Helpshift launches “Metashift” – the world’s first customer support system for the metaverse

New The “Metashift” solution enables brands to provide immersive customer service and user support, get feedback and provide blockchain verification with worldwide support for mobile, AR and VR experiences.

SAN FRANCISCO, March 31, 2022 /PRNewswire/ — Helpshiftthe recognized leader in in-app customer service and user support for mobile-first brands, announced the launch of Metashift, its patented user support and customer service solution for the Metaverse. Brands can use Metashift to provide immersive support in AR, VR, and mobile experiences, with advanced features unique to Metaverse needs.

According to a recent Bloomberg report, there is a $800 billion market outlook for metaverse by 2024 and $2.5T by 2030 – particularly in gaming software and services, the industry that has played a leading role in creating the building blocks of the metaverse. Other industries taking advantage of emerging opportunities in the metaverse include fintech, mobile retail, and virtual entertainment.

However, there are great challenges and risks of disruption as more brands move their business and customer experiences to the metaverse. Brands need new ways to interact with people in these new virtual experiences; they need to be able to verify user identities and assets by navigating new technologies like NFTs, blockchain tokens, and ID tokens, and they need to make sure people are thrilled with their news metaverse experiences. With its new Metashift offering, Helpshift will help brands across the Metaverse by delivering in-world support experiences so customers can provide feedback, get their questions answered, or chat with an agent without ever leaving the Metaverse. With an immersive Metaverse-specific customer support experience, businesses can help reduce churn, increase CSAT scores, and drive revenue.

“If your brand is curious about the new possibilities of the Metaverse, you need to have a plan for engaging with customers, collecting and analyzing feedback, and providing support in a way that meets the needs of the immersive environment,” said Eric Vermilion, CEO of Helpshift. “If you can’t adapt your user experiences to the Metaverse, you risk losing millions of customers. The Metaverse is an immersive and transformative development in how people engage and interact with brands online. However, to thrive, companies should prioritize user experience to avoid churn and build enthusiastic fans Users should have an easy way to leave feedback and get support globally, without having to leave the Metaverse experience .

Keywords Studios, one of the video game industry’s leading services companies and long-time partner of Helpshift, sees great potential in the metaverse and believes there is a growing demand for new capabilities to interact with customers. in AR/VR environments.

“We believe that happy players are essential to the growth of a game because they spread the word,” said Pierre Gerson, Keywords Studios, Senior Manager Player Support Services. “We value our partnership with Helpshift as we know they understand the importance of a seamless user experience and keep users in the app. They are well positioned to drive innovations forward in the metaverse and we look forward to to work alongside them on this journey.”

Helpshift will roll out its new Metashift support solution in three phases:

  • First phase: Free out-of-the-box feedback, bug and crash reports (available for mobile and AR experiences from May 3).

Publishers can ensure their experiences are working properly and gauge the product’s fit for the market by allowing users to easily provide feedback and report bugs or crashes. Whether you already offer an experience in the Metaverse or are only working from a mobile app at the moment, Helpshift’s out-of-the-box commenting deployment will set you up for success and help reduce the potential for customer churn. your application due to poor user experience.

  • Phase two: Blockchain Verification – Metashift will enable verification of identity or ownership of assets (such as NFTs) by blockchain support teams or legacy identity providers (Q3 2022 availability target).

Support teams can now easily take advantage of new blockchain technologies to provide users with better and more secure support. This is especially important as brands will need to manage virtual assets like NFTs which can have considerable value or new SSIs (Self Sovereign Identities) which will become part of the Metaverse. Metashift phase two ensures that virtual identities and user assets can be supported in the metaverse through blockchain verification. This feature will be available to brands from Q3 2022.

  • Phase three: Native VR support (achieve support from VR experience) (target availability Q4 2022).

As user experiences evolve to become more engaging and immersive, the support journey for brands must also evolve. That’s why Helpshift is providing the first support solution for the Metaverse VR experience. Users shouldn’t have to leave VR to get help. In phase three, users will be able to access FAQs, self-serve with AI-driven intents, leave feedback, report bugs and crashes, and chat with an agent directly from the VR experience. . In-VR support will be available from Q4 2022.

Existing Helpshift users will have access to Metashift as soon as the features are rolled out. Those who are not yet Helpshift customers will be able to start using Metashift for free when it becomes available in early May and can join the waiting list now. For more details, please visit

About Helpshift
Helpshift is the only truly mobile app-integrated customer support platform. Helpshift’s patented AI technology enables brands to save time and scale their support efforts while reducing user churn and increasing their CSAT score. Today, Helpshift’s in-app support experience is the gold standard for many of the world’s best mobile apps and games, powering billions of support interactions every month. With Helpshift, brands can deliver the modern support journey where users can self-serve, get automated support from intelligent bots, and be routed to agents in an efficient and optimized way.

Helpshift is headquartered in San Francisco and has offices around the world. To learn more about Helpshift, visit and follow @helpshift on Twitter.


Joseph P. Harris