Leveling Up Console Support: A Game-Changing QR Code Experience
85%
FAQ deflection rate
53%
Automation rate
51.5%
Time to resolution
$1.6M
Annual savings
“We were one of the first in the industry to offer this new experience for console support. Console support used to be our weakest channel because of the player experience chatting with support exclusively via emails and players had to leave the game to chat with support. With Helpshift’s patented QR Code feature, players can now scan once and instantly move from console to mobile for support—without leaving their game. It carries all the context with it, making troubleshooting faster and more personal. The results have been remarkable: we saw big improvements across KPIs, especially CSAT, which had the biggest lift.”
Anna Yangolenko
Customer Care R&D Supervisor at Gameloft
Overview
Gameloft is a mobile gaming pioneer, founded in 2000, that expanded to consoles (PlayStation, Xbox, Nintendo Switch). Today, the company creates award-winning games for Mobile, PC, web, consoles, and the latest digital platforms, setting new standards and delivering exceptional experiences to players worldwide.
The Challenge
With over 65,000 player tickets each month, Gameloft needed to scale player support efficiently and cost-effectively across every gaming platform, while offering a seamless, in-game support experience. The need was especially urgent on console, historically rated by players as the most frustrating channel for customer support.
The Solution
Gameloft maintains an extensive and continuously updated FAQ library, which is crucial for strong deflection rates (85%). This self-help portal empowers players and serves as a key driver of AI success by providing accurate data that enables AI to deliver relevant and accurate responses.
Gameloft leverages Helpshift’s AI and automation capabilities to automatically classify players’ intents and resolve 55% of incoming player issues, significantly reducing agents’ workload and improving resolution time by over 51%.
By integrating Helpshift’s patented Console QR Support, Gameloft provides players with a seamless, real-time, context-aware support experience. Players can instantly access help on their mobile devices — no forms, emails, or tedious typing on a controller required.
