Case study
CXOrbit used Helpneer to centralise customer conversations, streamline support workflows, and create a stronger foundation for customer engagement.
Customer
CXOrbit
Industry
Customer Experience Management / SaaS
Product
CXOrbit
Technology partner
Helpneer
Primary use case
Customer Communication & Support
Result
A structured, centralised support layer around a growing CX platform
CXOrbit is a closed-loop Customer Experience Management platform designed to help organisations capture customer feedback, analyse it in real time, and turn negative experiences into trackable resolution cases.
The platform brings together feedback channels including email, SMS, WhatsApp, web, and IVR, while providing CSI, NPS, CSAT, and CES analytics alongside closed-loop resolution workflows.
As CXOrbit was being developed and prepared for customer-facing use, the team needed a more structured way to manage the conversations and support interactions happening around the platform. That is where Helpneer came in.
Building a CX platform is not only about collecting and analysing customer feedback.
Once customers begin interacting with the product, the organisation also needs a reliable way to manage the conversations that happen around those interactions.
The question was not “how do we communicate with customers?”
It was “how do we create a structured support experience around a growing CX platform?”
CXOrbit needed a support solution that could work alongside its product rather than becoming another disconnected system.
Helpneer provided the capabilities needed to bring customer conversations and support workflows into a more centralised environment.
Its combination of live chat, ticketing, customer and visitor context, team management, and AI-powered support gave CXOrbit a way to structure customer communication while keeping the support experience connected. Instead of managing individual interactions as isolated conversations, the team could create a systematic workflow around them.
A connected support layer built around the CXOrbit platform, from first conversation through to resolution.
Helpneer gave CXOrbit a direct channel through which customers and website visitors could reach the team, creating a more immediate way for users to ask questions and engage.
Rather than forcing every interaction through email or a separate channel, Helpneer provided a dedicated conversational layer.
Customer questions do not always end with the first response. Some requests require investigation, follow-up, or involvement from another team member. Helpneer’s ticketing capabilities created a structured workflow around them.
For a CX platform, context is particularly important. CXOrbit is designed around understanding customer-experience signals and turning them into actionable insight — the support experience needed to follow the same principle.
Helpneer provides a centralised environment where conversations and support activity are managed with greater context, instead of treating each new conversation as an isolated interaction.
As CXOrbit moves from product development toward broader adoption, support operations need to scale with it. Team-management and access-control capabilities provide a foundation for organising support responsibilities, so the workflow is not dependent on a single person.
CXOrbit is built around turning customer signals into outcomes, and the same philosophy applies to support. Helpneer’s AI capabilities provide a foundation for handling repetitive questions and assisting with routine interactions.
By using Helpneer as part of its customer-support workflow, CXOrbit established a more structured environment for customer communication.
Conversations are managed through a dedicated support environment rather than fragmented channels.
Requests requiring additional action move into a trackable ticket workflow.
The team gained a centralised view of customer interactions and support activity.
A foundation for managing support responsibilities across a growing team.
A path toward using AI for repetitive interactions while keeping human support for complex cases.
Support sits alongside the CX platform instead of operating as a separate system.
There is a natural connection between the two platforms. CXOrbit answers “how is the customer experience?” Helpneer answers “how do we respond when the customer needs us?”
Together, the two systems support different parts of the customer journey — creating a more complete customer-experience ecosystem, from identifying an issue to communicating with the customer and managing the response.
Communication and coordination sat outside a single structured workflow.
CXOrbit now runs support through one connected environment.
Helpneer gave CXOrbit a dedicated environment for managing customer conversations.
Conversations convert into trackable support workflows when further action is required.
Customer interactions are managed with greater visibility and continuity.
Support workflows evolve alongside CXOrbit’s customer and team growth.
AI capabilities create an opportunity to automate repetitive interactions.
From feedback signal to conversation to resolution, in one connected path.
For CXOrbit, customer experience does not end when feedback is collected. The real value comes from understanding the signal, taking action, communicating with the customer, and closing the loop.
Helpneer supports the communication and support side of that journey, giving CXOrbit a more structured foundation for customer engagement as the platform continues to grow.
Capture the signal.
Understand the customer.
Start the conversation.
Take action.
Close the loop.
CXOrbit turns customer feedback into measurable outcomes. Helpneer manages the conversations around that experience — from feedback to resolution.