Support Portal for a Global Medical Device Business

Solution

As part of its CX development work, Expert Soft implemented this functionality within the broader custom payment engine built for the client’s global ecommerce ecosystem. The support portal introduced an assisted-service flow for subscription and order creation, allowing customer support teams to complete the process on the customer’s behalf instead of requiring customers to move through every step manually.

This approach was especially valuable in a business context where the ordering process involved multiple stages and could create unnecessary friction for end users. With the support portal in place, customers could initiate the process with a simple support request, while the internal team handled the remaining steps in a more controlled and convenient way.