guests, Heidi Christine, CMO at Pixels, and Conor McGinley, Customer Support Lead at Twin Harbor Interactive, share their expertise on building robust support systems, fostering vibrant communities, and leveraging automation to enhance player satisfaction.
🧠 Key Topics Covered
The importance of meeting players where they are
Transitioning from community platforms to structured support systems
Implementing smart automation in customer support
Empowering support teams for better player engagement
Recognizing the value of players' time and attention
⏱️ Episode Timestamps
00:00 – Introduction to the episode and guests
02:15 – Heidi discusses the role of community in player acquisition
10:30 – Conor explains the separation of community and support channels
18:45 – Strategies for implementing effective automation
27:00 – Empowering support teams beyond scripts
35:20 – Final thoughts on valuing player time and building trust
👥 About the Guests
Heidi Christine is the Chief Marketing Officer at Pixels, where she leverages her background in community building and customer support to drive player engagement and growth.
Conor McGinley leads the customer support team at Twin Harbor Interactive, focusing on optimizing support operations and enhancing the player experience through innovative solutions.
🔗 Resources and Mentions
📣 Call to Action
Enjoyed the episode? Subscribe to Player Driven on your favorite podcast platform and leave us a review.
🧠 Key Topics Covered
The importance of meeting players where they are
Transitioning from community platforms to structured support systems
Implementing smart automation in customer support
Empowering support teams for better player engagement
Recognizing the value of players' time and attention
⏱️ Episode Timestamps
00:00 – Introduction to the episode and guests
02:15 – Heidi discusses the role of community in player acquisition
10:30 – Conor explains the separation of community and support channels
18:45 – Strategies for implementing effective automation
27:00 – Empowering support teams beyond scripts
35:20 – Final thoughts on valuing player time and building trust
👥 About the Guests
Heidi Christine is the Chief Marketing Officer at Pixels, where she leverages her background in community building and customer support to drive player engagement and growth.
Conor McGinley leads the customer support team at Twin Harbor Interactive, focusing on optimizing support operations and enhancing the player experience through innovative solutions.
🔗 Resources and Mentions
📣 Call to Action
Enjoyed the episode? Subscribe to Player Driven on your favorite podcast platform and leave us a review.
🧠 Key Topics Covered
The importance of meeting players where they are
Transitioning from community platforms to structured support systems
Implementing smart automation in customer support
Empowering support teams for better player engagement
Recognizing the value of players' time and attention
⏱️ Episode Timestamps
00:00 – Introduction to the episode and guests
02:15 – Heidi discusses the role of community in player acquisition
10:30 – Conor explains the separation of community and support channels
18:45 – Strategies for implementing effective automation
27:00 – Empowering support teams beyond scripts
35:20 – Final thoughts on valuing player time and building trust
👥 About the Guests
Heidi Christine is the Chief Marketing Officer at Pixels, where she leverages her background in community building and customer support to drive player engagement and growth.
Conor McGinley leads the customer support team at Twin Harbor Interactive, focusing on optimizing support operations and enhancing the player experience through innovative solutions.
🔗 Resources and Mentions
📣 Call to Action
Enjoyed the episode? Subscribe to Player Driven on your favorite podcast platform and leave us a review.
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