HELP_Backtrace Webinar_Blog Banner_1440x574_L1R2


The modern customer support journey puts as much emphasis on providing users with a seamless experience as it does on resolving issues quickly from a cost-saving and operational efficiency perspective. To achieve both of these feats simultaneously in the gaming world requires that product and support teams have full visibility into as much player data as possible. 

In the first half of this webinar, Greg Posner, Helpshift Senior Partner Engineer and Vincent Lussenburg, Backtrace Technical Product Manager, explore the benefits of using next generation error reporting and support tools to extract data for engineers and support agents. In the second half, they launch a technical demo of Backtrace and Helpshift solutions to illustrate how they work together in a real-world scenario.

You can watch the full episode now on demand. In the meantime, here are some of the highlights:

1. Ensure that you have access to as much real-time data for your app as possible.

“We have a AAA game studio customer that had a launch recently and we captured 200 million error reports in a time span of 38 hours. The data was spiky, coming in from all over the world. That’s the kind of scalability, bandwidth, and real-time analysis you can expect with Backtrace. You’ll never be lagging behind during a launch.” – Vincent Lussenburg, Technical Product Manager, Backtrace

2. Automatically collect available information from a user’s device to speed issue resolution.

“With Helpshift, customer service agents can instantly collect metadata like phone and OS versions to streamline the player support experience. Plus, this data can be directly funneled to the engineers who are working on the bug fixes.” – Greg Posner, Senior Partner Engineer, Helpshift

3. Use error reporting tools early in the game launch lifecycle.

“We recommend using error reporting tools in the game development phase, but generally we see the biggest uptick with play-testing (friends and family). The biggest benefit occurs when your game is running in production. When it’s installed on a million different devices, things get tricky.” – Vincent, Backtrace

4. Always know the main reasons why your users are contacting support.

“For this example, we took about 100,000 raw issues from real customers and used Helpshift Smart Intents to group them into tier one and tier two categories. This enabled us to see that problems generally fell into five primary categories: Game Rewards, Account, Gameplay, Event Rewards, and Feedback. With this data, we can better prioritize responses, and determine what can and should be automated.” – Greg, Helpshift

5. Make sure that your error reporting solution integrates seamlessly with your support platform.

“It’s great to have all of the error reporting data that Backtrace provides, but if it’s just an island of information and someone needs to check the repository to benefit from the analytics, the efficacy is going to decline quickly. That’s why we put a lot of effort into making sure we can integrate easily with third-party solutions, like Helpshift, where you can see and pull from available data and analytics. – Vincent, Backtrace

Working together, Helpshift and Backtrace enable you to seamlessly extract rich data and analytics, resulting in quicker resolutions and better customer experiences. To get started, access the Backtrace Tier Developer Program for free and schedule a complimentary Helpshift demo

Published August 5, 2021
block background image