Support & moderation: product quality after release

Release is not the end of quality control but its second half. We take over the first line of user requests and content checks under your rules, so the dev team receives only what needs a developer, and platforms and regulators see only what they are allowed to.

First-line support

We answer users on behalf of your product in the channels they use: website and in-app chat, email, Telegram, WhatsApp, marketplaces. We work under a playbook written together with you at the start: what to answer ourselves, what to escalate, within what time and to whom.

Every request is classified — question, defect, feature request, complaint — and only what genuinely needs the dev team is passed on, already with steps to reproduce and environment. Support becomes a data source for testing instead of a stream of "it doesn't work" tickets.

• Russian, English and Uzbek in-house.
• Coverage schedule matched to client time zones: from business hours to extended.
• Knowledge base: built from answers and kept current after every release.
• Weekly report: volume, topics, first response and resolution time, escalation share.

Content moderation and material checks

The second track is everything your product publishes or lets through: user content, listings, reviews, promo materials and creatives before placement. We check against platform rules, regulator requirements and your internal standards — and record every decision in a log, so in a dispute it is clear who accepted or rejected the item, when and why.

• Pre-moderation of user content: texts, images, profiles.
• Checks of creatives and promo pages before launch: mandatory disclaimers, prohibited wording, age restrictions.
• Compliance with platform rules: marketplaces, ad networks, app stores.
• For iGaming and financial products — a checklist against the regulator requirements of the specific market.

How the work is organised

1. A call: channels, request volume, languages, coverage hours, content rules.
2. Playbook and checklists: we agree what counts as a resolved request and acceptable material.
3. Connection to channels and the tracker, a trial week with daily check-ins.
4. Steady state: weekly reports, monthly playbook review based on accumulated cases.

The tools are yours: Zendesk, Intercom, Freshdesk, HelpCrunch, Usedesk or simply email and Telegram. If there is no system, we set up a free one and hand you the access.

Who it is for

• Products after launch in a new market where the team does not speak the users' language.
• Services with promotions and seasonal peaks, when requests multiply for a few weeks.
• Marketplaces and platforms with user content that need pre-moderation without growing headcount.
• Teams where developers answer users themselves — and lose days of work doing it.