How does our Support Team solve your problems?
We wanted to give you a glimpse into who addresses, and how much work goes into solving your issues...
Your favorite toy broke, where do you go to get it fixed?
We wanted to give you a sneak peek into how we handle customer support at Team.finance - giving you a complete breakdown from when you first submit feedback or issues, all the way to successful resolution.
The official Team.finance Telegram is probably the quickest way to get in touch with our support team, however...
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New clients, issues, support, partnerships - get in touch...
What does the process look like?
1. AmaZix Reports the Issue to Our Team
Once you report your issue in Telegram, our trusted (and amazing - get it, it's in the name?) support partner, AmaZix, steps in to assess and confirm the details. They may ask you for extra details or screenshots - and then pass the issue along to our internal team for further investigation.
2. The Team Gets to Work: Replication & Understanding
Internally, your issue is brought to the attention of three key teams:
- Kacper Kończyk (Head of QA): Kacper leads the initial investigation to replicate the issue in a controlled environment. His primary goal is to fully understand the scope and nature of the problem. Testing each blockchain, service, and functionality to confirm and hunt down the problem.
- Howard Pearce (Product Manager): Howard is involved to action the team, find the correct solution, and project manage the resolution. You may hear from him directly - he's is essentially "Team.finance".
- The Developer Team: Our developers work closely with Kacper and Howard to identify the root cause. If it's front-end UI/UX issues, backend, API, or blockchain - each one has their own dedicated team of developers. Expertly skilled in their own industry.
- Volga Radnajeva (UX/UI Designer): If the problem is rooted in design, user interface or some form of interaction - Volga will diligently assess, and provide solutions.
- Carl Walker (Marketing / Data): (Hey, that's me!) Anything related to data, analytics and marketing will typically involve myself. I'll be checking for brand awareness issues also, eg: will the solution affect search engines or advertising.
3. Identifying a Resolution
Once the issue is found, the team comes together on identifying a resolution. This can range from fixing a technical bug to improving a feature. The aim is to develop a fix that not only resolves the issue but prevents it from happening again.
At this point, we may update you via Telegram to keep you informed on the progress. Transparency and communication are key, so you know we’re on it!
4. Extensive QA Testing
Before changing anything for the new fix, we go through an extensive testing phase using automation tools and programmatic tests.
Kacper leads the quality assurance process, testing the resolution in various scenarios to ensure it works as expected. This helps us prevent any unintended side effects or new issues from arising. Imagine fixing one thing, only to find it broke another.. yeah, we've definitely never done that before (don't tell our CEO I wrote that)
5. Pushing the Fix Live
Once the solution has passed the QA phase in various staging servers, the development team pushes the fix to the live environment. We closely monitor the system using custom built monitor tools to ensure the fix works as expected in the live setting.
6. Updating You
After the fix is successfully deployed, we will get back in touch with you and confirm that the issue has been resolved. We encourage you to check on your end to ensure everything is running smoothly.
7. Follow-up and Continuous Improvement
If everything is working fine after the fix, we wrap up the support request.
One of my favorite processes comes every 2 weeks - we sit down as a team and review all the tasks, bugs, and improvements from the previous developer sprint. Helping the team understand what can be improved in the next phase.
Your feedback and issues help us continuously improve our services, so we’re always looking for ways to enhance the overall experience based on the support we provide.