About
Smart SaaS is a solution for large companies and corporations from any industry needing help handling many different channels through which they receive customer feedback and inquiries. The app's main goal is to improve the work of both customer service teams and managers, as well as boost the customer experience.
Challenge
Virtually every large company operating in the B2C segment faces the same problem – the multitude of points of contact with customers and the inefficient flow of information between different personas, both inside and outside the company. It is mainly due to the massive amount of data, the complexity of the systems used, and limited human resources.
The customer service department employees seek a tool that will improve and accelerate the handling of incoming feedback, requests, and inquiries and enable automatic categorization based on selected criteria.
Managers desperately need categorized data from customers' feedback and inquiries to make accurate data-based decisions to improve the operation of the customer service department and the entire enterprise and to boost the customer experience.
In turn, customers would benefit from a solution that would reduce their frustration – by informing them about each step of the ticket handling process and sending feedback each time.
Process
All main phases of building the Smart SaaS app have been done in Miro. That's where the project management and design teams worked on the wireframes and prototypes, bringing their idea to life.
One of the standard requirements of our innovation lab is incorporating our own SaaS Boilerplate into the concept. So, they planned to use it to add essential features to their solution – users log in and verification, transactional emails, and subscription model.
The second additional requirement was using AI as a part of the solution. They chose the ChatGPT API, for which they found several applications – like automatically resolving simple, common customer requests, supporting customer service specialists with instructions for more complex cases, transcribing voice conversations, or detecting emotions in customer feedback.
As Smart SaaS is still in the concept phase, we have not decided which technologies will be used for the backend, frontend, infrastructure, and framework. It will be determined in the next stages of work on the project
Solution
Think about your company's ultimate dashboard, storing all customer information, including feedback, bug reports, inquiries, complaints, or praises. It is seamlessly integrated with all forms, chats, phone numbers, email addresses, or surveys, and what's more, with AI, it can automatically sort, categorize and analyze all this data. That's precisely what Smart SaaS is – a complete platform that simplifies user data flow within a business.
AI is the backbone of the Smart SaaS app, allowing to automate all simple tasks and providing support in more demanding ones. Starting from customer service, it can solve generic issues without human involvement, saving resources for more advanced tasks.
For managers, reports on feedback and other user requests are the most important source of information. With Smart SaaS, they can quickly analyze data, look for patterns and make decisions based on specific numbers and values.
But it doesn't stop there! There's another level of automation – Smart SaaS can provide AI-generated suggestions for improvements with actionable tickets directed to the departments to which the fixes apply. It also prioritizes all issues, enabling work to be evenly distributed so the customer experience is as high as possible.
In conclusion, Smart SaaS is a crucial tool that allows you to bring order to the inexhaustible waterfall of customer information your business is struggling with. And by solving issues within the company, it also boosts the customer experience.
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