[Helpfeel Co., Ltd.] Beads International reduces the number of inquiries to one-tenth by introducing Helpfeel
*View in browser* *Helpfeel Co., Ltd.*
Press release: February 21, 2024
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Beads International reduces number of inquiries to one-tenth by introducing Helpfeel
*Optimized apparel EC FAQ for young people, supports colloquial searches* Helpfeel Co., Ltd. (Kyoto City, Kyoto Prefecture, Representative Director/CEO: Isshu Rakusai, hereinafter
The search SaaS “Helpfeel” provided by B’s International Co., Ltd. (Meguro-ku, Tokyo, CEO: Yusaku Nishikata, hereinafter referred to as “Helpfeel”) provided by our company)
Beads International) has contributed to a significant reduction in the number of inquiries.
As the apparel e-commerce market continues to expand (*1), Beads International introduced “Helpfeel” and succeeded in reducing the number of inquiries from 2,000 to 200 per month. In the future, we plan to use “Helpfeel” for initiatives such as upselling by reducing the number of inquiries at stores and improving customer satisfaction. *1: Ministry of Economy, Trade and Industry Market research on electronic commerce
https://www.meti.go.jp/press/2023/08/20230831002/20230831002-1.pdf
■ Background to the introduction of “Helpfeel”: * Started reducing inquiries to increase the value provided to customers *
Beads International plans and sells street fashion brands such as XLARGE and X-girl. The number of inquiries has increased at the company, with approximately 2,000 email inquiries per month. I was so busy replying to emails that I was unable to “provide value to customers” as I should have.
The existing FAQ system had functional issues such as the lack of a search window, so we are considering updating the system. Since many of our customers are young people in their teens to 20s, we decided to introduce “Helpfeel,” which is equipped with “intent predictive search (*2)” that can provide answers based on “various keywords, including colloquialisms.”
■Effects after introducing “Helpfeel”: Number of inquiries reduced to one-tenth! We steadily improved the operation of Helpfeel along with customer success, and succeeded in significantly reducing inquiries from 2,000 a month to less than 200 a month in just under a year and a half. We optimized for smartphone use, tuned keywords, and determined the content to be included in the Frequently Asked Questions.
At the same time, we also revised the inquiry form, increasing the rate of resolution with a single response from around 70% to 90%. In addition to the introduction of Helpfeel, we have also made progress in improving the system, and our members are no longer overwhelmed with replying to emails, and are now able to focus on the work they originally wanted to do.
■ Utilizing “Helpfeel”: Utilizing FAQs for reducing store man-hours and marketing activities
Aiming to create a FAQ that can resolve inquiries not only for e-commerce sites but also for in-store usage, we have begun an initiative to print FAQ QR codes on receipts issued at stores.
What we would like to aim for in the future is customer success, which goes beyond providing customer support to solve customer problems. We discover customer needs and insights from inquiries and search behavior, and use them to improve services and develop products. We believe that the FAQ can also be applied to upselling efforts.
(The above are excerpts, edits, and some additions to comments from the case study article)
Click here for case study article Beads International case interview
■About search SaaS “Helpfeel”
Enterprise search “Helpfeel” that delivers knowledge
* Unique “intention prediction search (*2)” realized by AI technology and technical writer *
“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: “Intent predictive search” is our 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)
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:
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