How Jam City Doubled CSAT and Made Customer Support a Business Driver with Helpshift



Ticket Deflection Rate


Increase in CSAT


Tickets Handled Monthly


Overall Reduction in Ticket Volume


Jam City, a global gaming developer renowned for some of the highest-grossing mobile games like Cookie Jam, Panda Pop, and Harry Potter: Hogwarts Mystery, has been at the forefront of the mobile gaming industry since its inception in 2010. Operating across five countries with over 700 employees, Jam City’s dedication to providing rapid and reliable customer service has been pivotal to its success. This case study explores how Jam City partnered with Helpshift to transform its customer support from a cost center into a significant business driver, thereby doubling its Customer Satisfaction Score (CSAT) and enhancing overall customer support efficiency.

The Challenge

With a growing global presence and a high volume of monthly support tickets, often reaching up to 90,000, Jam City faced significant challenges in scaling its customer support without compromising on the quality of service. The existing support system, heavily reliant on live agents and limited to email communications, struggled to meet the increasing demand and diverse preferences of their player base. This inefficiency not only hampered the scalability of customer support but also impacted the overall customer experience negatively.

The Solution

To address these challenges, Jam City onboarded Helpshift, a mobile-first customer support solution, which resonated well with their gaming customers. Helpshift’s implementation involved two key strategies:
Digital Self-Service
Introduction of an in-game searchable knowledge base, enabling players to find answers to their queries without submitting a support request. This approach aimed at deflecting the majority of support tickets.
Transition to Messaging
Shifting from email-based support to messaging, aligning with the varying preferences of different player demographics, like Cookie Jam players who preferred email and Harry Potter players who preferred messaging.
These strategic changes were supported by Helpshift’s robust data and reporting tools, providing Jam City with actionable insights and significantly easing the collection and dissemination of customer feedback.

The Results

The transition to Helpshift yielded remarkable outcomes for Jam City:

-90% Ticket Deflection Rate: The introduction of an in-game knowledge base significantly reduced the number of support requests, resulting in a 90% ticket deflection rate.

-30% Reduction in Ticket Volume: Overall, there was a 30% reduction in ticket volume compared to the legacy solution, alleviating the burden on support agents and resolving scalability issues.

-100% Increase in CSAT: The improvements in customer support, particularly the shift to preferred communication channels, led to a doubling of CSAT scores.

-Enhanced Business Intelligence: Helpshift’s unified dashboard and real-time reporting enabled Jam City to leverage customer feedback for product development and other business areas, transforming customer service into a business driver.

In summary, by partnering with Helpshift, Jam City not only scaled its customer support to meet the demands of its players but also significantly enhanced the quality of its customer service, as evidenced by the substantial increase in CSAT scores and the efficiency in handling support tickets. This strategic move has set a new benchmark in customer support within the gaming industry.