Case Study: Rovio achieves 91% deflection and 4.3 CSAT with Helpshift

Rovio achieves 91% deflection in 8 months with Helpshift

Rovio Entertainment Group, known for the iconic Angry Birds game, faced challenges with its former support provider, which lacked key mobile features and gaming expertise. This limited their automation efforts to just 20% and resulted in unplanned costs and scalability issues, negatively impacting the player experience. To address this, Rovio turned to the vendor Helpshift for its in-game customer support service.

Helpshift implemented a swift transition from a primarily email-based system to its in-game chat solution. The solution included optimizing FAQs, using AI for accurate routing (Smart Intents), deploying Custom Bots for triage, and leveraging native Language AI translation. The results were significant, achieving a 91% deflection rate and a 295% increase in automation. Helpshift's solution also led to a 26.5% increase in CSAT and $1.7M in savings, all while decreasing translated issue costs by 60%.

Rovio