Case study 10 / 15

Livechat

Live chat, tickets and a help center in one support workspace

Customer support
SaaS

Overview

Project Task

TrustChat is a customer support platform that brings live chat, tickets and a help center into one workspace. The goal of this project was to design the whole product end to end: the chat widget customers see on a website, and the dashboard where support teams answer conversations, manage tickets, organise agents and publish help content.

Challenge

But here's where it got interesting

01
Two Very Different Users
Customers need a chat widget that is instant and familiar, while agents spend all day in the dashboard and need speed, context and control. Both sides had to feel like the same product.
02
Conversations From Every Channel
Messages arrive from the website widget, Instagram, Facebook, WhatsApp, Google and email. Agents needed every conversation in one place, with the channel and device clear at a glance.
03
Teams That Grow
As support teams grow, managers need to assign roles, organise agents into groups, set chat limits and stop two agents replying to the same customer.

Solution

Tackling the Challenge

We designed TrustChat as one connected system, from the first message in the widget to the ticket, the agent who picks it up and the article that answers it next time:

Process

APPROACH

01
A Widget Customers Trust
The chat widget lets visitors start a conversation with their details or as a guest, then send files and screenshots, email or download a transcript, or pop the chat out into its own window.
02
One Inbox, Full Context
The three-pane Livechat inbox and ticket views keep queues, conversations and details side by side, with channel icons, device, unread counts, typing indicators, internal notes and ticket properties such as status, priority, assignee and tags.
03
Built for Managing Teams
Agent management covers roles, groups, online status and performance, while flows for inviting members, connecting Instagram accounts, setting chat limits and agent collision warnings keep a growing team in sync.
04
A Help Center Brands Can Own
The knowledge base customisation screen lets teams set their logo, brand colours and fonts, choose featured articles and preview the help center on web, tablet and mobile before it goes live.