I would not separate the three out actually, as a customer who can download a game OTA can almost certainly then use data services for multiplayer gaming.
...this is not an absolute rule - for example, Vodafone UK contract customers cannot access GPRS via a java application, while PrePay customers can as the Java application makes a data access via TCP/IP, and not via the WAP Gateway - and Voda blocks this for some reason.
So, the question is - what level of support will be needed based on the following scenarios
1. Data not supported on handset/network account
2. Customer not understanding how to download application / find application after download
3. Network problems / blocking
All of these can be significantly reduced by offering excellent instructions on your download platform/web site. Offer screenshots and clear, easy to understand instructions.
Assuming worst case scenario - that there are lots of problems and 10% of customers fail to download the files - you can expect that 1% will actually contact you for assistance - a surprisingly high number just get annoyed and don't bother again (which is a pity for the entire industry)
The better the instruction guides, then the fewer calls you will get.
---------- Original Message ----------
FROM: William Volk <bvolk@bonusmobile.com>
TO: Keitai List <KEITAI-L@appelsiini.net>
DATE: Fri, 08 Apr 2005 14:47:56 -0700
SUBJECT: (keitai-l) Support Staffing for Mobile Software
Does anyone have a good idea on staffing projections for mobile software
support?
If I sell 100k units of a software title in a month ... what is a good
estimate of the number of support calls I can expect for:
1. A standalone game.
2. A game that accesses the network, i.e. to download new images or text.
3. Full on multiplayer game.
[ excessive quoting removed by moderator ]
Received on Mon Apr 11 11:22:19 2005