GoCardless`, a UK-based service that allows users to accept payments via links, has created an internal tool called "Nodephone" using Twilio, Node.js, and Socket.io to track customer support calls and requests. The system, built by Customer Support Manager Tim Rogers, organizes GoCardless' support data, tracks peak call hours, and develops customer profiles. By analyzing the collected data, Tim has been able to identify trends and make data-driven decisions, such as setting office hours based on peak call times and revamping FAQs with new content. The tool also provides a web interface for support agents to view customer records and add descriptive tags and notes. GoCardless plans to expand Nodephone's capabilities to other support channels, including email, and build an internal dashboard to display headline stats in real-time.