E-commerce · Marketplaces
Multi-Channel Customer Support Platform
Anonymized study of a real client system — no client names, no invented numbers.
The problem
A retailer selling across a storefront and multiple marketplaces handled support from separate inboxes. Agents had no shared view of a customer's orders or history, and issues raised on one channel were invisible on the others.
The approach
We shadowed the actual support workflow first: where requests arrived, what agents had to look up, and where resolutions stalled. The design followed the workflow — one queue, with order context attached before an agent ever opens the ticket.
What was designed and built
A support platform that ingests requests from email and marketplace channels into a single ticket queue, links each ticket to the matching order and customer record, and tracks issues through templated resolution workflows with role-based access for the team.
Technical approach
- Node.js
- SQLite
- IMAP/email ingestion
- Marketplace APIs
- Role-based auth
Before and after
Five inboxesone queue with the order attached
Verified outcome
Support now runs from one system instead of five tabs. New agents onboard onto a single tool, nothing depends on a personal inbox, and every issue has an owner and a state.
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