Zendesk to Helpshift: Seamless Migration, Soaring CSAT 40%+ under 3 months
76.8%
TTFHR reduction
40%
CSAT increase (from 3.2 to 4.48)
12 Weeks
Zendesk migration
$100K
Savings in under 6 months
“Transitioning our entire player support system—from BPO agents to Keywords Studios and from Zendesk to Helpshift—was smooth and rapid. Due to the urgency, Keywords Studios managed to compress agents’ trainings into just 10 days, enabling a seamless handover the very next day after our old contract ended, ensuring zero disruption. The Helpshift’s Onboarding Team also made the implementation process seamless. Their hands-on support, clear guidance, and structured approach ensured a hassle-free migration.
Leveraging Helpshift’s Custom Bots & Automations and more recently with advanced AI features, including Language AI for translations and the AI Agent Copilot suite, has really enhanced our support efficiency, allowing us to provide faster, more accurate support, directly driving improvements in our KPIs.”
Kari Franz
Customer Support & Operations Manager
Overview
KIXEYE is the creative force behind Backyard Monsters, Battle Pirates, War Commander, VEGA Conflict, and War Commander: Rogue Assault. KIXEYE pioneered the much emulated Massively Multiplayer Online Real Time Strategy genre.
The Challenge
Kixeye had a strong opportunity ahead. Stillfront Group, the parent company of Kixeye, had embarked on a Global Services Agreement to standardize player support across all 24 studios. By partnering with Helpshift and Keywords Studios Player Support, they aligned best practices, improved outcomes across Stillfront studios, and reduced costs. Kixeye, having a contract anniversary with their BPO and also Zendesk, they wanted to swap out to the global standard.
The Solution
Kixeye rapidly achieved a 93% FAQ deflection rate, enabling players to self-serve and return to gameplay faster. Within just six months, they also reached 85% automation—an impressive milestone.
By leveraging Helpshift’s Custom Bots and Automations—and more recently, its advanced AI features including Language AI for real-time translation and the AI Agent Copilot suite—Kixeye significantly enhanced support efficiency. These innovations enabled faster, more accurate responses, directly contributing to improved KPIs.
This transformation not only elevated the player experience—with a 40% increase in CSAT and a 76.8% reduction in Time to First Human Response—but also delivered meaningful operational impact. In under six months, Kixeye streamlined support operations and saved over $100,000.
AI Agent Copilot
“For Kixeye, building a strong connection with users is crucial, which means matching the player’s emotion. We constantly emphasize this to our agents, and with Helpshift’s AI Sentiment feature, it’s now easier to gauge how to approach players—whether they’re neutral or expressing frustration with their complaints.”
“The AI Summary feature is great. It lays everything out clearly, making it easier for agents to get a quick overview. While it doesn’t replace reading the full ticket, it’s especially helpful for agents who may not be as knowledgeable or trained.”
“AI Compose is incredibly useful for refining responses—adjusting tone, expanding text, and ensuring polished communication. When I’m very busy, I can quickly type something, hit a button, and instantly have a well-phrased response without spending extra time making it sound just right, or correcting myself, which is incredibly useful.”
Kari Franz, Customer Support & Operations Manager at Kixeye
The Results
Kixeye onboarded four agents in 10 days, followed by a rapid migration from Zendesk to Helpshift in 12 weeks. Supported by Keywords Studios, the transition was seamless. The solution included:
Dedicated Keywords Studios Agents: Expert support with in-depth game and Helpshift knowledge.
Helpshift Implementation: Automated ticket management via Helpshift’s platform.
AI-Powered Features: Language AI, text template & FAQ translation, and AI Agent Copilot Suite (AI Sentiment, AI Summary, AI Reply, AI Compose) to boost agent productivity and accuracy.
Player Feedback
“This Bot Support is more convenient now compare to the past, its very convenient to us player on our problem to solve, thank you”
“New Support system is great. Thanks yall”
“This is really good way of getting support and response time was very fast I am very please Thank You so much and keep up the great work.”
