Customer Support

Expert User Support & Field Services to keep your business up 24/7

Make sure your operations run smoothly with Spyrosoft’s end-to-end IT support, which combines live experts, AI-powered tools and on-site response for seamless service around the clock.

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What can we help you with?

User support & engagement

We deliver 24/7 IT support with at least 50% First Time Resolution, combining AI chatbots for instant help and live agents for complex cases. Our omnichannel approach, covering phone, email, chat and social media, ensures seamless customer interaction. Support is available via a follow-the-sun model or from a dedicated delivery centre in Poland, using ITIL-based processes to drive continuous improvement.

Technical support (L1)
Live chat & chatbots
Omnichannel support

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Field support services

Our on-site L2 IT specialists provide desk-side support for IMAC and Break & Fix tasks across all enterprise environments. With service centres in all major Polish cities, we offer fast response times, starting with a 2-hour SLA for critical issues. We also handle office relocations, equipment installations and complete IT environment set-ups. With over 20 vendor partnerships, we offer hardware and license procurement at competitive prices.

Comprehensive desk-side support
Spyrosoft’s service centre locations in all major Polish cities
Office relocation/equipment installation
Hardware and license procurement

Digital experience & automation

We build self-service portals with knowledge bases and FAQs to support independent issue resolution. Our proactive support detects and resolves issues before they impact users. Using AI, we deliver personalised experiences based on user behaviour and preferences.

Self-service portals
Proactive support and issue prevention
AI-powered personalisation

We solve the most challenging issues in customer support

Balancing human touch & automation
Keeping First-Time Resolution rates high
Preventative maintenance
Ensuring field support readiness
Low customer satisfaction & high knowledge attrition
Poor visibility into support ROI

Balancing human touch & automation

Over-automation can feel cold and impersonal, while over-reliance on human agents increases response times and operational costs. Finding the right balance between AI tools and live support is difficult, but essential.

The solution

Intelligent automation manages routine tasks and supports user self-service. When needed, seamless bot-to-human handoffs maintain a smooth experience. Human agents handle complex issues without disrupting the service flow.

Deployment of AI-powered chatbots for instant, repetitive queries.
Escalation to skilled human agents for complex or high-stakes requests.
Seamless handover ensures no disruption between bot and human interaction.

Let’s talk about your needs

Keeping First-Time Resolution rates high

Customers expect their issues to be resolved in a single interaction. Achieving consistently high FTRs requires skilled agents, robust knowledge bases and effective escalation processes.

The solution

AI chatbots handle high volumes of repetitive queries instantly, freeing up agents for more complex cases. Skilled support teams manage escalations seamlessly, supported by ongoing vendor-funded training to ensure quality service and first-time resolution. Local service centres provide fast, SLA-driven on-site technical support.

AI chatbots handle common issues instantly, reducing queue times.
Skilled agents trained in advanced problem-solving for complex inquiries.
Escalation paths are clearly defined to avoid resolution delays.
Knowledge bases are continuously updated to ensure accuracy and consistency.
Local service teams provide fast, on-site IT support when remote resolution isn’t possible.

Let’s talk about your needs

Preventative maintenance

Many companies still address issues after they have already occurred. With proactive monitoring and predictive analytics, teams can identify and resolve issues before they impact the customer experience.

The solution

Real-time monitoring and analytics detect problems early, while automated alerts reduce downtime. Regular health checks and an evolving knowledge base support continuous improvement.

Implementation of proactive monitoring tools, trend analytics, and alerting systems.
Early identification of issues before they impact end users.
Continual improvements and health checks baked into every service model.

Let’s talk about your needs

Ensuring field support readiness

When on-site support is required, businesses often struggle with limited local resources or delays in meeting SLAs, what leads to slower resolutions and frustrated customers.

The solution

We ensure field support readiness through a scalable, locally anchored model. By combining rapid-response capabilities with experienced L2 technicians and flexible service options, we help businesses resolve critical issues quickly and with minimal disruption.

On-demand field support through L2 IT specialists across major Polish cities.
Quick dispatch with SLA starting from 2 hours for critical issues.
Full desk-side support, break/fix, IMAC (Install, Move, Add, Change), and office relocation projects.

Let’s talk about your needs

Low customer satisfaction & high knowledge attrition

When experienced agents leave, knowledge often goes with them, leading to inconsistent answers, slow issue resolution, and lower satisfaction scores.

The solution

Knowledge continuity is maintained through AI-enhanced knowledge bases and structured documentation of best practices. Continuous training programs, fully funded by the vendor, ensure new hires ramp up quickly and consistently. Self-service tools empower users to solve common issues independently.

Internal training covered cost-wise by the supplier.
Automation for Knowledge Bases based on common and tested resolutions.
AI-powered self-service for improved accessibility and user autonomy.

Let’s talk about your needs

Poor visibility into support ROI

Without proper tracking, it’s hard to measure agent performance, ticket costs, and the real return on investment for support operations.

The solution

Advanced reporting dashboards provide real-time insights into KPIs such as resolution times, ticket volumes, agent productivity, and cost per ticket. This transparency helps optimise operations and demonstrate clear ROI.

Real-time dashboards tracking key support metrics.
Cost analysis for each ticket and support channel.
Actionable insights to optimise performance and justify investment.

Let’s talk about your needs

Why choose Spyrosoft, a support partner who thinks ahead?

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Strategic, ITIL-aligned operations

From incident to change to problem management, our processes follow best-in-class ITIL standards – ensuring reliability, transparency and control at every stage.

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Continuous service improvement – built in, not bolted on

We don’t wait for problems to escalate. With continuous service improvement embedded in our approach, we proactively evolve your support ecosystem to meet ever-changing business needs.

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AI-powered, human-centric support

Our blend of intelligent automation and expert human insight means faster resolutions, smarter responses and a seamless experience tailored to modern business needs.

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Global strength, local touch

With delivery models that scale globally and adapt locally, we’re right where you need us, whether you’re growing across regions or optimising locally.

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Backed by trusted partnerships

As a certified partner of boost.ai, a global leader in conversational AI, we combine our service excellence with cutting-edge virtual agent technology, what allows us to offer scalable, AI-driven support solutions.

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Case studies

See the success stories of our clients

Enhancement of global customer support for Steelseries

We partnered with Steelseries, a leading global manufacturer of gaming peripherals, to improve their B2C customer support as part of a follow-the-sun service strategy. Our team provides non-voice support through digital channels such as emails and tickets, addressing end-user questions, complaints and suggestions related to hardware products. Support also includes extended L1+ maintenance services and active involvement in improving back-office processes. Together with the client, we have created a new international support team that operates on a global scale. This collaboration strengthens service availability, increases customer satisfaction and drives continuous improvement of the digital customer experience.

Building a high-performance support model

KKR, a leading global investment firm, needed help to provide L1 internal application support for its corporate systems. The engagement began with a team of three specialists supporting over 1,300 US-based employees across all time zones. Services included troubleshooting, system monitoring, configuration, user training and detailed reporting via ticketing systems. In the next phase, support was scaled globally to cover more than 2,200 employees in the Americas, Europe and Asia. The collaboration led to the co-creation of an international support team and continuous improvement of back-office processes. Thanks to the scalable model, we ensured high system availability and improved user satisfaction across KKR’s global operations.

Seamless L2 support for a scalable employee experience platform

For one of our clients, we provide L2 internal customer support for their employee experience and benefits software, serving 60 corporate clients and over 80,000 end users. Our dedicated team provides non-voice support through digital channels such as MS Teams, handles onboarding for new SaaS customers and ongoing platform maintenance. While Benifex’s customer Centre manages L1 support, we take responsibility for all L2 activities, providing 8 hours of daily support plus 4 hours of on-call coverage. Our team proactively monitors systems, identifies errors and prevents service interruptions before they affect users. This approach allowed us to increase platform stability and the overall end-user experience. Collaboration also ensures fast and effective problem resolution. As a trusted partner, we help them maintain high standards of customer support and satisfaction.

Smart chatbot for insurance support on Boost.ai platform

The client, a leader in the debt management industry, was seeking a modern solution to automate customer service processes using AI. Key requirements included real-time chatbot and voicebot support, automation of complex interactions, multilingual communication, and compliance with strict security regulations. We implemented Boost.ai’s conversational AI platform, enabling natural, secure, and multilingual digital interactions. The solution handles multi-step workflows, integrates with the client’s existing systems, and ensures reliable data protection. This partnership significantly improved support speed, accuracy, and customer experience while reducing operational workload.

AI-powered customer support automation for a leading debt management company

We partnered with a leading debt recovery and management company to modernise their customer support operations by implementing AI technology. The client required a secure and scalable solution that could handle increasing service demands while ensuring compliance and accuracy. We implemented intelligent chatbots and voicebots using the Boost.ai platform, which are capable of managing high query volumes and complex interactions across multiple languages. The AI solution includes sentiment and emotion recognition, enabling personalised, real-time support that is integrated with internal systems. As a result, the client has achieved faster response times, a reduced manual workload and enhanced customer satisfaction, thus strengthening their reputation for innovation.

See more case studies

Meet our expert

Lukasz Sitkowski

Head of Customer Support

Experienced IT Sales & Presales Manager focused on IT Operations solutions in the areas of Service Desk, Application Support and IT Infrastructure.

ITIL-certified, with first-hand background in User Support Services, project & team management, and consultancy services. Riding the wave of AI innovation and enhanced customer experience to elevate traditional ways to a new level of done.

Meet our partner

We’re proud to partner with Boost.ai, a global leader in conversational AI. Their cutting-edge virtual agent technology enhances our Customer Support Services by enabling smart, scalable automation across digital channels. Together, we deliver seamless, 24/7 support experiences that reduce response times, increase efficiency, and boost customer satisfaction. All without compromising the human touch.

Let’s upgrade customer support, together

Whether you’re looking to scale operations, improve customer experience or increase IT response times, Spyrosoft’s support services are designed to grow with your business. Let’s explore how we can help you.

Lukasz Sitkowski

Head of Customer Support

[email protected]