The problem

Crypto transactions are complex, and when something goes wrong—like a delayed transfer or a missing deposit—users panic. Old support tools couldn't track crypto-specific issues, leading to long wait times, stressed agents, and lost user trust."

Design Approach

• Ticket Management Dashboard: Organized tickets into a clear feed with priorities and timestamps.

• Contextual Live Chat: BCreated a split chat layout that displays user history alongside live messages.

• Smart Filtering & Search: Added quick search by issue type, network, and status to solve urgent tickets faster.

• Scalable UI Components: Designed components for quick replies, status updates, and internal notes

Key Takeaways

Workflow Efficiency: Agents solve issues faster when they don't have to switch screens. Putting ticket details and live chat side by side dramatically reduced resolution times.

Results

• Faster Resolution Time: A clear, simple UI allowed agents to handle and solve user tickets much faster.

• Improved Agent Productivity: Clear tagging and automated sorting reduced agent cognitive load during high-traffic market events.

• Higher Client Satisfaction: Real-time chat and transparent status updates helped build user trust during critical payment issues.