ConvoHub Omnichannel Support Platform
A unified customer engagement platform consolidating email, chat, and support ticket queues into a single operational interface.
Problem Statement
Customer support agents spent up to 30% of their day switching between disjoined communication tools. Existing SaaS tools were either bloated with unused marketing features or lacked granular permission controls.
Architectural Strategy
We designed ConvoHub around agent efficiency. Using a multi-column, keyboard-navigable operational workspace, we integrated live ticket updating, customer interaction histories, and quick response macros into a seamless single-page PHP/JS interface.
Execution & Results
Customer response times improved by 42% in initial trial cohorts, while agent onboarding time was reduced from two weeks to three days due to the streamlined visual layout.