Real-time chat & in-app support that lifted conversion 60%

THE PROBLEM

Students and tutors had no fast, reliable way to talk inside the app — questions stalled, trust dropped, and prospective users churned before converting. Support lived outside the product, so problems went unresolved in the moment.

APPROACH

• Designed and built the real-time chat end-to-end — backend to frontend — on Node.js and Socket.io.
• Added secure in-thread file sharing (AWS S3 + Multer) for documents and images.
• Built in-app customer support so users get help without leaving the app.
• Handled delivery, ordering, reconnection, and offline edge cases for a dependable experience.

WHAT WAS HARD

• Keeping messages reliable and ordered across reconnects and flaky mobile networks.
• Scaling real-time connections without runaway server cost.

IMPACT

• In-app chat and support drove a ~60% lift in conversion.
• Faster resolution and higher engagement between students and tutors.

SEE IT LIVE