Engagement
Proactive Engagement to Retain Your Most Valuable Players
From nurturing VIPs to managing live incidents or retention and monetization opportunities in your game, Helpshift can orchestrate proactive engagement, reducing support volume, churn, and maximizing player LTV.
Challenges
Live Ops Friction
Technical issues trigger floods of support tickets because players aren’t notified proactively.
Silent Churn
Players disengage and leave before you know they are at risk, with 90% churning within 30 days.
Undervalued VIPs
spenders receive generic treatment, missing opportunities for revenue optimization and deeper loyalty.
Result
Studios miss the opportunity to enhance experiences, protect high-value players, and maintain long-term revenue.
The Opportunity
Shift from reactive firefighting to Proactive Engagement driven by data insights.
Team Impact
Support Team
See issues and frustrations early, but can’t proactively reach players at scale.
LiveOps Team
Needs to communicate effectively during incidents but lacks targeted, contextual tools.
Revenue & VIP Teams
Know which players matter most, but depend on slow, disconnected outreach.
Engage the Right Players, in the Right Way, at the Right Time
Helpshift’s Engagement Solution enables proactive outreach across the entire player base — from one-way updates during live issues to two-way conversations when deeper engagement is needed. All without leaving the Helpshift platform or handing work to another team.
Team
Action
Target specific cohorts using real-time data from the User Hub and Support tickets
Result
Send targeted and personalized messages that guide players back to the game or offer help, resolving friction points before they lead to abandonment.
Outcome
Reduce Churn
& Re-engage Players
Action
Target specific cohorts using real-time data from the User Hub
Result
When a live issue hits, instantly notify only the affected player segments, directly in-game or via push notification, before they flood your support channels
Outcome
Deflection & Operational Efficiency
Action
Deploy VIP Account Managers who monitor engagement and spend to identify growth opportunities.
Result
Offer exclusive white-glove concierge services, personalized offers, and direct outreach that deepens loyalty and drives measurable LTV growth.
Outcome
Increase Player LTV & Protect Revenue
The Three Pillars Of Engagement
Combining proactive engagement technology, Engage AI, and VIP human services so LiveOps, Support, Revenue, and VIP teams can act in the moment.
1
Proactive Engagement
Technology
Move beyond generic “one-way” broadcasts. Our in-game messaging technology enables your teams to target and proactively communicate with players directly from the Helpshift dashboard, using rich player data to drive desired actions.
User Hub
Unified Player Data
We use real-time player data, creating a dynamic “User Hub” that serves as your single source of truth. By syncing User Properties (e.g., Player Level, VIP status, Last Login, and further device and session telemetry), you can instantly identify and target specific player cohorts.
Two-Way Conversational Outreach & Deep Linking
Deliver messages that drive immediate action. Go beyond one-way broadcasts by enabling players to start a contextual, two-way conversation with an AI or human agent directly from an In-App Message or Push Notification. You can also use Deep Links to drive players directly to a store or specific in-game page.
Smart Segmentation & Targeting
Create highly specific segments on the fly. Whether you need to target users on a specific app version affected by a bug or high-spenders eligible for a reward, our segmentation engine allows you to define audiences based on live behavioral and attribute data.
Closed-Loop Attribution
Stop guessing if your messages work. Measure delivery rates, open rates, and conversion actions (e.g., “did they start a chat?” or “did they claim the offer?”) to prove the ROI of every campaign.
2
Engage AI
(coming soon)
Turn your player data into AI powered insight and action
AI
Engage AI is a powerful AI agent that elevates your ability to drive proactive engagement by serving as the intelligence layer that leverages your player data (including support conversations, User Hub profiles, and engagement signals), enabling you to unlock insights and take action quickly.
For deeper insights, just ask
Ask in natural language, and get deep, insightful answers across your full data set.
No more SQL or cumbersome data extractions. Simply ask, and Engage AI provides the answer and takes action.
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Cross-Source Player Intelligence
Analyze signals across support data, engagement activity, player attributes, and customer-provided data (revenue, sessions, progression) to identify churn risk, opportunity, and sentiment shifts.
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Insight-to-Action Workflow
Move directly from insight to execution. Engage AI helps identify and target specific player segments using Helpshift’s proactive engagement technology.
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Accessible to Every Team
Designed for VIP, Revenue, LiveOps, and Support leaders, not just data specialists. Anyone can uncover insights and act with confidence.
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3
VIP Engagement & Loyalty
Human Services
Deliver high-touch relationship growth for your most valuable and influential players. Helpshift’s expert VIP team provides an end to end managed service for VIPs.
Platform Ops Lead
The architects of your success. They configure the environment, set up proactive engagement, optimize AI workflows, and ensure your data segmentation is driving results.
VIP Account Managers
Your strategic partners. They analyze player behavior to spot upsell opportunities and churn risks, constructing long-term VIP programs that drive fandom.
VIP Support Specialists
A dedicated team that handles high-value tickets with priority routing, giving your top players the flexibility, empathy, and speed they demand.
Why Companies Choose Helpshift for Engagement
- Unified Technology, AI, and Human Services in one solution
- Engagement powered by centralized player interaction data (not siloed tools)
- In-game conversational experiences, not generic one-way campaigns
Engagement Is Just the Start
Engage runs on the same platform that powers player support, trust & safety, and community, ensuring consistent context and coordinated action across every player conversation.
Support
Protect player immersion and resolve issues at scale with the only support platform purpose-built for gaming.
Trust & Safety
Safeguard your players, protect your brand, and maintain community trust with expert-led safety operations.
Community
Turn player sentiment into a strategic asset and build healthy fandoms that last beyond the game.
Ready to maximize your Player LTV?
Discover how to identify, retain, and engage your players better with the industry’s only AI-Native Player Engagement Platform.