Project Overview
The VOC (Voice of Customer) SaaS Platform is an enterprise-grade multi-tenant solution that enables businesses to collect, analyze, and derive actionable insights from customer feedback. The platform combines advanced AI capabilities with intuitive dashboards to transform raw customer opinions into strategic business intelligence.
This platform enables companies to deploy personalized feedback portals for each client/tenant, collect feedback through customizable surveys across multiple branches, leverage AI for sentiment analysis and root cause identification, and generate comprehensive monthly reports with AI-powered insights.
Problem & Solution
Problems Addressed
- Fragmented Customer Feedback - Businesses struggle to gather customer feedback from multiple channels and locations in a unified manner
- Manual Analysis Inefficiency - Traditional feedback analysis is time-consuming and prone to human bias
- Limited Insights - Basic survey tools provide data without actionable intelligence
- Multi-location Complexity - Managing feedback across multiple branches/sectors is challenging
- Delayed Response to Issues - Slow identification of negative sentiment leads to customer churn
- Lack of Competitive Intelligence - No systematic way to track strengths and weaknesses compared to customer expectations
Solutions Provided
- Centralized Multi-tenant Architecture - Each client gets a dedicated branded portal with isolated data
- AI-Powered Analysis - Automated sentiment analysis, complaint categorization, and root cause detection
- Real-time Dashboards - Instant visibility into customer satisfaction metrics across all branches
- Customizable Surveys - Sector-specific question configuration with Arabic/English support
- Automated Reporting - AI-generated monthly reports with strategic recommendations
- WhatsApp Integration - Direct communication channels for follow-ups and notifications
Key Features
Core Features
Multi-Tenant Management
Complete tenant lifecycle management with activation, deactivation, and billing tracking. Each client gets a dedicated branded portal with isolated data.
Subscription Plans
Tiered pricing with limits on branches and feedback counts (Basic, Professional, Enterprise).
Branch Management
Unlimited branch creation per tenant with individual tracking and performance metrics.
Survey Builder
Customizable questions with multiple types (rating, text, choice) in Arabic and English.
Feedback Collection
Branch-specific QR code portals for customer feedback submission with real-time tracking.
AI Sentiment Analysis
Automatic classification of feedback as positive, neutral, or negative using advanced AI models.
AI Session Analysis
Detailed AI analysis of individual feedback sessions with strengths, weaknesses, and root causes identification.
Monthly Reports
AI-generated comprehensive monthly reports with NPS, sentiment breakdown, and strategic recommendations.
WhatsApp Integration
Direct messaging to tenants and branch owners via WhatsApp Web.js for instant notifications.
User Role Management
Granular permissions system (admin, manager, staff) with branch-level access control.
Tech Stack
Frontend
Next.js 16.0.10, React 19.2.1, Tailwind CSS 4, Framer Motion, Lucide React, SWR, React PDF, React Markdown
Backend
Next.js API Routes, MSSQL 12.2.0, Supabase 2.47.0 (Auth & supplementary database)
AI & Machine Learning
Google Generative AI (Gemini 0.24.1), OpenAI (GPT 6.22.0), Groq SDK (0.37.0)
Infrastructure & Utilities
WhatsApp Web.js, Puppeteer, jsPDF, PDF.js, QRCode, bcryptjs, jose (JWT), SSH2 SFTP Client, Formidable, LibPhoneNumber
Architecture Highlights
- Multi-Tenant Isolation - Tenant-specific database records with UUID-based identifiers, slug-based URL routing for branded client portals
- API Layer - RESTful API routes using Next.js App Router with separate route groups: /api/admin, /api/client-portal, /api/ai
- Authentication Flow - JWT tokens with 7-day sliding expiration, Supabase integration for OAuth
- AI Pipeline - Session analysis endpoint for individual feedback processing with multi-provider fallback (Google Gemini → OpenAI → Groq)
- Real-time Features - WhatsApp bot integration for messaging, SWR for client-side data revalidation
Challenges & Solutions
- Multi-tenant Data Isolation → UUID-based tenant identifiers with mandatory tenant_id in all queries; middleware extracts tenant context from JWT
- AI Cost Management → Implemented multi-provider fallback (Gemini → OpenAI → Groq) to ensure service availability and cost optimization
- Large File Uploads → Configured 500MB body size limit; implemented SFTP storage for secure file handling
- Session Management → Custom JWT implementation with sliding 7-day expiration stored in MSSQL
- QR Code Generation → Branch-specific QR codes linking to unique feedback URLs
- PDF Report Generation → Server-side PDF generation using Puppeteer + jsPDF for monthly reports
- WhatsApp Session Persistence → Persistent WhatsApp Web.js sessions with automated reconnection
- Bilingual Support → Full Arabic/English database schema with name_ar/name_en fields
Screenshots
Future Improvements
- Mystery Shopping Module - Field evaluation assignments with AI-powered instant reporting
- Mobile App - Native iOS/Android applications for on-the-go feedback management
- Real-time Notifications - Push notifications for urgent customer complaints
- Advanced Analytics - Predictive analytics and trend analysis with AI forecasting
- API Marketplace - Public API for third-party integrations
- Voice Feedback Analysis - Audio transcription and analysis for voice recordings
- Competitive Benchmarking - Industry comparison and benchmarking features