[Helpfeel Co., Ltd.] Search SaaS “Helpfeel” contributes to improving the productivity of tomorrow’s team!
*View in browser* *Helpfeel Co., Ltd.*
Press release: March 13, 2024
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Search SaaS “Helpfeel” contributes to improving the productivity of tomorrow’s team!
*Although the number of users increased by 1.6 times, the number of inquiries was suppressed*
Search SaaS “Helpfeel” provided by Helpfeel Co., Ltd. (Kyoto City, Kyoto Prefecture, Representative Director/CEO: Isshu Rakusai, hereinafter referred to as “the Company”)
https://helpfeel.com/)” is Ashita no Team Co., Ltd. (Chuo-ku, Tokyo, Representative Director, President and CEO: Hiroyuki Akabane, hereafter
This contributes to improving the operational efficiency of Tomorrow’s Team.
In place of online manuals and chatbots, Ashita’s team has introduced “Helpfeel” as content that encourages customers to self-solve, and has expanded its FAQs, reducing the number of inquiries and improving productivity.
■Helpfeel introduction background:
Looking for ways to improve work productivity in advance of
diversifying work styles
Ashita Team provides consulting regarding the personnel evaluation system “Ashita Cloud(R)” and the construction and operation of personnel evaluation systems using it.
At the support center, while emphasizing a comfortable work
environment and work-life balance for our members, we have in principle abolished user support over the phone and email, which used to take a long time, in order to focus on customer success. Although chatbots were introduced as an alternative to telephone calls and emails, the company had to analyze and modify them in-house, which did not reduce the operational burden, and the majority of inquiries were concentrated on manned chats.
■Reason for choosing Helpfeel:
FAQ system that can accommodate various names specific to personnel evaluations In the world of personnel evaluation, there are many situations in which different people have different keywords in mind even though they are seeking the same answer, so I found Helpfeel’s “intent predictive search” (*1) appealing.
For example, when people want to know something about the person who evaluates or is being evaluated, many people use the term
“superior/appraisee” rather than the technical term
“evaluator/evaluee.”
Search for “Subordinates”. We had high hopes that if we had the ability to predict a customer’s intent based on their search keywords and match them with appropriate answers, we could solve the problems we were facing.
*1: Our patented technology
■Effects of implementing Helpfeel:
Although the number of users has increased by 1.6 times, the number of inquiries has decreased!
Furthermore, the man-hours required for FAQ maintenance can be reduced and productivity improved!
After introducing “Helpfeel,” the number of customers who were able to self-solve their questions using the FAQ steadily increased, thanks in part to the fact that the manual was more easily understood than the existing manual. Even though the MAU (*2) of “Ashita no Cloud (R)” has increased approximately 1.6 times compared to the previous year, the total number of inquiries has decreased, and “Helpfeel” encourages customers to solve their own problems and reduces the number of inquiries by 4. I think we have been able to suppress it to a certain extent.
*2: Monthly Active Users
Furthermore, “Helpfeel” has excellent maintainability, and compared to the time when support manuals were used as a blog tool, the man-hours required for FAQ operations were significantly reduced. As a result of allocating the extra resources we gained, we were able to raise the customer support ratio to over 60%, even in terms of man-hours at the support center, which is a major accomplishment. Additionally, by being able to obtain data on user trends from “Helpfeel,” we are now able to quickly take measures based on solid evidence.
(The above are excerpts and edited comments from the case study article. Click here for case study article: https://helpfeel.com/works/ashita-team) ■About search SaaS “Helpfeel”
Enterprise search “Helpfeel” that delivers knowledge
* Unique “intention prediction search (*1)” 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.
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”
– Winner of “SaaS RISING STAR CATAPULT Find the next unicorn!” – 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:
https://helpfeel.com/download_resource/helpfeel_service_guide *About details about this release*
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