Tech Support as part of a digital product success strategy

In-house support team or outsourcing – what to choose?

If you need comprehensive support for a website, mobile application or any other digital product, there are two options - hire an in-house development team or outsource the task. Let's look at the pros and cons of each.

Own team

Our own team is exclusively dedicated to the development of your project. She is fully involved in the company’s processes and knows exactly how everything should work at the algorithm level, so this option is very good for companies with a developed IT infrastructure and a large budget.

To work in such a model, you will need to hire and provide a constant workload of a team of qualified specialists, equip a workspace, conduct team building and solve other HR issues. Also, each employee must be paid a monthly salary, regardless of how much time he was actually employed. As a rule, all this requires a lot of time and resources, which is why many companies, including large ones, increasingly prefer outsourcing.

Outsource technical support

IT support outsourcing is when you delegate the development of your digital products to an external team and pay for the results. First of all, it saves time and money, since the company does not need to onboard specialists, keep them on staff and organize work processes. But you only pay for the hours actually spent by specialists.

Plus, outsourcing provides access to new technologies and the experience of qualified developers. This is due to the fact that IT companies, as a rule, work with a large number of projects in different niches and have extensive experience in introducing innovations in different areas.

Thus, outsourcing technical support is the most optimal and cost-effective solution, providing the business with high-quality results, accurate and predictable costs, as well as a clear agreement on the timing of the work performed.

Why is it worth providing technical support to an IT project at AVADA MEDIA:

• We adapt to any client requirements and work in any mode to ensure continuous and round-the-clock product support.
• The specialists in our company are experienced engineers with valuable knowledge and cross-niche expertise.
• We use algorithms and methodologies developed over the years to quickly process client requests and eliminate problems that arise in the operation of the software.

What may include technical support for an IT product?

IT technical support includes a wide range of tasks and responsibilities related to ensuring the functioning and development of software in the company. Here are some works that may be included in it:

• Monitoring and auditing . We audit software operating regulations and help optimize them in accordance with company requirements.
• Hosting and server management . Setting up, maintaining and monitoring servers that host the backend part of the software, as well as managing hosting services to ensure stable operation of the product.
• Data backup . Regular creation of backups - backup copies of the project, to protect against data loss in the event of hacker attacks and other threats.
• Security . Installing SSL certificates, monitoring protection against DDoS attacks and viruses, and responding to potential threats will eliminate vulnerabilities and eliminate product security issues.
• Expansion of functionality . Support may include development, testing and implementation of new functionality into the product. This will allow you to continuously improve the efficiency of your software, take into account the needs and wishes of end users, automate business processes and solve other important business problems.
• Performance optimization . This may include optimizing code, page caching, optimizing database queries, and implementing other improvements aimed at improving the performance and speed of the project.
• User support . When using a website, mobile application or other company product, users may encounter various errors and difficulties. By outsourcing the solution to these problems, you will reduce the burden on your staff and optimize internal processes.
• Professional advice . We at AVADA MEDIA, in addition to technical software support, also advise clients and help them develop effective IT strategies that allow them to achieve specific business results.

The responsibilities of the project technical support team may include other tasks - it all depends on the features of the software, business needs and many other variables. Therefore, the list of works is always approved individually with each client.

Technical support for various digital solutions

A company can use different software in its work: websites, mobile applications, CRM, logistics systems and other products. The maintenance of each software has unique features, so we suggest we talk about this in more detail.

Website technical support

Support and maintenance of sites helps to increase traffic and increase confidence in the web resource on the part of visitors. To achieve this goal, the technical support team needs to:

• Continuous availability of the site online and prompt response to problems at any time of the day.
• High speed of request processing and page loading.
• Reliable protection against cyber attacks and vulnerability monitoring.
• Stable operation of the resource even under high loads.
• Reliable database operation, including regular backups and optimization.
• Development of the interface and functional part of the site in accordance with current trends and audience needs.

Technical support for online stores and marketplaces

Due to the specifics of the e-commerce segment, technical support for marketplaces and online stores has its own characteristics. In addition to speed, security and functionality development, the support team also needs to ensure:

• Comfortable work for each seller on the marketplace, taking into account his individual conditions for the sale and delivery of goods.
• Functioning of an honest and transparent system for rating sellers and products.
• Integration with various external software: logistics systems, CRM, accounting programs, etc.
• Correct order processing.
• Setting up payment gateways to receive payments.
• Convenient product catalog management.

Mobile application technical support

The App Store and Play Market are constantly changing the requirements for hosted programs, so the support team needs to constantly update the company's products so that they meet the required specifications and are available for download.

In addition, IT support performs a number of other important tasks:

• Ensures program compatibility with new versions of operating systems and devices.
• Make sure that the program interface is displayed correctly on different devices and operating systems.
• Optimizes the reduction of consumed resources.
• Introduces advanced capabilities to improve product performance in poor Internet coverage and offline environments.
• Optimizes the application to improve user experience.

Technical support for CRM systems

Any CRM system has two key tasks - to automate processes within the company and help it improve relationships with customers. But business is changing, and the target audience has new needs. Therefore, for CRM to cope with its functions, it needs qualified technical support. Typically it includes:

• Study of company processes and market situation.
• Development and use of tools that meet current business needs.
• Creation of API integrations with external services, for example with a website, email, logistics system.
• Implement reliable and up-to-date security mechanisms to protect the customer base from unauthorized access.
• Creation of effective analytical tools that allow the company to better understand its customers and their needs.

Technical support and development of startups

For a startup, a release is only the first step towards success. This is followed by collecting feedback from early users and many iterations, during which some features will remain and begin to evolve, while others will be removed forever. In such conditions, technical support must be as fast, flexible and adaptive to changes as possible - this is the basis for success.

Server technical support

Servers ensure the viability of the entire business - they store customer databases, employee information, accounting, software and its configurations, as well as many other important data. Therefore, it is difficult to imagine what will happen if at some point the server fails. And to prevent this from happening, technical support provides a whole range of actions aimed at ensuring its stable and trouble-free operation:

• Regular operating system updates.
• Managing server settings and adapting them to perform current business tasks.
• Regularly backs up data.
• Installation and configuration of databases.
• Introduces modern security mechanisms.
• Provides continuous monitoring of the technical condition of the server and promptly responds to operational errors.

What specialists are involved in technical support?

For technical support of an IT project, different specialists can be involved depending on the type of software and the needs of the company. For example, the support team may include:

• Technical Architect - designs the technical strategy of the project, and also defines the architectural principles and patterns that will be used in its implementation.
• UI/UX designer – deals with improvements and finalization of user interfaces.
• Frontend developer - identifies problems in the client side and fixes them at the program level.
• Backend developer – works with the server part and business logic of the project.
• QA engineer – tests the update and ensures the quality of the final product.
• DevOps engineers - optimize the processes of developing, testing, releasing and updating software.

What affects the cost of technical support?

The cost of software support is calculated individually and consists of several factors. Here are the main ones:

• Product complexity . The complexity of a software product determines the level of qualifications of specialists who need to be involved in its technical support. Accordingly, the more complex the software, the more expensive the technical support.
• Scope of work . The cost of IT specialists' services is measured in the hours they spend completing tasks. Therefore, the technical support budget directly depends on the volume of planned work.
• Business niche . Some industries, such as healthcare or finance, have increased requirements for security and reliability, which can affect the cost of software support.
• Level of expertise . If a high level of expertise is required to resolve an issue, such as complex technical issues or customization of integrations, this can increase support costs.

How IT support is provided at AVADA MEDIA

Software maintenance can seem complex and time-consuming for businesses. However, thanks to the well-coordinated work of the team and the use of effective methodologies, we at AVADA MEDIA provide the client with fast and high-quality results.

Work on technical support of IT projects in our company is structured as follows:

• Let's get acquainted with the software and the client's business.
• We draw up and approve a technical support plan.
• We are forming a support team consisting of experienced specialists with the necessary qualifications.
• We launch the project and provide the client with regular reports on the work done.
• We receive feedback and optimize the team’s work.

Our main goal is to ensure stable operation and development of the IT infrastructure of each client. To do this, we carefully study the individual needs of the company, then design, develop and implement functional digital solutions.

If you decide to scale or improve your product, contact us. We will discuss your goals, benefits, timelines and budget, after which we will carry out high-quality technical implementation of new ideas.