Gaming companies benefited from the flood of new and returning players logging into their games throughout the pandemic. However, the biggest winners in the space didn’t just meet the increased demand for play, they also excelled at the support game by using automation to address the sudden and unforeseen spike in support tickets.
In this webinar, Samantha Pang, Helpshift VP of Customer Success, and Erik Ashby, Helpshift Head of Product dive into the 2021 Helpshift Player Benchmark Report to reveal metrics, trends, and insights from our rich source of in-house data and customer learnings.
You can watch the full episode now on demand. In the meantime, here are some of the highlights:
1. Automated player issue resolution rates went from 55% at the start of the pandemic to a high of almost 80%.
“Customer service representatives in support centers had to go home and go remote. So, gaming brands started to increase automation. In the beginning of the pandemic, automation was at around 55%. Now, even after things have relaxed a little, we’re still seeing somewhere from 78-80% of issues being automated.” – Erik Ashby, Head of Product, Helpshift
2. Issues with rewards made up 24% of the reasons why our gaming customers’ players contacted support.
“The support experience with Helpshift starts when players reach out for help. With an API-driven feature called Smart Intents, gaming companies were able to see the top player support issues. They used their own data to prioritize what they wanted to automate. For example, if they wanted to expedite resolution of reward- and purchase-related issues, they just set up bots to collect the necessary information and route to an agent for verification and resolution.” – Samantha Pang, VP of Customer Success, Helpshift
3. More than 85% of all queries were handled automatically in-app.
“The modern support journey is an optimized support path for players. It’s not a random path the player selects that may or may not be the easiest or most efficient way for them to get help. The journey starts in the app and guides the player to an instant answer, usually through an FAQ. In fact, around 85 to 90% of all queries were handled directly in-app.” – Erik Ashby
4. Based on our data, it’s clear that agents are best used for complex or VIP-related issues.
“For more involved issues, agents can look in the Helpshift console and see everything the bot has collected. Then, they can make a decision as to whether a VIP should receive a reward, even though they might not be due one. This way, the agent only has to be involved briefly to issue the award, the player is happy, and the session leads to a five-star CSAT rating.” – Erik Ashby
5. CSAT scores remained highest when agents and bots worked together.
“From the metrics in our database, we can see that CSAT scores can be improved or maintained when bots and agents work together in the right areas of your operation.” – Samantha Pang
Get your copy of the 2021 Helpshift Player Benchmark Report for more stats and insights. You’ll also learn about implementing the modern support journey, as well as why Helpshift in-app support is ideally suited to help you along the way.