Case Study: How to Build Community and Increase User Retention



In the Spring of 2014, Fincon, the creators of Hello Hero, came to us with a problem. They had a huge following, but wanted to improve their game community in the United States. Over the course of two months, Latis Global and Fincon teamed up to reinvigorate their state-side community management program with fantastic results.

One of the reasons we started this blog in the first place is to share information with you so that you can make your games more successful, wherever you launch. Today we are happy to share the first of many case studies and e-books with you. All we ask is that you sign-up to our mailing list and we will provide you with a link to our free case study where you can find out how Latis Global and Fincon teamed up and improved user retention rates by nearly 60%.

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Game Community Management: How Latis and Fincon Revamped Hello Hero


What’s the secret to increasing user retention by nearly 60%? If you’re Fincon, creators of the Korean hit Hello Hero, the answer is: a little Latis muscle.

Over the last two months Latis and Fincon have worked together to revitalize the company’s Western user base. Together, we turned stagnating channels into vibrant places for users to gather, chat, and expand the Fincon brand.

The results speak for themselves:

  • 215% increase in forum users
  • ~960 topics, 8,560 posts
  • 58.97% increase in 20-day retention


Here are the tips we used to help Hello Hero’s Western community thrive.

Performing Community First-Aid




You can’t fix your community problems if you don’t first analyze them. Before throwing content at your wall to see what sticks, take stock of the current situation. Where are the majority of your community members hanging out? What problems are you facing in reaching them? They might not like the community content you are trying, or you may not be hitting the right channels. Identify these problems before you try fixing anything.


Now that you’ve identified what problems you have, you can start drafting solutions. Ask yourself:  what roadblocks can be removed? How can we add more channels? If you have an active Facebook, but a weak Twitter, consider bolstering your daily tweets. If you already have an official forum, look for other online communities, such as Toucharcade, where you can build a presence.


Once you’ve figured out what channels you’ll be focusing on, start growing your community. Engage with them daily, and remember that creating fans is more important than creating users.

Manage Your Channels



Official forums offer a chance to give your game, and your company brand, a personality. Your community manager should be a leader. In Fincon’s case, this was Fincon_Milo. This leader will not only give a voice and personality to the company, but they will reach out to hire and manage moderators, and push content consistently.

*Tip: pay your moderators with in-game currency and have them help you create and manage your forums.*

Facebook, Twitter, and Google+ are great places to encourage engagement with contests, memes, and other jokes. Remember to target your posts by language, and to actively respond to comments. You should be part of silly, trivial conversation, not just a microphone for content.

Let your fans contribute

Making your fans feel appreciated is the true cornerstone of community management. Bring them into the game by giving them a sense of ownership. For Hello Hero, this meant addressing the community as “Guardians” rather than users.

Sharing your resources and artwork to allow your community to be creative is another great way to foster loyalty and fun with your user base.

Whatever channels you decide to use, always remember: love your fans, and they will love you!

Your Turn

Have you had any experience with community management? What strategies did you use to make it work? Leave a comment and let us know! As always, remember to follow us on Twitter and Facebook!