Customer Support

The qualitative organization of development and testing of mobile, desktop and console projects is a challenge, which SPL is ready to help with.

However, the first release of the product is almost always just the beginning of a long-term work on its support, which includes monitoring the stability of the services, the release of the updates and work with the users feedback.

Technical support of users is a very costly task even for the small applications because of the following reasons:

• Users asking questions and seeking a solution of their problems seven days a week (and most often on the weekends). Not for every business it will be useful to ask users to wait a couple of days
• Technical support requires an absolute knowledge of the product that developers and managers usually have, but it is not economically advantageous to use their time for technical support
• Confident, quickly and competent communication at least in English and Russian languages is the necessary requirement
• In addition to the support itself, it is necessary to collect and analyze statistics in order to draw conclusions about the main problems with the product and the ways of its further development

SPL is familiar with these difficulties and ready to provide the following services:

• technical support team with the grammatically correct speech
• flexible work schedule that covers up to seven days a week
• work in full compliance with SLA
• the work is done in two-line mode: the initial processing of all incoming requests and the final solution of the question
• statistics and analytics on feedback from users, identifying trends in the topics of requests depending on changes in the product, providing data on the most popular requests

We are familiar with the basic feedback collection systems and ready to use any system for our work if it is necessary:

• Helpshift
• Zendesk
• UseResponse
• Helpstack
• Kayako