At Techling, we help build better digital platforms and boost customer engagement. A client reported a problem with customers having difficulty using the application and finding help through their support service. We used Next.js, Node.js, React Native and AWS to build a solution that would stabilise their web and mobile platforms and add fast, reliable tools for communicating with customers. The aim was to make the platform smoother and responsive so that users would be happier and the business could meet customers’ demands everywhere.
The application suffered from instability, often crashing during high-traffic periods. This disrupted the user experience and discouraged repeat usage, especially among mobile users accessing the app on older devices or with limited bandwidth.
The client relied on outdated support forms and email for customer interaction, delaying issue resolution and frustrating users, especially in urgent scenarios like payment errors or login failures.
The staff supporting customers had no system for managing queries. Without a single tracking system, employees regularly missed following up, and every issue was not stored, leading to shifts in how problems were dealt with.
The network was handling more traffic than its old infrastructure. This increased traffic caused websites to crash, data to be delayed, and security issues to arise. The client was not prepared for disaster recovery or automatic scaling.
We found that the web and mobile applications had some performance issues. We improved the way React Native components work to make them render quickly, use less memory, and handle their life cycles appropriately. For the backend, we used AWS Elastic Beanstalk to increase the capacity of our services, and we made sure to use AWS CloudWatch and Sentry to track errors in real time.
Example
When more than a thousand users were active at a time, the app would crash in the past. With changes to performance and policies applied, the system dealt with 5,000 users at a time without any crashes in the last 30 days.
You can now use real-time messaging, powered by WebSockets, in the Next.js web app and the React Native mobile app. Using this chat method, users could talk to support instantly, get real-time updates, and look back at their exchanges.
Example
A person experiencing a payment error previously needed to wait at least 24 hours for a response by email. After the real-time chat was introduced, the user got support immediately, finished their transaction, and shared a good review to show their increased satisfaction.
We created a special support console enabling our team to create, assign, check status, and receive alerts. Because of it, the support agent’s work became more orderly. Teams could review reports and assign priorities to tickets based on their type and how quickly they were resolved.
Example
Three days passed with no follow-up, and the billing problem was not noticed before this system. The new ticketing approach made it possible to fix the same issue in 2 hours, sending frequent status updates, allowing for internal comments, and automatically surge help when needed.
We moved the client’s backend and storage to Amazon Web Services. These services were chosen: EC2 for general computing, S3 for media that scales, RDS for private, organised data, and CloudFront for quick delivery. This design made scaling up horizontally, ensuring the site was always available, and shortening page loads possible.
Example
When the new feature was introduced, site users rose by 300%. The platform was always responsive, loading in under 2 seconds on all devices, all without human intervention.
With the solution in place, the client saw significant improvements:
Optimized performance across both platforms led to a noticeable reduction in crashes and performance-related issues, contributing to improved user retention and satisfaction.
The addition of real-time chat functionality enabled quicker response times, enhancing user satisfaction and trust in the support system.
The integrated customer support tools enabled the team to handle queries more efficiently, leading to a reduction in response times and an overall improvement in service quality.
Users experienced a consistent and smooth interface across both web and mobile platforms, ensuring that their interactions were seamless regardless of the device.
| Component | Technology |
|---|---|
| Frontend | Next.js, Tailwind CSS, Redux Toolkit |
| Backend | Python, FastAPI, PostgreSQL, SQLAlchemy (Async) |
| Cloud & Storage | AWS S3 |
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