Securing Community Engagement and Reputation

PlayFab chose AnswerHub for a flawless data migration and advanced community management capabilities.

Customer Details

Live games (LiveOps) backend platform

Business Results

Increased community questions by 50% and reduced moderation time

“The migration required very little back and forth, and we were able to quickly backfill posts that came in between the final import from Zendesk and our AnswerHub community going live.”

PlayFab needed to manage its highly technical audience and enable them to ask questions, find answers, and offer recommendations for future development work.

PlayFab’s new community would require strong moderation capabilities, including user permissions. Brendan Vanous, senior engineer, developer success at PlayFab, said, “We had a situation with a spammer that forced us to moderate every post in our Zendesk forums. This wasn’t sustainable, as it was extremely time-consuming.

“A permissions model was a top criterion when researching alternatives. Specifically, we wanted a reputation system that would enable us to only let vetted users bypass moderation.”

When considering community solutions, data migration was also a top criterion. PlayFab wanted to import all posts from the existing forum into its new community. Having experienced a painful migration with a previous provider, it was critical that data be imported accurately and quickly to ensure users never lost access to a community post.

The Business Challenge

PlayFab began the search for a solution that offered:

  • A Q&A system that also included ideation.
  • Efficient data migration from its existing Zendesk forum to the new community.
  • Advanced moderation to ensure only quality contributions are visible in the community.
  • Permissions to enable users with a set reputation score to publish content without the need for moderation.
  • Complete customization to meet the PlayFab look and feel.
  • Reporting to provide insight into community usage and member needs.

The Solution

After a full evaluation of other solutions, including Stack Overflow, PlayFab selected AnswerHub for its developer community. The decision was based on AnswerHub’s advanced community management capabilities and Devada’s experience in launching successful online communities.

Prior to launch, Vanous worked very closely with AnswerHub engineers to build the Zendesk importer and give the PlayFab team confidence that the data migration would be as quick and clean as possible. The data migration was a success and the new PlayFab community was launched in June 2016.

“The migration required very little back and forth and we were able to quickly backfill posts that came in between the final import from Zendesk and our AnswerHub community going live.”

Benefits

PlayFab has realized the following benefits with AnswerHub:

Quality contributions – Since launch, community questions have increased by 50%. Users can quickly and easily find Best Answers, answers selected by administrators or other users as the most authoritative and useful. In addition to Q&A, users can also contribute and upvote ideas for future development work. This creates a high level of engagement while also providing visibility into the needs and wants of PlayFab’s developer audience.

Advanced moderation – PlayFab effectively monitors user contributions to ensure only relevant content is visible to the community. “Before AnswerHub, we had to moderate every post to prevent spam. Now, only users with a set reputation score can bypass moderation and publish content directly to the site,” Vanous explained.

Successful data migration – The AnswerHub team worked hand-in-hand with PlayFab to import content from the existing Zendesk forum to the new AnswerHub community. “The end result of our data migration was fantastic,” stated Vanous. “The migration required very little back and forth, and we were able to quickly backfill posts that came in between the final import from Zendesk and our AnswerHub community going live.”

Community customization – Because AnswerHub is fully customizable, PlayFab is able to control the community’s look and feel. According to Vanous, AnswerHub’s customization has proven extremely valuable when modifying community branding. Using the AnswerHub template, he can easily edit the code and push the changes through GitHub to make them live in the community.