[Helpfeel Co., Ltd.] With the FAQ search system “Helpfeel”, SBI Ikiiki Shoken reduces web inquiries by up to 30%!
*View in browser* *Helpfeel Co., Ltd.*
Press release: April 12, 2024
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With the FAQ search system “Helpfeel”, SBI Ikiiki Shotaken reduces web inquiries by up to 30%!
* Improve user experience with FAQs as online applications increase! Scheduled to be introduced for call centers*
* Helpfeel Co., Ltd. (Kyoto City, Kyoto Prefecture, Representative Director/CEO: Isshu Rakusai, hereinafter
* *Helpfeel* is a FAQ search system provided by our company that can reduce the load on customer support.
This service is contributing to reducing the number of inquiries for SBI Ikiiki (Shora-Tan). *
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SBI Ikiiki Shoken, which has over 180,000 contracts (as of March 2023) for death and pet insurance, has reduced website inquiries by up to 30% by introducing the FAQ search system “Helpfeel.” has been successful. Based on these results, we plan to additionally introduce this as an internal FAQ for the call center department. *
■Background of “Helpfeel” introduction:
FAQ was not being used and I had no idea where to start improving it. SBI Ikiiki Shotan offers small-amount, short-term insurance products in four areas: death insurance, medical insurance, pet insurance, and earthquake compensation insurance. As we gradually strengthened our online contact points and information provision, we realized that we needed a smoother and more consistent UX.
We are considering reviewing the FAQ tool so that people can quickly resolve any questions they may have regarding pre- and post-contract procedures on the website. After comparing and considering multiple tools, we found that it has “high searchability” in which answer candidates are automatically displayed when keywords are entered, and that it is possible to continuously improve operations based on user behavior data with escort support. Decided to introduce FAQ search system “Helpfeel”. From the perspective of an operations manager, I also found it attractive that multiple questions could be associated with a common answer, making article creation and updating more efficient.
■ Effects of introducing “Helpfeel”:
The number of FAQ views has doubled! Reduce inquiries via the web by up to 30%! Before the introduction of Helpfeel, the number of FAQ views was around 2,000 per month, but after the introduction, the number of FAQ views doubled to over 4,000. Since there was no major change in the number of visitors to the site, the measures to increase the number of touch points for “Helpfeel” were successful, and the ability to use the FAQ directly from the main pages of the site encouraged
self-solving. I see this as a manifestation of this.
As more and more people are reading FAQ articles about the procedures that ultimately lead to phone calls, the number of cases where customers can call us directly without going through the inquiry form is increasing. As a result, the number of responses to form inquiries has been reduced, with a total reduction of about 10%, and a reduction of about 30% when limited to pet insurance-related applications, where online use is often used from the time of application.
■How to use “Helpfeel” and the future:
PDCA based on user behavior has become established. Expected to contribute to marketing
We were able to establish a regular PDCA cycle by implementing the FAQ, which had lagged behind, and the results are showing in the numbers. Thanks to Helpfeel’s rich functionality and easy-to-use management screen, the workload for article maintenance has been reduced to a fraction of what it used to be. We are gradually able to make improvements on our own while referring to the analysis proposals.
Based on these achievements, we plan to introduce “Helpfeel” as an internal FAQ for the call center department. Having a common tool will make it easier to collaborate across departments and locations, such as obtaining feedback from telephone responses and reflecting it in external FAQs.
Also, from a UX perspective, we believe that FAQs can be used not only as a tool to resolve doubts, but also as a bridge to new purchasing behavior. We are considering building a flow line for product introductions and requests for materials, starting with “Helpfeel.”
(The above are excerpts and edited comments from the case study article. Here is the case study article: https://www.helpfeel.com/works/sbi-ikiiki) ■About the FAQ search system “Helpfeel”
Dramatically reduce customer support load
The search system “Helpfeel” is a SaaS-type FAQ service that uses generative AI to predict the customer’s intentions and guide them to the answer.
If the inquiry is likened to “wind,” the FAQ is “windbreak forest.” If the windbreak doesn’t work, you’ll be left with doubtful strong winds and a lot of inquiries.
By making a windbreak (FAQ) work, it is possible to prevent damage from strong winds (inquiry). Reduce unnecessary inquiries,
dramatically improve the efficiency of customer support (CS), reduce CS costs, and generate profits.
Helpfeel service site
▼Helpfeel awards history
* ・ * “Industry Co-Creation (ICC Summit) KYOTO 2023”
Guardian Award Winner, Guardian Catapult Winner
* ・* “BOXIL SaaS AWARD Autumn 2023” FAQ system category 6 awards received * ・ * “Industry Co-Creation (ICC Summit) FUKUOKA 2023”
Guardian Award Winner
* ・* Received the “2021 Good Design Award”
* ・* “Industry Co-Creation (ICC) Summit KYOTO 2021”
* ・* “SaaS RISING STAR CATAPULT Find the next unicorn!” Winner ▼Helpfeel introduced companies (some)
SBI Ikiiki Small Amount Short Term Insurance Co., Ltd.
Established: July 3, 2007
Representative: Yuji Kurita, Representative Director and President Address: 16th floor, Izumi Garden Tower, 1-6-1 Roppongi, Minato-ku, Tokyo 106-6016
Site: https://www.i-sedai.com
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 that delivers knowledge “Helpfeel” https://www.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://www.helpfeel.com/contact
Service documentation:
https://www.helpfeel.com/download_resource/helpfeel_service_guide *About details about this release*
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