Customer Support System (FUSE) / CRM

ABOUT PROJECT It is a tool that is used by businesses to manage and track customer support requests or issues. When a customer submits a support request or issue, it is logged as a "ticket" in the system, which can then be assigned to a customer support representative to resolve. The support representative can track the progress of the ticket, communicate with the customer, and ultimately resolve the issue. It is built with the famous FUSE react template. FEATURES 1- Ticketing system: Allows customers to submit requests for assistance or support to the company's support team, which can be tracked and prioritized in a centralized system. 2- Knowledge base: Provides customers with self-help articles, tutorials, and other resources to help them solve their problems or answer their questions. 3- Live chat: Enables real-time communication between customers and the support team through a chat interface. 4- Customer portal: Provides customers with a personalized dashboard where they can view and manage their support requests, track their progress, and access relevant information and resources. 5- Multi-channel support: Allows customers to reach out to the support team through various channels such as email, phone, social media, and chat. 6- SLA management: Helps the support team to meet service level agreements by setting response and resolution time targets for each ticket. 7- Reporting and analytics: Provide insights into customer support metrics such as ticket volume, resolution time, customer satisfaction, and agent performance, which can help the support team to identify areas for improvement and optimize their workflows. 8- Integration with other systems: Enables the support system software to integrate with other business systems such as CRM, ERP, and project management tools to streamline workflows and improve efficiency. MY ROLE 1- Designing the architecture of the support system software 2- Overseeing the development process and providing technical guidance to the team 3- Collaborating with cross-functional teams, such as customer support, product management, and quality assurance 4- Identifying and resolving technical challenges that arise during the development process, such as scalability issues, integration challenges, and security vulnerabilities. 5- Ensuring that the support system software is scalable, reliable, and high-performing 6- Staying up-to-date with the latest technologies and trends in support system software development 7- Mentoring and coaching junior developers and team members, helping to build a strong and high-performing team. 8- Ensuring that the support system software is well-documented CHALLENGES 1- Scalability: Depending on the size of the company, the support system may need to handle a high volume of requests from customers. My role was to ensure that the system is scalable and can handle an increasing number of requests without compromising performance. 2- Security: The support system contains sensitive customer data, so it's crucial to implement robust security measures to protect this data from cyber-attacks and unauthorized access. 3- Integrations: The support system may need to integrate with other systems, such as a CRM or helpdesk software, to provide a seamless customer experience. I needed to ensure that these integrations are properly implemented and tested. 4- User experience: The support system should be intuitive and easy to use for both customers and support staff. We focused on creating a user-friendly interface and implementing features such as search, filters, and automation to enhance the user experience. 5- Maintenance and updates: The support system requires ongoing maintenance and updates to ensure that it remains effective and up-to-date with the latest technologies and security measures. We planned for regular maintenance and updates and ensure that they are performed without disrupting the system's functionality.