We help our clients overcome digital obstacles and achieve great results. When our client contacted us about their unpredictable apps and slow customer service, we got to work and built a comprehensive solution. Utilising Next.js, Node.js, React Native, and AWS, we enhanced their web and mobile services to become user-friendly and performant. Not only did our solution secure their systems, but it also included innovative, simple ways for staff to communicate with customers, ensuring faster and smoother interactions.
Many times, the client’s software would stop working or run slowly, leading users to become annoyed and lose trust. With slow page loading, features not working and constant crashes, many users showed less interest in using the platform. When the digital foundation was unstable, customers became less content and left the service at a greater rate.
It was sometimes difficult for users to communicate with customer support in real-time because the platform lacked robust real-time communication tools. Without the live chat, notifications, or fast support that they could easily find, users had to wait. Due to this gap, customers encountered difficulties and experienced problems that remained unresolved.
Sales reps did not have an organised system for handling incoming customer questions. It became challenging for teams to identify problems, reply quickly or maintain a good record of support. This situation delayed official responses, missed opportunities for follow-up, and resulted in a confusing service for users.
To improve reliability, Techling used AWS CloudWatch and configured autoscaling. The setup helped the apps withstand sudden increases in visitors without crashing.
Example
During a promotion with increased traffic on the app, performance and availability did not decrease, in contrast to earlier situations that drove users to leave.
We added real-time chat to the web using Next.js and to mobile using React Native. Now, anyone can easily get in touch with customer support.
Example
For example, instead of spending hours waiting for emails, users can receive immediate help, reducing their waiting time by 60%.
A strong set of support tools was developed, featuring a ticket system (similar to Zendesk), automatic notifications, and routed live chats. Because of this, the support team could prioritise urgent problems and follow up regularly.
Example
When a customer reported billing issues, the system registered the issue, monitored it, and resolved it within minutes.
We utilised EC2, S3, and Lambda services from AWS to establish a dependable and scalable architecture. This made it possible for the system to work well as more users were added.
Example
For instance, moving data to S3 and using Lambda for on-demand processing improved the speed and reduced the load on the core app, making it easier to access, even during peak hours.
Optimized performance across both platforms led to a noticeable reduction in crashes and performance-related issues, contributing to improved user retention and satisfaction.
With the addition of real-time chat, we saw our response times drop dramatically. Faster assistance for customers led to increased interest and a higher level of satisfaction.
Integrated software enabled the support team to follow, prioritise, and resolve tickets quickly, making their work easier and more effective.
| Technology | Purpose |
|---|---|
| Next.js & Node.js | Web development with fast rendering and efficient backend management |
| React Native | Mobile app development for a native-like experience on iOS and Android |
| AWS | Cloud hosting and real-time data processing for scalability and availability |
| WebSockets | Enables real-time chat functionality and smooth user communication |
| Redux / Context API | Efficient state management for chat and support features |
At Techling, we specialize in elevating efficiency and
achieving cost savings in the mobility and healthcare
industries through our custom Al and ML software
solutions. We are committed to delivering exceptional results with a 100% satisfaction guarantee and a promise of ontime delivery. Partner with us to leverage the power of Al and ML, and take your business to
new heights