Case Study: KIXEYE achieves 40% higher CSAT with Helpshift

KIXEYE boosts CSAT 40% with Helpshift

Kixeye, a game developer, faced the challenge of standardizing its player support system across its parent company's studios while needing to replace its existing BPO and Zendesk solution due to a contract anniversary. They partnered with vendor Helpshift to implement a new support platform and achieve this global standardization.

The solution from Helpshift included a seamless migration from Zendesk, the implementation of its Custom Bots and Automations, and advanced AI features like Language AI and the AI Agent Copilot suite. This resulted in a 40% increase in CSAT, a 76.8% reduction in Time to First Human Response, and over $100,000 in savings within six months. Helpshift also enabled an 85% automation rate and a 93% FAQ deflection rate.

KIXEYE