Case Study: Jam City Doubles CSAT and Cuts Ticket Volume with Helpshift

Jam City doubles CSAT and deflects 90% of tickets with Helpshift

Jam City, a global gaming developer, faced challenges scaling its customer support as ticket volume reached up to 90,000 monthly. Its email-heavy system struggled to meet player demand and diverse communication preferences, hampering scalability and customer experience. To address this, they partnered with the vendor Helpshift, a mobile-first customer service solution.

Helpshift implemented a digital self-service knowledge base and shifted support from email to in-app messaging. This solution led to a 90% ticket deflection rate, a 30% overall reduction in ticket volume, and a 100% increase in CSAT. Helpshift's tools also provided enhanced business intelligence, turning customer support into a business driver for Jam City.

Jam City