Context: Product Roadmap & Strategy

You are a Product Manager for Zoho's SalesIQ product (a live chat software). The rise of live chat software for better customer support, more sales is more or less established.

Over the last few years, this space has become quite competitive what with more than 25+ players worldwide including names like Drift, Crisp, FreshChat, Zoho and many more operating.

And with chatbots slowly making headway (Drift has already launched one and marketing this as the future), this industry is ripe for disruption.

While chatbots will obviously improve efficiency, not all scenarios can be covered in the near future.

So with this in mind, what should be the product strategy for SalesIQ going forward?

What top 3 features you will present to management to differentiate SalesIQ chatbot from others in the industry and get a buy-in?

We are not looking for designs or wireframes, only your approach to top 3 features and a basic detailing of those.

The key skills you will be evaluated on: Market Research & Analysis, Competition Analysis ,Feature Ideation & Prioritization

Please Note:

1. A submission format will be available in a few days. You can start drafting the notes meanwhile

2. Bonus points for primary user research

3. This is an assessment presented by UXHack and Zoho has no role in it

References:

1. FinancialExpress - Chat is the new SaaS mantra

2. ProvideSupport - AI Chatbots vs Human powered Live Chat

3. Capterra - Live Chat Software Tools