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Development of a Custom Real-Time Chat Platform for Enhanced Customer-Vendor Communication

rst.software

eCommerce

Retail

Automotive

Challenges in Customer Service and Operational Efficiency

Helmet House's website lacked real-time stock availability information at vendor locations, leading to missed sales opportunities and poor customer experience. The existing communication system relied on inefficient and expensive text messages and online forms, requiring a cost-effective, scalable solution for real-time customer-vendor interaction.

About the Client

Leading online distributor of motorcycle gear in the U.S. with over 1,000 supplier partnerships, seeking to improve customer experience and operational efficiency.

Project Goals for Enhanced Customer Service

Implement a low-cost, scalable real-time chat solution for customer-vendor communication
Enable seamless stock availability inquiries and pickup coordination
Reduce reliance on expensive third-party communication tools
Improve customer satisfaction through intuitive web-based chat integration

Core System Functionalities and Key Features

Direct customer-to-vendor chat with user introduction
Multi-agent participation in vendor-side conversations
Multimedia file sharing (images/documents)
Voice messaging capabilities
Conversation archiving and history retrieval
Customer/vendor polls for quick responses
Integrated admin panel for communication oversight
Real-time group chat functionality

Technology Stack Requirements

React with Custom Elements for frontend

Nest.js backend framework

AWS cloud deployment

PostgreSQL database

Matrix chat protocol

System Integration Needs

Vendor inventory management systems
Helmet House website widget integration
User authentication systems

Non-Functional Requirements

Scalability to support 1,000+ vendor agents
End-to-end encryption using Matrix protocol
High availability with AWS redundancy
Low-latency real-time messaging
Cost-effective infrastructure (<1 month of off-the-shelf alternatives)

Expected Business Impact of the Custom Chat Solution

Implementation of the custom chat platform is expected to reduce customer service costs by 90% compared to off-the-shelf solutions, increase sales conversion through improved stock visibility, enhance customer satisfaction with real-time communication, and streamline vendor operations through centralized conversation management tools.