- technical support
Prevent Direct Access is a WordPress plugin by BWPS that strengthens website security by restricting public access to uploaded files. It enables website owners to securely share files with specific users or roles while preventing unauthorised downloads, offering greater control over sensitive content.
Lightbulb Devs were brought in when Prevent Direct Access experienced a temporary surge in customer support requests, requiring more hands to provide responsive technical support to help maintain workload stability for their internal team.
Our Approach
We needed to provide dedicated technical support for Prevent Direct Access during a surge in customer inquiries to ensure that their support team could effectively manage the increased workload.
In collaboration with LevelUp, we executed this seamlessly by quickly familiarising ourselves with Prevent Direct Access' products and support guidelines to maintain consistency in the brand voice. We then stepped into the frontlines to ensure users received the assistance they needed promptly, sustaining a positive user experience throughout the busy period.
That eased the pressure on Prevent Direct Accessโ internal team, enabling them to manage the increased workload efficiently while maintaining their high standard of service without undue strain.
6-month results
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