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Top gaming apps trust Helpshift to retain more players Hay Day Boom Beach Racing Rivals Deer Hunter High School Story Family Guy Customer Se r vice Platform for Mobile Games
13

Helpshift Mobile Gaming Deck

Aug 18, 2015

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Keri Combs
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Page 1: Helpshift Mobile Gaming Deck

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

Page 2: Helpshift Mobile Gaming Deck

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.

Page 3: Helpshift Mobile Gaming Deck

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

Page 4: Helpshift Mobile Gaming Deck

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.

Page 5: Helpshift Mobile Gaming Deck

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

Page 6: Helpshift Mobile Gaming Deck

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

Page 7: Helpshift Mobile Gaming Deck

Communicate with your players in their native language

Users Self-served

Helpshift is fully localized and supports in-game FAQs in 34 languages

Page 8: Helpshift Mobile Gaming Deck

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.

Page 9: Helpshift Mobile Gaming Deck

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.

Page 10: Helpshift Mobile Gaming Deck

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

Page 11: Helpshift Mobile Gaming Deck

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

Page 12: Helpshift Mobile Gaming Deck

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

Page 13: Helpshift Mobile Gaming Deck

Customer Service Platform for Mobile Games

Contact [email protected]

+1 415-802-1352