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Building real-time experiences from audio video calling to interactive live streaming and chat can be a complex endeavor. This is especially true when looking to create and scale customized, unique user experiences. Whether you have a large development team or limited technical resources, finding the right partner to support you through the process is essential. Working with a real-time communication (RTC) provider that offers high-quality customer support can help you get to market faster, scale more gracefully, and ultimately provide a better experience for your end users.
At Agora, customer support isn't just an isolated factor—it's deeply intertwined with the way we partner with our customers. Agora’s support team won the prestigious Gold Globee® Award in Team Technical Support for ‘consistently delivering unparalleled technical support globally for diverse clients.
Let’s dive into a couple examples of how the Agora support team has specifically helped customers achieve their RTC goals.
When a training and learning platform decided to switch RTC vendors to move to Agora, our support team helped them successfully migrate the audio and video implementation following a planned migration schedule. Working with Agora’s support team, the organization was able to maintain business continuity and service availability during the migration while avoiding any downtime.
The Agora support team provided onboarding training introducing Agora development toolkits, backend monitoring systems, troubleshooting tools, and other related topics to help the customers' teams onboard easily and learn how to manage Agora services throughout their life cycle.
When the customer sought to implement real-time speech-to-text functionality, we provided comprehensive benchmark test results and industry insights and add AI-features to their learning solution. We helped them run the test under different conditions and languages and set up the test method for key performance metrics, such as WER (Word Error Rate).
This customer also wanted to take a leading position in RTC quality, so the Agora support team helped them implement the VP9 codec solution and SVC feature for bandwidth control algorithms. We also worked with them closely to run A/B testing, monitor customer feedback, and fix any reported issues promptly.
Agora’s support team met the SLA, including ticket response time, at 100% for 24/7 support. We also provided a dedicated support channel via Slack as well as a support hotline for emergency phone access. Our feedback score was 100% satisfied, with an average score of 5/5. The most mentioned feedback was "great attitude" and "timely problem-solving."
For one of Agora’s social media customers, the support team works closely with various teams within the customer's organization to provide help them fuel business growth. As the customer releases innovative new features and functions, Agora has helped them integrate and launch media gateway, cloud player, cloud recording, video content moderation, AR facial effects, CDN, and Online KTV.
Agora provides 24x7 support from different locations and offers named support resources with backups. For this customer, Agora provided 24x7 live event support to ensure the success of a top celebrity joining an event on the customer's platform. The Agora support team also visited the company on site at their headquarters and assisted with SDK upgrades to ensure business continuity around a new app release.
The Agora support team visited the company on site at their headquarters and assisted with SDK upgrades to ensure business continuity around a new app release.
While the social app’s users often have limited network bandwidth and older devices, they still expect a good experience and enjoy live broadcasting. To save network bandwidth for users, Agora provided and deployed Perceptual Video Coding and Super Resolution, which also optimizes CPU/GPU resources on user devices.
To ensure an authentic user experience, our support team conducted extensive onsite testing at bus stations, coffee shops, taxis, and offices in the app’s primary region. To further improve the accuracy of testing, the Agora team purchased the top 20 most popular low-end devices and optimized our code based on CPU/GPU test results to ensure a good experience for users watching live shows. Agora continuously optimized configurations based on test results and addressed reported issues.
The company’s results speak for themselves:
Agora’s commitment to providing the best RTC customer support relies on the following strategies:
By prioritizing empathy in our customer support by training our teams to listen actively and understand the customer’s perspective. We ensure that our representatives acknowledge the customer's feelings and frustrations before moving forward with solutions, fostering a more human and supportive interaction.
Clear and concise communication across all channels, including phone, email, or chat, is essential to a successful support engagement. Our support team is equipped to explain solutions effectively, ensuring that customers fully understand the assistance provided.
In today’s fast-paced world, customers expect quick responses. Agora is committed to providing timely support, focusing on offering 24/7 availability where possible. We create dedicated channels for the customer and a ticketing system for 24/7 support, ensuring that customers always have access to the help they need, even outside regular business hours.
Agora's support team leverages Agora Analytics to gain deep insights into a customer’s applications. By analyzing this data, the team can identify recurring issues, monitor response times, and spot trends in customer behavior. This allows the support team to address common concerns more efficiently and personalize their responses for a better customer experience. With real-time monitoring and performance tracking, Agora's support team can proactively solve problems, optimize workflows, and enhance overall customer satisfaction, ensuring their service remains top tier.
At Agora, we believe in continuously improving customer support. The team regularly conducts training sessions on new products, SDK updates, and RTC best practices. This ongoing education ensures our team is always prepared to deliver top-notch support. As a result of this training, customers can be assured that our support teams maintain a high standard of technical expertise.
Customer support isn’t just the responsibility of the support team. When it is treated as a company-wide responsibility, every interaction with a customer becomes an opportunity to build trust and loyalty. Agora employees in all roles, from product design to marketing, consider how their work impacts the customer experience.
Agora actively seeks and integrate customer feedback across all levels of the organization. By ensuring that our product development teams work closely with customer support, we gain a deeper understanding of our customers' pain points and needs. This alignment allows us to create products and services more precisely tailored to our customers' wants, leading to a better market fit and ultimately driving higher sales. This collaborative approach is at the heart of our commitment to delivering exceptional customer value.
Leadership plays a critical role in establishing the standard for exceptional customer service. At Agora, leaders prioritize customer satisfaction in their decision-making and daily interactions, sending a clear message throughout the organization. This behavior sets a standard for others to follow, fostering a culture where outstanding customer service is both valued and expected.
Agora’s leadership ensures that the company’s strategic goals are aligned with customer needs. By integrating customer feedback into product development, service improvements, and overall business strategies, leaders ensure that the entire organization remains focused on delivering value to the customer. By encouraging innovation and embracing change, leaders inspire their teams to constantly seek ways to enhance the customer experience.
Agora’s award-winning technical support can help you get to market faster, scale more gracefully, and ultimately provide a better experience for your end users.
Learn more about Agora’s support plans or contact us here: Talk to an Agora expert.
