How Kreechat is transforming customer service: The new era of automation in customer service

The modern business environment is vastly different from what it was 20 years ago. Conditions change rapidly, and adaptability has become key to a company’s survival. Yet, some factors remain timeless. One such constant is customer service – the customer’s overall experience with a company, product, or service, including post-sale support, remains a critical element when clients evaluate and choose a provider.

So, which companies are most impacted by this? Naturally, those whose core business revolves around customer interaction – such as call centers and customer support departments. These teams face the challenge of responding quickly, consistently, and effectively across the many communication channels used in today’s digital world. To truly deliver great service to the many clients they interact with daily, they need more than just a skilled support team – they need a smart system that can take over part of the workload. This includes automatically processing incoming messages, turning them into tickets, tracking conversation history, generating analytics, reminders, and more.

Why is the right software so important?

The right software eliminates the risk of missed or delayed messages, which can seriously damage a company’s reputation and results. With an efficient system in place, support teams save time and can focus on resolving real issues. The result? Faster service, higher customer satisfaction, better control over workflows, and improved overall performance for the company.

Today’s customers expect to reach a company quickly and easily – via the apps they use every day like messaging platforms and social media. For companies, this creates a challenge: how to manage and track communication across so many different channels?

This is where specialized software steps in. These tools collect all inquiries in a single system, categorize them, and turn them into actionable tickets – ensuring that no message is ever lost. The outcome is better organization and valuable insight into customer service performance and areas for improvement.

Kreechat offers something more

Kreechat is a platform specifically designed for businesses managing large volumes of customer inquiries through the most-used messaging apps – WhatsApp, Telegram, Viber, and Messenger. The platform centralizes all communication in a single inbox, automates initial message handling with built-in bots, and ensures that every inquiry becomes a trackable ticket. With a simple, usage-based pricing model and native support for the key messaging channels, Kreechat removes the technical and financial barriers to modern customer service on a scale.

Key Benefits of Kreechat:

• A centralized inbox for WhatsApp, Telegram, Viber, and Messenger messages.
• Automatic ticket creation.
• Internal ticket routing between support agents.
• Full communication history and traceability for every inquiry.
• An intuitive easy to use interface.
• Built-in analytics and performance reporting – and many more smart features.

Why Kreechat?

The cloud-based software Kreechat is accessible from any device, anywhere, and offers a solution tailored to the real needs of today’s businesses. It helps save time through automation, reduces the load on support teams, and increases customer satisfaction. With an easy setup process, a clean modern interface, and flexible scaling options, it’s the perfect partner for fast-growing companies and dynamic markets.

? Learn more and try the platform at: https://kreechat.com/about

Here is an interview with one of our creators and system architects

Without investing in technology, businesses stand little chance of surviving

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 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.

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.

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.

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.

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.