Today’s gamers continue to raise the bar, setting new expectations for mobile experiences across gaming, social media, and other forms of entertainment. One major way to reduce player churn and keep them coming back for more is to show that you value their time.
By enabling in-app chatbots, you can reduce resolution time on common, day-to-day issues. Data shows that implementing help bots alone can resolve over 90% of player issues. Plus, the more questions you can answer upfront, the fewer tickets you can expect to pass through your customer service team, which saves you resources in addition to your customer’s time.
When a live agent is needed, bots have already served an important purpose by collecting player details like their name, player status, issue, OS, and more. This eliminates the need to ask gamers to repeat themselves, and further streamlines the resolution process.
In-app resolutions that help cultivate happier players also solidify brand loyalty. According to Peter Gerson, Senior Manager of Player Solutions at Keywords Studios, “Players are five times more likely to purchase again if they’re happy. And loyal customers are four times more likely to refer a friend.” Now, that’s priceless.
Source: Unity Technologies Blog