Publisher
A Thinking Ape
- Case Study -
A Thinking Ape improves user support while doubling revenue by switching to Tapjoy’s Offerwall
Background
Popular mobile game publisher A Thinking Ape switched to Tapjoy’s offerwall with the goal of improving user experience.
Their current offerwall was generating a high volume of user complaints that were a burden on their customer service team. Users often reported issues of offers not working, and because their previous offerwall provider did not have a very strong Customer Support solution in place, all complaints were directed back to the publisher themselves. A Thinking Ape was eager to improve the experience for their users, reduce CS call volume, and free up their time for more strategic initiatives.
Strategy
Switch to Tapjoy. As the industry’s leading offerwall provider for over ten years, Tapjoy offers a fully customizable offerwall with the best quality user experience. Working with Tapjoy also includes access to a robust Customer Support department to field any issues as they arise.
A dashboard that provides full visibility into the CS process and allows publishers to manage users’ rewards
A dashboard that provides full visibility into the CS process and allows publishers to manage users’ rewards
A Customer Support FAQ page that functions as a forum and a self-serve portal in which we address user questions and offer technical support (not offered by any other providers at this time)
An automated customer feedback system that delivers a CSAT survey once a user’s case is resolved, inviting them to assess the quality of our service
Results
Switching to Tapjoy was easy thanks to support from a dedicated account manager and the Tapjoy integrations team. A Thinking Ape saw their revenue double as well as receiving a positive response from their users.
Tapjoy’s custom-branded offerwall provided a more engaging user experience, all of which helped contribute to their 2x revenue lift.
Moreover, innovative features such as offer progress tracking, the ability to submit a support ticket in-app, and user-friendly instructions radically improved the UX from a technical perspective.
2X
offerwall revenue increase
offerwall revenue increase
0
Customer service call volume decreased to almost zero
Customer service call volume decreased to almost zero
3 Days
maximum wait for response to support tickets
maximum wait for response to support tickets
What the clients had to say
“Switching to Tapjoy has all but eliminated user complaints when it comes to the offerwall. When issues do arise, Tapjoy’s customer support team is incredibly attentive to the needs of our players. The replies are always prompt, and the service ratings are excellent. Players are really happy with the entire experience.”
Caroline LeeMarketing Producer at A Thinking Ape
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Offerwalls help boost in-app purchases. Users get a taste of the premium features they’re missing out on, and after a while end up deciding to pay for the in-app purchase upfront.
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