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Mobile Gaming - The Key to Driving LTV and Reducing Churn

A number of new techniques have made it possible to engage with players in-app, without interrupting game play, to nurture minnows into dolphins and then whales.

Learn the techniques of major mobile games to increase player LTV and reduce churn.

See a real case study from a top 20 grossing iOS game that shows dramatic decrease of support requests with in-app self-service help while they scaled to millions of Monthly Active Users (MAU).

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Mobile Gaming - The Key to Driving LTV and Reducing Churn

  1. 1. Abinash Tripathy CEO In-App Customer Service for Gaming The key to driving LTV and reducing churn
  2. 2. F2P is the winning model - Lots of minnows who are potential whales Fun Fact: F2P accounts for 65% of US$9B market growing at 27% YoY
  3. 3. Minnows just swim away easily…… HOW DO I??? BORING! TOO LONG NO MORE QUESTS? OTHER GAME WAY MORE FUN Fun Fact: Paid conversion is between 2-7% OUTTA HERE
  4. 4. How do I throw a net around them? HOW DO I??? TRY THIS……. Nurturing minnows keeps them in play!
  5. 5. How do I nurture so many minnows at scale? Help them help themselves….
  6. 6. and engage 1-to-1 with all your whales ingame Fun Fact: Top 1% players account for 33% revenue
  7. 7. they will love the attention and become your biggest champions Fun Fact: 94% of whales likely to recommend to friends
  8. 8. Helpshift - for all stages of a games lifecycle GET GLOWING REVIEWS NURTURE MINNOWS PRIORITIZE WHALES GET FEEDBACK SEND PRODUCT UPDATES $ Launch Monetize Scale Referrals
  9. 9. LAUNCH In-app messaging enables players to talk to you directly with feedback
  10. 10. LAUNCH Understand game play issues and help customers make progress
  11. 11. $ MONETIZE Create priority queues for whales
  12. 12. $ MONETIZE Drive conversions in real-time during Live Events
  13. 13. SCALE Enable minnows to be self-served
  14. 14. Case Study: A top 20 grossing iOS game SEPTEMBER ‘13 SESSIONS 55M MAU ` 1.6M HELPSHIFT FAQ READS 300K Global Launch: August 1 2013 App Store performance: Top Grossing Rating: 4.5 stars Daily Tickets: 1000+ Customer Team: 5 SELF SERVICE / TICKETS =7.5% ISSUES REPORTED 22.5K
  15. 15. SCALE Only 6-9% of help users filing tickets Self%Service*Vs*Issues*Filed* 16,000" 14,000" 12,000" 10,000" 8,000" 6,000" 4,000" 2,000" 0" 19*Sep" 20*Sep" 21*Sep" 22*Sep" 23*Sep" 24*Sep" 25*Sep" 26*Sep" 27*Sep" 28*Sep" 29*Sep" 30*Sep" 1*Oct" Helpshi9"Launches" #"issues"created"in"app" #"of"FAQs"opened" 2*Oct" 3*Oct" 4*Oct" 7*Oct" 8*Oct" 9*Oct" 10*Oct" 11*Oct" 12*Oct" 13*Oct" 14*Oct" 15*Oct" 16*Oct" 17*Oct" 19*Sep" 20*Sep" 21*Sep" 22*Sep" 23*Sep" 24*Sep" 25*Sep" 26*Sep" 27*Sep" 28*Sep" 29*Sep" 30*Sep" 1*Oct" 5,278" 8,678" 11,012" 11,460" 7,467" 6,528" 6,272" 6,138" 6,375" 9,755" 11,322" 7,582" 7,616" 2*Oct" 7,078" 3*Oct" 7,060" 4*Oct" 5*Oct" 6*Oct" 7*Oct" 7,416" 11,277" 12,322" 8,752" 8*Oct" 8,242" 9*Oct" 10*Oct" 11*Oct" 12*Oct" 13*Oct" 14*Oct" 15*Oct" 16*Oct" 17*Oct" 7,833" 7,748" 8,204" 11,109" 12,523" 9,600" 8,018" 7,619" 8,249" 626" 631" 614" 7,764" 7,707" 7,938" 636" 720" 1,022" 1,008" 649" 9,090" 13,255" 13,815" 14,123" 9,055" 563" 543" 513" 7,352" 7,077" 6,242" 489" 894" 1,012" 652" 6,790" 10,422" 13,286" 8,088" 620" 5*Oct" 992" 6*Oct" 1094" 781" 7,822" 12,221" 14,570" 9,788" 743" 669" 589" 9,384" 8,529" 8,897" 677" 946" 1021" 826" 698" 657" 8,333" 11,768" 14,645" 10,710" 10,169" 9,705" 917" 9,523"
  16. 16. SCALE In-app self-service reduces >90% of tickets FAQ Shipped
  17. 17. REFERRALS Get glowing app store reviews
  18. 18. Helpshift is COPPA compliant - No contact information is needed
  19. 19. Our Customers Gaming Commerce Media Enterprise HIGHSCHOOL STORY
  20. 20. Customers love Helpshift
  21. 21. Let us help you build a chart topping game. Visit http://get.helpshift.com/secret-weapon/ to start your free trial.

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  • ellieyemengzhao

    Mar. 12, 2015

A number of new techniques have made it possible to engage with players in-app, without interrupting game play, to nurture minnows into dolphins and then whales. Learn the techniques of major mobile games to increase player LTV and reduce churn. See a real case study from a top 20 grossing iOS game that shows dramatic decrease of support requests with in-app self-service help while they scaled to millions of Monthly Active Users (MAU).

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