The operators are assigned to the clients, so even though they are not dedicated, they spend time replying to the same questions about the same businesses for weeks, months, and years. They learn.
From our practice working with SaaS, the tickets to chats ratio is from 10% to 20%. We handle about 80-90% of requests without bothering the main customer service team.
You still need in-house support, but without night and holiday shifts and only to handle the tickets, not conversations.
Thank you for your nice words!
Frankly, it is the first time we have made this feature public. We've been running it on some of our friendly projects and just reached the point when we have confidence in taking new clients.
I have a similar problem with Adsense, and even after 10 years trying to reapply the same website they refused because of the past violation.
Sad but funny that they didn't even know the reason of the ban, so they asked me to show the original email they had sent me 10 years ago, which I didn't have. And without this email they couldn't continue the conversation.
We use Flutter in our apps. We work in b2c messaging and I would say that the performance claims are quite exaggerated.
From the pluses: we cover all the 5 platforms(https://txt.me/download) with a single developer(he's very good though).
From the minuses: on some platforms we are lacking some features, like proper webview in desktop and action buttons in the push notificatons.