Customer service messaging
I brought customer messages from sales channels and email into one dashboard. Conversation history, orders and delivery information help with preparing responses.
Shared customer service mailbox
I built a messaging app within the e-commerce system. I combined a list of conversations from connected sales channels and email with a specific case view. Operators can search for a conversation, narrow the list by channel and status, and navigate to messages requiring a response. This is the starting point for daily customer service.
Conversation history next to the order
In the case view, I've combined correspondence with available order and shipping information. This allows the person preparing the response to see what the purchase is for and what arrangements have already been made. Linking the data provides the context needed for questions about fulfilment, delivery, or returns.
Notes and case status
I added notes and conversation statuses. Notes record case details, while statuses organise the work queue. Reopening a conversation restores its history and the information needed to continue handling it.
Templates and signatures for each channel
I've created templates for responses to recurring questions, as well as signatures associated with the account and channel. Operators can use a ready-made starting point, tailor the content to the situation, and review it before sending. This way, common communication principles can be applied to many similar issues.
Support for conversations in other languages
I enabled translation of incoming messages into Polish and draft replies into the customer’s language. This helps operators understand enquiries and prepare responses for international customers. The operator decides what to send.
Connections tailored to platform capabilities
Each channel has its own way of exposing conversations and sending replies. The messaging interface accounts for these differences; available features depend on the account and integration. It brings conversations together while preserving channel, order and correspondence context.
Scope of implementation
- Shared inbox, search and filter conversations by channel and status.
- Message history, notes, and context of related orders and shipments.
- Templates, signatures and translation of messages and prepared responses.
Available incoming and outgoing messaging features depend on the connected channel. The operator prepares and approves the response.
The brand name is withheld on request. This description explains the work without disclosing customer data or internal materials.
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