A strong product support team is essential for maintaining customer satisfaction and ensuring seamless user experiences. Just like a well-oiled machine, each component must function efficiently to deliver top-tier service. 

At hero/dot, we continuously refine our support processes to provide faster resolutions, better communication, and more accessible resources. Here are six crucial factors that make a great product support team.

1. A Smart and Unified Ticketing System

Imagine a customer facing an issue but struggling to get timely support. Frustrating, right? That’s why a robust ticketing system is the backbone of an effective support team. We recently switched from Freshdesk to Jira Service Management, bringing a game-changing shift in how we manage customer requests.

Why it matters:

1. Dedicated portals for clients to submit and track their tickets easily.
2. Automated ticket statuses, reducing wait times and confusion.
3. Advanced analytics dashboards, helping us detect patterns and optimize response times.
4. Seamless integration with development teams, ensuring faster issue resolution.

Hero Tip: A well-organized support system isn’t just about tracking issues—it’s about making the customer journey smoother from start to finish.

2. Empowering Clients with Self-Service Resources

Nobody likes waiting for answers to simple questions. That’s why we launched a comprehensive User Manual for TISA Group's products Stride, Umpire, and Wicket. This resource helps clients find the information they need without submitting a ticket, reducing the support team’s workload.

What’s inside the manual? 

✔️ Detailed product descriptions – full breakdowns of features and functionalities.
✔️ Step-by-step visual guides – making navigation effortless.
✔️ Best practices and troubleshooting tips – helping users solve issues independently.

Want to explore it yourself? Check out the User Manual here.

Hero Tip: The more accessible information is to users, the fewer tickets they need to submit.

3. Proactive Customer Communication

A reactive support team only responds to problems. A great support team prevents them. To keep our customers informed and ahead of the curve, we launched a Product Newsletter.

What’s inside?

• Product updates and new features – so clients always stay in the loop.
• Tips and best practices – helping users maximize efficiency.
• Common FAQs and troubleshooting – addressing recurring customer concerns before they become issues.

Hero Tip: Proactive communication fosters trust and reduces unnecessary support requests.

4. Seamless Collaboration Between Teams

Great support doesn’t happen in isolation. One of our biggest improvements is bridging the gap between support and development teams. Thanks to our Jira Service Management integration, we now have:

• Real-time issue tracking – ensuring no request gets lost.
• Faster collaboration – support agents and developers working together more efficiently.
• More transparency – customers get clearer insights into the resolution process.

In January alone, nearly 80% of all product requests required direct involvement from our Tech Team — highlighting the importance of efficient collaboration and resource management across departments.

5. Commitment to Continuous Improvement

An exceptional support team doesn’t just solve problems—it prevents them. That’s why we consistently analyze our data, refine our processes, and optimize our approach to ensure we’re delivering the best possible service.

✅ Key improvements this year:

• Faster ticket resolutions with our new system.
• Better customer education through self-service tools.
• Stronger team collaboration between support and development.

Hero Tip: The best support teams don’t just react—they evolve to meet customer needs before they arise.

6. Exploring the Role of AI in Product Support

As artificial intelligence continues to evolve, so do the opportunities to enhance product support. While human interaction remains at the heart of our approach, we’re actively exploring how AI can complement our efforts and help us scale even further.

What’s on our radar? ???? 

• AI-powered chatbots – handling repetitive queries instantly and freeing up the team for more complex cases.
• Smart ticket categorization – using machine learning to prioritize and route issues based on past behavior.
• Predictive analytics – identifying recurring problems before they escalate, improving product reliability.
•  NLP tools – analyzing ticket content to suggest responses and reduce resolution time.

Hero Tip: AI isn’t here to replace people—it’s here to support them. The future of support lies in the synergy between smart technology and human insight.

Final Thoughts

At hero/dot, we believe support is more than just troubleshooting—it’s about creating an effortless and engaging customer experience. By optimizing our ticketing system, providing self-service tools, proactively communicating, fostering team collaboration, and embracing continuous improvement, we’re setting a new benchmark in product support.