Analysis and Improvement Strategies for Open Platform Integration and Technical Support

The Technical Support (TS) team at DeWu has grown over six months and now covers most business domains, including DOP (Open Platform), trading, community, live streaming, merchant backend, supply chain, customer service, international, and data platforms.

TS acts as the frontline for online issue handling, using domain knowledge and knowledge bases to quickly locate problems, improve developer efficiency, and think from a developer’s perspective to address root causes.

Using the Open Platform as an example, the article examines the platform’s purpose—exposing DeWu’s capabilities via APIs for third‑party integration—and discusses challenges developers face when accessing numerous APIs.

Problem Analysis & Thinking

Problems arise from contradictions in the system; developers often cannot resolve issues independently and rely on TS. Effective documentation, search, and diagnostic tools are essential for self‑service.

Why do integration issues occur?

The integration process involves multiple review points (qualification, business alignment, etc.). Lack of clear documentation makes these steps a “black box,” leading to frequent developer inquiries.

Key audit factors identified:

Data legality

Trustworthiness

Developer qualifications

Permission alignment with business needs

To address these, the team reorganized the Open Platform homepage, improved documentation, added global search, and introduced clearer audit rules.

How to reduce audit latency

Audit steps (e.g., IP whitelist review) were streamlined or automated using system‑based verification (e.g., Baidu real‑name authentication), cutting consultation volume by ~50%.

Optimizing Documentation

Effective docs should have consistent headings, clear logic, sufficient information, readable charts, complete business explanations, and unambiguous language. A standardized review process is proposed.

From Issue to Business Solution

Beyond answering questions, TS should extract underlying business needs (e.g., fund reconciliation) and guide developers to appropriate APIs, providing end‑to‑end solutions.

Demand Collection from Issues & Tickets

TS aggregates developer feedback into actionable requirements, such as:

Allowing developers to change legal entity, administrator info, and password via a streamlined portal workflow.

Improving the homepage layout, expanding announcement visibility, adding quick navigation, and enhancing portal usability.

These demands are fed back to product teams for prioritization and implementation.

Summary

By refining documentation, automating audit steps, and establishing a feedback loop from support to product, the Open Platform can lower issue frequency, improve developer experience, and accelerate integration efficiency.