Support Strategy Design & Implementation
IT Assist provides solutions to solve the challenges your support and operations team currently faces or might experience. While you focus on building out your API, we make sure you are equipped to deliver great developer support.
Leveraging the systems that are already in place, integrating for automation, analyzing all call flows and impacted organizations streamlines and optimizes your support process.
Tool Development, Automation & Integration
IT Assist can recommend and develop tools geared towards improving the support team's efficiency by determining pain points and developing solutions to address them.
Tools to troubleshoot customer issues faster, handle overcast mode when an API is down, track and manage customer communications.
Tools to monitor and integrate with operational data available from all systems in an API request's call path as well as integrate with their helpdesk system.
Develop and provide troubleshooting centric training to support teams that focuses on potential issues and how to troubleshoot them. Integrated with the training is tool development to move past static how to guides.
Training to increase the understanding of the relevant underlying technology, architecture, impacted applications groups to expedite the triage process and root cause determination.>
Sample Applications, SDK & Technical Documentation
Designing and developing interesting application use cases which showcase API capabilities in a real world scenario.
Internal architectural design and developer guides, parameter descriptions, uses cases and error handling guidelines.
Developer On-boarding & Support
We can also serve as your support team, assisting with business related on-boarding tasks and providing development and testing support for applications. This includes web forum moderation, developer conferences, hackatons, email/telephone/helpdesk support and specialized services for enterprise partners.
Audit Support Setup & API UX Review
Analyze ticket flow and review support cases to pinpoint areas for improvement and develop actionable metrics to help streamline operations.
Review and provide feedback on your help and resource center for availability of FAQ, troubleshooting tips, use cases, feedback tools, documentation, forums and other channels to provide API user support and engagement.
UX review of your API for ease of use and appropriate error messages to maximize developer productivity and success to drive down the number of support questions.