When it comes to customization, sometimes native PaaS solutions are not viable or too expensive or even fall short of what is expected.

 

It could also be for reasons that a PaaS roadmap does not match to specifics of a client. A gap occurs and the situation requires development of custom apps or middleware so that manual dependencies can best be avoided. These shortcomings can generally be found in integrating various communication channels. The requirement may also arise if a client is already using a third party system for channel engagement before onboarding a new CRM. A temporary enablement might be required while transitioning. Whatever the case may be, one has to develop or devise a solution that doesn’t impact on existing customer experience (CX).

 

TecRivulet came across one such scenario, where a client was already using Trengo for WhatsApp communication and was looking for a quick implementation plan to respond to customers via Zendesk CRM. Although, efforts were being made to innovate and custom develop a bridge (a middleware) and other provide working solution for this. TecRivulet established a quick bi-directional communication. Solution details as follows.

 

Requirement: Client customers use WhatsApp besides email, self-service, chat, mobile app and web-widget. WhatsApp being the emerging channel and used extensively now by customers, it was important to bring customer queries to the main Helpdesk CRM, Zendesk. WhatsApp messages land at Trengo and there was no direct integration possible with Zendesk from it.

 

Solution possibilities: With No ready – made solution available in the market for this specific scenario and development of a bridging software would have taken some time. A PaaS based middleware was the consideration, which could bridge the two systems, Trengo and Zendesk.