Unified Customer Service Portal with WhatsApp and AI Chatbot Support

Seaflux has developed a complete web portal as part of the client’s SaaS platform, allowing business owners to effectively track resolutions to customer inquiries. This customer service portal is designed to facilitate communications, increase response time, and improve customer satisfaction.

• Automated Query Resolution:
  The portal is equipped with an intelligent chatbot for customer care that automatically handles Level 1 queries. For more complex issues, the system redirects the ticket to the appropriate service personnel based on the category of the raised query. This includes a WhatsApp chatbot for business to handle common customer concerns efficiently.
• WhatsApp Business Integration:
  Seaflux integrated the WhatsApp Business Platform into the portal, allowing businesses to register with their official WhatsApp numbers and communicate with customers directly. Customers can raise tickets simply by sending their appropriate queries to the businesses through their common WhatsApp account in a predefined template, which can also be managed efficiently through the WhatsApp bot.
• Real-Time Communication:
  A communication gap between customers and customer service agents can often hinder the requests. A chat functionality that is embedded into the portal allows for seamless communication between the business and customer in real time, thus decreasing resolution times. This real-time chat, combined with the AI chatbot for customer service, ensures customers receive consistent and accurate responses across all communication channels within the customer service portal.
• Access Control Based on Permission:
  The portal incorporates a secure access model determined by user permissions assigned to their role. For example, managers can assign service agents to a customer ticket using the chat interface.
• Insightful dashboard:
  The dashboard provides reports on the count of tickets, response time, and resolution time, which can support managers and business owners in improving processes for improved results.
• Newsletter management feature:
  An additional module would allow users to publish newsletters for company news, announcements, and specials. Users could select from preset designs or create their own custom design in order to ensure consistency and ultimately create more engagement with customers in their communications.

• 1,000+ Businesses Adopted the Portal in the First Quarter
  The WhatsApp connection, combined with the WhatsApp AI chatbot, streamlined ticket creation and communication, letting various businesses handle every kind of customer communication from one simple portal.
• 41% Increase in Resolution Rate
  With end-to-end communication from customer to service personnel, more issues were completed more quickly and accurately
• 45–70% Improvement in Ticket Agent Productivity
  With chatbot automation and the WhatsApp chatbot answering simple questions automatically, all service personnel needed to do was answer complex questions, which made service personnel much more productive.