The company was founded with the vision of providing conversational, intelligent customer service. The company’s founders had noticed the demand for emerging customer service channels by frustrated consumers who found existing voice based, self-service web based and mobile app based customer service solutions to be non-intuitive nature and complex. The existing channels were time consuming and costly (not to mentioned outdated, in the case of phone based customer service) as well as difficult to navigate and utilize (in the case of self-service portals) because they lacked context about the customers’ problems.

Encouraged by this growing demand for more intuitive customer service solutions, the client had an idea for a mobile based, intelligent customer service app that would not only be able to capture customer feedback and complaints (along with context) in the form of instant messaging (IM) chat conversations using natural language, but would also be able to provide follow-ups and solutions via IM chat messages in the same manner. The company partnered with Folio3 to help bring their solution to life.

Working in close collaboration with the client’s management, Folio3 designed and developed three separate applications for the client’s platform, a native iOS based mobile app, a responsive web app (for mobile browsers) and a web based admin console. The iOS and responsive web apps allow customers to send complaints or feedback to the company in form of secure, one on one, IM chat messages. The company’s chat responses are automated messages, which pose a series of questions to the customer in order to capture the complete context of their complaint. The customer’s responses to these questions are captured in a form at the backend, which is then added to the company’s CRM as a complaint ticket. Updates to this ticket in the CRM are then conveyed to the customer via automated IM chat. Key features of the iOS and web apps include: