Easy Product Requirement Documentation

Objective: To introduce a live chat feature within the enterprise SaaS application to assist users in performing tasks by providing access to the knowledge base. Business Case: The introduction of a live chatbot feature will increase customer satisfaction and reduce the number of support requests. This feature will align with the overall business strategy to improve the customer experience and increase customer retention. Key Metrics: Number of support requests reduced by 20% Increase in customer satisfaction by 15% 80% of users use the live chat feature at least once per session Features/User Stories: As a user, I can access the live chat feature from the application's main navigation menu. As a user, I can search for articles in the knowledge base through the live chat feature. As a user, I can initiate a chat with a support representative from the live chat feature. As a user, I can rate the quality of the support received from the live chat feature. User experience: The live chat feature will be designed to be intuitive and easy to use. Users will be able to easily access the feature from the main navigation menu. The chatbot will be designed to provide a conversational experience with users, and will guide them through the knowledge base to help them find answers to their questions. The chatbot will also allow users to initiate a chat with a support representative if they need additional assistance. Constraints and Dependencies: The live chat feature will require integration with the existing knowledge base and support systems. The team will need to ensure that the chatbot is able to effectively guide users through the knowledge base, and that support representatives are available to assist users if needed. Launch Checklist: Area Question Answer Instructions Support Will new learning material be needed (or updates to existing documentation)? Yes Update the existing knowledge base Support Will new support processes be required? Yes Train support representatives on the chatbot feature Data Are we tracking everything we need in order to measure success and impact? Yes Ensure the chatbot is collecting relevant metrics Marketing Are we running a beta for this? Yes Test the feature with a small group of users Marketing Do we need an onboarding experience? Yes Design an onboarding experience for the feature Enterprise Will this be available only in certain tiers? No The feature will be available to all users Platform Are we introducing new functionality that we'd want to add to our APIs? No No new functionality will be added to APIs Platform Could this break existing integrations? No The feature should not affect existing integrations Security Are we introducing new data models or exposing new API end points? No No new data models or API endpoints will be introduced Security Are we changing anything with Authentication, Sign in, or Sign up? No Authentication, sign in, and sign up processes will remain the same Privacy Are we collecting any data that we did not already collect? No No new data will be collected