Berlin-based Game developer Wooga replaced an old-fashioned support solution with in-app features from Helpshift. The results include easier, friendlier, faster self-help and support workflows. Players spend more time playing and less time getting help.
Players Frustrated by ‘Clunky’ Support Experience
Wooga burst onto the scene as a provider of Facebook games in 2009. At that time, support links were on Wooga’s company website. Players and support agents exchanged email. It was cumbersome, slow and didn’t scale.
Then the company began providing games on mobile devices and chose another support tool. In an attempt to bring help resources, they placed FAQs within IFrames in the different games. According to Guido Schenkel, Head of Player Services, the solution was “clunky”. The help app opened in a mobile browser. Once again, players had to leave their games to get help. It was slow and took away from the fun.
The Wooga team hadn’t then formulated clear customer help key performance indicators (KPIs). But lowering resolution times to less than 24 hours was a major goal. Schenkel began hearing good things about Helpshift from leaders in the support community. The native, in-app help features intrigued him. In 2015 he conducted a detailed review of Helpshift products. He also looked for other options―but found nothing suitable. Why? Because no other vendors provided the same type of in-app help features, used by giant and small companies alike, as Helpshift.
Some of the top features Wooga liked:
- Offline FAQs.Players easily access answers to questions – even when offline.
- Updating FAQs at Any Time. No need to launch a new version of the app simply to update the FAQs.
- Customer Data Access. Visibility into player information makes it easy to resolve issues.
- Ease of Contact. Players can easily reach support without completing a lengthy form.
Enter Helpshift – Player Freedom
Wooga also took a hard look at its overall support operation. Conclusion: Better, easier to access FAQs would enhance self-help for players – allowing them to stay engaged in the game. FAQ improvements, added to the introduction of the Helpshift SDK, made support features available at the touch of a button within Wooga games.
The results? Fewer tickets. Faster agent workflow. And a much better game experience for the player.
Count the Benefits
- More Wooga players use self-help features than ever before
- 20% drop in overall help tickets submitted.
- 96% of people who open help, self serve.
- Customer support agents can now pull a wealth of information from Wooga resources using the Helpshift SDK, APIs, and enhanced search
- Customer metadata such as User Name, Install Date and App Version provide valuable information with every ticket
Guido Schenkel particularly likes Helpshift’s automated push notifications feature. Wooga sends push message notifications to players notifying them when a particular issue has been resolved.
“It’s a great example of personalized, high-touch support,” says Shenkel. “And an added benefit is that players usually return to the game to check out the issue resolution. We see this feature driving retention and engagement.”
As for Wooga’s goals of reducing time-to-response on support requests and enhancing customer satisfaction, Schenkel says that both have been met. The company is now looking at ways to provide even higher levels of support to its most valuable players. “The more we can streamline our support workflow,” says Schenkel, “the better for customers.”
Here’s a look at stories from a few other Helpshift gaming customers.