After evaluating various solutions, Zynga chose Helpshift for its robust in-app support capabilities. Helpshift’s platform, equipped with messaging-based support, a fully-native knowledge base accessible on and offline, and an easy-to-use agent console, emerged as the perfect fit for Zynga’s requirements. The introduction of conversational messaging allowed for a more personalized and efficient player support system. Players could now receive assistance without leaving their game, resembling a familiar iMessage conversation. The fully-native knowledge base further empowered players by providing support at every stage of their journey, even when they were not actively seeking help.