Konga.com Support Chatbot



It started from a conversation ....

Customer Service is hard, and in having a casual chat with the head of customer service I realised they had two major pain points

1. Trying to support customers who are looking at your website and having no way to know what they are seeing is hard.

2. Difficult calls are expensive, when you're paying per second it's important that every person on the call has the right information.

I decided these were problems we could solve with tech. So I worked with our design & engineering team to define requirements, choose technologies and figure out a solution that worked for everyone.



A unique page identifier that customers could reference to agents and a custom chatbot that let agents view exactly what a customer was seeing, which lead to a 12% reduction in call center costs due to shorter call times and less inbound calls