Helpshift gets patent for bridging customer support for multiple platforms

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Helpshift, which offers in-app customer support for mobile-first manufacturers, mentioned it acquired a patent for innovation in cross-platform cell app assist.

With Helpshift’s patented expertise, shoppers can use their cell phone as a bridge to safe customer support for console gaming, TV set-tops, and real-world environments.

This patent relies on Helpshift’s APIs that manufacturers can use with their console sport, TV set-top or a real-world object (similar to a resort kiosk, an merchandise in a retailer, or a cargo that’s obtained within the mail). The Helpshift APIs will seize any contextual info for the shopper and can generate a safe QR code and a safe URL hyperlink for customer support. Key phrases Studios acquired Helpshift final 12 months.

This hyperlink is then utilized by the patron with a cell system to begin a customized assist expertise that preserves the preliminary context – saving time and enhancing effectivity at every step of the shopper assist journey.

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Buyer assist is shifting towards conversational AI and automation to streamline processes, scale back wait instances, and enhance the efficacy of buyer assist brokers. Buyer expectations for assist are additionally altering quick, with the shopper expertise turning into a key driver of brand name loyalty: 72% of customers anticipate digital help to change into extra frequent, 65% of U.S. prospects say {that a} optimistic expertise with a model is extra influential than good promoting – and 32% of all prospects would cease doing enterprise with a model they beloved after only one unhealthy expertise.

Though conversational AI and automation has change into extra outstanding in net chat instruments and inside cell functions, the market has been lacking these enhancements on gaming consoles and inside bodily environments. Helpshift’s patented QR Code assist functionality now brings self-service to those experiences. Customers can scan the QR code and be directed to considered one of three experiences (primarily based on how the model desires it arrange): immediate self-help, an automatic chatbot, and even messaging with an agent.

The corporate mentioned this patent is a recognition that Helpshift’s expertise is opening new potentialities for patrons to obtain new, quick, personalised buyer assist experiences. By bridging the hole between the model’s cell app and the shopper’s bodily surroundings, sport builders, retail, and hospitality manufacturers can unlock inventive methods to ship assist and interact with prospects.

Gameloft, a global developer and writer of video games for all digital platforms, is likely one of the first Helpshift shoppers to implement this patented expertise.

“This resolution got here at an ideal time for us, as a result of we had been planning a number of console centered releases. Up to now, we’ve examined it on a few our on-going tasks and we’re more than happy with the outcomes,” mentioned Anna Yangolenko, buyer care R&D coordinator at Gameloft, mentioned in an announcement. “We noticed vital enchancment throughout all of our primary KPIs, CSAT being some of the necessary and largest enchancment areas. We’re planning to implement this resolution in all of our primary video games.”

“Helpshift is already powering cell assist on over 4B units immediately, and this patent helps additional our momentum to offer these identical instruments to console gaming, TVs and into the true world,” mentioned Erik Ashby, head of product at Helpshift, in an announcement.

Helpshift mentioned it will probably present context-aware assist with out burdening the shopper: If somebody is taking part in a sport they usually have an issue, Helpshift permits the consumer to make use of their cell system to scan a QR code and soar straight from that a part of the sport to a assist expertise. Simply by going to that QR code, the assist staff instantly is aware of the precise context of who the shopper is, the place they had been throughout the sport, and the way the assist staff may also help.

The corporate additionally mentioned it will probably get immediate assist through QR code: Helpshift provides the primary safe QR code generator for buyer assist. Manufacturers can supply their prospects immediate, related assist through a devoted QR code with out requiring the shopper to look, kind, or re-enter their verification credentials. This QR code is not only one other web site URL: it’s context-aware, retaining prospects’ info safe and private particulars seen to the assist staff, offering a frictionless assist expertise.

And Helpshift mentioned it will probably get solutions to questions in-store or on the mailbox: What occurs if prospects need to get extra details about a product whereas procuring within the retailer aisle? What in case you purchase a brand new product and have a query as quickly because the package deal arrives? Helpshift’s patented APIs may also help manufacturers ship a higher-value buyer assist expertise that meets prospects with related solutions wherever they’re in the true world – whereas connecting to the shopper through their cell system.

The corporate may also relieve lengthy strains with self-service: Retail manufacturers can eliminate lengthy wait instances for customer support and shorten the lengthy strains at checkouts and concierge desks by offering straightforward self-service for patrons to entry through cell system.

And in a retail setting, if a buyer receives a package deal with a damaged or wrong-size merchandise, they’ll use their cellphone and scan the packing sheet to begin a safe assist expertise the place the assist staff is aware of who they’re, what was shipped to them, and another info mechanically and utterly safe.

Buyer assist is turning into a make-or-break second for constructing buyer loyalty (or struggling buyer attrition). With Helpshift’s patented expertise, manufacturers can present prospects with context-aware, safe assist that bridges the hole between cell apps and the true world.

“Individuals are utilizing cell apps for extra of their on a regular basis procuring and as an extension of their real-world experiences, and they’re demanding a better degree of buyer assist that bridges the hole between cell and real-life,” mentioned Eric Vermillion, CEO of Helpshift, in an announcement. “Manufacturers must seize this chance and supply a seamless, player-focused, mixed-world expertise that engages folks wherever they’re, with the appropriate assist, in a manner that exhibits shoppers that you’re searching for them.”

I requested them how way back they did this work. In an electronic mail to GamesBeat, Helpshift mentioned improvement began in 2020 with early testing and patent information in 2021.

Worker headcount in the beginning of 2022 was 145, and immediately the corporate has 152 folks. Helpshift mentioned it plans to broaden its workforce in 2023.

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