Introducing – Player: Engage Podcast
We have been at the edge of our seats waiting to introduce you to our new podcast, Player: Engage, brought to you by Helpshift and Keywords Studios. Player: Engage is…
How to Improve Resolution Time by Focusing on User Intent
Resolution time is a key metric that often serves as the dividing line between successful and unsuccessful mobile app customer service and problem resolution tactics. Long resolution times are inefficient…
Taking CSAT Surveys to the Next Level: Cater to the Modern App User
Mapping out every step of the customer’s journey doesn’t stop once the customer signs on the dotted line and finishes paying for your product or service. The post-purchase stages of…
Do You Know What Your Users Think About Your App?
Happy Users Help Drive UA User acquisition (UA) drives the mobile app industry. Developers invest heavily in strategies to acquire new users into their app. The user support experience is…
5 Foundational Features of Mobile In-App Knowledge Base Software in 2022
To understand the current landscape of the knowledge base, we first have to remember where we came from. Early on in computing, knowledge was considered part of the app —…
The Marriage Between Modern SDKs and In-App Customer Service
Are you struggling to keep your customers in-app at their most vulnerable moments? Modern mobile customer service starts and ends with the user — how you prioritize their time, how…
Why Intent Is the Future of In-App Customer Support Automation
Mobile tools continue to change how customers and businesses interact. Consumers are always looking for a seamless, convenient experience. They want as few complications as possible — and when complications…
Optimizing User Experience with In-App Feedback Bots
To understand the importance of feedback bots, let’s briefly think about the modern customer support journey for mobile app users. Organized correctly, the journey efficiently takes an app user from…
“Automated Game Error Reporting and In-App Player Support Done Right Part II” Webinar Recap
In Automated Game Error Reporting and Player Support Done Right Part I, we explored how Helpshift’s customer support platform and Backtrace’s error reporting tools elevate engineers and support agents with…
Player vs. Error Code
I’ve been gaming for decades. On Friday nights, my co-workers and I used to take over a conference room and network four Xbox consoles together so we could all play…
“The 2021 Helpshift Player Benchmark Report” Webinar Recap
Gaming companies benefited from the flood of new and returning players logging into their games throughout the pandemic. However, the biggest winners in the space didn’t just meet the increased…