Development of a User-Friendly Inquiry & Contact Platform with Automated Response Management

The client faces difficulties in managing incoming customer inquiries, leading to delayed responses and inconsistent communication, which impacts customer satisfaction and operational efficiency.

A mid-sized digital agency providing online solutions, seeking to enhance customer engagement and streamline communication channels.

• Implement an online inquiry system that ensures all customer messages are received and acknowledged within 24 hours.
• Automate initial responses to customer messages to provide instant acknowledgment and basic information.
• Enable easy tracking and management of customer messages to improve response times and communication quality.
• Reduce manual workload for customer support teams by automating routine interactions.
• Enhance transparency and responsiveness, leading to improved customer satisfaction scores.

• A messaging interface accessible via web, enabling customers to submit inquiries easily.
• Automated acknowledgment responses sent immediately after message submission.
• A dashboard for support staff to view, categorize, and respond to customer inquiries efficiently.
• Real-time notification system for new messages and pending responses.
• Response templates and canned replies to expedite common inquiries.
• Logging and analytics features to monitor response times and customer engagement metrics.

• Email notification systems for alerts
• CRM or customer database for contextual support
• Analytics and reporting tools for performance visualization

• System scalability to handle up to 10,000 concurrent users without performance degradation.
• Response time for automatic acknowledgment within 2 seconds.
• Data security compliance (e.g., GDPR, CCPA).
• 99.9% uptime and disaster recovery protocols.

The implementation of the inquiry platform is expected to improve response times by at least 50%, reduce manual workload by 30%, and enhance customer satisfaction scores significantly. This will contribute to stronger client relationships and increased operational efficiency.