SYBO Increase CSAT & Automation Rate with Helpshift

SYBO faced significant challenges with their previous email-based support system, which hindered player retention and satisfaction. Requiring players to exit the game to submit a request via email adversely affected their player satisfaction and retention.
Their reliance on Zendesk’s basic functionalities limited their potential for improvement. Only achieving a 10% ticket deflection rate with Zendesk’s default bots, they struggled to maintain efficiency. Additionally, the success rate of Zendesk’s default bots was below 50%, leading to their deactivation. These challenges underscored the need for a more robust support solution to meet SYBO’s goals effectively.

In the first month post-implementation, SYBO’s team effectively handled an increased workload without needing to hire additional agents, achieving an 80% boost in agent productivity. Helpshift’s integration significantly reduced support tickets via email, with only 10% of the workload coming from emails compared to 100% previously. They achieved a remarkable 95% deflection rate in Subway Surfers, with a notable 7 times increase in automation, freeing up agents’ time for complex issues. This efficiency translated into substantial initial savings of $333K.

SYBO enhanced the player experience by eliminating email submissions, achieving a 1h40m Time to First Response in Subway Surfers, an 86% decrease, and a 4.3 CSAT compared to 3.8 with Zendesk. Notably, their CSAT for automation surpassed agent-only interactions, showcasing the effectiveness of human-automation synergy. Leveraging Helpshift, SYBO identified potential bugs and incorporated player feedback, and influenced their live Ops strategy, enhancing overall player experience and engagement.

SYBO’s partnership with Helpshift not only streamlined operation and reduced costs but also significantly improved player support, demonstrating the benefits of a unified technology and services solution.