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Helpshift 2023 State of Player Support in Console Games

Helpshift 2023 State of Player Support in Console Games

Helpshift 2023 State of Player Support in Console Games

Pages

16 Pages

This report analyzes the evolving landscape of player support specifically within console gaming. It highlights the increasing complexity of player issues driven by live service models, cross-platform accounts, subscriptions, and digital marketplaces. The report examines key metrics such as automation adoption, response times, resolution times, and CSAT across console environments. It emphasizes the growing importance of in-game and in-platform support experiences, asynchronous messaging, and AI-driven workflows to manage volume spikes during launches and updates. Findings show that partial automation delivers the strongest CSAT results by combining AI triage with human empathy for complex or high-value cases. The report concludes that scalable automation, backend integrations, and persona

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