VideoSupport
VideoSupport is a video messaging platform that integrates with top CRMs like Intercom, HubSpot, and Zendesk. The platform allows customers to easily submit videos showing their issues or feedback. This solution enables companies to efficiently review, categorize, and address customer concerns through their existing systems.
The Challenge
After acquiring VideoSupport, we faced the challenge of modernizing an aging codebase with technical debt while maintaining service for existing customers. The platform needed to scale to handle increasing demand for video-based customer support solutions.
Our Solution
We rebuilt the entire stack from the ground up, implementing a Ruby on Rails backend. We optimized the video processing pipeline and implemented WebRTC for real-time communication, ensuring high-quality video delivery even on slower connections. We implemented a sophisticated video review system seamlessly integrated with their existing CRM platform. This custom solution enables print companies to efficiently review and evaluate product defects through recorded video footage submitted by their B2B clients. The system timestamps and categorizes videos by product type, defect category, and severity, allowing for structured quality control, targeted production improvements, and efficient warranty processing. This integration has significantly improved defect resolution time, production quality, and overall client satisfaction while maintaining a user-friendly interface for both print companies and their business clients.
Results
The rebuilt platform reduced page load times by 65%, increased video processing speed by 40%, and improved overall user satisfaction scores by 35%. Customer acquisition costs decreased by 28% due to improved conversion rates.
Project Details
Duration
Ongoing
Technologies
Delivery
Completed in record time with our 48-hour delivery model
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