There’s one overwhelming reason why in-app support is the way to go for mobile games.
It’s providing support where players are. By doing this, game developers get to them faster than when they ask players to pick up a phone or login to their email accounts.
More importantly, in-app support keeps players inside games. It’s hard enough to convince players to stay inside an app without giving them a reason to leave: only 2.3% of players who try a mobile game will still be playing it after a month. Removing a hurdle like having to call support makes sure you keep their attention on the game for as long as possible.
When Hothead Games moved from Zendesk to Helpshift for their game “Kill Shot”, they saw several benefits that ultimately increased retention rates:
1. The amount of incoming issues decreased by half (from 12,000 to 6,000), because more players were using the FAQ to self-solve problems.
2. Hothead’s support decreased their initial response time by 104%–answering issues more than twice as fast–by switching from email support to Helpshift’s in-app messaging and Agent dashboard.
3. Every player in Kill Shot now has their issue resolved by an Agent in under 20 hours, and even the most complicated issue does not take longer than 2 hours to get addressed.
How Helpshift’s in-app CRM tool achieved these stats is a combination of many factors and features offered by the the tool:
We provide in-game FAQs that are searchable, cached natively for offline use, and can include hyperlinks, images, and video. Our clients have seen up to a 88% reduction of common incoming tickets when players serve themselves—preventing the cost of additional employees.
Players can “upvote” FAQs that are particularly effective. Agents can update FAQ entries in real time without a new app build to address sudden bugs. The FAQ is established within the app and does NOT send players to a mobile web page.
If a player needs Agent help, our two-way messaging system contains metadata (device type, app version, customer tier) that ensures an informed response, and does not require an email address to function. Our clients resolve issues up to 75% faster, and send initial responses 104% faster. Agents can also pull responses from the existing knowledge base or request player screenshots for better efficiency. Messaging is established natively within the app.
After the issue is resolved, the Agent can request that the player rate the game. This method is proven to increase app store reviews by at least half a star (and the direct channel helps prevent bad reviews). Individual Agents can be rated by the player as well.
Altogether our features have been proven by both small and large gaming companies to bolster app store reviews and support team efficiency.
Want more info about customer support and increasing a game’s retention rate? You can find out which social media sites you can use to reach your players in Asia, or where the world’s top mobile games are engaging their players.
- What In-App Support Can Do For Mobile Games - October 7, 2015
- Covey’s 90-10 Principle and Outsource Support - September 11, 2015
- Video Game Support Hotseat: A-Steroids - September 1, 2015
- Game Dev Timeline: In-house to Outsourced Support for Games - August 19, 2015
- The Naked Truth About Outsource Support Teams - August 19, 2015
- A Game Dev’s Guide: Customer Support Channels in Asia - August 12, 2015
- 6 Traits That Separate Good and Bad Outsourced Support Supervisors - August 11, 2015
- If Email Support Replies Were People - August 4, 2015
- Social Media Sites Used By Top Mobile Games - July 10, 2015
- Outsource Support Teams Don’t Have To Be Black Sheep - July 10, 2015