Today, technology plays an increasingly important role in the developmental potential of companies. Without investments in technological improvements, businesses stand little chance of surviving in a highly competitive environment. Smart Software Platform Solution (SSPS.dev) is one of the companies that develop cutting-edge software solutions available to businesses worldwide.
The latest project of SSPS, already developed and launched on the market, is Kreechat. The program connects customer inquiries coming from various chat platforms, such as WhatsApp, Telegram, Messenger and Viber, with a centralized system where all inquiries are collected, structured, and efficiently processed. Initially handled by a chatbot, these inquiries are then forwarded to customer service teams for further assistance.
More details about the program will be shared by Kristian Lachev, Co-Creator & System Architect of Kreechat at Smart Software Platform Solution.
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How did the idea for creating this software initially come to you?
Kristian: Kreechat was created to solve a real problem. Many businesses were having a hard time managing customer messages coming from their different social media accounts. Things were getting lost, agents were wasting time switching between apps, and technical support teams had to communicate and plan more just to handle even a few tickets. I was part of the team that designed and built Kreechat, and my role was to plan and develop the system from the ground up. The idea was simple – bring all messages into one place, turn them into tickets, and make it easy for agents to handle each ticket and stay organized.
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What are the main advantages of Kreechat?
Kristian: The main advantage of Kreechat is that it greatly simplifies the process of serving clients. It significantly reduces the workload of customer support teams by centralizing all client conversations in one platform. Every agent can see all the conversations, who has accepted each ticket, which ones have been closed, how many colleagues are online at the moment, and so on.
In that kind of setup, it becomes very easy to reply to every client on time – all from one official place, with the full chat history from many platforms available.
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Why do you believe it would be beneficial for companies?
Kristian: It transforms the way support teams work – everything just flows better. It brings structure, speed, and a sense of control that every company requires.
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Which companies would Kreechat be best suited for?
Kristian: Kreechat is mainly suited for companies that have large client bases and customer support teams, as it enables them to efficiently manage all inquiries, no matter which channel they come from.
Our software is also suitable for businesses that primarily deal with customer service, such as call centers.
Last but not least, it can also be a great tool for promotions and events by serving as a channel to register and manage all subscriptions.