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.

We cached all the call data and reinitiated the call every time the widget gets re-rendered. This ensured the conversation flow was intact even when navigating multiple pages.

Building a Robust SaaS Widget for Exceptional Customer Support

Project Type

Web App -Widget

Tech Stack

Building a Robust SaaS Widget for Exceptional Customer Support

ABOUT THE CLIENT

SaaS Company Offering Customer-centric Solutions

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.

OVERVIEW

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

1 Millionconcurrent user capacity

5000+ Hrsof potential development time savings

30 Minsintegration and installation of widget

Product Design

BUSINESS REQUIREMENT

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.

OUR APPROACH

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.

1. Development Milestone

Agile for fast and stable project delivery and shipping timelines

2. Methodology Used
Time and Material (T&M) for better flexibility and collaboration

3. Execution Journey

PROJECT EXECUTION

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

Consumer Flow Agent Flow Admin flow

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.

RESULTS

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 Millionconcurrent user capacity

5000+ Hrsof potential development time savings

30 Minsintegration and installation of widget

What You Need to Know

Challenges & Solutions

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

Case Studies.