Building a Robust SaaS Widget for Exceptional Customer Support



Web App - Widget


Travel & Hospitality




React RnD

React RnD



Key Results


1 Million

concurrent user capacity


5000+ Hrs

of potential development time savings


30 Mins

integration and installation of widget

Product Design


SaaS Company Offering Customer-centric Solutions

San Francisco, CA

Their specialty lies in offering innovative solutions that cater to the unique needs of businesses across various industries. The company operates on a global scale.


A SaaS Widget for Exceptional Customer Support

The client wanted us to create a widget for customers to communicate with service agents through various channels, such as text and video. They wanted the app to be dependable and robust enough to surpass industry benchmarks.

Key Objectives to Achieve

  • Create a software-as-a-service (SaaS) suite for customer support.
  • Build an iframe widget capable of being placed on any site using a few lines of JavaScript.
  • Flow similar to Intercom, and customers could interact with this widget to contact support

Stable iframe Widget With Multimedia Features

The widget needed to deliver a good user experience and enable agents to interact with customers effortlessly.

Key Features to Build

  • Allow customers to communicate with agents through text and video.
  • Enable multi-person video chat capabilities with a dynamic layout.
  • Have Integrated screen-sharing features with real-time notifications for events and status.

Evaluate. Plan Milestones. Build in Agile.

The project requirements were first evaluated to finalize the tech stacks and the development methodology. The execution was then planned according to the timelines agreed by the client. The milestones were planned to be completed in an agile manner.

Development Milestone

Agile for fast and stable project delivery and shipping timelines

Methodology Used

Time and Material (T&M) for better flexibility and collaboration

Execution Journey

Execution Journey

Integrated Tech Stacks with User-centric Design

From the get-go, we understood that there needs to be good integration between the tech stacks used in the project. Through this realization, we chose tools to deliver the best results together.

  • Front-end Tech Stacks
  • Key Tech Stacks
General Communication Flow

Agile Development. Time and Material Method. Strict Quality Tests.

Our team utilized a Time and Material engagement model to foster better collaboration. Additionally, we prioritized quality assessment (QA) at every stage of the development process, with a dedicated QA check for most steps.

Features Built

  • A widget for communication with agents via various channels
  • Video/voice call integration using 100ms
  • Screen share integration
  • Multi-person video chat with a dynamic layout
  • Notifications flow for real-time events, calls, and status updates
  • Real-time event for call notification and call status
  • PIP flow for video/voice call when not present in video call screen

User Flow Created

Consumer Flow

The flow for consumers was designed to be intuitive and self-explanatory. They would get multiple sign-in options and get notifications when an agent joined. Agent assignment would happen according to the topic selected.

Agent Flow

When a room is created by the consumer, the agent gets a notification to enter the room. On entry, the agent will receive all the sign-in info the consumer shares, along with a unique ID. The agent can then follow a predefined flow for interaction.

Admin flow

Admins have the same options as agents for user interaction. Admins are also given extra privileges to add or remove agents and manage topics.


Notification Issues and Reloading

The client did not have an RT solution during the initial development phase. This prevented us from showing call notifications when a user-initiated call started.


We used only those third-party solutions that did not break security rules. For example, we encrypted the redux store using MMKV storage.

The widget reloaded every time a user navigated to a different page. This feature was critical, as it meant losing priceless interaction information if reloads happened before conversation closure.


Interactive Widget with Optimized User Flow

The project was completed within the designated timelines, and all the features planned were deployed within a short turnaround window. Implementation of the project went smoothly, and the client had no problem adopting it into their workflow.


1 Million

concurrent user capacity


5000+ Hrs

of potential development time savings


30 Mins

integration and installation of widget

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