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.
