Customer Support / SaaS / Operations
Support platform with live chat and email ticketing.
Omnichannel support solution with live chat, email ingestion, ticket management and operator dashboards.
reduction in average response time
Automated routing with monitored SLAs.
customer satisfaction -> 9.3/10
Unified experience across channels.
more conversations handled
Operator dashboards and automations.
Context
- Companies needed a centralised history of customer conversations.
- Multiple channels (chat, email) created inconsistencies and slow responses.
Challenges
- Consolidating conversations from multiple channels into one flow.
- Real-time live chat plus SLA-driven email ticketing.
- Managing operators and ticket statuses.
- Automated notifications and assignments.
Solution
- Platform with integrated live chat and email ingestion that auto-creates tickets.
- Operator dashboard with priorities, statuses and SLAs.
- Configurable assignment and escalation flows.
- Reporting on response times and conversation volumes.
Technical implementation
- Symfony backend with modules for ticketing, users and reporting.
- Node.js service for websocket live chat.
- Redis for pub/sub and session caching.
- Email processing pipelines powering notifications.
- Multi-tenant API integrated with existing CRMs.
Impact
- Centralised support with faster responses.
- Complete conversation history and analytics for management.
- Clear process for operators and leads.
- Better experience for clients and internal teams.
Related to this project
Related work from our portfolio
Other projects where we delivered a similar combination of architecture, integration and execution.
Ticketing / Entertainment / Events
Ticketing, Analytics & Audience Intelligence
Enterprise platform for high-volume ticketing, analytics and audience intelligence powering large-scale marketing.
- 15M+ orders analysed
- 30M+ tickets in the ecosystem
- audiences built automatically
Healthcare / Counseling / Operations
Operational ERP for global counselling
Custom ERP platform covering cases, sessions, counsellors, patients, invoicing and multi-regional reporting.
- 10k+ monthly users
- end-to-end custom ERP
- multiple operational modules
Manufacturing / Operations
Timesheet & Machine Cost Tracking
Internal platform for timesheets, equipment costs and operational reports across production units.
- costs tracked per equipment
- operational timesheet
- internal reports
Technical questions?
Let’s map what a similar project would mean for your company
We bring a focused diagnostic plan and a feasible technical roadmap. No generic decks, only pragmatic conversations.