Hotline.io
Support platform for mobile apps
Agent Interface(Web) ⁕ Mobile SDK
Freshdesk Year
2015 – 2016
Role & Team
- Product Designer
Things I worked on
- Research
- Interaction design
- Visual design
- Prototyping
In-app customer support and faq’s system
About the project
The Hotline is an in-app messaging/chat system that can be integrated into your app. Freshdesk acquired the product called Konotor, and I was tasked with designing the entire product, including the agent interface and SDKs. The product combines features from both the existing Freshdesk mobile SDK and Konotor chat. It includes a messaging section, campaigns, a frequently asked section, as well as reporting, dashboard, and settings.
Challenges
Old User Interface - Konotor App - Chat list
Old User Interface - Konotor App - Chat interface
The major problems identified with the old interface:
- Agents found it very difficult to switch between chats, requiring them to go through two steps to move to the next chat.
- The message system was not intuitive and had delays in loading messages in real time, resembling a Gmail-like interface.
- The UI lacked a filter feature, making it challenging to sort and organize information.
- There was no additional information section for agents to look up details about the user, hampering their ability to provide personalized support.
- The app lacked a search functionality, making it cumbersome for agents to locate specific information within the interface.
Initial Design Direction - Chat interface
Old design to Redesigned Experience
In the initial design, we addressed most issues by using the split view UI pattern. Additionally, we added an on-demand pane for views, which becomes hidden once selected. We also began this version by retaining the similar color palette of the existing product.
Final Design - Chat Interface - Updated UI
Marketing Flow - Push notifications,Campaigns
The analytics part of the campaign has been completely revamped, so that the performance of the campaign can be easily assessed at a glance. The campaign creation interface has been designed to be clutter-free and user-friendly. The segment creation has been updated to provide a quick overview of the target audience for the campaign, making it easier to make informed decisions.
Old design to Redesigned Experience
Faqs
Other Flows
Outcomes
2.3
Reduced First Response time from 8.4 minutes
85
Increase in Average CSAT for Apps using hotline
45
Reduction in average resolution time
“At the time of launch Hotline quickly emerged as a frontrunner in Freshdesk’s suite of products, achieving $5 million in annual recurring revenue faster than any other product”
This remarkable success was significantly driven by its innovative design, which became a key differentiator for potential customers in a competitive landscape dominated by players like Smooch and Intercom.
After extensive user research, the introduction of the “Smart Plugs” feature significantly influenced customer decisions, becoming a primary reason for switching to our product ( At that time of launch circa 2016 this was an industry-first feature )
Today, Hotline which is now absorbed into Freshchat powers more than 30 million end users and devices globally, solidifying its position as a vital tool in the customer engagement ecosystem. Its rapid adoption and widespread impact underscore its role as a game-changer in the industry.
