Omni-Channel SaaS Chat System Development
Budget: $250 – $1,000 SGD
We are seeking either a ready-made solution or a developer to create a new SaaS Omni Chat Channel system to facilitate seamless communication between online sellers (clients) and their customers. This system will integrate various communication applications, including WhatsApp, Telegram, TikTok, Facebook Messenger, Instagram, Shopee, and Lazada. Additionally, we plan to use Besta as our billing system, so experience in integrating this is essential. We also intend to use Brevo for managing client subscription data.
Key Responsibilities:
Develop and integrate a system to enable direct and effective communication between online sellers (clients) and their customers.
Provide necessary functionalities for:
Admin (SaaS Owner): Manage the system, oversee users, access analytics, generate reports, manage support tickets, and configure settings.
Admin Staff (SaaS Employees): Handle customer inquiries, manage support tickets, and assist clients in using the system.
Clients (Sellers): Access communication tools to connect with their customers, manage support tickets, and supervise their support agents.
System Stability and Scalability Requirements:
To ensure a stable, high-performing system, the SaaS platform should be capable of connecting with multiple dedicated servers, each responsible for distinct functions:
Web Server: Manages all front-end requests, delivering a seamless user experience.
App Server: Manages application logic and background processes for efficient operation.
Database Server: Stores and retrieves data reliably for quick access and high performance.
Billing Server: Dedicated to managing all billing-related activities, integrated with Besta.
Helpdesk or Support Ticket Server: Manages support tickets, allowing for efficient customer support and resolution of client issues.
We aim to deploy this SaaS system on either Virtual Private Servers (VPS), dedicated servers, or potentially cloud servers, allowing flexibility to scale based on system demands and ensuring stability.
Essential Functions:
Admin Functions:
1. User Management:
Add, edit, or remove users.
Set roles and permissions for Admin and Admin Staff.
2. Analytics and Reporting:
Access performance metrics to improve interactions between clients and their customers.
Generate reports on overall system usage and effectiveness.
3. Support Ticket Management:
Receive, monitor, and resolve support tickets from clients.
Track ticket status (open, in progress, closed) and provide notifications for updates.
Store ticket history to analyze recurring issues.
4. Message Oversight:
Monitor communications to ensure quality and compliance.
5. Configuration Settings:
Customize platform integrations, notification settings, and billing system integration (with Besta).
6. Subscription Management:
Use Brevo to store and manage client subscription data.
7. Auto-Reply Function for Frequently Asked Questions (FAQ):
Enable auto-reply for questions already answered in the FAQ database. If a customer asks a question that matches a saved answer, the system will automatically respond with the relevant answer.
Admin can manage the FAQ database, adding, editing, or deleting responses as needed.
Admin Staff Functions:
1. Customer Interaction Management:
Support clients in responding to inquiries across all integrated platforms.
Assign tickets or inquiries to specific team members as needed.
2. Support Ticket Management:
Receive and manage support tickets from clients.
Assign tickets to specific team members based on expertise or availability.
Use notifications and follow-ups to prioritize issues and increase efficiency.
3. Access to Client Information:
View and update client profiles and interaction history.
4. Message Management:
Schedule follow-ups and use automated responses for efficiency.
5. Agent Rotation System:
Implement an agent rotation system based on availability to ensure fair distribution of customer inquiries.
Assign new customers to available agents while ensuring continuity for existing customers.
6. Collaboration Tools:
Facilitate communication among staff to resolve client issues effectively.
7. Auto-Reply for Common Client Questions:
Admin staff can set up auto-replies for frequently asked questions received from clients (sellers) regarding SaaS functionality or system usage.
Access a saved answer database to accelerate responses to clients with recurring questions.
Client Functions (Sellers):
1. User-Friendly Interface:
Access a dashboard for easy navigation and communication with their customers.
2. Support Ticket Management:
Submit support tickets to SaaS admin staff for any issues or assistance needed.
View ticket status (open, in progress, closed) to track progress and know when issues are expected to be resolved.
Provide feedback after ticket closure to evaluate support quality.
3. Interaction History:
View past communications with their customers for context.
4. Notifications:
Receive alerts for new messages or updates from their customers.
5. Agent Management:
Agent Rotation System: Rotate their own support agents to ensure coverage and fairness. Assign inquiries dynamically based on agents' current workload.
Automatically connect returning customers with the agent they previously interacted with to maintain relationship continuity.
6. Auto-Reply Based on Database:
Sellers can store answers for common customer questions in a database and enable auto-replies for frequently asked questions.
If a customer asks a question that matches a previously answered question, the system will automatically send the appropriate response. Sellers can update and manage this answer database as needed.
Documentation Requirements:
We also require comprehensive documentation for company use that includes:
All system functions and how to utilize them.
Setup instructions and configuration settings for each server used in the SaaS Omni Chat Channel system.
Guidelines for managing each server to ensure smooth operation.
This system is designed to enhance clarity and efficiency in communication between online sellers and their customers, fostering stronger relationships and improving overall satisfaction.
If you have a ready-made solution or are interested in developing a new system meeting these specifications, please PM us for further discussion. Experience with multi-server architecture and integrations for stability and performance is essential.
Key Responsibilities:
Develop and integrate a system to enable direct and effective communication between online sellers (clients) and their customers.
Provide necessary functionalities for:
Admin (SaaS Owner): Manage the system, oversee users, access analytics, generate reports, manage support tickets, and configure settings.
Admin Staff (SaaS Employees): Handle customer inquiries, manage support tickets, and assist clients in using the system.
Clients (Sellers): Access communication tools to connect with their customers, manage support tickets, and supervise their support agents.
System Stability and Scalability Requirements:
To ensure a stable, high-performing system, the SaaS platform should be capable of connecting with multiple dedicated servers, each responsible for distinct functions:
Web Server: Manages all front-end requests, delivering a seamless user experience.
App Server: Manages application logic and background processes for efficient operation.
Database Server: Stores and retrieves data reliably for quick access and high performance.
Billing Server: Dedicated to managing all billing-related activities, integrated with Besta.
Helpdesk or Support Ticket Server: Manages support tickets, allowing for efficient customer support and resolution of client issues.
We aim to deploy this SaaS system on either Virtual Private Servers (VPS), dedicated servers, or potentially cloud servers, allowing flexibility to scale based on system demands and ensuring stability.
Essential Functions:
Admin Functions:
1. User Management:
Add, edit, or remove users.
Set roles and permissions for Admin and Admin Staff.
2. Analytics and Reporting:
Access performance metrics to improve interactions between clients and their customers.
Generate reports on overall system usage and effectiveness.
3. Support Ticket Management:
Receive, monitor, and resolve support tickets from clients.
Track ticket status (open, in progress, closed) and provide notifications for updates.
Store ticket history to analyze recurring issues.
4. Message Oversight:
Monitor communications to ensure quality and compliance.
5. Configuration Settings:
Customize platform integrations, notification settings, and billing system integration (with Besta).
6. Subscription Management:
Use Brevo to store and manage client subscription data.
7. Auto-Reply Function for Frequently Asked Questions (FAQ):
Enable auto-reply for questions already answered in the FAQ database. If a customer asks a question that matches a saved answer, the system will automatically respond with the relevant answer.
Admin can manage the FAQ database, adding, editing, or deleting responses as needed.
Admin Staff Functions:
1. Customer Interaction Management:
Support clients in responding to inquiries across all integrated platforms.
Assign tickets or inquiries to specific team members as needed.
2. Support Ticket Management:
Receive and manage support tickets from clients.
Assign tickets to specific team members based on expertise or availability.
Use notifications and follow-ups to prioritize issues and increase efficiency.
3. Access to Client Information:
View and update client profiles and interaction history.
4. Message Management:
Schedule follow-ups and use automated responses for efficiency.
5. Agent Rotation System:
Implement an agent rotation system based on availability to ensure fair distribution of customer inquiries.
Assign new customers to available agents while ensuring continuity for existing customers.
6. Collaboration Tools:
Facilitate communication among staff to resolve client issues effectively.
7. Auto-Reply for Common Client Questions:
Admin staff can set up auto-replies for frequently asked questions received from clients (sellers) regarding SaaS functionality or system usage.
Access a saved answer database to accelerate responses to clients with recurring questions.
Client Functions (Sellers):
1. User-Friendly Interface:
Access a dashboard for easy navigation and communication with their customers.
2. Support Ticket Management:
Submit support tickets to SaaS admin staff for any issues or assistance needed.
View ticket status (open, in progress, closed) to track progress and know when issues are expected to be resolved.
Provide feedback after ticket closure to evaluate support quality.
3. Interaction History:
View past communications with their customers for context.
4. Notifications:
Receive alerts for new messages or updates from their customers.
5. Agent Management:
Agent Rotation System: Rotate their own support agents to ensure coverage and fairness. Assign inquiries dynamically based on agents' current workload.
Automatically connect returning customers with the agent they previously interacted with to maintain relationship continuity.
6. Auto-Reply Based on Database:
Sellers can store answers for common customer questions in a database and enable auto-replies for frequently asked questions.
If a customer asks a question that matches a previously answered question, the system will automatically send the appropriate response. Sellers can update and manage this answer database as needed.
Documentation Requirements:
We also require comprehensive documentation for company use that includes:
All system functions and how to utilize them.
Setup instructions and configuration settings for each server used in the SaaS Omni Chat Channel system.
Guidelines for managing each server to ensure smooth operation.
This system is designed to enhance clarity and efficiency in communication between online sellers and their customers, fostering stronger relationships and improving overall satisfaction.
If you have a ready-made solution or are interested in developing a new system meeting these specifications, please PM us for further discussion. Experience with multi-server architecture and integrations for stability and performance is essential.