Meet Yaenara - Arkheim's Customer Service

Ever wondered how a game like Arkheim - Realms at War is made? What is the journey of an idea before it makes it to the game? How are bugs being fixed? Who creates the beautiful images? How do we keep players entertained? And - who are the human beings behind this project? The Arkheim - Realms at War Team invites you to take a peek behind the scenes. Today we want you to meet Customer Service Yaenara!

Hi Yaenara. First of all, tell us something about yourself. What is your background and how did you end up in the Arkheim Team?
Hello! I’m Yaenara, the Customer Service Representative for English language. I’ve been part of Travian Games for more than 10 years - my first few years as a volunteer and afterwards taking up roles in Customer Service and Community Management, working remotely. My role in Arkheim came as a great surprise. I wished to work for this game very much, because I love it!

I’m not a hardcore gamer (although my ambition usually takes me high up in rankings) and I am not that great with calculus... but what I’m sure of is that I’m great in leadership roles, telling stories, listening and helping fellow warriors, and having a good time while playing a game. I’m the type of player that my team can always count on.

Do you prefer Elves or Dwarves?
In Arkheim, I chose Elves at first, because I loved these creatures for as long as I can remember. Here in Arkheim, Dwarves also fascinated me with their incredible town graphics and funny Warlords names. I’ll be switching between both races as the rounds go by to learn as much as I can about them.

How would you describe your role in the Arkheim Team?
I’m in direct contact with our players through the Help Center. I respond to all the questions, concerns, bug reports, ideas, feedback, complaints etc. that our players send to Support in English. Fair-play is very important. I will supervise the game and make sure all players follow the game rules. Apart from that, I’m writing a few articles for Arkheim’s Knowledge Base, which I hope players will find useful.

What is the toughest support case you've ever had?
I cannot mention a case that could be considered ‘the toughest’ during my time in Customer Service, but in general, it’s tough when a player says that Support does not want to help them or that we don’t care about them as players. I’m a gamer too (as are the entire team) and I know that any issue you’re experiencing is affecting your game. And I live by this saying: “Treat others the same way you would like to be treated”. I promise that I’ll do my best to help you when you contact Support!

Tell us, what's the most pleasant, and what the most challenging aspect of your role?
It’s great to receive feedback from players that say they love the game and are thankful for the help I provided. I’m happy to help. The challenging aspect could be that I need to always be up to date with everything about Arkheim - internal and external information, in order to assist players as best as possible. But when you do something with passion and care, the results will always be good.

Do you play Arkheim yourself? Any recommendations for beginners?
Yes. I’ve played it since the Alpha version and I immediately loved it, even though it only had basic features developed at that time. I’m looking forward to the new game round! It is said that true warriors are born, but I say they’re also made. You just need to have faith, be eager to become better, and... read a bit more. Therefore, if you are reading this as a beginner, I recommend you to check the in-game hints, because they are very helpful. Have a look at our Knowledge Base (Help Center) - it will give you an overview about the most important aspects of the game. Help your realm, and learn together and from them. You can learn from your enemies as well, or other players, so keep an eye on the general chat and forum. You will be surprised how many players are happy to share their wisdom and help others.
And... when you find yourself in troubled waters, keep in mind that you can send me a message at Support anytime.

And lastly, do you have a message for our readers out there?
Please continue to support Arkheim! Our team is working constantly to improve it, and your feedback is really helpful. Explore this magical land, participate in great battles, and have fun! I wish you good luck in finding the most suited race and strategies for you, as well as fellow allies that share your vision in the battle. You will rise as a great warrior!

Do you have any more question for Yaenara? Let us know in the comments below!



    Comments 1

    • Always good to hear more about the people behind the screens. Thanks for that