Tony Won has a long career as a leading player support specialist in the gaming industry. Previously he was the head of player support at Riot Games and Epic Games - responsible for supporting titles such as Fortnite. He is usually based in Austin, Texas, but joined the CX Files from sabbbatical leave in South Korea.
Tony has argued on LinkedIn that player support is a different process to traditional customer service - the player is not always right to start with. In this discussion he talks about why player support is different and what other industries can learn from gaming.
https://www.linkedin.com/in/tonywon1980/
