Helmet House

A LiveChat alternative at a fraction of the cost

Improving customer service through a custom chat app

With over 1,000 supplier partnerships, Helmet House ranks as one of the leading online distributors of motorcycle gear in the U.S. However, its website lacked real-time information on stock availability at specific vendor locations, making it difficult for customers to arrange in-person pickups. This gap in functionality led to missed sales opportunities and a less-than-optimal shopping experience.

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Grzegorz Wierzchanowski

New Business Architecture Lead

Challenge

Helmet House needed a live chat solution to facilitate direct communication between customers and equipment vendors about stock availability and in-person collection. The existing system, which relied on text messages and online forms, was both inefficient and expensive, with high recurring monthly costs.
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The client sought a simpler, more cost-effective, and scalable alternative for easy query submission and response, improving both the customer experience and operational efficiency.

Platform architecture

We developed a custom real-time chat featuring an intuitive customer widget that enables direct communication between customers and vendor agents. The solution allows agents to seamlessly add other agents or Helmet House representatives into the conversation, ensuring that customer inquiries are addressed quickly and efficiently, providing a smoother customer experience.

Services provided

React Frontend development with Custom Elements

Nest.js Backend development

AWS
deployment

Custom Element implementation

Admin
panel

UX/UI
design

Built on Matrix

Our solution utilizes the Matrix chat protocol to deliver secure communication with support for conversation history and seamless tool integration. This ensures efficient and scalable real-time collaboration for both internal and external teams.

With the custom chat, Helmet House gained a low-cost customer service platform, resulting in significant savings

Custom solutions need not be expensive! The entire implementation cost was equivalent to just one month’s fee of what off-the-shelf alternatives would charge for supporting over 1,000 vendor agents.

Simplified chat for customers

An easy-to-use chat for customer queries

The web-based chat is seamlessly integrated as a simple widget, enabling customers to submit their queries to vendors in real-time without ever leaving Helmet House’s website.

Key functionalities:

Direct vendor contact

User introduction

Simplified live chat window

Account creation

Vendor communication solution

A multi-user communication tool for vendors

On the vendor side, the live chat allows multiple agents to participate in each conversation, ensuring timely responses. The tool also includes an admin panel for streamlined communication management, making it easy for vendors to oversee customer interactions efficiently.

Key features: