Case Study: Jam City doubles CSAT and cuts ticket volume 30% with Helpshift
Key results
The challenge
Jam City, a global mobile game developer behind titles including Cookie Jam, Panda Pop, and Harry Potter: Hogwarts Mystery, operates across five countries with over 700 employees and handled up to 90,000 support tickets monthly. Its existing system, reliant on live agents and email, struggled to scale with rising demand and the varied channel preferences of its player base.
The solution
Jam City onboarded Helpshift and introduced an in-game searchable knowledge base so players could self-serve without submitting a request, then shifted from email-based support to in-app messaging aligned to each game's audience. Helpshift's data and reporting tools supplied support analytics and consolidated customer feedback.
The results, in context
The in-game knowledge base drove a 90% ticket deflection rate and a 30% reduction in overall ticket volume compared with the legacy solution. CSAT doubled, a 100% increase, and Helpshift's unified dashboard let Jam City feed customer feedback into product development, turning support into a business driver.