Zendesk to Helpshift: Seamless Migration, Soaring CSAT 40%+ under 3 months
76.8%
TTFHR reduction
40%
CSAT increase (from 3.2 to 4.48)
12 Weeks
Zendesk migration
$100K
Savings in under 6 months
“Transitioning our entire player support system—from BPO agents to Keywords Studios and from Zendesk to Helpshift—was smooth and rapid. Due to the urgency, Keywords Studios managed to compress agents’ trainings into just 10 days, enabling a seamless handover the very next day after our old contract ended, ensuring zero disruption. The Helpshift’s Onboarding Team also made the implementation process seamless. Their hands-on support, clear guidance, and structured approach ensured a hassle-free migration.
Leveraging Helpshift’s Custom Bots & Automations and more recently with advanced AI features, including Language AI for translations and the AI Agent Copilot suite, has really enhanced our support efficiency, allowing us to provide faster, more accurate support, directly driving improvements in our KPIs.”
Kari Franz
Customer Support & Operations Manager
Overview
KIXEYE is the creative force behind Backyard Monsters, Battle Pirates, War Commander, VEGA Conflict, and War Commander: Rogue Assault. KIXEYE pioneered the much emulated Massively Multiplayer Online Real Time Strategy genre.
The Challenge
Kixeye had a strong opportunity ahead. Stillfront Group, the parent company of Kixeye, had embarked on a Global Services Agreement to standardize player support across all 24 studios. By partnering with Helpshift and Keywords Studios Player Support, they aligned best practices, improved outcomes across Stillfront studios, and reduced costs. Kixeye, having a contract anniversary with their BPO and also Zendesk, they wanted to swap out to the global standard.
The Solution
Kixeye rapidly achieved a 93% FAQ deflection rate, enabling players to self-serve and return to gameplay faster. Within just six months, they also reached 85% automation—an impressive milestone.
By leveraging Helpshift’s Custom Bots and Automations—and more recently, its advanced AI features including Language AI for real-time translation and the AI Agent Copilot suite—Kixeye significantly enhanced support efficiency. These innovations enabled faster, more accurate responses, directly contributing to improved KPIs.
This transformation not only elevated the player experience—with a 40% increase in CSAT and a 76.8% reduction in Time to First Human Response—but also delivered meaningful operational impact. In under six months, Kixeye streamlined support operations and saved over $100,000.
The Results
Kixeye onboarded four agents in 10 days, followed by a rapid migration from Zendesk to Helpshift in 12 weeks. Supported by Keywords Studios, the transition was seamless. The solution included:
Dedicated Keywords Studios Agents: Expert support with in-depth game and Helpshift knowledge.
Helpshift Implementation: Automated ticket management via Helpshift’s platform.
AI-Powered Features: Language AI, text template & FAQ translation, and AI Agent Copilot Suite (AI Sentiment, AI Summary, AI Reply, AI Compose) to boost agent productivity and accuracy.
Player Feedback
“This Bot Support is more convenient now compare to the past, its very convenient to us player on our problem to solve, thank you”
“New Support system is great. Thanks yall”
“This is really good way of getting support and response time was very fast I am very please Thank You so much and keep up the great work.”
