Jordan Koruntoff

PokerStars VR – Community Management

Pokerstars VR is a casino and poker game that launched on November 8th, 2018 – the game rebranded to Vegas Infinite around 2024.

Overview

On PokerStars VR, I was a community manager. My duties included:

  • Monitoring In-Game, Discord, Twitter, Facebook, Steam, Youtube, and the app store for player concerns, feedback, and overall player sentiment
  • Developing player events both in-game and through Discord that would delight our players and generate increased KPI’s
  • Revamping the social media platforms to utilize best practices
  • Creating scripts and filming content for our Youtube channel
  • Training support staff

Overall, I spent my time between interacting and managing the community, creating new events, and improving the existing social media platforms.

You can find some of my initial community engagement and growth proposals in the link below

Oculus Store Review Score

One of my contributions during my time was significantly increasing our review score on the Oculus Store from 3.5—>4.2

To increase the review score I focused on a couple things – identify any key issues, propose new ideas that could generate positive reviews, and see if our competitors were utilizing any best practices that we should look to implement.

After my review I observed that the key issues to solve were:

  1. banned users that were under 18 (PokerStars VR is a 18+ game as such any users found to be under 18 were immediately banned)
    • Worked with Oculus support to remove negative reviews based on being banned due to underage
    • We saw a significant amount of 1* reviews vanish after this
  2. installation issues
    • Worked with our support team to create a unique zendesk link that allowed support staff to see the originating negative review
    • Once we resolved the issue for them, support staff asked if they would consider changing their review
    • Results for this was not as good as expected but did see a decent amount of 1-2* reviews become 4* reviews after we resolved their issue
  3. negative player sentiment around the game being “rigged”.
    • Unfortunately once players had a view of the game “cheating” them, they refused evidence to the contrary
    • we eventually decided these reviews were an acceptable cost of running a simulated casino as a free to play game.

On top of dealing with the key issues, I also proposed a new piece of content that brought us to the finish line – a review incentive.

We developed a new gated piece of content that was available to all users after they left a review and the results were impressive and immediate.

The full review breakdown I put together at the time can be found in the link below