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How Hothead Games Cut Contact Rates By 50%

Hothead-Featured

50%

Contact Rate Reduction

104%

Response Time Decrease

2h

TTFR

80%

Customer Satisfaction Rate
Hothead-Overview

Overview

Hothead Games, a mobile gaming company, faced significant challenges in effectively managing customer support at scale. As their games attracted a growing player base, their existing support system proved inadequate in handling the volume of customer inquiries. Peter Maurice, the Player Support Manager at Hothead Games, sought to find a solution that could keep up with the increasing demands while maintaining a high level of customer satisfaction.

The Challenge

With a legacy system that relied heavily on email-based customer support, Hothead Games struggled to maintain efficient and effective player support. The email system from Zendesk required significant developer time to integrate in-game help, and it was not intuitive for players, leading to high contact rates. The company was experiencing around 12,000 issues per month, which was unsustainable with only four agents on staff. Additionally, the email platform did not facilitate self-service, which was proving to be a preference among mobile game players.
Hothead-Challenges

The Solution

Hothead Games decided to transition from Zendesk’s email tool to Helpshift’s in-app customer care solution. Helpshift’s platform provided a more intuitive self-service experience for players through in-app FAQs, enabling them to resolve many of their issues independently. This solution was designed to scale with the company’s growth, offering seamless integration and reducing the need for additional human resources. By leveraging Helpshift’s native help tools, Hothead Games aimed to cut contact rates significantly while improving response times and overall customer satisfaction

The Results

The implementation of Helpshift’s customer support solution led to outstanding results for Hothead Games. They observed a 50% reduction in contact rates, with monthly issues dropping from 12,000 to 6,000. The average response time to customer inquiries improved dramatically, and the company was able to respond to all issues within a maximum of 20 hours, offering 24/7 support with FAQs. These improvements contributed to maintaining their brand promise of an 80% rate of customer satisfaction. Additionally, the in-app support system enhanced player retention goals and positively influenced the company’s operations. Hothead Games now confidently manages customer support while focusing on growth and maintaining a high level of service for their players.

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