technical support

Ctrip Technology

May 26, 2022 · Operations

TS Operations System and Practices at Ctrip's Public Technical Service Center

This article details how Ctrip transformed its technical support team into a public TS organization, describing the evolution of its support models, the architecture of its operation system, AI‑driven service accounts, wiki automation, crawler tools, tagging strategies, monitoring dashboards, and future plans to enhance efficiency and user satisfaction.

AI chatbotCtripmonitoring

0 likes · 13 min read

TS Operations System and Practices at Ctrip's Public Technical Service Center

DeWu Technology

Dec 28, 2021 · Operations

Analysis and Improvement Strategies for Open Platform Integration and Technical Support

The DeWu Technical Support team, now covering most business domains, analyzed Open Platform integration pain points—unclear documentation, cumbersome audits, and limited self‑service tools—and responded by reorganizing the homepage, enhancing searchable docs, automating audit checks, and establishing a feedback loop to product, thereby cutting issue volume and speeding developer onboarding.

Audit EfficiencyDeveloper ExperienceOpen Platform

0 likes · 16 min read

Analysis and Improvement Strategies for Open Platform Integration and Technical Support

DeWu Technology

Dec 23, 2021 · Operations

Improving Technical Support's Autonomous Handling Ratio: Strategies and Data‑Driven Insights

The article presents a data‑driven framework for technical support to boost its autonomous handling ratio, covering knowledge‑base creation, diagnostic tool mastery, standardized issue templates, controlled feedback channels, self‑service infrastructure, detailed analytics, and disciplined retrospectives to reduce developer support time and improve efficiency.

EfficiencyRetrospectivedata analysis

0 likes · 16 min read

Improving Technical Support's Autonomous Handling Ratio: Strategies and Data‑Driven Insights

DeWu Technology

Sep 12, 2021 · Operations

How Technical Support (TS) Improves Self-Processing Rate

Technical Support teams boost self‑processing rates by building personal knowledge bases, using diagnostic tools, standardizing issue templates, managing feedback channels, creating automation tools, analyzing data trends, and conducting regular post‑mortems, thereby reducing developer support load and increasing overall efficiency.

Team Efficiencydata analysisissue management

0 likes · 15 min read

How Technical Support (TS) Improves Self-Processing Rate

Youzan Coder

Sep 4, 2020 · Operations

Building an Online Issue Operation Platform: From Rundeck to Custom UI Solution

Youzan’s technical support team created a custom online issue‑operation platform—replacing Rundeck with a UI‑driven solution that consolidates fragmented tools, adds Chinese‑friendly interfaces, permission controls, auditing and query conversion—cutting the support chain in half and enabling merchants to self‑service queries, with future RPA integration planned.

Groovy ScriptingInternal Tool DevelopmentOperational Platform

0 likes · 8 min read

Building an Online Issue Operation Platform: From Rundeck to Custom UI Solution

Qunar Tech Salon

Aug 25, 2015 · Fundamentals

How to Ask Technical Questions Effectively in Hacker Communities

This article explains how to formulate technical questions so that experienced hackers and community members are more likely to provide helpful answers, emphasizing prior research, clear presentation, humility, and demonstrating effort to avoid being perceived as a 'loser' who merely demands solutions.

best practicescommunicationcommunity etiquette

0 likes · 9 min read

How to Ask Technical Questions Effectively in Hacker Communities