product updates | 4 min read

What we did in 2021 - Let’s rewind!

Published by Hardik Makadia on 17-Jan-2022

2021 was a remarkable year for WotNot. From rolling out new features to hiring new talent, we experienced new avenues of growth and broke revenue targets. Thanks to all our customers, partners, users, and their inputs for all the new features and improvements that we shipped in 2021.

Additionally, despite the challenges of working in the pandemic, the team's hard work and dedication to bring forth something valuable to our customers shone through the new features we introduced. So let’s review the year that was and look at the highlights that made 2021 exceptional for WotNot.

Refactoring WotNot

We finally said goodbye to our traditional monolithic application and welcomed 2021 by refactoring the entire code-base. We modernized the current system and refactored services into Microservices Application, where services can either be completely independent of one another or coupled to some degree. This was done to make our systems infinitely scalable and reduce the time to build new integrations, support new channels and basically make product customization way more faster and easier.

Customers can get quick integrations for any platform with our newly designed process. Where it took 2 - 3 weeks to install a channel integration before, WotNot can now hasten the process and offer the same functionality within 3 - 4 days. That’s a speed improvement of almost 81%!

The new code also makes it possible for you to integrate your WotNot with your existing live chat system like Zendesk, Intercom etc. Also, with the microservices-based architecture, we have increased the system’s capability to handle more conversational volume.

Even internally this new approach made it a whole of easier for us to onboard the swarm of engineers and product teams joining WotNot, as they just need an overview a few services to get started.

Read about this update here

Freemium Plan 

14 days are never enough to evaluate a tool, especially a technology like chatbots. And being a technology that’s pretty new, it would definitely take users and businesses at least a few weeks to learn how to effectively design their conversation flow and optimize it to see the results they desire. 

Only once they reach there would they be able to move forward into making a decision to purchase the product or continue using it further. 

It was quite clear that the duration that one would take to getting used to the product would be highly subjective, and hence, this year WotNot joined the league of Freemium.

We revamped our Free plan to make it truly free and for a lifetime. No matter the size of your organization or your role, you can now access WotNot and most of its features at no cost. Along with this, we also tweaked our pricing and introduced different pricing plans - i.e. Startup, Business, and Enterprise. 

You can check out our new pricing here

Live Chat 2.0

Our product handles thousands of chats on a daily basis and although with chatbots you have a pre-defined flow that handles any incoming queries, sometimes you find the need to transfer the conversation to a human agent. 

As we were focused on building a great bot building experience, we had not focused a great deal on the manual chat side of things, which is what we planned to fix with a 2.0 rollout. 

We interacted with hundreds of our customers and users to learn about their opinion, feature wishlist before defining the 2.0 from a product-level. And after months of hard work, we finally rolled it out in August. Our Live Chat 2.0 launch was ranked the 5th best product on Product Hunt, making it a big success.

We focused this update primarily on the UX of agents that spend their whole time in interacting with customers and it was imperative that the product helped improve their productivity. 

The top features that we introduced in Live Chat 2.0 were:

  • Saved Replies

  • Labels

  • CSAT Rating

  • SLA Timer

  • Team Routing

  • Visitor Status

  • Property Viewing

  • Enhanced Filters

  • Notes

We felt the need to improve the agent experience first, who are ultimately responsible for providing elevated customer support. On an enterprise level, the Live chat update now allows businesses to tap into agent productivity, balance workloads, and get analytics that paves the way for better product decisions in the future. 

Get a detail insight into the update here

Analytics Dashboard 2.0 

Live chat wasn’t the only 2.0 we worked on this year. We ended the year with Analytics Dashboard 2.0. 

The idea for a complete revamp came after contemplating some of the customer feedback. Ever since we launched WotNot, we had not touched upon the analytics dashboard apart from giving it certain UI changes. 

But we felt this was long overdue; after all, WotNot is not just a bot-building platform anymore for us. It’s an end-to-end conversational platform, and an Analytics Dashboard is an essential part of this vision. So we changed the way users look at chatbot analytics with a wholly revamped Analytics Dashboard, which shows business-centric KPIs which have been carefully well-thought by our team of bot experts that have experience of building over 3000+ bots. 

Here are some key things we updated:

  • Improved User Experience

  • New KPIs

  • Better Visualization 

  • Drill down data further 

  • Agent Analytics

Read more about this update here

App Market

We now live in a world where every business on an average makes use of at least 5 - 10 business tools. And with this number only increasing, it becomes critical to sync all the systems with each other so that the data can easily flow from one system to another whenever required, eliminating the need for manual intervention. 

Chatbots being a product that can be used to solve a multitude of use-cases, it became important for us to have integrations with the most leading tools/apps out there.

We focused on two areas to get started i.e. demand generation and customer support, and the following integrations on our new App Market.

  • Airtable

  • Salesforce

  • Google Sheets

  • Google Calendar

  • Calendly

  • HubSpot

We plan on adding a lot more integrations in 2022. So in case you do not find yours, feel free to drop us an email at hello@wotnot.io.

Bot Builder Enhancements

We did not forget our bot builder amidst working on new features; it also remained our core area of focus. And this year, we ensured that building bots using the no-code bot builder is now even easier. We made significant improvements to make the experience of building bots even smoother by resolving glitches, improving the performance, load time and lot of other minor things that definitely add up to a lot when building a bot.

Also, you will see a lot more UX improvements in our 2022 product roadmap.

As we roll down the curtains on the previous year, 2021 will always be significant for WotNot in terms of reaching new product milestones. But this is just the beginning. We have a lot in store for the next year that our teams are already working on - from adding new integrations to rolling out new features, 2022 will also be a year of achievements. Brace yourself!

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