Observed Signal · Apr 14, 2022 · Product Launch · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
Helpshift Launches Metashift, First Customer Support System for Metaverse
Helpshift, a provider of in-app customer service and user assistance, announced the launch of Metashift, described as the first customer support system for the metaverse. The solution enables brands to deliver immersive, in-world customer service, collect feedback and crash reports, and integrate blockchain verification for mobile, AR, and VR experiences. According to CEO Eric Vermillion, Metashift will allow users to get support without leaving virtual environments. Metashift rolls out in phases: free feedback and crash reporting for mobile and AR starts May 3, 2022; blockchain verification for NFTs and asset ownership follows in Q3 2022; native in-VR support is planned for Q4 2022. Helpshift also highlighted that its platform currently supports over 800 million player self-service interactions per year and uses AI to reduce churn and improve customer satisfaction.
Helpshift expands customer support into AR/VR and metaverse environments, signaling a new CX channel for brands, but the direct impact on core advertising technology remains limited.
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Key Takeaways & Evidence Grounding
- Helpshift announced Metashift, described as the first customer support system for the metaverse.
- Metashift supports in-world customer service, feedback, crash reporting, and blockchain verification for mobile, AR, and VR experiences.
- Phase one launches May 3, 2022; blockchain verification arrives in Q3 2022; native VR support is planned for Q4 2022.
- Helpshift supports over 800 million player self-service interactions per year.
- Helpshift's platform uses AI to help reduce churn and increase CSAT.
Ontology Mapping & Concepts
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