Chatso CS
Platform
01. Project brief
# Product Design
# UX/UI design
# SaaS Product
# Customer Service (CS)
Timeline:
Since Jan 2020 (ongoing)
My Role:
UX/UI Designer
Team:
Project Manager x1; Onshore Devs x3; QA Tester x1
02. What is Chatso?
Chatso is a live chat client service platform. It is an important part of the Advesa e-commerce suit. With integration to the Breadstack CRM platform, we can view customer info, purchase records, pixel tracking, as well as product recommendations based on AI algorithms.
03. Challenges
How to create a chat platform from scratch?
01
Who is it for?
02
What does it do?
03
How does it look?
Client service agents
Client service agents are the most common user type in Chatso. They will chat with customers directly. They can see detailed customer information and can generate coupons for conversion. At the same time, they can also view all their previous chat records for reference.
Client service coaches
and admins
These 2 user types will monitor the client service agents. On top of all functional requirements of the agent, they can also spectate ongoing chats, see all chat records in the organization, manage agents, run analytics reports on website visits and agent performance.
Admins will also be able to invite members to the Chatso platform, including service coaches, and link more stores to Chatso.
03. Challenges
How to create a chat platform from scratch?
01
Who is it for?
02
What does it do?
03
How does it look?
CRM integration
Chatso connects directly to Breadstack CRM to provide customers with a tailored support experience throughout every stage of their buying journey.
Agents will gain access to insight on customer purchasing behaviour, comprehensive customer data, and trends on past order history to capture, captivate, and convert.
With Breastack, our AI-based algorithm will be able to make perfect product recommendations personalized for every customer.
Live chat
Our live chat function delivers personalized customer care. Whether customers are on desktop, mobile, or social, they will be able to initiate chats from their devices.
On top of that, Chatso can Intelligently assign incoming chats to active agents to ensure prompt support.
Agents will also be able to Impress visitors with exhaustive product information and recommendations powered by machine learning.
Statistics and reports
Our smart analytics feature will provide insights into customer's purchase behaviours.
Client service coaches and admins will also be able to run reports on website visits, chat service quality and agent activities.
Coupon generation
According to statistics, 40% of buyers who use live chat are more likely to make online purchases. If there are incentives combined, the number will increase to 60%.
That is why we designed a coupon generation function built directly in chat interface for agents to boost sales.
Agent management
Chatso users can transfer chats between one another with ease to connect customers to experts.
On top of that, admins can view the team’s chat load, permissions and performance all in one place to assign interactions that make the best use of each agent.
Admins can assign roles, service categories, and teams to better serve visitors.
Admins can also track performance and set goals with individual Service Rating Trackers for each agent.
01
Who is it for?
02
What does it do?
03
How does it look?
03. Challenges
How to create a chat platform from scratch?
Customized material UI
In order to have a smooth and speedy development process, we have decided to go with a material UI theme and customize it based on our function requirements.
Live chat
Coupon generation
Agent Management
Analytics
04. Latest update
Chatso is now already live. You can visit chatso.io to learn more details.
