What is technical support in IT and why is it needed?
In the IT sector, high-quality technical support is an essential part of customer service. This is especially true for designers of quizzes, forms, widgets and other flexible products, where the user adapts the tool to their tasks. Even if the interface is intuitive, there are always questions in practice.: how do I embed it on the site, how do I enable payment, why don't I receive requests, and how does the conversion logic work?
Technical support is not a "rescue service" that is accessed only in case of a breakdown. This is a full-fledged support department that helps to fix the problem, successfully use the product, understand its capabilities, configure integrations, and launch projects.
Without support, a product may be great, but it will remain inaccessible or incomprehensible to some users, especially new ones. This means it will not bring results to the business.
High-quality support contributes to:
➔ reducing customer churn,
➔ increase trust in the service,
➔ Quick feedback for the product team,
➔ improving the quality of using the platform.
What does the support service do and how does it affect the result?
The work of support specialists combines product knowledge, attention to detail, and the ability to work with people.
In the case of a quiz constructor like QForm, support helps at all stages.:
- explains how to build a quiz structure, connect analytics, CRM, or payment.;
- It tells you how to logically build a funnel of questions.;
- checks whether the logic of transitions and conditions is working correctly.;
- It helps to embed a quiz on a website or launch it via a widget.;
- analyzes problems, sends bug reports to developers, and gives the client transparent feedback.
In addition to technical aspects, support also performs an educational function — it shows users how to make a quiz not just "beautiful", but effective: increase conversion, shorten the way to the application, get accurate answers.
A well-configured support process directly affects how easily users get results. And the result is the main factor of retention and loyalty.
How QForm support works
From the very beginning, we laid down a simple idea in QForm: support is a part of the product, not an application to it. Therefore, we strive to provide the most accessible, understandable and fast communication for every user, regardless of their experience and level of training.
Today, QForm support works through several convenient channels.:
- Online chat in your personal account (based on JivoSite)
A chat is available in the lower right corner on all the pages of the constructor. This is the most popular and fastest way to get help. Specialists promptly join the dialogue and help resolve the issue on its merits, without overloading with formalities.
- Tickets in the "Support" section
There is a special section in the lower-left menu of the personal account where you can send a request directly to our internal system. Such a request is recorded, gets a status and is processed according to priority. This is especially useful if the issue requires time for analysis or the involvement of other departments (for example, development or the product team).
- Support via VK
We are also open to communication on social networks, including through our VKontakte community. This is especially convenient for small businesses and the self-employed, who are used to solving everything on the go.
Our task is not just to answer, but to help achieve the goal: to assemble a working quiz, connect analytics, place an order, embed it on the site, and make sure that everything is working correctly.
We do not use chatbots to replace people: all requests are handled by real specialists. But automating some template processes helps us to be faster.
All this makes QForm support a real helper, rather than a formal response service.
Find out how it works — register for free
Working with quizzes should not be difficult, even if you are doing it for the first time. With QForm, you get a powerful tool and live support that will help you at all stages: from creation to launch and analysis.
Test the work of the designer and contact support with any question, make sure how easy it is to solve problems when there is a team behind you who is ready to help.
Create a QForm account for free and get started right now.