Omnichannel Customer Experience Platform
Unify CX
Designed and developed a modern helpdesk that unifies customer interactions across all channels with AI-powered routing and automation, enabling support teams to deliver exceptional customer experiences at scale.
The Challenge
Customers contact companies via email, chat, social media, phone, and SMS, but support teams work in fragmented tools. Context is lost when conversations switch channels. Traditional helpdesks are ticket-centric rather than customer-centric. Support teams lack visibility into customer journey and product usage data. Response times suffer due to manual routing and repetitive inquiries.
Project Journey
Discovery & Strategy
2 weeks- Competitive analysis of Zendesk, Intercom, Freshdesk
- User research with support managers and agents
- Defined product positioning and differentiation
- Created product roadmap and feature prioritization
- Established success metrics and KPIs
Design & Prototyping
4 weeks- Information architecture for omnichannel inbox
- Wireframing critical agent workflows
- Design system with conversation-centric components
- High-fidelity UI design for key screens
- Interactive prototype with keyboard shortcuts
- Usability testing with support agents
MVP Development
Ongoing- Frontend development with React and TypeScript
- Real-time WebSocket connections
- AI integration for routing and automation
- Omnichannel inbox implementation
- Customer intelligence profiles
- Performance analytics dashboard
The Solution
Created a unified dashboard where support teams manage all customer communications regardless of channel. Each customer has a 360° profile showing conversation history, product usage, purchase data, and sentiment analysis. Designed a conversation-centric UI like messaging apps with keyboard shortcuts for every action. Implemented contextual sidebars that surface relevant customer data and AI-drafted responses with inline editing. Visual priority indicators using color and position enable agents to handle high conversation volume while maintaining personal, empathetic interactions.
Project Gallery
Key Challenges
Channel Context Switching
Each channel has different UX patterns (email vs chat). Created a unified interface that respects channel conventions while maintaining consistency.
Information Overload
Customer profiles contain massive data. Implemented progressive disclosure based on conversation context to surface relevant information.
Speed vs Quality Tension
Agents need to handle high volume while maintaining empathy. Designed AI-drafted responses that agents can personalize before sending.
Impact & Results
Delivered a modern helpdesk platform that enables support teams to handle 50+ conversations per agent per day with exceptional quality. The MVP successfully demonstrates omnichannel inbox capabilities, AI-powered routing based on intent and expertise, response automation with human oversight, and real-time performance analytics. The platform achieves sub-2 minute first response times and 70% first-contact resolution rates.