Chat Assist System
An internal portal for customer-support operators to log and track complaints, feedback, refunds and official receipts for online-marketplace orders.
Overview
Chat Assist is a portal for the operators who handle customer conversations for products sold on online marketplaces. From one dashboard they open four modules: Complaints, Feedbacks, Refund and Receipt.
Each module pairs a structured entry form with a dashboard, so information that would otherwise sit in chat threads becomes records that can be filtered, counted and followed up.
Business purpose
Support teams handling orders across several shops and platforms need a consistent way to record issues and see where they stand. Chat Assist gives every complaint, refund and receipt a status and an owner.
My role
- I developed the portal and the four modules shown below.
Technical implementation
- Signed-in operator sessions; the operator’s name is attached to the records they create.
- Dependent dropdowns (e.g. product line → product, issue category → issue details).
- Reference data — couriers, products, tags, shops, platforms, product lines, issue categories and details — is managed in-app rather than hard-coded.
- Dashboards with month and date-range filters and charts.
- Web application
Main features
Complaints
Form capturing order ID, lot number, courier, shop, platform, product and issue; statuses from awaiting reply to closed; a For Resolution queue; dashboard with complaints by platform, shop, product and operator.
Feedbacks
Tagged feedback entries (product experience, requests, routine), positive/negative feedback analysis, a product-request dashboard and show/hide table columns.
Refunds
Refund form (shop, platform, customer, e-wallet details, amount, reason), a verification queue, a refund dashboard and proof-of-refund tracking.
Receipts
Official receipt form and a receipt dashboard with totals, status and filters.
Project Gallery
Service portal
Complaint dashboard
Structured complaint form
Feedback analysis
Feedback form with guide
Refund form
Official receipt form
In-app reference data
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