Customer Support CRM

In 2021, before generative AI became mainstream, AptEdge, a customer support startup company, was exploring how machine learning could help customer support teams resolve tickets faster and uncover operational insights hidden within large volumes of support data.

As the sole product designer, I owned the end-to-end product experience across both customer-facing workflows and internal operations tools. I worked directly with the CEO, engineers, and customers to shape product strategy, define user workflows, and build the design system from the ground up.

Solutions

I designed two core experiences:

Agent Assistant (Zendesk & Salesforce Integration) helped Tier 1 agents resolve tickets faster by surfacing similar cases, relevant solutions, and AI-assisted recommendations directly within existing workflows.

Support Operations Platform provided analytics, escalation management, automation, and workflow configuration tools for Tier 2/3 support teams, simplifying complex operational processes through dashboards, filtering systems, tagging, and guided rule creation.

The platform supported a ticket pool of 10,000+ support requests, contributed to onboarding 2 enterprise clients, and supported approximately $480K in revenue growth during my tenure.