Global Success: Helpshift Partners with AIDIS on Critter Crew

AIDIS, a prominent game publisher headquartered in Japan, has made a significant mark in the games industry by releasing its popular match-3 puzzle game, Critter Crew. The AIDIS development team’s commitment to a “snappy and stress-free” design philosophy is not only reflected in the engaging gameplay of Critter Crew but also extends to its exceptional customer care practices. AIDIS ensures that players experience seamless support through their partnership with Helpshift.

The AIDIS development team’s commitment to a “snappy and stress-free” design philosophy is not only reflected in the engaging gameplay of Critter Crew but also extends to its exceptional customer care practices. AIDIS ensures that players experience seamless support through their partnership with Helpshift.

This alignment is evident in the swift response times and high automation rates, which enable players to resolve issues quickly without frustration. By prioritising a smooth experience and efficient, accessible customer support, AIDIS demonstrates its holistic approach to player satisfaction and care.

90%

FAQ Deflection

96%

Automation

4.5

CSAT

The Challenge

AIDIS chose Helpshift due to its robust features suitable for a globally distributed title like “Critter Crew.”

Multilingual Support: Helpshift’s ability to support multiple languages was crucial for a game with a large, diverse user base.
Cost Optimisation: Helpshift offered the best solution for automating and optimising CS costs compared to other tools.
Efficiency in Handling Inquiries: Helpshift’s platform automatically manages simple inquiries, freeing up human agents to address more complex issues.

The Solution

Before launching “Critter Crew,” AIDIS set specific KPIs to measure the success of their CS strategy:

Achieve at least 55 % automation within three months of launch and 80% within a year
Reach 4.5 CSAT

We successfully implemented Helpshift quickly with a limited number of staff thanks to the support from Helpshift and Keywords Studios. Helpshift promptly and meticulously addressed any unclear points to ensure a swift resolution. The setup took approximately 1 to 1.5 months, after which continuous optimisation ensured the system adapted to the game’s growth and evolving needs.

Tsutomu Goda

Critter Crew Producer at AIDIS

The Results

High Automation and FAQ Deflection

Helpshift enabled AIDIS to achieve 60 % automation within three months and 96 % in less than a year. They also reached 90 % FAQ deflection, unlocking the path to self-service resolution. This significantly reduced the workload on human agents, allowing them to focus on more complex issues. Helpshift handled simple inquiries, allowing AIDIS to focus on high-value and more impactful issues, boosting customer satisfaction and helping AIDIS streamline its operations.

In-game experience

Players made 93 % of inquiries directly within the game through the mobile app SDK, creating a stress-free in-app experience.

Enhanced Overall Productivity

With an efficient CS system, agents were able to resolve tickets in a more streamlined manner, leading to higher productivity and faster resolution times.

Improved Customer Satisfaction (CSAT)

Helpshift’s advanced CSAT workflow allowed AIDIS to gather feedback post-issue resolution, helping maintain a high player satisfaction rate. Within a year of launch, the game achieved an overall 4.5 CSAT score.

Reduced Response Time (TTFR)

Quick issue resolution times were critical in reaching high CSAT scores. Helpshift’s automation capabilities ensured faster response times (reaching 2h11m TTFR on average), contributing to player retention and satisfaction.

Having 90% FAQ deflection allowed the players themselves to resolve all simple inquiries within Helpshift. We also reached 60 % automation within three months and 96 % automation in less than a year. It allowed us to focus our resources on more complex inquiries, allowing us to reach a 4.5 CSAT score. The FAQ functionality was particularly beneficial, allowing us to publish numerous articles at specific times in multiple languages, enabling self-service, even in a game where it is difficult to solve problems through chat.

Tsutomu Goda

Critter Crew Producer at AIDIS