Post on 18-Aug-2015
Top gaming apps trust Helpshift to retain more players
Hay Day Boom Beach Racing Rivals Deer Hunter High School Story Family Guy
Customer Service Platform for Mobile Games
devices1B+ 5B+ 2M+
Installed on
Helpshift this week
events
Serving
conversations
Powering
Available on all major platformsHelpshift SDK supports all major mobile platforms and has feature parity between the platforms.
IN MARCH 2015
HELPSHIFT POWERED GAMES HAD
145,854,012 ACTIVE PLAYERS
16,784,402PLAYERS SEEKING HELP
Why is in-game support important?
11.5% of players are looking for help inside the game
HOW IN-GAME
SUPPORT WORKS
Making it easy for players to contact support without leaving the game.
Helpshift powered games see up to 11.5% of players engage with in-game support.
In-game communication delivers higher player engagement
Users Self-served22%
EmailSource: Mailchimp
67%
Avg. Open Rates
In-App
Players are 3x more likely to engage with in-game communication compared to email
Support players at scale with in-game Knowledge CenterHelp players find answers to common questions and self-serve, without contacting support.
Users Self-served
FAQs Read
9,220,471 (54.9%)
(9.02%)
55% of players self-served searching native in-game FAQs
Opened Help
16,784,402
Issues Reported
1,515,273
Communicate with your players in their native language
Users Self-served
Helpshift is fully localized and supports in-game FAQs in 34 languages
Increase agent efficiency with 70% faster resolution times
Users Self-served
Helpshift automatically tracks real-time player, device and diagnostic data
Device data is embedded in every ticket saving valuable time and allowing agents to quickly diagnose any device specific issues and report to the engineers.
Custom data can track the exact dollars spent in the game, enabling support teams to provide priority service based on player spend.
Customer support teams using Helpshift, report a 80% increase in number of tickets resolved per agent per day.
Helpshift Agent Dashboard
A QUICK OVERVIEW OF HELPSHIFT
AGENT DASHBOARD
Helpshift dashboard increases support agents' efficiency by upto 70% through enhanced agent workflows and automations.
80%lower customer support and management costs
50%reduction in 'contact-rate'
70%faster ticket resolution times
95%ticket deflection
F2P games, reported the following results after 90 days of implementing Helpshift
F2P, games delivered better customer satisfaction in 3 months of using Helpshift
72%
Players found in-game FAQs to be helpful
68%
Players reported being highly
satisfied with in-game support
89%
Players saw an increase
in-game purchases
Helpshift enables customer support to drive higher LTVs and affect player retention
LEGACY E-MAIL SUPPORT HELPSHIFT
Online FAQs opens in a browser taking players outside the game
Email is out of channel and does not bring players back to the game
Lack of device information leads to delayed and longer ticket resolution times
All players are same; No prioritization
In-game FAQs promote self-service + available in players’ native language
Have a conversation with the support team, in-game Player Retention
All device info available for agents Efficiency
Player spend captured in real-time, allowing agents to prioritize ‘Whales’ over free players
vs
Customer Service Platform for Mobile Games
Contact Ussales@helpshift.com
+1 415-802-1352