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Development of Smart SaaS Platform for Unified Customer Feedback Management

apptension.com

Business services

Information technology

Customer service

Multichannel Customer Engagement Challenges

Large B2C enterprises struggle with fragmented customer feedback channels, inefficient information flow between internal teams, overwhelming data volumes, and limited resources to process inquiries effectively. This leads to delayed resolutions, missed improvement opportunities, and customer frustration.

About the Client

A SaaS-focused innovation lab developing enterprise solutions for customer experience optimization

Platform Development Goals

Centralize customer feedback from multiple channels into a unified dashboard
Implement AI-driven automation for ticket categorization and resolution
Enhance customer experience through real-time communication updates
Provide actionable analytics for data-driven decision-making
Optimize resource allocation through intelligent ticket prioritization

Core System Capabilities

Multi-channel integration (forms, chats, phone, email, surveys)
AI-based ticket categorization and sentiment analysis
Automated resolution of common customer requests
Real-time ticket status updates for customers
Managerial dashboard with pattern recognition and reporting
AI-generated improvement suggestions with department-specific tickets
Dynamic workload distribution system

Technology Stack Requirements

SaaS Boilerplate

Miro (design)

ChatGPT API

System Integration Needs

CRM systems
Email platforms
Call center software
Survey tools
Analytics platforms

Operational Requirements

Enterprise-grade scalability for high-volume data processing
Real-time data synchronization across channels
Enterprise security compliance (GDPR, SOC2)
High-availability architecture
Role-based access control

Business Value Projections

The solution will reduce customer service response times by 40-60%, improve customer satisfaction scores through proactive communication, enable 24/7 automated support for common issues, and provide actionable insights that reduce operational costs by optimizing resource allocation and identifying systemic improvement opportunities.