Enterprise Customer Support Platform Modernization with Omnichannel and Edge Case Handling

The client operates a long-standing, feature-dense customer support chat platform running on outdated Java frameworks, which hampers efficiency and scalability. Support agents manage high volumes of multi-channel interactions, with complex customizable features and edge cases such as deep folder nesting and extensive tagging. The current UI does not prioritize end-customer focus nor accommodate the needs of power users, leading to inefficiencies and potential customer impact.

A large, established enterprise specializing in customer support solutions, serving multiple industries with a need to overhaul legacy systems to a cloud-based, intuitive platform.

• Redesign and rebuild the customer support platform to be cloud-based, scalable, and intuitive for support agents.
• Implement an omnichannel portal to unify chat, email, and other communication channels with a focus on end-customer experience.
• Create a flexible, scalable UI that can handle complex legacy features, including deep tagging and nesting, without bloat.
• Ensure responsive design for varied device sizes, with minimal disruption to existing workflows.
• Facilitate a smooth beta deployment through close collaboration with in-house engineering teams.
• Increase agent productivity and customer satisfaction through improved usability and workflow efficiency.

• Unified omnichannel interface enabling seamless chat, email, and other communication channels for support agents.
• Persistent customer information display, including customer name and context, visible at all times to support end-user focus.
• Multi-panel layout: a dedicated queue and conversation view with additional information accessible via a collapsible right panel.
• Transcript viewing functionality that allows agents to review prior conversations without losing current context, with transcripts displayed on the right panel.
• Design accommodating extensive nested folder systems and tagging without hierarchy limitations, using a folder-based UI that supports deep nesting and multiple tags.
• Responsive design optimized for various devices, with a simplified hamburger menu for mobile environments.
• Design decisions guided by real data to optimize usability across organizational sizes and industry-specific edge cases.

• Customer database systems for real-time customer details
• Legacy chat and email systems for seamless transition and data migration
• Authentication and authorization services
• Analytics and logging platforms
• Internal workflow and ticket management systems

• Scalability to support thousands of concurrent agents and interactions
• High performance with minimal latency to ensure real-time support
• Security compliance, including data privacy for customer information
• Accessibility and responsiveness for various device types
• Ease of maintenance with minimal added complexity for new features

By modernizing the support platform with an omnichannel and user-centric design, the client aims to significantly improve agent productivity, reduce support resolution times, and enhance end-customer satisfaction. The platform's scalable and flexible architecture is expected to accommodate complex legacy features and client-specific workflows, ensuring long-term viability and customer loyalty.