Support Ticket Analysis Keeps Your Company in the Game

How mobile game developers can reduce player churn, outsourcing costs, and time to resolution in their help desk with support ticket analysis

ticket analysis

Illustration by Paul Watson

Identifying the cause of user drop-off is among the most crucial tasks facing any mobile game developer. If you can determine why, where, and when people are uninstalling your app, you can leverage that knowledge to reduce churn. 

This is especially important in the case of your most passionate players, people who also happen to be the paying users supporting your game’s bottom line. 

Support tickets are among the most important tools in your arsenal for identifying why people are quitting. Through support ticket trend analysis, you can identify common problems, themes, and concerns across the sum of your tickets. From there, you can compile your findings into a support ticket analysis report and use it to improve the game. 

For a developer with only one or two games and a relatively small user-base, this is relatively straightforward. As your studio grows and your games become more popular, it becomes exponentially more difficult. Eventually, you might end up seeing monthly support ticket numbers in the tens of thousands, making it near-impossible to identify patterns or themes.   

1. When Players Stop Playing: Churn and the Golden Cohort

There are many reasons why someone might stop playing a game. Ultimately, however, they can all be categorized under the umbrellas of boredom, frustration, and anxiety. In some cases, the churn may be unavoidable, the result of a fundamental design feature of the game. 

More often, however, it can be traced to a mistake. A gameplay bug, an imbalanced update, an issue with a user’s device, etc. Basically, anything that impacts the game’s performance or prevents someone from playing your game needs to be prioritized. 

There are plenty of people who, if they encounter a problem, will simply uninstall. Given that mobile games are uninstalled 34% more frequently than other apps, this is largely unavoidable. Attempting to retain these users would largely be a waste of resources. 

Instead, your focus should be on your veteran players. The dedicated users who are with a game for the long haul. They are what game analytics terms your  golden cohort. 

The work required to analyze a support ticket cannot be done effectively at scale. That’s why Keatext exists. Keatext leverages advanced natural language processing and machine learning to quickly and efficiently analyze your support tickets at any scale.

They play more often and spend more in both frequency and volume. Whether or not a developer is able to keep this group of players happy is a core factor in a game’s success or failure. Coincidentally, this group is also the likeliest to submit support tickets. 

Meaning that the longer you take to resolve each ticket, the greater the chance that you’ll lose one of these crucial users, and a chunk of your revenue with them. 

2. Cut Through the Noise with Keatext’s Support Ticket Analysis

Few mobile developers are prepared for a breakaway success. Unless you’re a direct subsidiary of a larger publisher, there’s a good chance that you have a team of thirty people, at most. And while you certainly can bring in support professionals to help you deal with the increased workload, that still doesn’t address the core problem. 

The work required to analyze a support ticket cannot be done effectively at scale. Even though you might know there are valuable insights in each ticket, data analysis requires time and resources you simply don’t have. That’s why Keatext exists. 

Keatext leverages advanced natural language processing and machine learning to quickly and efficiently analyze your support tickets at any scale. Trends and patterns are displayed in an intuitive ticket analysis dashboard, which not only allows you to gain deeper insights about your most valuable players, but also to ensure those players receive the best support experience possible. 

A Powerful Training Tool

Few things will sour a player faster than a support professional who either doesn’t listen or doesn’t understand. Chances are good that they’re already frustrated by whatever issue caused them to submit a ticket. If they have a poor support experience on top of that, there’s the potential to lose them entirely. 

Keatext addresses this by allowing you to analyze not only tickets, but also support conversations. You’ll know at a glance which responses work and which responses don’t. More importantly, you can quickly identify agents who appear to be creating negative sentiment and provide them with additional training. 

This allows you to keep your agent’s responses relevant, on brand, and most importantly, helpful. 

Eliminate Your User Drop Off Moments

Through analysis of your support tickets, Keatext greatly assists you in identifying the underlying issues causing them. Addressing the issue directly improves overall gameplay for new players and veterans alike. It also means fewer support tickets.

In addition to allowing agents to spend more time addressing more complex issues, this considerably reduces outsourcing costs. 

Keatext allows you to analyze not only tickets, but also support conversations. You’ll know at a glance which responses work and which responses don’t. More importantly, you can quickly identify agents who appear to be creating negative sentiment and provide them with additional training. 

Advanced NLP for Support Ticket Analysis

Particularly when they become popular, mobile games have a worldwide audience on the app store. Keatext recognizes this. That’s why our solution is capable of not only analyzing support tickets in multiple languages, but also translating your tickets to English to consolidate insights in one language. This means that regardless of the region from which a ticket originates, you can quickly identify where to direct and prioritize both support and development efforts. 

Support ticket classification is also made simpler through machine learning, and for reporting purposes, you can easily generate a ticket analysis report in Excel. 

Understand Sentiment

Beyond support ticket management and bug fixes, Keatext also provides a way for you to gauge sentiment about the status of a game. Particularly if you blend review analysis with support ticket analysis, you’ll have a window into what your players are thinking. You’ll be able to easily determine what players like, what they don’t, and whether or not each update is a success. 

Seamless, Efficient, Intuitive

Keatext is designed with ease of use in mind, and it integrates seamlessly with help desk solutions like Zendesk. In addition to further streamlining ticket analysis, this provides the solution with more data, meaning an even more accurate picture of customer sentiment.

3. Turn User Sentiment Into Your Ticket to Success

For a small developer just getting on its feet, ticket analysis is much less of a challenge (and much less of a priority). However, as your studio grows and thrives, the need for proactive remediation and more efficient management of support tickets becomes increasingly important. 

Discover how Keatext can help you turn user sentiment into a competitive advantage. Through Keatext, you can arm yourself with the necessary insights to identify user behavior trends, both in-app and through support channels.

Book a demo today to see how top mobile developers are leveraging Keatext to create the best user experience possible.

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Turn user sentiment into a competitive advantage with Keatext's support ticket analysis.

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