How Trailmix Scaled Player Support with Helpshift reaching 93% automation & 4.3 CSAT
93%
Automation Rate
32.3%
Decrease HTTFR
26.5%
Decrease Time to Resolve
4.4
CSAT with language AI
From day one, we partnered with Helpshift to build a support system designed for scale. We were fortunate to have the backing of Supercell — a Helpshift customer — which gave us confidence in the platform’s ability to grow with us. What’s great about Helpshift is that it’s powerful enough to support a company like Supercell, yet flexible enough to meet the needs of a smaller studio like ours.
When we launched our automation strategy in November 2023, the results were immediate. Since then, we’ve continued to refine and optimize our setup, making support more efficient while elevating the player experience every step of the way.
Aino Kinnunen
Player Experience Lead at Trailmix
Overview
Trailmix is a mobile game studio dedicated to creating heartwarming, story-driven experiences like Love & Pies. With Supercell as its seed investor and now majority owner, Trailmix continues to grow while maintaining creative independence. Supercell’s $60 million investment supports the studio’s expansion and commitment to delivering high-quality games that foster joy and community.
The Challenge
As Trailmix launched its games, player support had to be built from the ground up. With no existing systems, they designed user journeys, automation flows, and tooling in parallel — essentially building the support plane while flying it — all while preparing to scale fast as their player community rapidly grew.
The Solution
Trailmix launched Helpshift with their first game in 2021 and their automation strategy in November 2023, seeing immediate results and scaling quickly without sacrificing player experience. With AI-driven workflows and Language AI, they automated key support journeys and delivered support in 17 languages, easing agent load and improving human response times. They continuously refined their setup using real-time feedback and analytics — making Helpshift a core pillar of their scalable, player-first support.
The Results
• 79% FAQ Deflection Rate
• 93% Automation Rate
• 32.3% decrease in Human Time to First Response
• 26.5% decrease in Time to Resolve
• 4.4 CSAT for Issues via Language AI
• 4.36 CSAT for All issues
• 92% Issues via SDK
• $50K Savings per year
Player Feedback
“Customer support was phenomenal at resolving my issue. I will continue to play this game as long as they continue making new content.”
“I really like this game, been playing since last year. It’s fun and easy, cute story, and customer support responds really quickly.”
“There’s an authentic, wholesome, high vibe & kind energy behind this game … it is sweet and visually beautiful and I love this game and the amazing customer support 💗”
“Tech support responds very quickly and has always been helpful when I’ve had an occasional problem. Give it a try!”
