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The old system relied on a third-party widget that didn’t align with Sunbit’s design or meet the needs of a rapidly growing customer base.","itemId":"db8a51e6-8639-4663-ba54-22ede0613956","fieldSchemaId":"f1c0a374-a507-4949-8d40-a57b0516ebfd"},{"id":"4f4486a0-3692-4f02-8287-fe1276619d06","value":"Why climate goals belong in your core roadmap—not just in the annual ESG report.","itemId":"db8a51e6-8639-4663-ba54-22ede0613956","fieldSchemaId":"f292d9ac-ccc5-4252-a8e4-0d6491a9ba7e"},{"id":"405bbb5e-de09-4e87-ac2a-a914b5bcc145","value":"","itemId":"db8a51e6-8639-4663-ba54-22ede0613956","fieldSchemaId":"a4d53820-9a8e-4129-9a19-3aeb454fe540"},{"id":"cbd62a00-cde2-44a8-a7d9-e0c67ac7bc49","value":"{\"root\":{\"children\":[{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Turning support into a conversation, not a friction point\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"tag\":\"h5\"},{\"children\":[{\"type\":\"linebreak\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Customer support is often where trust is won or lost, especially in fintech. At Sunbit, support existed across channels, but the experience felt fragmented, inconsistent, and reactive instead of supportive.\",\"type\":\"text\",\"version\":1},{\"type\":\"linebreak\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"type\":\"linebreak\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"The Problem\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"tag\":\"h5\"},{\"children\":[{\"type\":\"linebreak\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Users struggled to understand where to go for help and often repeated themselves across channels. Sessions didn’t persist, context was lost, and the experience didn’t feel aligned with Sunbit’s product or brand. This led to higher call volumes and unnecessary friction for both users and support teams.\",\"type\":\"text\",\"version\":1},{\"type\":\"linebreak\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"type\":\"linebreak\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"The Solution\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"tag\":\"h5\"},{\"children\":[{\"type\":\"linebreak\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"I designed a chat-first support experience across mobile and web, fully aligned with Sunbit’s design system. The solution emphasized persistent sessions, seamless authentication, and clear visual feedback like typing and read indicators. Users could leave and return without losing context, while support agents had the information they needed to help efficiently.\",\"type\":\"text\",\"version\":1},{\"type\":\"linebreak\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"type\":\"linebreak\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Impact\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"tag\":\"h5\"},{\"children\":[{\"type\":\"linebreak\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Support became more accessible, human, and consistent.\u2028Users trusted the experience more, self-service adoption increased, and business projections showed a significant reduction in call volume. 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