{"id":19763,"date":"2020-02-28T00:00:00","date_gmt":"2020-02-28T08:00:00","guid":{"rendered":"https:\/\/www.helpshift.com\/glossary-term\/gamification\/"},"modified":"2024-02-23T03:06:04","modified_gmt":"2024-02-23T11:06:04","slug":"gamification","status":"publish","type":"glossary","link":"https:\/\/www.helpshift.com\/glossary\/gamification\/","title":{"rendered":"Gamification"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_63 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.helpshift.com\/glossary\/gamification\/#Why_Does_Gamification_Matter_to_Customer_Service\" title=\"Why Does Gamification Matter to Customer Service?\">Why Does Gamification Matter to Customer Service?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.helpshift.com\/glossary\/gamification\/#How_Helpshift_Supports_Gamification\" title=\"How Helpshift Supports Gamification\">How Helpshift Supports Gamification<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.helpshift.com\/glossary\/gamification\/#Additional_information_About_Gamification\" title=\"Additional information About Gamification\">Additional information About Gamification<\/a><\/li><\/ul><\/nav><\/div>\n\n<p>Gamification is a strategy of applying core game-design elements, activities, and principles to a non-game context, such as marketing or customer experience. Gamification techniques can include things like point scoring, digital scavenger hunts, and competition among \u201cplayers.\u201d Using gaming techniques motivates customer engagement, because people are incentivized to participate when there is competition and the potential of reward involved.<br><\/p>\n\n\n\n<p>Gamification is not a new idea. Any credit card company that awards points to users for spending is already gamifying the customer experience. But <a href=\"https:\/\/www.gartner.com\/en\/documents\/2226015\" target=\"_blank\" rel=\"noopener\">Gartner says<\/a>, \u201cThe sweet spot for gamification today is customer loyalty and marketing applications with consumer brands\u201d and that companies should \u201cevaluate opportunities to leverage gamification to change behaviors.\u201d<br><\/p>\n\n\n\n<p>According to the <a href=\"https:\/\/www.marketsandmarkets.com\/Market-Reports\/gamification-market-991.html\" target=\"_blank\" rel=\"noopener\">Gamification Market 2020 Global research report<\/a>, the global gamification market was valued at USD 5.5 billion in 2018 and is still growing quickly. One of the reasons gamification is growing so swiftly is that smartphones have so thoroughly penetrated the global market, giving most people the device they need to participate. The breadth of social media in the world also makes it easy for game players to share their experiences and triumphs with their social circles at the touch of a button.<br><\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/gamification-statistics-1024x1024.png\" alt=\"\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Why_Does_Gamification_Matter_to_Customer_Service\"><\/span><strong>Why Does Gamification Matter to Customer Service?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Gamification intersects with customer service in a few ways. Within a customer service organization, gamifying efforts can make work fun for customer service professionals. Using gamification techniques, some companies incentivize their employees to provide faster, better, more personal, and more engaging service to customers. Making the job more personal and engaging for workers translates to better, warmer service for customers.&nbsp;<br><\/p>\n\n\n\n<p>Customer support can also be gamified for the customer. For instance, an organization can reward customers for unavoidable on-hold times, honoring their time with points or rewards for every minute spent on hold. There could also be rewards given to customers who solve their own problems using automated channels.&nbsp;<br><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_Helpshift_Supports_Gamification\"><\/span><strong>How Helpshift Supports Gamification<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Because Helpshift is a sophisticated customer service platform that enables a range of support methods, it\u2019s possible to use the technology in conjunction with gamification techniques. For instance, Helpshift supports customer self-service in the form of <a href=\"https:\/\/www.helpshift.com\/products\/self-service-app\/\">an AI-powered QuickSearch Bot<\/a> that can deflect customers to your knowledge base so they can solve their own problems.&nbsp;<br><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Additional_information_About_Gamification\"><\/span><strong>Additional information About Gamification<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<ul>\n<li>Blog post: <a href=\"https:\/\/www.helpshift.com\/blog\/how-self-service-automation-elevates-the-customer-experience\/\">How Self-Service Automation Elevates the Customer Experience<\/a><\/li>\n\n\n\n<li>Products:<a href=\"https:\/\/www.helpshift.com\/products\/self-service-app\/\"> Intelligent Customer Self-Service<\/a><\/li>\n<\/ul>\n","protected":false},"author":8,"featured_media":19764,"template":"","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":"","_links_to":"","_links_to_target":""},"categories":[1],"acf":[],"taxonomy_info":{"category":[{"value":1,"label":"Uncategorized"}]},"featured_image_src_large":["https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/gamification-statistics-1024x1024.png",1024,1024,true],"author_info":{"display_name":"Erik Ashby","author_link":"https:\/\/www.helpshift.com\/author\/erikhelpshift-com\/"},"comment_info":"","_links":{"self":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19763"}],"collection":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/types\/glossary"}],"author":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/users\/8"}],"version-history":[{"count":2,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19763\/revisions"}],"predecessor-version":[{"id":30299,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19763\/revisions\/30299"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media\/19764"}],"wp:attachment":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media?parent=19763"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/categories?post=19763"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}