A customer portal that removed 60% of inbound support tickets
Loop's support team was answering the same four questions all day. All four had answers sitting in a database.
Results
The challenge
Loop's support volume was scaling linearly with customer count, and four question types made up 60% of it — all answerable from data the company already held but never exposed to the customer.
What we did
Shipped an authenticated portal covering exactly those four questions, and nothing else, in eight weeks.
Built on their existing API with a read-model cache, so the portal couldn't degrade core platform performance under load.
Met SOC 2 access-control and audit-logging requirements at launch rather than retrofitting them before the next audit.
Instrumented every portal action so the next tranche of features could be chosen from evidence.
The outcome
Inbound tickets fell 60% within a quarter. 76% of customers use the portal monthly, and the support team moved from answering repeat questions to proactive account work.
- Next.js
- TypeScript
- PostgreSQL
- Auth0
- AWS