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Angry Birds 2 Poster Featuring the title with a selection of characters flying towards the screen.
Angry Birds 2 Poster Featuring the title with a selection of characters flying towards the screen.
Angry Birds 2 Poster Featuring the title with a selection of characters flying towards the screen.

Exceeding Expectations: How Rovio Transformed Their Support Infrastructure

How Rovio's partnership with Helpshift resulted in a 295% Automation Rate Increase, 26.5% CSAT Increase and $1.7M in savings

Rovio Entertainment Group, known for the iconic game, Angry Birds, aims to bring its signature simplicity and captivating design to all 23 titles in its portfolio. Committed to player satisfaction, Rovio ensures rapid assistance through immersive in-game support with robust self-service and convenient automated workflows facilitated by Helpshift.

The Challenge:

Our former provider lacked key mobile support features and gaming expertise, which limited our automation efforts to 20% in total and impacted the players’ experiences. Their pricing model and reliance on third-party vendors resulted in unplanned costs and scalability issues.
Pascal Debroek – Player Support Lead, Rovio 

The Solution:

  • Swift and seamless transition from Zendesk (primarily email-based) to Helpshift (in-game chat).
  • Optimized FAQs to increase the deflection rate
  • Over 93% of issues are submitted through messaging channels (SDK)
  • Use AI to improve the accuracy of routing (Smart Intents)
  • Use Automation via Custom Bots to triage and collect information
  • Leverage Helpshift’s native language translation technology, Language AI, resulting in a 60% reduction in translated issue costs while maintaining a CSAT of 4.32 for AI-translated issues
  • Leveraging Feedback Bots for collecting CSAT & feedback
Angry Birds 2 Image featuring logo with a battle scene in the background depicting a clash between the birds and pigs

The Results:

  •  - 2.5 days implementation per game
  • - 23 games implemented < 8 months
  • - 91% deflection rate
  • - 55% decrease in Monthly Issue Volume
  • - 81 % Intent detection accuracy
  • - 295% increase in Automation rate (20% to 79%)
  • - 26.5% CSAT increase (from 3.4 to 4.3)
  • - 60% reduction in translation costs while maintaining CSAT
  • - $1.7M savings (June ’23 – April ’25)
Screenshot from Rovio Case Study Video featuring Pascal Debroek
Helpshift’s understanding of game studios’ needs and players’ expectations sets it apart from other vendors. Consistently leading in innovation, Helpshift exceeds industry standards, offering unparalleled domain expertise. Helpshift has a specialized team of experts who collaborate closely with customers nurturing a genuine partnership driving strategy and delivering results. Their commitment doesn’t end once the contract is signed; they stay invested in their clients’ success every step of the way. The Helpshift implementation team exceeded expectations, actively participating in collaborative sessions to customize solutions tailored to our unique requirements.
Pascal Debroek – Player Support Lead, Rovio 

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