Helpshift in-game player support

Players demand solid support directly in your game. That’s why a third of the biggest publishers and studios rely on Helpshift.

Don’t chase your players away

When players need help, the last thing they want to do is leave your game to find it. Keep players in the game with instant answers to solve their problems, so they can get back to playing faster. Helpshift provides quick and easy in-app support for mobile that’s always on.

Chat on your players’ terms

Today’s gamers expect modern, mobile-first messaging – not antiquated email and phone support. Helpshift delivers a modern chat and conversational help experience that feels as natural as chatting with a friend. Players no longer have to wait “on hold” for an answer, so they can focus on the fun.

Automate support to get players back to playing

As your game grows, so does the volume of player issues that arise. But players still want their problems resolved right away. With bots enlisted to collect issue information, complete rote tasks, automate resolution, and speed up time-to-happiness, you can focus on providing a human touch to your VIP players.

Faye Por, Director of Customer Service, Zynga

“From a player’s perspective, everything is all in one place. You can play your game, read FAQs, or get help from within the app. It’s a connected experience right at your fingertips and allows us to be where our players are.”

Faye Por, Director of Customer Service, Zynga
Nataly Kuzmina, Head of Support at Playrix

“It delivered a fully-native experience with in-app messaging. Players don't want to leave the app to send an email and calling into a call center would be unthinkable. Helpshift delivered a fully integrated experience that delighted our players.”

Nataly Kuzmina, Head of Support at Playrix
Ana Celeste Almeida Vieria, Player Support Manager Nordeus

“Helpshift has been transformative to our player support experience. Over the course of just over a year, we improved our level of automation. Most importantly, however, we have maintained CSAT throughout, while achieving our vision of scaling leaner.”

Ana Celeste Almeida Vieria, Player Support Manager Nordeus
Matt Knapman, Head of Customer Support, Hutch Games

“Before using Helpshift, support interactions could take days. We wanted to reduce these to under 24 hours and we’ve exceeded that goal. When a player has a question, we automatically see a wealth of information gathered from the device on the Helpshift agent console. It means we have to ask fewer questions and can resolve the player’s issue faster.”

Matt Knapman, Head of Customer Support, Hutch Games

Key benefits

Player self-service

No matter where your players look for support, you can provide them the right answers, right away. With in-app and web help centers and a Quicksearch bot, help is right at their fingertips.

Asynchronous chat

No one should be tethered to a chat window. Integrate asynchronous chat support into your game to better respect your player’s time and free them from needless waiting.

Issue routing and classification

Deliver the right service to the right player – and every issue to the right expert – based on player VIP status, device or issue type, language, player intent and more.

Visual bot builder

Bot building shouldn’t require a PhD. You can now build help bots in minutes with a visual solution that doesn’t depend on developers or IT.

Multilingual bots

Are your users getting lost in translation? With support for over 180 languages, your bots speak as many languages as your players do.

Agent desktop

Give your agents full control. Empower them to resolve issues quickly with an easy-to-use control panel for lightning fast access to key issue data pulled directly from your app.

Learn more

Player support benchmarks

Discover how gaming companies continue to revolutionize player support through messaging and automation, and see how your company compares to leading creators.

Master your game launch like Fruit Ninja

Launching a successful global app requires the skill and smooth moves of behind-the-scenes support ninjas. Learn how Halfbrick mastered the release of Fruit Ninja 2.

5 tips from player support experts

Over a dozen support experts from brands like Melsoft, Playdemic, Gram Games, Hutch Games, and Wooga met to discuss strategies for better player support. Find out what they shared.

Frequently asked questions

How long does it take to integrate Helpshift?

Helpshift is easy to integrate with any Unity-based game. Integration with the game can take as little as just a few minutes.

How much does Helpshift cost?

Helpshift offers three feature plans to meet different player support goals and automation needs. Pricing is based on a monthly platform fee and the number of player issues generated. Customers who commit to greater usage receive a reduced price per issue. Every plan includes 1,000 user issues per month and unlimited agent seats. For more information, fill out the contact us form.

Can Helpshift only be used with Unity?

No. Helpshift has SDKs for native iOS, Android, macOS, Xamarin, Cocos2d-x, and can also be included in web pages and desktop applications.

How do I get started?

Fill out the “contact us” form to reach out to Helpshift.

What are the minimal requirements for the Unity SDK?

The following versions are supported:

  • Unity 5.5.6 and above
  • Xcode 10.2 and above
  • For iOS: iOS 14, 13, 12, 11, and 10
  • For Android OS: 14 and above
What languages does Helpshift support?

Helpshift can provide localized support and automation in over 180 languages. For a full list of languages supported, please visit this article.

How do I begin integrating Helpshift?

For direct Unity integration, follow the steps outlined on this page.

We use cookies to ensure that we give you the best experience on our website. Visit our cookie policy page for more information.

Got it