SAN FRANCISCO--(BUSINESS WIRE)--Helpshift, the company revolutionizing the customer support industry through enterprise-level, in-app customer experiences, has announced that its customer support platform is used by 34 of the top 100 grossing gaming apps, including five of the top 20, as ranked on Apptopia, a provider of mobile app intelligence.
“Gaming apps that provide more sophisticated in-app support are more likely to enjoy stronger user engagement and loyalty, as this ranking demonstrates,” said Abinash Tripathy, Founder and CEO of Helpshift. “We’re here to help with that. Helpshift’s in-app support boosts customer satisfaction to keep players engaged and spending time in a game.”
"Mobile gaming is a multi-billion-dollar industry taking place entirely through personal mobile devices, where acquiring and retaining screen-share is highly competitive,” said Jonathan Kay, Founder and COO of Apptopia. “With more than 1,700 game submissions to the app stores every day, creating a rewarding user experience is imperative, and offering strong in-app support can lead to a significant improvement in retention."
Helpshift: Easier, Friendlier, Faster Self-help
Many mobile gaming apps have support solutions that are slow and cumbersome and require players to leave their games in order to get help. Helpshift has built a range of features specifically designed to keep players in the game, with as few interruptions as possible and the quickest possible resolution times.
- Searchable in-app FAQ
- More than 30 localized languages
- Smart segmentation and custom metadata
- In-app and push notifications
- In-app feedback
- Two-way, in-app messaging
What this means for players is that this is support they can reach easily, without filling out lengthy forms or leaving the app, and easy access to FAQs—both to troubleshoot bugs and for game-related education—even when they are offline.
"Helpshift has empowered us to make improvements to our process and to provide our esteemed players with the best support they deserve for an enjoyable play experience,” said Ronnie Tan, Director of Operations for Gumi Asia. “Using Helpshift, we are able to better understand our team's overall performance, identify pain points, strategically assess the trends in players' issues, and make informed decisions on performance gaps.”
Agents have access to customer metadata such as User Name, Install Date and App Version so that issues are more easily resolved. They also have the ability to:
- Prioritize and segment issues with rich player profiles, detailed device data and in-game activity.
- Deflect 90 percent of incoming support questions with searchable, native, in-game FAQs, which can be updated at any time.
- Give passionate players a place to vent and get their problems solved. Once ready, they are sent to the app-store for more favorable reviews.
Helpshift also offers its gaming customers a proactive engagement and support tool that enables highly-targeted push notifications to be sent to customizable subsets of players at specific times, as well as automated push notifications in the case of a delayed response from the agent or player.
Helpshift is the leading in-app support platform for the mobile gaming industry, and gaming apps that use Helpshift end up with fewer tickets, faster agent workflow and a much better game experience for the player.
Helpshift currently supports over 1 billion players worldwide.
Helpshift bridges the disconnect between conventional customer service channels like email and phone support and a growing consumer base that lives in a mobile-first world. As consumers do more on their mobile phones and have a strong preference for messaging as their primary mode of communication, Helpshift’s customer service platform provides instant answers and messaging right within the mobile app. The Helpshift SDK also easily integrates with third-party tools and allows for highly-personalized support and user segmentation. Through this streamlined support system, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Viacom, Virgin Media, Microsoft, Western Union, Flipboard and WordPress and thousands of other industry-leading brands, startups and developers use the Helpshift platform to provide in-app support. Helpshift is installed on two billion devices worldwide and serves more than 400 million mobile customers monthly. To date, Helpshift has raised more than $38.2 million and is backed by Cisco Investments, Intel Capital, Microsoft Ventures, Nexus Venture Partners, Salesforce Ventures, True Ventures, and Visionnaire Ventures. To learn more about Helpshift, visit https://www.helpshift.com/ and follow @helpshift on Twitter.