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Spotlight: What Pokemon GO Can Teach Us About Crowdsourced Support

Bryan Brennan
By Bryan Brennan on Aug 9, 2016 9:58:54 AM

Pokemon GO is the fastest growing mobile app to date, surpassing Twitter in daily users (21 million) in its first week and overtaking Facebook with daily average engagement (33 minutes, 21 seconds) in its second week. With this in mind I went out into the field to see what the buzz around Pokemon GO was really all about and how players are getting support for issues that occur inside of the game.

With "self-service" becoming more popular amongst games, where do players turn for commonly asked questions, issues, etc.? How can a company truly handle the volumes of complaints on a game that is super popular? We asked the gamers themselves...

Read on for the transcript, or watch the video below. 

Read below for a transcript, or watch the video above. 

Bryan

What's the most popular thing on your cellphone these days? Watch out Facebook and Twitter, Pokemon is back and more addictive then ever. In it's first week Pokemon Go surpassed Twitter in daily usage and by it's second week Pokemon Go overtook Facebook for daily average engagement. Parks are flooded with players hoping to catch a rare Pokemon.

Bryan

How long have you been playing the game for?

Gamer(s)

I'd be playing the game since it came out.

Bryan

Since it came out?

Gamer(s)

Yeah.

Bryan

How many of your friends are?

Gamer(s)

All of them.

Bryan

Every single one of them?

Gamer(s)

Every single one of my friends. If they don't have it I'll tell them to download it and they will download it.

Bryan

Why's that? Why?

Gamer(s)

The game is so good.

Bryan

One of the biggest things I was reading online is it has a lot of issues. How many times have you had an issue in your two weeks of playing?

Gamer(s)

In total like 100 times. It just crashes. Sometimes the Pokemon doesn't even appear when you're trying to catch them. It just froze and I'm like, "Ah." I get mad. I get tight. I get really mad because this is a brand new Pokemon and you're trying to get it and it's just right there. It just crashed. You're like, "Oh my god."

Bryan

What's the one thing that everyone here has in common with the Pokemon game? It's not loading. The servers are down. Have you guys found a way to fix this? 

Gamer(s)

The update needs to come out. They need to fix the server.

Gamer(s)

They need to hurry up with this update.

Bryan

Was there a place online where you guys could find out this information?

Gamer(s)

Twitter. 

Gamer(s)

It's everywhere. Buzby does it.

Gamer(s)

Buzby 

Bryan

Is there a way, can you login if you're experiencing an issue with ... You can login like the MML website?

Gamer(s)

No you can't.

Bryan

You cannot at all?

Gamer(s)

You cannot at all.

Bryan

You guys ever go on a forum like does MML website have? Where do you search on Twitter to find?

Gamer(s)

I search Pokemon Go and nothing pops up. 

Bryan

Whatever's trending. I have a really funny video to show you guys. I searched the Pokemon Go hashtag. I couldn't even find any answers. It's moving too quickly.

Gamer(s)

That's why because of how many players there are.

Bryan

You were telling me about this time you saw an old lady playing the game?

Gamer(s)

Yes.

Bryan

You were saying what age groups were we talking about that old?

Gamer(s)

She was around 65-70 years old.

Bryan

You think she got a higher level then you?

Gamer(s)

I don't think so. Let's not go there.

Bryan

When she used to buy products there were instruction manuals. There's not a single instruction manual, how to guide, instructions, tips, anything like that inside the game?

Gamer(s)

Nope. It doesn't even teach you. You've got to teach yourself.

Bryan

Teach yourself or do what?

Gamer(s)

Ask friends. 

Gamer(s)

It's not even working. 

Bryan

I was sitting here playing. I want to know who's playing and who's not playing. Sitting around are those guys over there, they playing the game?

Gamer(s)

Yes they are. They even talking about it.

Bryan

They're even talking about it. There's two guys walking through the park playing a game. How about them? Are they playing the game?

Gamer(s)

Them? No.

Bryan

How about this guy on his phone right here? This older gentleman here?

Gamer(s)

He's probably playing because he's holding the phone like this and looking down touching the screen up. That's how you know they're playing the game.

Bryan

I'm good.

Gamer(s)

She's playing the game.

Bryan

She's playing the game over there too?

Gamer(s)

Definitely. They are playing the game. I've got to ask what's he ...

Bryan

He's got a quick question for you.

 

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