At Taptwice Media, we truly understand the hurdles tech and product teams face daily. From managing vast amounts of documentation to conducting in-depth research and handling everyday operations, these tasks can easily pull your focus away from what you do best: innovating and developing exceptional products. As a dedicated product support service provider, we offer the specialized assistance you need to keep your projects on track and within budget.
When you choose to outsource product support to Taptwice Media, you’re gaining an expert extension of your own team. We manage the critical backend work, allowing your core talent to concentrate on building, refining, and scaling your offerings. We pride ourselves on being a reliable provider for streamlining operations, ensuring clarity across your processes, and delivering essential support throughout your product’s entire lifecycle. From initial concepts to ongoing maintenance, we’re here to help you reduce overhead, improve efficiency, and accelerate your product’s journey to market success.
Our Comprehensive Product Support Offerings
As a full-service product support provider, we offer a flexible and modular suite of services, allowing you to select the exact support your team requires. Here’s a detailed look at how we can assist your business:
What We Offer: Clear, Professional Documentation for Your Projects
We provide well-structured and easy-to-understand documents that are essential for smooth and successful project execution. Our documentation services include:
- Product Requirement Documents (PRDs) – These documents explain clearly what the product is supposed to do, what features it should have, and how it should work. It gives a complete picture of the product before development starts.
- Documents of Understanding (DoU) – These are simple agreements between you and us. They confirm that we both understand the scope of work, timelines, responsibilities, and expectations clearly. This helps avoid confusion or misunderstandings later.
- Detailed Feature Specifications – These documents break down each feature of the product in detail. This helps the developers know exactly what needs to be built and how it should behave.
- User Stories – These describe the product from the user’s point of view. They explain what the user wants to do, why they want to do it, and how the system should respond. This helps in building a product that matches the user’s actual needs.
- Acceptance Criteria – These are simple points that tell whether the work has been done correctly or not. These help in testing and confirming that the final product is working as expected.
We make sure that all team members – whether they are from your side or ours – are on the same page. This avoids confusion and saves time during development. Our documentation keeps the development team focused, reduces errors, and helps deliver the final product faster and with better quality.
Because of our clear, practical, and complete documentation process, many clients consider us one of the most reliable and trusted documentation providers.
What We Offer: Strategic Insights That Guide Smarter Product Decisions
We help you make informed product decisions by diving deep into user behavior, industry trends, and competitive benchmarks. Our research and strategy services include:
- Competitor Analysis – We study your competitors to understand what features they offer, how they engage users, and where the gaps are. This helps you identify your edge and avoid reinventing the wheel.
- User Journey Mapping – We trace how users interact with your product from start to finish. This helps uncover friction points, missed opportunities, and areas for improvement in your product experience.
- Product Gap Analysis – We compare your current offering against customer expectations and market trends to identify missing features or underperforming areas that need attention.
Our goal is to ensure your product not only functions well but also fits the market, appeals to users, and stands out from the competition. By aligning product vision with real-world insights, we help you build a roadmap that’s rooted in data, not just intuition.
Clients trust our research and strategy inputs to fine-tune positioning, validate ideas, and maximize return on every product decision.
What We Offer: Tactical Support for Building Realistic and Impactful Product Roadmaps
We assist you in planning the “what’s next” of your product in a structured and manageable way. Our roadmapping support helps bring clarity, alignment, and feasibility to your product evolution. Our services include:
- Feature Backlog Grooming – We help refine your backlog by organizing, prioritizing, and detailing feature requests and enhancements, ensuring development teams work on the most impactful items first.
- Sprint Planning Aid – We support your sprint planning by helping break down larger tasks, estimating efforts, and aligning with business priorities. This makes your sprints more focused and deliverables more achievable.
- Product Roadmap Inputs – We provide strategic input on what to build next, when to build it, and why. These insights are based on user needs, stakeholder inputs, and long-term business goals.
We work closely with product owners and stakeholders to translate high-level goals into actionable and realistic plans. Our structured approach ensures your roadmap is not just a wish list but a strategic guide to deliver value, iteration after iteration.
Teams that partner with us often report better sprint velocity, reduced rework, and stronger stakeholder alignment.
What We Offer: Practical UX Inputs That Enhance Usability and Clarity
We work alongside your design and product teams to make sure the user experience is seamless, intuitive, and aligned with real-world expectations. Our UX collaboration includes:
- Wireframes – We create or review basic wireframes that outline screen layouts, key elements, and user flows. These act as a visual blueprint before high-fidelity designs are made.
- User Flow Suggestions – We identify and suggest improvements to the steps a user takes to complete key actions within your product. This helps eliminate friction and improves overall usability.
- Low-Fidelity Prototypes – We offer quick, rough mockups to validate ideas early. These prototypes are useful in early-stage discussions and feedback loops with stakeholders or users.
If you don’t have an in-house design or UX team, we’ve got you covered. We can bring in our own experienced visual designers and UX specialists to deliver clean, user-focused designs that align with your expectations and brand.
Our focus is on clarity, efficiency, and user empathy. We ensure that your product isn’t just functional, but also intuitive and pleasant to use whether it’s for a first-time visitor or a returning power user.
Clients count on us when they want quick, strategic UX thinking without heavy dependencies on full design cycles.
What We Offer: Hands-On Testing to Ensure Product Stability and Readiness
We help ensure your product functions as intended across features, devices, and user scenarios. Our QA & Testing support is flexible, detail-oriented, and designed to catch issues early. Our offerings include:
- Manual Testing – We test your application hands-on, simulating real user behavior across different devices, browsers, and edge cases to identify functional issues before your users do.
- Test Case Writing – We document comprehensive test cases that cover positive, negative, and boundary scenarios, making it easy for any QA team to follow and reproduce tests consistently.
- Bug Reporting – We report bugs with clear steps to reproduce, screenshots, and expected behavior. This helps developers resolve issues quickly and accurately.
- UAT (User Acceptance Testing) – We work closely with stakeholders to validate whether the product meets business requirements and is ready for release. We also help define UAT scope and capture feedback efficiently.
We can plug into your existing QA process or set up a lean testing workflow if none exists. Our goal is to reduce rework, improve quality, and speed up go-live timelines.
Whether you need one-time QA help or continuous testing support across sprints, we provide the right balance of structure, speed, and flexibility.
What We Offer: Streamlined Processes That Align Teams and Reduce Chaos
We help set up practical workflows and clear processes that bring structure to your day-to-day operations—especially around issue resolution, communication, and service delivery. Our services include:
- Lead Issue Tracking Flows – We design how issues or bugs move from identification to resolution, including priority handling, team assignments, and escalation paths.
- Standard Operating Procedures (SOPs) – We create easy-to-follow SOPs that outline key responsibilities, tools to use, and steps to take—making onboarding and daily operations smoother.
- Ticket Lifecycle Design – We define the end-to-end flow of tickets (support, engineering, or product) from creation to closure, helping teams stay aligned and accountable.
Our process design brings clarity, predictability, and reduced dependency on ad-hoc decisions. It also makes handovers and scale-ups less painful by standardizing how teams work together.
Clients often engage us to bring order where chaos exists, and to document “how things work” in a way that’s easy to follow, share, and improve over time.
What We Offer: Embedded Documentation and Coordination Support for Agile Teams
We assist teams working in agile or hybrid delivery models by handling the behind-the-scenes work that keeps sprints running smoothly. Our agile support is hands-on, flexible, and tailored to how your team operates. We offer:
- Sprint-Level Documentation – We document sprint goals, user stories, retrospectives, and learnings to ensure traceability and continuous improvement across cycles.
- Meeting Notes – We capture detailed, actionable meeting summaries—be it stand-ups, sprint planning, backlog grooming, or stakeholder syncs—so nothing slips through the cracks.
- Team Coordination Docs – We maintain trackers, daily updates, and task logs to support cross-functional collaboration, especially in fast-moving or remote teams.
- Third-Party Vendor Collaboration – For clients working with external development partners or SaaS vendors, we join meetings on your behalf, understand your requirements, and translate them into clear instructions. This reduces friction, ensures accurate execution, and helps you maintain smooth relationships with vendors.
Our agile support acts as the connective tissue between teams—keeping progress visible, blockers clear, and deliverables in check.
What We Offer: On-Call Product Expertise That Represents Your Interests
We act as an extended arm of your internal team, especially when you’re working with third-party vendors, external SaaS platforms, or distributed stakeholders. Our client-side consulting ensures your voice is heard, your priorities are respected, and your vision is translated accurately. We offer:
- Prioritization – We help define what needs to be built now, what can wait, and how to balance business goals with technical feasibility.
- UI/UX Walkthroughs – We review screens, flows, and feature demos with you and provide constructive inputs to align expectations before handing over to design or development.
- Requirement Scoping – We break down complex ideas into actionable requirements, filling the gap between business needs and vendor execution.
- Stakeholder Alignment – We facilitate alignment across internal teams, leadership, and external vendors so everyone is working toward the same outcome.
- Vendor Communication Support – When you’re working with a third-party team, we join calls, ask the right questions, and ensure your expectations are clearly conveyed and implemented correctly, saving you from repetitive clarification loops or misunderstandings.
Our presence brings clarity and control to projects where multiple parties are involved. Clients rely on us to simplify conversations, protect their bandwidth, and ensure nothing gets lost in translation.
What We Offer: Visual, Insightful Reporting That Supports Smarter Decisions
We help you move beyond raw data by building clear, action-oriented dashboards and reports tailored for different levels of your organization, from CXOs to execution teams. Our reporting support includes:
- Dashboard Building – We design and configure dashboards that track key product, business, or operational metrics. Whether it’s Power BI, Excel, or CRM-integrated views, we present data in a way that’s easy to digest and act upon.
- CXO-Level Summaries – We create executive-friendly reports that highlight key wins, blockers, trends, and areas needing attention, helping leadership teams make informed decisions quickly.
- KPI Tracking & Analysis – We identify the right metrics to track, monitor them regularly, and provide commentary on what the data means and what actions it suggests.
Our goal is to simplify complexity and bring visibility to what matters. Whether you’re preparing for a board review, client presentation, or internal sprint check-in, we help present data that tells a story and drives action.
Clients trust us to keep their reporting timely, relevant, and aligned with evolving business priorities.
What We Offer: Functional Support That Brings Order to Sales, Marketing, and Service Ops
We help you make the most of your CRM systems by designing smart workflows, aligning teams, and ensuring your customer operations run smoothly. Whether you’re using HubSpot, or any other platform, we tailor our support to your unique setup. Our offerings include:
- Workflow Design – We map out automation flows, lead handoffs, follow-ups, and escalation rules to reduce manual work and improve team coordination.
- 360° View Setup – We organize your CRM data to give sales, marketing, and service teams a complete, unified view of each customer—boosting personalization and reducing friction.
- Lead Funnel Clarity – We define and visualize the stages in your lead funnel, helping teams know where each deal stands and what action is needed to move it forward.
Our approach is practical and rooted in real business needs, not just system capabilities. We collaborate with your teams to streamline daily ops, make data more usable, and ensure that your CRM actually supports your growth goals.
Clients often lean on us during CRM implementations, migrations, or cleanup phases, especially when internal bandwidth is tight or clarity is lacking.
Each of these services is designed to integrate seamlessly with your existing processes, providing a flexible and scalable solution for companies looking to outsource product support.
More Product Support Services You Can Outsource To Us
QA and Testing
- Manual testing for web and mobile apps
- Creating and maintaining test cases
- Regression testing for feature updates
- Cross-browser testing (Chrome, Firefox, Safari, Edge)
- Cross-device testing (iOS, Android, tablets)
- Functional testing for new features
- Smoke testing before product release
- Creating UAT (User Acceptance Testing) documents
- Bug reproduction and reporting with screenshots or videos
- Testing of app installations and update flows
Documentation and Product Content
- Writing product user manuals
- Creating how-to guides for features
- Making SOPs (Standard Operating Procedures)
- Writing and updating product FAQs
- Preparing feature comparison sheets
- Creating release notes and changelogs
- Drafting internal product workflows
- Documenting API usage with examples
- Proofreading technical content
- Creating PPT decks for internal product training
Video and Tutorial Development
- Recording screencast tutorials (with or without voiceover)
- Creating product demo videos
- Making step-by-step walkthrough videos
- Translating and subtitling product videos
- Creating GIFs for product features
- Editing raw screen recordings
- Making micro-animations for UI explanations
- Voiceover for product tutorials
- Combining slides and product footage into one video
- Creating intro and outro templates for tutorial series
Product Integration and Automation
- Setting up and testing API integrations
- Using Zapier or Make.com for workflow automation
- Building no-code product workflows
- Testing webhooks and automation triggers
- Creating Airtable-based dashboards for product teams
- Automating data collection from forms to sheets
- Integrating product with CRM tools
- Building Slack notifications from internal tools
- Creating custom automations in Jira, Trello, or Notion
- Testing and debugging existing automation flows
Analytics and Monitoring
- Installing Google Analytics or GTM on web apps
- Setting up Mixpanel, Amplitude, or Hotjar
- Creating custom dashboards for product usage
- Collecting UX feedback using forms or surveys
- Monitoring product performance logs
- Analyzing user behavior flows
- Setting up downtime alerts (Pingdom, Uptime Robot)
- Configuring A/B testing tools
- Creating heatmaps for landing pages
- Preparing feedback reports with screenshots and data
Miscellaneous Technical Support Tasks
- Preparing data migration plans
- Assisting with internal tool usage (Notion, Confluence, etc.)
- Cleaning and formatting product-related spreadsheets
- Creating mock data for testing environments
- Researching competitors’ product features
- Running periodic QA audits
- Reviewing UI/UX flows and giving improvement suggestions
- Building internal productivity dashboards
- Creating checklists for product release cycles
- Helping manage product backlogs in tools like Jira
Why Partner with a Product Support Provider?
Many businesses, from startups to established enterprises, look for the best product support provider to navigate the complexities of product development. In today’s dynamic digital landscape, product teams are constantly under pressure. Without robust support for documentation, thorough testing, and strategic planning, even the most innovative products can encounter costly delays, miscommunications, or missed market opportunities. Our services are designed to address these challenges head-on:
- Boost Team Efficiency: By choosing to outsource product documentation and other critical tasks, your in-house team can dedicate more time to high-value development and innovation.
- Improve Project Clarity & Communication: We ensure all stakeholders—from developers to sales teams—have access to clear, concise, and up-to-date product information, fostering better collaboration.
- Accelerate Time-to-Market: Our optimized planning, testing, and documentation phases mean your product can move from concept to launch faster, giving you a competitive edge.
- Reduce Errors & Risks: We implement rigorous QA and testing protocols to identify and address issues early in the development cycle, saving significant time and resources in the long run.
- Enhance Strategic Focus: Our in-depth competitor analysis and user journey mapping provide you with deeper insights, enabling more informed and strategic product decisions.
