Chat-With-Customer
Use Case of Zulip

Shantanu
TaxSpanner.Com

baali@muse-amuse.in

Whom is this talk for?

Do you have a web-application?

Do you use your own/third party app for Assisting your customers over chat?

Introduction

If answer to both previous questions is YES or you are considering to add such a feature. Then:

  • We will look at existing options and their limitations.
  • How we have used and extended zulip to offer a better service.

Options

Opportunity Lost

Phrases being used by these products:

It is super easy to get started - Tawk.to

Chat in minutes. Copy. Paste. Chat. - Olark

They make it sound so easy and also something which a product should be least bothered about.

That is so WRONG

Keep your customers closer.

  • Returning customers ends with random support staff having no clue about history of previous conversations.
  • We Miss out on all the chat-conversations. APIs/Logs are there, but…
  • don't be the one with leaky holes while everyone else is automating the heck out of everything.

Introduction

Zulip : Powerful open source group chat

Features

  • OpenSource
  • Django Stack
  • Threaded Conversations
  • Bots!
  • File Uploads

Slack + More

Demo

How we did it?

  • We added one separate view for customers.
  • pruned home template.
  • Added one feature to upstream to handle streams in better way.

Issues

  • Despite all the features available with zulip, dedicated solutions do have edgy features.
  • Server Requirements
    • Disabled some of services to keep memory footprint in check.
    • RabbitMQ, Tornado and more.
  • Keeping threads and frontend interface clean.

Questions?

GitHub Repo: https://github.com/baali/chat-with-us

Slides: https://github.com/baali/PyDelhi-Talk