Case Study: SYBO achieves 4.3 CSAT and 95% deflection with Helpshift

SYBO achieves 95% deflection and 4.3 CSAT with Helpshift

SYBO, the developer behind the hit game Subway Surfers, faced significant challenges with its previous email-based support system, which hindered player retention and satisfaction. Their reliance on Zendesk resulted in poor automation and long wait times. To address this, they partnered with vendor Helpshift for its advanced AI and bot capabilities.

By implementing Helpshift's in-game messaging, smart intents, and Language AI, SYBO achieved remarkable results. They saw a 95% deflection rate, an 86% decrease in time to first response, and a 4.3 CSAT score. The solution also boosted agent productivity by 80% and delivered substantial cost savings, significantly improving the overall player experience.

SYBO