About this project
This project is a knowledge base to answer customers’ questions. We also implemented a chatbot and a “chat with support” feature powered by Freshchat SDK on this site. I am in charge of software development and project management for this product. I collaborated with one of the UI designers in our company and delivered this help centre based on WordPress and the Knowall theme. 

In this project, I modified some of the default behaviours written in PHP from HeroicKB to ensure that the feature fulfilled our requirements. Meanwhile, we had to redesign the user interface with overwrite CSS on desktop and mobile sites to make it more consistent with our business theme and improve the user ability when integrated into the SHOPMY core app. Moreover, I had to add additional features, such as a chat dialogue and ticket system, to create multiple ways to solve customer’s issues as soon as possible.

By using the chatbot and knowledge base that I had developed, we saved more than the budget of $50,000 on customer support annually. Additionally, this site benefited the seller’s onboarding process and saved approximately 5 hours of the tutorial when there were new sellers who wanted to join us.