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Solutions & Services / Customer & tech support

Customer & tech support.
Every step of the way.

Our dedicated client support team is committed to providing prompt, thorough assistance, ensuring a smooth and fully supported experience with our software every step of the way.

Discuss support for your usersSee what support covers
A StarLabs colleague wearing a headset and reviewing a screen with a teammate

Dedicated technical support · Customer service teams · Software products and platforms

What support covers

Dedicated support
for your software.

Dedicated technical support and customer service teams for software products and platforms.

Support every step of the way
  1. 01Dedicated technical support
  2. 02Customer service teams
  3. 03Support for software products and platforms

Support / example implementation

An agent needs an answer, not another search.

Connect approved support documents to an AI assistant. Prepare a response with its source, then let the agent correct it, send it or escalate the question.

Discuss this support processSee AveVoice

Measures to track: Answer accuracy; response time; escalation frequency.

Example process to scope with your team

  1. 01Receive the customer’s question
  2. 02Find the approved answer and source
  3. 03Agent checks the draft
  4. 04Send the response or escalate

How support is set up

Know the product.
Then answer for it.

Support works when the team knows your software, your users and who to call when an answer is not enough.

  1. 01

    Learn the product

    Go through the software, its users and the questions they ask most. Collect the documentation the answers depend on.

  2. 02

    Agree the routes

    Set the channels, hours, response targets and escalation path with you. Name who handles what at each level.

  3. 03

    Prepare the answers

    Write approved answers and troubleshooting steps for the common questions, and keep them where the team can find them.

  4. 04

    Answer and escalate

    Respond to users, record every request and pass technical issues to your developers with the details needed to reproduce them.

  5. 05

    Review and improve

    Share what users ask about and where they get stuck. Agree updates to the answers, the documentation and the product.

Questions

Before support starts.

Answers about channels, hours and handover.

The channels your users already use, such as email, chat, phone or a help desk. We agree them with you during setup.

The hours are agreed with you, around where your users are and when they need help. Response targets are set per channel and priority.

Access to the product and its documentation, your help desk or ticket system, and a technical contact for escalations. We agree which customer data the team can see.

Answered requests with a record of each one, escalations your developers can act on, and a regular summary of what users ask and where they get stuck.

Yes. The team learns the product first, from its documentation and your developers. Where StarLabs builds the software, support is part of the same delivery.

What we do

Build it. Test it.
Support it.

  • 01

    Software Development

    Custom, innovative software solutions tailored to your specific business needs, ensuring efficiency, operation-friendliness, and alignment with your goals for optimal performance.

    Explore software development
  • 02

    Quality Assurance

    We deliver top-quality software through meticulous testing and refinement, ensuring that every project meets the highest standards to elevate business operations and drive success.

    Explore quality assurance

Keep your users
moving.

Tell us who your users are and how they reach you today. We’ll review the starting point with you.

Discuss support for your users