Blip Desk App – Blip

What Is Blip Desk?

Blip Desk is the human support tool integrated into the Blip ecosystem. It allows the user to connect a chatbot with a team of agents in an automated way, monitor operations in real time, manage teams, and easily generate reports.

Opportunity

We received constant feedback from clients stating that if they had a mobile-friendly solution, they would increase agent availability and increase their results. Although there is already a responsive version of Blip Desk that runs in a web browser, customers reported it wasn’t enough due to certain usability limitations.

Discovery

We conducted a Design Sprint to define how the app would work. On the fifth day (prototype validations), we spoke with users who confirmed the need and perceived value of a mobile version.

Foi feito um Design Sprint para algumas definições quanto ao funcionamento do app. No quinto dia (validações com protótipo) conversamos com usuários que validaram a necessidade e o valor percebido da versão mobile. Developing the Blip Desk app was a strategic decision, as it differentiates the company’s offerings. With this approach, we can expand our market and position Blip Desk as a product that provides mobility and agility for support teams.

What did we find out?

• Clients viewed it as an advantage that Blip Desk isn’t a personal messaging app (like WhatsApp), so team members wouldn’t mix personal and professional conversations.
• Users needs to receive notifications when they were away from their computers.
• Ease of use was a key point—everyone interviewed referenced WhatsApp as a benchmark for user-friendliness. Because it’s a messaging platform, adopting a similar approach in Desk makes sense.
• Even those companies who serve customers in person could handle requests during slow periods. For instance, a retail store employee could assist online customers via Desk in moments without in-store traffic.

Product Vision

“For agents who work outside the office, the Blip Desk app is a mobile ticketing solution that frees them from relying on a computer to handle support tickets. Unlike the browser-based version, the app runs in the background and sends notifications whenever a user receives a new ticket or message.”

MVP

Initially, our MVP focused only on the agent’s perspective. In this first phase, the app aimed to replicate the main features an agent already has in the Desk application—being assigned to new tickets, transferring tickets to other agents, and closing tickets when the conversation was complete.