Alena Papusheva and Fedor Mosolov, customer support employees of the eXpress corporate communications and mobility platform, told ICT-Online.ru ("Infocommunications Online") about how customer support for the mobile platform is organized using eXpress as an example.</i>
Due to the departure of Western vendors and tightening legal requirements for the use of public and foreign messengers to solve government and business problems, the need for Russian solutions for corporate communications has increased significantly. Thus, over the past 2 years, the number of eXpress users has begun to approach one million.
To optimize work with users, it was decided to divide the platform support into two parts: client (work with users of client applications) and technical (system maintenance from the backend by technical specialists).
Every month, the first line of customer support receives about 5 thousand requests, each specialist on average processes from 25 to 70 requests per day, and closes 80-85% of requests already at the first stage. More complex issues (technical analysis, changes in settings of client applications and servers, assistance with integration with corporate services on the customer’s side, etc.) are resolved by second-line engineers.
Most often, customers contact support regarding messenger functions, but some requests – this is a desire to launch new functions and improve or expand the functionality of the platform. This is extremely valuable information that helps improve our product. Only in 2023, thanks to users, more than 5 new functions of the application were launched. Among these functions are reactions, about which we wrote a detailed article at VC.ru
To reduce the burden on support, training is also carried out for specialists of the customer company, with whom eXpress shares methods proven in practice in order to equally understand the product and successfully jointly solve various issues regarding its operation.
Practice shows that the ability to quickly and easily receive answers to questions saves employees’ working time. This is necessary for any customer company, regardless of its size, so properly organized support is very important for corporate customers.
