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video game characters on surf boards
video game characters on surf boards
video game characters on surf boards

SYBO Increase CSAT & Automation Rate with Helpshift

SYBO’s Subway Surfers achieves 4.3 CSAT and 77% automation rate with Helpshift, a Keywords Technology, in under 3 months.

SYBO, renowned for its endless runner game Subway Surfers, has seen over 4 billion downloads since its 2012 launch. In 2023, it was the #2 most downloaded game worldwide, boasting one of the highest player retention rates. To support over 150 million monthly players and accommodate frequent in-game updates, SYBO implemented Helpshift, a Keywords Technology, achieving a 95% deflection rate and a 4.3 CSAT score in less than three months.

77%
Automation Rate
80%
Agents’ Productivity Boost
86%
TTFR Decrease

The Challenge

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.

The Solution

Helpshift was integrated within three months, requiring less than two days for SDK implementation. Some of the key features implemented included:

  • Language AI (average CSAT of 4.45) Machine translation built right into the Helpshift platform
  • Leveraged time-based automation to assist with SLA management and custom bots to triage and collect information
  • In-game optimised FAQs and QuickSearch bot deflection
  • 85% of issues submitted through messaging channels (SDK)
  • Smart intents implemented to automate routing to full or partial bot workflows

Helpshift Support System for SYBO's Subway Surfers

The Results

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.

Partnering with an all-in-one solution with combined expertise in both personnel and tools offers significant benefits. It streamlines operations by ensuring consistency across platforms, and reducing overall costs. The true power of having the services and the technology under one roof lies in the ability to consult with Helpshift and Keywords on automation strategy and best practices, helping us with change management, and the challenges of scaling rapidly while maintaining cost efficiency.
Vlad Oboronko 
Player Support Lead, SYBO

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