Modernizing an Online Sales Toolbox for eCommerce

Web applications rust without constant updating. The client was using that ancient and obsolete technology, Flash, as the foundation for their eCommerce platform’s sales agent interface. Needless to say, introducing new and powerful features presented a challenge.

We rewrote the application, focusing on automation, customization, and traceability. First, we revised the chatting feature. With the new interface, sales agents can easily browse chat history and use preset and custom conversation scripts, increasing the productivity of their efforts. Chats are integrated with popular channels like SMS, Twitter, Facebook, and ABC.

To further improve customer communication, we set up an AI assistant to provide sales agents with tips and suggestions, enabling them to make better data-based decisions while offsetting the relevant experience they might be lacking.

Follow-up chats help agents guide uncertain or hesitating customers into purchasing. Another powerful tool built for sales agents and managers with XForms is post-chat surveys, allowing the team to properly analyze customer experience. Overall, we enhanced the sales agent UX by making the interface easily customizable. The client can effortlessly configure it with simple visual tools.

By moving the application to a new technology stack, we also significantly bolstered security against common threats known to have previously compromised the platform.