Delivering full-spectrum customer and technical support (Tier 1 through Tier 3) built on deep software expertise.

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CASE STUDY

Using a dedicated hardware lab with diverse Mobile and PC devices for issue replication, our high-touch CX agents accelerate the Testing and Engineering feedback loop to ensure rapid resolution, maximizing customer retention and driving efficient product development.

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FEATURED INSIGHTS

Definition of Customer Service Outsourcing

Advanced Customer Support Outsourcing at Leap Steam: Level 1,2 and 3.

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8 things about Back-office Services and Outsourcing – unlock business potential.

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Partner With Customer Service Outsourcing Companies: A Strategic Decision.

CLIENT SUCCESS, POWERED BY TECHNICAL EXPERTISE

We deliver full-spectrum Client Success services, embedding our agents directly into the product lifecycle. Acting as vital product liaisons, our technical specialists manage Tier 1 to Tier 3 support, capturing critical user insights and accelerating the feedback loop directly to the product and engineering teams. We ensure maximum reliability, proactive issue resolution, and data-driven prioritization that fuels continuous software improvement and maximizes annual recurring revenue.

  • Full-Spectrum Triage and Resolution: Handling inbound inquiries across chat, email, and voice, spanning simple password resets (Tier 1) to sophisticated bug isolation and complex system configuration issues (Tier 3).
  • API and Integration Support: Agents trained to troubleshoot issues related to the product’s API, third-party integrations, webhook failures, and general development-related questions.
  • Advanced Diagnostic Tool Proficiency: Utilizing client-side tools (e.g., logging tools, browser consoles, network sniffers) to efficiently capture diagnostic information needed for escalation.
  • Dedicated Hardware Lab Testing: Operating a centralized lab with diverse hardware (various OS versions, mobile devices, browsers) to consistently replicate and validate complex, environment-specific bugs.
  • Technical Bug Reporting and Documentation: Writing detailed, developer-ready bug reports with clear reproduction steps, environment data, and expected vs. actual results, often directly in client ticketing systems (Jira, GitHub Issues).
  • Fix Verification and Regression Testing: Performing final validation of patches in staging or development environments before fixes are deployed to production.
  • Onboarding and Adoption Guidance: Guiding new high-value clients through the setup and integration process to ensure rapid and effective Time-to-Value.
  • Client Health Monitoring: Regularly analyzing usage data and support history to identify at-risk clients and proactively intervene to prevent churn.
  • Renewal and Expansion Management: Leading high-touch conversations regarding contract renewals, identifying opportunities for upselling to higher-tier features, and expanding licenses based on proven usage value.
  • Manual Feature Testing: Executing detailed test cases for new feature development, focusing on usability, functionality, and adherence to requirements.
  • Cross-Browser and Cross-Device Testing: Rigorously testing software performance and compatibility across all client-supported browsers and device types (desktop, iOS, Android).
  • Performance and Stress Testing Support: Assisting engineering teams by performing load testing validation and reporting on critical performance bottlenecks during high-traffic simulations.
  • Documentation Authoring: Writing and editing technical guides, release notes, integration tutorials, and troubleshooting articles for users and developers.
  • Knowledge Base Architecture: Structuring and organizing internal and external knowledge bases to improve searchability and knowledge discoverability for both agents and end-users.
  • Localization of Technical Content: Translating and adapting product documentation and support articles for new international markets, ensuring cultural and technical accuracy.

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