Helpshift Launches Metashift, a Customer Support System for the Metaverse

Helpshift, a provider of in-app customer service and user support, has launched Metashift, the first user support and customer service solution for the metaverse.

Companies can use Metashift to provide immersive support within augmented and virtual reality and mobile experiences, with advanced features unique to the needs of the metaverse.

Metashift will allow companies to provide in-world support experiences so that customers can provide feedback, get questions answered, or chat with agents without ever leaving the metaverse.

"If your brand is curious about the new possibilities of the metaverse, you need to have a plan to engage with customers, collect and analyze feedback, and provide support in a way that suits the needs of the immersive environment," said Eric Vermillion, CEO of Helpshift, in a statement. "If you cannot adapt your user experiences to the metaverse, you risk losing millions of customers. The metaverse is an immersive and transformative development in how people interact and engage with brands online. However, in order to thrive, companies should prioritize the user experience to prevent churn and to create raving fans. Users should have an easy way to leave feedback and get in-world support without having to leave the metaverse experience."

Helpshift will deploy Metashift in three phases:

  • Phase One: Free out-of-the-box feedback, bug, and crash reporting (Available for mobile and AR experiences starting May 3).
  • Phase Two: Blockchain verification of identity or asset ownership, such as non-fungible tokens, by support teams from the blockchain or legacy identity providers (Availability target Q3 2022).
  • Phase Three: Native VR support, allowing customers to access FAQs, self-serve with AI-driven intents, leave feedback, report bugs and crashes, and chat with agents right from the VR experience (Availability target Q4 2022).

Keywords Studios, a video game industry services company and long-time partner of Helpshift, sees strong potential in the metaverse and believes there is growing demand for new capabilities to engage with customers in AR/VR environments.

"We believe that happy players are essential to the growth of a game because they spread the word," said Peter Gerson, Keywords Studios' senior manager of player support services, in a statement. "We enjoy our partnership with Helpshift because we know they understand the importance of a seamless user experience and allowing users to stay in-app. They are well poised to advance innovations in the metaverse, and we look forward to working alongside them in this journey."