Social Quantum

Achieving 4.5 CSAT While Resolving 2X the Industry Average of Tickets per Agent – The Recipe for Social Quantum’s Modern Support Journey

Social Quantum - Featured
Social Quantum - Overview

Overview

Social Quantum, a premier mobile game developer, has been at the forefront of creating engaging mobile gaming experiences with popular titles like Wild West: New Frontier and Megapolis. With a commitment to providing exceptional player support, the company faced the challenge of modernizing their support system to enhance user retention and minimize player churn. This case study outlines Social Quantum’s journey with Helpshift to revolutionize their player support, thereby increasing their app store rating to a stellar 4.7 with over 1.5 million ratings and significantly improving player lifetime value (LTV) and retention.

The Challenge

As Social Quantum’s gaming portfolio grew, the company grappled with an outdated, in-house email ticketing system that was not only resource-intensive but also detracted from the gaming experience by directing players to external platforms for support. With a volume of 20,000 tickets per month across 12 languages, the system was inefficient and unable to scale with the company’s growth. The lack of a sophisticated in-app support tool impeded their ability to deliver a seamless support experience and gather actionable customer feedback, which was crucial for game development and user retention.
Social Quantum - Challenge

The Solution

Seeking an innovative solution, Social Quantum implemented Helpshift’s suite of advanced support tools to create a Modern Support Journey for their players. This included a comprehensive in-app support system that featured:
Smart FAQs:
A powerful knowledge base that achieved a 90% deflection rate, enabling players to resolve their issues without submitting tickets.
Smart Intents:
A feature that categorized and routed issues effectively to custom bots or agents
Custom Bots:
Automated systems that resolved over 36% of incoming tickets, delivering personalized and efficient support.
Queues:
A system that prioritized tickets, especially for paid users, ensuring expedited responses and enhancing the player experience.
Agent Desktop:
A streamlined platform that provided agents with all the necessary data to handle tickets efficiently, supporting a monthly average of 1,600 tickets per agent.
Feedback Bots:
Tools to gauge user satisfaction post-resolution, leading to continuous service improvement.
Analytics:
Real-time data analysis to refine support strategies and identify areas for product improvement.
Ecosystem Integrations:
Incorporating platforms like Discord, AppFollow, and Slack to enhance community engagement, track and respond to reviews, and swiftly address mass issues.

The Results

The integration of Helpshift’s products led to remarkable improvements across all support metrics. Social Quantum achieved a 0.3% contact rate, significantly better than the industry benchmark of 1.2%, illustrating a low need for support intervention. Customer satisfaction (CSAT) scores soared to 4.52, surpassing the industry average of 4.0. The time to first response was reduced to just 1 hour and 52 minutes, and the number of issues resolved per agent doubled the industry average, reaching 1,600 per month. Additionally, the company saved over $1 million in the first year while doubling the volume of tickets handled, without increasing the number of support agents. This comprehensive support transformation enabled Social Quantum to deliver an unparalleled gaming experience, thus improving their overall market position and player loyalty.