We are looking for a reliable contractor to process our software tickets. We need round-the-clock user support, preferably with experience working with complex technical products. Who has collaborated with whom recently?
We had a similar dilemma about a year ago, when our own support service stopped dealing with the influx of requests after a major update to the platform. For a long time, we doubted whether it was worth trusting external specialists to communicate with our users, because the product is specific and requires a deep understanding of the logic of processes. As a result, we decided to try to outsource the first line. The partner for this task was technical support outsourcing, which was able to quickly deploy a team and set up processes. Their engineers quickly delved into the nuances of our software, took over the routine tickets and unloaded our full-time developers. The quality of processing requests remained at a high level, and the response time was reduced several times. We are now planning to expand our cooperation and transfer more complex technical support levels to them.
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