[Helpfeel Co., Ltd.] “Vitabrid Japan”, which sells a beauty series with cumulative sales of 15 million units through D2C, introduces search SaaS “Helpfeel”
*View in browser* *Helpfeel Co., Ltd.*
Press release: February 8, 2024
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“Vitabrid Japan”, which develops beauty series with cumulative sales of 15 million units through D2C, introduces search SaaS “Helpfeel” *Helpfeel’s patented technology “Intent Prediction Search” realizes FAQ that allows you to search by abbreviations and nicknames* Helpfeel Co., Ltd. (Kyoto City, Kyoto Prefecture, Representative Director/CEO: Isshu Rakusai, hereinafter
Helpfeel) is Vitabrid Japan Co., Ltd. (Minato-ku, Tokyo,
Representative Director: Hiroshi Otsuka, hereinafter referred to as Search SaaS “Helpfeel” (Helpfeel: https://helpfeel.com/) on the EC site operated by Vitabrid Japan
)” has been introduced.
■Background of introduction
D2C (Direct to
Vitabrid Japan is involved in the Customer) business. We have developed a number of products, including the “Vitabrid C” series, which has sold over 15 million units (*1), and sell them on our own e-commerce site.
Vitabrid Japan receives more than 30,000 inquiries a month, 90% of which are handled by telephone and about 70 operators respond to them. Although we had introduced a FAQ system, many customers were unable to find the answers they were looking for on the site, making it difficult to respond to inquiries.
■Renovated the FAQ to accommodate a wide range of search keywords to improve the usability of the EC site
By introducing the search SaaS “Helpfeel”, Vitabrid Japan aims to achieve the following.
* 1. Improving customer experience *
With the conventional FAQ system, it was necessary to create a Q&A for each search keyword, which resulted in the problem of not being able to cover all the keywords that customers actually search
for.Helpfeel’s patented technology “Intent Prediction Search” This makes it possible to present answers sought from a variety of search keywords. We can flexibly respond to product names written in English or katakana, as well as abbreviations and nicknames, helping customers quickly resolve their questions.
* 2. Reduce number of inquiries *
We aim to reduce the number of inquiries by creating an environment where customers can solve their problems on their own.
* 3. Continuous analysis and improvement cycle *
By visualizing the data required for analysis, we can implement data-driven improvement actions for FAQ and EC sites. In addition, our customer success team will be there to assist you, making it possible to continue operating FAQs without straining Vitabrid Japan’s resources.
We will continue to support Vitabrid Japan’s FAQ system operation and support customers in solving their problems.
*1: Cumulative sales volume of Vitabrid C series from June 2014 to September 2023
Helpfeel introduction page: https://help.vitabrid.co.jp/ ■About search SaaS “Helpfeel”
Enterprise search “Helpfeel” that delivers knowledge
* Unique “intention prediction search” realized by AI technology and technical writer (*2) *
“Helpfeel” is a search-type FAQ system that boasts a search hit rate of 98% and is equipped with the world’s first proprietary algorithm “Intent Prediction Search.”
“Intent Prediction Search” is a system that predicts the “intent” of what the searcher wants to know based on the words entered in the FAQ, and quickly searches for answers that match that intent. Even if your search keywords are vague or intuitive, or if there are misspellings or kanji/kana spellings, you can quickly find the most suitable FAQ page that will help you answer your questions. For each FAQ article, technical writers and AI technology
Therefore, it predicts the words that the user will type and creates approximately 50 “intent expressions.”
It also predicts questions and displays possible answers even while you are typing a search keyword.
Furthermore, by searching within the device rather than on the server side, we have achieved a high-speed response of 0.001 seconds, which is approximately 1,000 times faster than the average FAQ system.
With these features, “Helpfeel” contributes to reducing the burden on customer support representatives and call centers and improving the customer experience.
Additionally, unlike traditional chatbots, there is no need to prepare data for AI to learn or to tune it after installation. Companies that have introduced this service can implement a high-performance FAQ site in a short period of time by simply preparing “answer articles” for searches.
*2: Helpfeel’s patented technology
Helpfeel service site
▼Helpfeel awards history
– “Industry Co-Creation (ICC Summit) KYOTO 2023”
Guardian Award Winner, Guardian Catapult Winner
– Received 6 awards in the FAQ system category of “BOXIL SaaS AWARD Autumn 2023”
– “Industry Co-Creation (ICC Summit) FUKUOKA 2023”
Guardian Award Winner
– Received “2021 Good Design Award”
– “Industry Co-Creation (ICC) Summit KYOTO 2021”
“SaaS RISING STAR CATAPULT Find the next unicorn!” Winner
– Received “Mizuho Innovation Award” in the fourth quarter of 2020 – Advance to “X-Tech Innovation 2020” Grand Prix Final
– Participated in 2019 IVS LaunchPad
▼Helpfeel introduced companies (some)
Vitabrid Japan Co., Ltd.
Established: April 22, 2014
Representative: Representative Director Hiroshi Otsuka
Head Office: 37th floor, Akasaka Biz Tower, 5-3-1 Akasaka, Minato-ku, Tokyo 107-6337
Site: https://vitabrid.co.jp/
Helpfeel Co., Ltd.
Founded: December 21, 2007 (Japanese corporation established on December 4, 2020)
Representative: Kazushu Rakusai, Representative Director/CEO Kyoto Office: 5th floor, Kawamoto Building, 110-16 Gosho Yahata-cho, Kamigyo-ku, Kyoto 602-0023
Tokyo office: 5th floor, Shiodome City Center, 1-5-2
Higashi-Shinbashi, Minato-ku, Tokyo 105-7105
Site: https://corp.helpfeel.com/
Helpfeel Co., Ltd. is a SaaS startup founded in Silicon Valley in the United States in 2007. It was created by Kazushu Rakusai (CEO), who was certified as a genius programmer by the Ministry of Economy, Trade and Industry’s IPA Unexplored Software Creation Project, and Toshiyuki Masui, a leading UI researcher who was invited by Apple to develop the iPhone’s flick input system.
Helpfeel is “Human Empowerment Technology
With the vision of “expanding people’s potential through the invention of technology,” we develop and operate three cloud services. ・Enterprise search “Helpfeel” that delivers knowledge https://helpfeel.com/ ・“Scrapbox”, an ideation tool to refine your knowledge
https://scrapbox.io/product
・Media capture that turns information into knowledge “Gyazo” https://gyazo.com/about
[Click here to download materials and inquire about Helpfeel] Contact us: https://helpfeel.com/contact
Service documentation:
https://helpfeel.com/download_resource/helpfeel_service_guide *About details about this release*
https://prtimes.jp/main/html/rd/p/000000281.000027275.html
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