Dabi Chat created a unified chat management app that integrates multiple social media chat platforms such as Facebook, Instagram, and online marketplaces. The system enables staff to manage chats from shared accounts across devices, allowing efficient customer interaction, order management, and performance tracking.

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Key Features

• Social Media Integration: Consolidated chats from platforms like Facebook and Instagram into a single interface.
• Automated Customer Assignment: Distributed chat inquiries evenly among staff members for fairness and speed.
• In-Chat Order Management: Allowed sharing product details, creating, and managing orders directly within chat conversations.
• Performance Analytics: Monitored and evaluated staff performance with built-in analytics tools.
• Scheduled Reporting: Automatically generated time-based reports to provide actionable insights on chat activity.

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Challenges

‍Handling high chat volumes during live commerce events was a key challenge, as some sessions saw over 100 simultaneous inquiries. The automated customer assignment system balanced inquiries among staff, improving response times and ensuring no customer waited too long. Integrating product information and order management into chat workflows required seamless functionality to reduce complexity for staff while maintaining fast, user-friendly service.

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Development process

‍We planned and designed mobile-first UI tailored for social commerce. Core functionalities such as real-time chat, automated assignments, and in-chat order creation were developed. Finally, we optimized the app over three years, refining its features based on client needs and achieving stable operations.

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Tech stacks

Outcome

The app has helped businesses handle high chat volumes efficiently, enhanced staff productivity through automation, and improved customer satisfaction. Its performance monitoring tools have empowered businesses to make data-driven improvements.