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.
