Helpshift launches the first free plan for Metaverse customer support

The new Feedback+ plan is the first phase of Helpshift’s “Metashift” rollout for mobile in-app and augmented reality experiences

SAN FRANCISCO, May 25, 2022 /PRNewswire/ — Helpshift, the recognized leader in in-app customer service and user support for mobile-first brands, announced the availability of Feedback+, a new free in-app customer support plan. This is the first phase of the company’s deployment of Metashiftits patented user support and customer service solution for the Metaverse.

The mobile app economy continues to grow rapidly, with 31% year-over-year revenue growth according to a recent AppAnnie report. To keep pace with this rapid growth and prepare for new opportunities in the metaverse, mobile app developers and product teams need to establish a solid base of user feedback. Feedback+ is a free plan aimed at empowering app developers with new features to improve their user experience by making it easier for them to offer feedback, report bugs, and suggest improvements, all within the app. It also includes a customizable Help Center with the ability to create unlimited FAQs, helping users easily navigate the app.

“The future of customer support is in the app, and as the line between the mobile world and the Metaverse blurs, brands need to be able to seamlessly provide support in the immersive worlds where users find themselves. come together to engage in new ways,” said Eric Vermilion, CEO of Helpshift. “The stairway to this future of support begins with a feedback database. Helpshift has launched the first phase of Metashift, our Feedback+ SDK, to enable app makers to collect and analyze feedback and crash reports , equipping them with the metadata and knowledge to iterate on their product and ultimately deliver an exceptional experience through their app.”

Helpshift’s Feedback+ plan offers a unique combination of tools in one free package. Its SDK includes bug and crash reporting, allows user feedback, and provides a customizable help center, all in an integrated and seamless experience. Feedback+ users can organize, filter and sort feedback collected from their dashboard so they can use it to proactively make improvements to their app.

As Metashift continues to roll out, additional features already in progress and patented will be released, such as blockchain verification, native VR support, and the ability to collect feedback in VR experiences. Those who integrate the SDK today will have a head start and benefit from the future of support, accessing all new Metashift features as they become available.

“Our new Feedback+ SDK aims to help app makers drive growth through an incredible product experience and continue to capitalize on emerging opportunities in the metaverse,” Vermillion said. “When feedback features in VR become available, Feedback+ users will already have an edge over their competitors in the Metaverse. We’ve long said that we’re on a mission to rid the world of bad customer service…well, now this mission also includes the metaverse.”

Feedback+ helps app makers improve their user experience by collecting real-time feedback and iterating based on that feedback. This leads to an improved customer experience, which reduces churn and increases app evangelism. Better feedback also helps ensure apps are accessible to all users, regardless of ability. For example, Feedback+ helps users quickly communicate with app developers about issues they might encounter in the app if they are color blind, visually impaired, or deaf.

Feedback+ offers a few key benefits to app developers:

  • Collect real-time feedback: Find out what users like (or dislike) about your app. Metadata is automatically collected with every submission to help you get a full perspective of the experience.
  • Suggestions for improvement: Developer teams are sometimes so close to the product that they may not realize that an experience isn’t as intuitive as it should be or that a much-needed feature is missing. Give your users the power to suggest improvements so you can identify the most requested features and figure out where to improve your app.
  • Bug and crash reports: Eliminate bugs before they chase your users away! With Feedback+, users can report bugs and attach screenshots with just a few clicks.
    Automatically collected metadata can help you understand critical device and version information so your team can resolve issues quickly.
  • In-App FAQ Center:
    • Unlimited FAQs
    • Enable a seamless self-service user experience
    • Divert known issue requests
    • Track FAQ views to better understand customer needs and behaviors
    • Templates for easy configuration of modern FAQs
    • Customize your branding and colors with no-code tools

Customer feedback is becoming a strategic imperative for app makers. As consumer activity shifts to mobile apps and eventually Metaverse AR experiences, app users are likely to demand a higher level of in-app customer support.

Helpshift Feedback+ is available for free and was released on May 3 for app makers. Product teams can receive up to 250 feedback/bug report sessions per month. 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 benchmark for many of the world’s best mobile apps and games, powering billions of support interactions. 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.

Caroline Adams
[email protected]


Joseph P. Harris