Live production doesn’t have to be scary – why we’re building support as a partnership, not just a fallback
“We don’t wait for problems. We help you avoid them.”
Live production has always carried a certain fear factor. Tight deadlines, unpredictable conditions, and the pressure to stay on air can keep even the most seasoned teams on edge. One small mistake can feel enormous in the moment. But with the right people and processes behind you, that uncertainty doesn’t have to feel so daunting.
At Grabyo, we believe that great support isn’t just about solving problems, it’s about creating confidence. Our support team doesn’t sit in the background waiting for things to break. They work alongside every customer to make sure you’re ready for what’s next, helping you build the kind of stability and trust that makes live production feel less like a gamble, and more like a rhythm.
Support that starts with partnership, not a ticket
We’ve always said that support shouldn’t be a transaction. It’s not about quick fixes or one-off solutions. It’s about building relationships with the teams who rely on Grabyo every single day to deliver live moments to the world.
Our Global Head of Support, Yoanna Hristova, puts it simply: “We don’t just answer questions; we work with our customers to make sure they never have to ask them twice.”
That means being proactive. Our support engineers regularly review event setups, check in ahead of major broadcasts, and guide teams through new workflows or integrations. Whether it’s setting up graphics templates, preparing a feed for distribution, or connecting new automation tools, the focus is always on preparation and partnership.
Because live production is unpredictable by nature, true confidence comes from knowing you’ve got people watching your back.
Building confidence through knowledge and innovation
Our goal is to make it easy for customers to find the information they need, exactly when they need it, without delay or friction. That’s why we’ve invested heavily in our knowledge base, which now includes a live changelog that tracks updates, new features, and improvements across the platform.
This changelog isn’t just a technical reference. It’s a real-time reflection of our commitment to transparency. Every week, we publish what’s new, what’s been refined, and how it impacts our customers’ workflows. That kind of openness helps our users adapt faster and feel more connected to the ongoing evolution of the Grabyo platform.
We’ve also introduced AI-powered support, designed to make the experience even faster and more seamless. Our intelligent chatbot now resolves a large share of incoming queries automatically, surfacing relevant articles, troubleshooting steps, and videos instantly. Every interaction helps it learn, refine, and improve, so the system becomes smarter with every conversation.
But automation doesn’t replace people; it empowers them. When a query does need a human touch, our engineers already have the context they need, meaning customers never have to repeat themselves. It’s fast, personal, and efficient.
Listening, learning, and leading with care
Over the past year, our support team has seen record-high satisfaction scores: 96.2% CSAT and 97.8% teammate satisfaction, reflecting the quality, speed, and care they bring to every interaction.
But for us, those numbers aren’t a finish line. They’re feedback. Every comment, rating, and conversation feeds back into how we improve the experience for our customers. Some of our favourite recent remarks include:
📣 “Responded and resolved the issue really quickly, even provided a video tutorial for future reference.”
💨 “Great, rapid support from Yoanna, solved our problem just in time.”
👍 “Very clear instructions. Good service from the team, well done.”
It’s not about collecting compliments. It’s about staying close to what customers need and making sure every interaction adds value. That’s why we view support as a living process, one that evolves with the platform, the industry, and our users.
Ready for whatever comes next
Live production will always carry some risk. That’s part of its energy, the thrill of being in the moment. But the best teams are the ones who can focus on creativity, knowing their technology and support network are solid.
That’s what we aim to provide. A platform built for reliability, and a support partnership built for live.
From proactive event prep to 24/7 responsiveness, from AI-driven answers to hands-on guidance, every part of our support ecosystem is designed to help you stay calm, confident, and ready, no matter what goes live next.
Live doesn’t have to be scary when you’ve got the right people by your side!
