Custom Service Platform

A scalable customer service platform built with React, TypeScript, and SCSS that unifies real-time chat, custom popups, dynamic banners, product tours, and targeted in-app content in one admin surface. Teams can collaborate across roles, segment and group users, schedule messages, and automate engagement — powering 50K+ monthly active users within the first quarter of launch.

Businesses needed more than a chat widget. Support, product, and marketing teams were juggling separate tools for messaging, onboarding, popups, banners, and user targeting — with no shared way to collaborate, permission workflows, or deliver contextual guidance at scale without slowing the product down.

We built a modular customer service platform around real-time messaging, scheduled campaigns, custom popups, in-app banners, and guided product tours — with user targeting, grouping, and role-based permissions from a single dashboard. I revamped 15+ core UI components in React and TypeScript, led cross-functional collaboration between development and product, and implemented IndexedDB caching to cut endpoint requests by 30%. We also shipped a real-time notification system, a push alert service using Service Workers and Firebase, and a monolithic modular architecture with a detailed SDK installation guide to improve developer onboarding and long-term maintainability.

The platform reached 50K+ monthly active users in its first quarter while improving product quality across the board: user satisfaction scores rose 25% after the UI overhaul, design usability improved 40% from user feedback, and app speed increased 25% through smarter caching. Real-time notifications boosted interaction rates by 25%, the in-app banner system lifted engagement by 40% and retention by 15%, push alerts reached 10K+ active users, and custom product tours cut new-user onboarding time by 25%. SDK setup time dropped 30%, and the modular architecture improved scalability by 30% while reducing maintenance effort by 25%.