Belitsoft > Support of Software Dedicated Communities

Support of Software Dedicated Communities


This project is one of most popular Software dedicated communities. The community objective is to bring any non-programmer into the world of software and we spend much effort to let it come true. Since there are several product families which are permanently updated and many extensions to famous solution which still grow in number, it may be strongly necessary to carry out professional customers' support every day.

The Process

Project support is a very important part of every project. Without outgoing and in time support, new products versions available and careful community creation it is impossible to  achieve success in the long run, that is why a support team of experienced professionals whose duty is to conduct assistance for customers is a MUST.

Software products provided on this website can be used both by webmasters, competent web developers or just non technicians trainers and teachers, so support team can resolve tasks of any level.

To ease interaction between the support team and customers the following on-line tools implemented:

  • Forum;
  • Helpdesk;
  • Usual 'contact us' form.

It's possible to use Live chat too, Skype, MSN, ICQ.

For users convenience the Forum includes sections dedicated to customers' feedback on each of the Software products selling on the site. Here all the visitors may find answers to their questions or create new topics and get the support team's help.

Helpdesk section is another way to contact support service. Here customers can submit requests for technical support in the form of tickets and get professional support team technicians' help. The peculiarity of this project is that several products are taken into consideration and the support team as well as developers is in charge of them all together. Support service may include repairs and installation assistance too.

Besides support team solving general questions there is a group of developers handling technical questions and custom development of the already existing software as well as development of a new sophisticated and original software meeting customer's essential demand.

The Results

  • Technologies and platforms: Helpdesk, Live Chat, Phone, Skype, Online Conference Tools
  • Effort: 120 man-months, ongoing

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