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WhatsApp Engagement Feedback System

Problem Statement & Objective​

What problem does this extension solve?​

  • Sellers often struggle to collect structured customer feedback after an order is fulfilled. Manual follow-ups are inefficient, and missing customer insights can impact product improvements and service quality.

Target Users​

  • Sellers and store owners on the Fynd Commerce who want to automate post-order feedback collection.

Expected Outcome​

  • A WhatsApp-based feedback system that automatically requests feedback from customers after order fulfillment, providing valuable insights to sellers.

Why Should This Extension Be Built?​

  • Automates feedback collection for sellers, improving engagement without manual effort.
  • Enhances customer experience by gathering feedback through their preferred communication channels (WhatsApp, SMS, Email).
  • Provides actionable insights via an aggregated dashboard to help sellers refine their products & services.

Features & Scope​

Core Features​

  1. Order Completion Detection:
  • Retrieve order statuses via Fynd Order API to detect completed orders.
  1. Customer Notification via Preferred Channels:
  • Send feedback request messages via WhatsApp, SMS, or Email.
  • WhatsApp messages sent via WhatsApp Business API.
  1. Feedback Form Integration:
  • Auto-generate personalized feedback forms for customers using a Form Builder API (e.g., Typeform API).
  1. Feedback Data Aggregation:
  • Collect and store customer responses for further analysis.

Future Enhancements​

  1. Sentiment Analysis for Open-Ended Feedback (Using NLP & AI).
  2. Incentive-Based Feedback Collection (Discounts, Coupons).
  3. Live Chat Integration (Allow customers to discuss issues in real-time).
  4. Feedback Dashboard for sellers (Analytics & reports on customer satisfaction).

User Flow & UI Structure​

User Journey Overview​

  1. Installation & Authentication:
  • Seller installs the WhatsApp Engagement Feedback System extension from Fynd Marketplace.
  • Logs in via OAuth authentication.
  1. Order Completion Detection:
  • The system fetches order statuses via Fynd Order API.
  • Detects when an order is marked as "Completed."
  1. Feedback Request Notification:
  • A WhatsApp message is sent automatically via WhatsApp Business API.
  • Customers receive a shortened feedback form link via their preferred channel.
  1. Feedback Form Submission & Aggregation:
  • Customers complete the feedback form.
  • Responses are stored and aggregated for seller review.
  1. Feedback Dashboard for sellers (optional):
  • Sellers can view feedback analytics & insights in a dashboard.
  • Option to export feedback reports for further analysis.

APIs & Integrations​

  • Fynd APIs:

    • Fynd Order API: Retrieve order statuses to determine completed orders.

  • External APIs:

    • WhatsApp Business API: Send automated feedback requests via WhatsApp.
    • Form Builder API (e.g., Typeform API, Google Forms API): Generate & manage feedback forms.

Infrastructure & Development Architecture​

Backend Setup​

  • Authentication: OAuth authentication via Fynd Commerce.
  • Database & Storage: PostgreSQL/MongoDB to store feedback responses.
  • Notification Service:
    • WhatsApp API for WhatsApp messages
    • Email API for email notifications
    • SMS API for text message notifications

Feedback Workflow​

  1. Fetch order data from Fynd Order API to detect completed orders.
  2. Send feedback request via WhatsApp Business API.
  3. Generate & link feedback form via Form Builder API.
  4. Store and analyze collected responses.

UI & Frontend​

  • React/Vue.js-based UI for feedback dashboard & seller analytics.
  • Charts & Reports using Chart.js/D3.js for visualization.

Security & Compliance​

  • OAuth Authentication for secure API access
  • Data Encryption for customer information
  • GDPR & privacy-compliant handling of customer data
  • Secure token storage for WhatsApp & Fynd API access

Deliverables & Submission Requirements​

  • Fully functional extension with MVP features
  • Secure API integrations (Fynd Order API, WhatsApp API, Form Builder API)
  • Automated feedback collection & notification system
  • Interactive UI for feedback collection & seller analytics
  • Video walkthrough (2-3 min demo)
  • README file with setup instructions & API documentation

Marketplace Review & Submission Checklist​

  • Extension functionality verified
  • OAuth authentication flows tested
  • UI/UX compliance with marketplace standards
  • Extension metadata (description, images, demo video) added

Summary​

  • This extension automates customer feedback collection via WhatsApp & other channels.
  • Enhances post-purchase engagement and gathers insights for sellers.
  • Reduces manual follow-ups while improving customer service & retention.

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