Implementing Helpshift led to remarkable improvements in Playrix’s player support and satisfaction metrics. A significant 90% of issues were resolved through self-service, and more than half of the remaining issues were handled by bots, reducing agent workloads by over 50%. The swift two-month adoption period of Helpshift allowed Playrix to not only improve player satisfaction and retention but also positively impact app store reviews and, consequently, revenue.
Moreover, during the 2020 COVID-19 pandemic, as service request volumes spiked due to increased gameplay, Playrix could scale its support seamlessly, thanks to Helpshift’s automation and bots. This capability ensured players continued to enjoy a distraction-free gaming experience during challenging times.
Overall, the partnership with Helpshift has been highly successful for Playrix, enhancing the player experience, increasing agent satisfaction, and enabling the company to scale its support system to meet the demands of its growing player base.
