Off-the-Shelf Software
Office 365, Google Suite, SharePoint support, MS Dynamics, Salesforce, SugarCRM, and leading enterprise tools. SharePoint support
Outsource Application Support
24/7 First Contact Resolution
Outsource Application Support, Development & Maintenance Services
Technology innovations have made it easier and more cost-efficient to outsource application support, development & maintenance services. Today’s on-the-go customers expect ‘always available’ assistance for the products and services they use.
As technology enables businesses to reach a much wider customer base, the need for support services grows beyond the resources of most small to medium-sized companies. Whether the customer request comes in via phone, email, live chat, or social media channels, our agents are available 24/7 to provide first contact resolution.
24/7/365 Help Desk Coverage
Multi-Tier L1 & L2 Support
Custom SLA Guarantees
Flexible Monthly Billing
Dedicated Expertise
Trust Our Outsourced Application Support Experts
Our specialized agents are highly trained in soft skills and CRM techniques necessary to provide top-level assistance. We thoroughly train our agents on your products and services and integrate our help trees and ticket reporting with your CRM database.
31West’s technology expertise allows us to function as an extension of your team, and our agents take full accountability for representing and protecting your brand. Our support team offers all levels of services from ready 3rd party software to advanced proprietary software to SaaS.
Scalable Delivery
Application Support Service Tailored to Your Growth
We work with a number of companies on a variety of different software. Our team of trained IT professionals works with your team to provide the perfect experience required for each customer request. Our help desk outsourcing services can provide a boost to your customer’s confidence and C-SAT levels.
It allows your team to focus on other aspects of the business including new product development & L2 or L3 assistance. Our call center teams are certified professionals with rich industry experience, handling all types of applications offered by technology companies.
Top Brands We Serve
Comprehensive Scope
Some Examples of Application Support Services
At 31West, we’re confident we can meet all of your application support needs across commercial, proprietary, and cloud-native stacks.
Proprietary & Custom Software
Comprehensive Tier 1 & Tier 2 assistance tailored to your internal or customer-facing proprietary software.
OEM Branded Services
100% white-label customer assistance delivered under your brand name, protocols, and communication style.
Application Training
Guiding end users through onboarding, feature adoption, permissions setup, and interactive workflow training.
Installation & Set-up Assistance
Helping users configure software, install local client agents, resolve environment conflicts, and set up integrations.
Software Development & Maintenance
Continuous monitoring, minor bug fixes, code updates, database tuning, and performance optimizations.
DevOps Services
CI/CD pipeline monitoring, cloud deployment support, release verification, and server configuration diagnostics.
Core Capabilities
Key Features of our Application Support Services
Engineered to protect your brand, delight your users, and scale seamlessly with your product adoption.
On-Demand Scale
Flexibility
To accommodate product launches, seasonal cycles, or fluctuating demand, our services are easily scalable.
Top C-SAT
Quality
Consistent and accurate responses – whether it’s through email, phone, live chat, or social media – strengthen and enhance your brand identity.
Always On
24-7 Service
Your customers will receive immediate attention and follow-up care, leading to increased customer satisfaction and brand loyalty.
Unified Touchpoints
Omni-Channel Application Support Touchpoints
Whether customer requests arrive via phone, email, live chat, or social media channels, our agents are available 24/7 to provide first contact resolution.
Automated Queue
Tickets
Help Desk & SLACentralized ticket intake, auto-triage, priority queues, and strict SLA compliance.
Screen Sharing
Remote
Desktop SharingSecure, one-click remote desktop access to diagnose and resolve technical issues live.
Zero Wait Time
Phone Calls
Dedicated Inbound24/7 dedicated voice desk with warm professional greetings and instant call logging.
Sub-Minute Reply
Live Chat
Real-Time SupportInstant web and in-app chat assistance delivering swift first-contact resolutions.
Proven Business Value
Key Benefits of Application Support Services
Deliver first contact resolution, maintain continuous uptime, and free your developers to focus on core innovation.
24/7 Response Team
Round-the-clock availability ensuring zero customer requests go unanswered.
Reduced Overhead
Eliminate expensive in-house recruiting, software training, and management costs.
Improved Efficiency
Fast first-contact resolution frees internal developers to build core product features.
Access to Latest Technology
Leverage advanced ticketing, AI triage tools, and multichannel CRM platforms.
Experienced & Qualified Personnel
Engineering graduates with the necessary certifications and proven software support experience.
Custom Reporting
Comprehensive weekly and monthly performance reports detailing SLA compliance and trends.
Flexible Coverage Options
Flexible Application Support Coverage Plans
Scalable hours designed around your software user peak times, releases, and global timezones.
- 8
8-Hour Coverage
- 8 hours/day, Mon to Fri
- 8 hours/day, Mon to Sun
- 12
12-Hour Extended
- 12 hours/day, Mon to Fri
- 12 hours/day, Mon to Sun
- 24
24/7 Full Operations
- 24 hours/day, Mon to Fri
- 24 hours/day, Mon to Sun
- AH
After-Hours & Weekends
- After-Hours Mon to Fri
- 24 Hours on Sat & Sun
CRMs, Ticketing & Application Tools We Integrate With
Our certified support reps work directly inside your existing ticketing tools, CRM databases, and monitoring dashboards.
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Tailored Domain Expertise
Industries We Support with Application Services
Delivering reliable, compliance-ready application support across diverse industry verticals.
Healthcare
Travel
Hospitality
Logistics
Ecommerce
Finance
MSPs
Small Businesses
Got Questions?
Application Support: Frequently Asked Questions
Clear answers about our onboarding timeline, proprietary software training, CRM integration, and 24/7 SLAs.
What types of applications can 31West support?
What types of applications can 31West support?
We support a wide variety of software including off-the-shelf enterprise platforms (Office 365, Google Workspace, SharePoint, Microsoft Dynamics, Salesforce, SugarCRM), cloud-native SaaS products, mobile apps, and proprietary custom-built applications.
How do you train agents on our proprietary or custom software?
How do you train agents on our proprietary or custom software?
We conduct a structured onboarding sprint with your team. Our engineering graduates review documentation, test in your sandbox/staging environments, record workflow shadowing sessions, and author custom help trees and SOPs before handling live customer interactions.
Can your team integrate with our existing CRM and ticketing database?
Can your team integrate with our existing CRM and ticketing database?
Yes, absolutely. We connect directly into your CRM and help desk stack – whether you use Salesforce, Zendesk, Jira Service Management, Freshdesk, HubSpot, or ServiceNow. All tickets and customer histories stay in your systems.
How does application support help our internal development team?
How does application support help our internal development team?
By managing Tier 1 and Tier 2 user questions, account setups, configuration issues, and reproducible bug reports, we shield your core engineering team from day-to-day support interruptions so they can focus on new features and product roadmap delivery.
What support channels are supported for application users?
What support channels are supported for application users?
We provide true omni-channel support including phone, email, live chat, customer web portal tickets, and social media channels – ensuring users receive immediate first-contact resolution wherever they reach out.
How do you handle bug triage and developer escalation?
How do you handle bug triage and developer escalation?
When a technical defect is identified, our engineers capture detailed diagnostic information (browser/OS specs, reproduction steps, error logs, and screenshots) and file clean, formatted tickets directly into your Jira, GitHub, or Azure DevOps boards.
Are you looking for dependable & professional application support services?
Look no further. Call 877-262-5030 or request a custom quote via the form below.
Are you looking for dependable & professional application support services for your customers?
Look no further. Contact us with your requirements for a free quote.