case study

Building Customer Service and Tele calling SAAS Software

In the fast-paced world of customer service and Tele-calling, our client wanted to build an innovative and cutting-edge solution to stand ahead above the competition and provide a SAAS solution for the Tele-calling industry. We accepted the challenge of building this innovative platform for our visionary client to redefine communication and support services. This case study unfolds our collaborative story, highlighting how we leveraged technology to empower businesses and enhance customer interactions.


Aha! moment

Our groundbreaking moment unfolded with the introduction of transformative features. The customer form and flow builder, equipped with a user-friendly drag-and-drop interface, revolutionized the creation process, making it intuitive and efficient. The addition of hot call transfer facilitated seamless transitions between callers, enhancing the overall communication experience. Another notable innovation was the introduction of voice calls between users of different businesses, supported by proficient RushAnswer agents. These agents played a pivotal role by efficiently providing support on behalf of businesses, referring to FAQs, and utilizing customizable forms to capture user data effectively. Together, these advancements redefined user interaction and support, setting a new standard for streamlined and user-centric communication solutions.

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“We selected them due to feeling like they weren't totally 'offshore' and that we felt we could trust them with advanced communication.”


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Objectives

Our objectives were clear:

  • Develop an intuitive and efficient software solution to facilitate voice calls and interactions.
  • Enhance communication through features like call forwarding and dynamic call flows.
  • Streamline data collection with a user-friendly form builder.
  • Create integrations with essential tools like Twilio, Stripe, and Clio.
  • Provide real-time analytics and insights to empower businesses.
  • Revolutionize Tele-calling with features like hot call transfer and voicemail support.

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Challenges

While developing the customer service and Tele-calling platform, we encountered several challenges:

  • Real-Time Communication: Ensuring seamless voice call functionality, call forwarding, and dynamic call flows was a complex task
  • Data Handling: Streamlining data collection and integration with Clio for businesses required meticulous planning
  • User Engagement: Designing an engaging and user-friendly interface to keep both customers and agents satisfied
  • Integration Complexity: Integrating with multiple tools, including Twilio and Stripe, presented technical intricacies
  • Quality Assurance: Rigorous testing to ensure call recording and voicemail support met industry standards


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Use Cases

Our customer service and Tele-calling platform found applications in:

  • Voice calls with call forwarding for efficient customer-agent interactions
  • The drag-and-drop form builder simplifies data collection
  • Real-time chat capabilities between users (developed but not currently used)
  • Incoming call recording and answering services, enhancing communication and support
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Conclusion

Our customer service and Tele-calling software project exemplifies how technology can revolutionize communication and support services. With an array of features, real-time capabilities, and integrations, we’ve empowered businesses to provide exceptional customer experiences.


  • SaaS
  • CRM
  • Communication tool
  • Twilio
  • IVR

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