Case study
NovoCare — in-pharmacy live support
An in-store tablet puts a customer in front of a support agent over chat, voice or video.
The problem
A customer standing in a pharmacy needs an answer there and then. The tablet in the store has to reach a real agent over chat, voice or video, and the agent needs a console to work from.
My role
Backend lead — I built the support system on both sides: the in-store session and the agent console behind it.
What I built
- /01Real-time chat, voice and video sessions between the in-store tablet and support agents, built on Twilio.
- /02Agent-side support console.
- /03Post-session customer ratings.
Stack
- Laravel
- Twilio
- MySQL
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