Mindy Support

BACKGROUND

Please describe your company and your position there.

Our company manufactures and develops integrated AR-gaming systems for business use. During this project I functioned as the support manager at our company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire , and what were your goals??

We hired Mindy Support to provide us with staff for our first level customer care, to operate in a 24/7 rotation.

SOLUTION

How did you select this vendor and what were the deciding factors?

We screened around 15 different companies and their offers for this project and ended up with Mindy Support due to best offered value, competetive price and professional staff.

Describe the project in detail and walk through their service package, including any calling tools used.

Mindy Support provides us with a 4 person team to cover our customer care desk for 24/7. In addition Mindy offers us with a project manager who functions as a link between us and the team in any training/HR/other needs. Mindy also offers soft skills training for the agents when we have needed it.

Who did you work with and what was the feedback process like?

During the sales phase, Mindy Support Sales representative was very polite, professional and helpful. During our ongoing operations our 3 main contacts at Mindy Support are our Project Manager, Delivery Manager and Head of BPO. Mindy has always asked for feedback proactively and has recieved all feedback in a very positive and constructive manner.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

Our CSAT rating during our project has been 100%, our availability to our customer has improved massively and overall we have been very happy. Early on in the project we had to replace one agent on short notice, but even this worked out well in the end.

Describe their project management style, including communication tools and timeliness.

Project management is very down to earth but still quick and effective. Processes are not made any more difficult or complicated than they need to be.

What did you find most impressive or unique about this company?

The staff have always been very positive and always ready to help. Even with our more tedious requests, which we have really appreciated.

Are there any areas for improvement or something they could have done differently?

Communicating the limitations of the available agent pool earlier on could have been done, this was cleared up but a bit later in the project than we would have preferred.

BACKGROUND

Please describe your company and your position there.

CONTXTFUL Technologies inc. is the result of a combination of patented innovations from the R&D team as well as the University of Washington (UofW) and Georgia Institute of Technologies (Georgia Tech), funding from the TandemLaunch Incubator, and three seasoned entrepreneurs wanting to turn the media and entertainment industry upside down by offering a whole new metric: The Receptivity.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Mindy Support?

We hired Mindy support and asked trainers to perform activities such as biking, riding a car during a certain period of time while collecting their data.

What were your goals for this project?

We built an application with the goal of detecting the means of transport of someone only by using non-private sensors using Machine Learning models. 

SOLUTION

How did you select Mindy Support?

We selected Mindy Support for several reasons : One, they were very professional and answered our request very fast. Two, they were devoted to their work and the communication was very easy between the two companies. Finally, the flexibility of their offer matches with our requirements.

Describe the project in detail.

For the project requirement, trainers had to download our home-made application on their cellphone and completed a protocol available on the app. Protocol was for example to perform a bike ride while having the app opened. In order, to labelise the information, they had to select radio buttons mentioning with details how they were performing that task.

What was the team composition?

The team was composed of one member of Contxtful, two managers from Mindy Support and 100 paid trainers.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

We were able to create a new Machine Learning model thanks to the data acquired with Mindy Support and predict with some accuracy if someone was in a car, riding a bike or walking with strong recall and precision.

How effective was the workflow between your team and theirs?

Very effective. Lots of back and for during the communication leading to a project ending before the expected time ! 

What did you find most impressive about this company?

Mindy Support was extremely proactive and was quick to respond to any demand, even if some of them were challenging.

Are there any areas for improvement?

We were really satisfied with the outcomes, that's why we already have mew projects with them.

BACKGROUND

Please describe your company and your position there.

As a crowdsourcing company we offer a variety of different services. One of those services is what we call “data labeling”. Most of the content we provide to our customers is created by our own crowd but in some cases, especially when time and output quality is of the essence, we choose to work with external agencies.

With one of our recent labeling projects we once again teamed up with “Mindy” and were very satisfied with the quality of their results. We are looking forward continuing our partnership with “Mindy”.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Mindy Support?

One of our crowd’s greatest strong points is that it consists of a diverse selection of people from all around the world with different cultural and educational backgrounds. It represents a large cross section of today’s society with different work ethics as well as working hours depending on the type of employment and location.

However, managing a work force like this and directing it in a way that leads to creating high quality, streamlined data in a strict time frame can sometimes be a challenge. In the Drive thru Study, we needed a small group of people that would be able to deliver high quality data in a certain amount of time.

Using an agency as our co-operation partner on this project allowed us to stay within our set time frame while keeping our own manual quality assurance efforts as low as possible.

What were your goals for this project?

The goal was to analyze satellite imagery of different drive thrus. The customer planned on using the data to optimize the usage of a particular parking lot.

SOLUTION

How did you select Mindy Support?

We have teamed up with Mindy on several occasions while working on various projects. Mindy have helped us with quality assurance in data collection projects as well as other types of tasks.

We chose to work with Mindy on this project as we were certain that they would be able to deliver high quality data in a short period of time which was essential for us.

Describe the project in detail.

The agents had to analyze the number of parking spaces, the number of entrances and exits and a few other things. They also had to use Google Street View to find out if the sign of the restaurant was visible from several spots.

We were working in close communication via Teams. Every member of the team had to read our briefing and complete a few test jobs that we reviewed to see if the agent understood the task. After passing the test we allowed them to work on the project.

What was the team composition?

We did only communicate with one project manager who forwarded our feedback to the agents in question. We knew that the agency’s team consisted of 20 workers using different accounts on our platform to complete the provided tasks.

We were able to provide daily updates on the task progress per account, so that the project managers could make sure that we would stay within our set time frame.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

The customer was very satisfied with the results and didn’t have any remarks for any of the tasks. We think that this work will have a direct impact on the optimization of the parking lot’s usage.

How effective was the workflow between your team and theirs?

The workflow was quite effective. The time we had to wait for a response from the other team was very short. We were able to provide and forward feedback to improve the quality during the early stages of the project.

What did you find most impressive about this company?

The high-quality data that the agency was able to deliver convinced us to ask them to participate in the Drive thru Study project. We were very satisfied with both the results and the communication over the 2 weeks they were working on the tasks.

We will certainly consult them again if we encounter a future project that requires high quality data sets with narrow time frames as we know that we can rely on Mindy in those instances.

Are there any areas for improvement?

There are always small things that can be improved, e. g. the quality of the results of a few agents that didn’t pass the test jobs and continued to make the same mistakes.

However, Mindy reacted quickly, took them off the project and replaced them with new agents who immediately understood the task. We are looking forward to continuing our collaboration.

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of a software company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Mindy Support?

We needed some back-office services, so we hired Mindy Support.

SOLUTION

What was the scope of their involvement?

Mindy Support works with us on our AI-based software. 

What is the team composition?

Anastasia (B2B Expert) and 1–2 other people from their team work with us.

How did you come to work with Mindy Support?

We found their team online — we liked their responsiveness and reasonable pricing.

How much have you invested with them?

We’ve spent around €400 (approximately $480 USD). We pay €60–€70 (approximately $72–$84 USD) per month. 

What is the status of this engagement?

We began working together around June 2020 and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

We’re happy with the services they’re providing.

How did Mindy Support perform from a project management standpoint?

The communication between our teams is quite good. They’re meeting our deadlines.

What did you find most impressive about them?

They’re pleasant to work with and they do a good job.

Are there any areas they could improve?

I can’t think of anything they could improve right now. 

Do you have any advice for potential customers?

Just let them do what they do.

BACKGROUND

Please describe your company and your position there.

We are startup developing products focused on the automated analysis of medical images. As a Product Manager, I am responsible for validating new ideas that could be incorporated into our portfolio.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Mindy Support?

We have an ongoing collaboration with MindySupport that extends over multiple projects. MindySupport provides clinicians specialised in our areas of interest, that support us by annotating medical images and sharing their medical expertise.

What were your goals for this project?

By using MindySupport's experts, we are able to generate annotated medical data that can be used to refine and validate the output of our automated image analysis algorithms.

SOLUTION

How did you select this vendor?

We evaluated several outsourcing companies that could take over the annotation tasks. MindySupport could provide the professionals with the profile that was required for our purposes. During the evaluation of the services, we were satisfied both the results of the tasks, the response time and the efficiency of our collaboration.

Describe the project in detail.

Each project is defined as an image annotation task related to a specific medical application. MindySupport found the clinicians that would fit into our requirements of the annotation tasks (background, speciality, years of experience). They also took care of the communication of the project specifications and monitoring the progress and results of the annotation task.

What was the team composition?

A single person in our company is responsible for each project were we are supported by MindySupport, defining the task, providing the specifications and analysing the results. From MindySupport's side, a project manager was responsible of coordinating the project and recruiting the external clinicians that would perform the task itself.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

We were able to use the skills of highly qualified experts on an hourly basis, with high availability if required by a project. We were able to streamline and delegate the annotation process to real experts on the matter. We were able to use the project's results to further improve our product portfolio.

How effective was the workflow between your team and theirs?

We were able to incorporate MindySupport's services directly into our workflows and it was a perfect fit. Communication was very smooth and we were able to get things up and running very quickly. Projects were completed according to requirements within the agreed timeframe. Billing was transparent.

What did you find most impressive about this company?

The support from MindySupport's team was excellent. Communication between our teams was very efficient, with questions being answered timely and clearly. Project managers are proactive, requesting feedback and discussing possible improvements upon completion of projects.

Furthermore, they were very helpful with the long term planning of resources for the completing of multiple partially overlapping projects. They were attentive and also monitored the work of the external resources to help evaluate the project progress and identify any possible misunderstandings, issues and delays early on.

Are there any areas for improvement?

During several months and multiple projects, we have been able to use MindySupport's services efficiently, and they have become a relevant part of our product development workflow.

BACKGROUND

Introduce your business and what you do there.

I am the business development manager of a consumer goods marketplace. I work as a business development manager.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Mindy Support?

We have our own customer service team in-house, but we wanted more cost-efficiency. An outsourced partner can do the work more cost-effectively than we can do with an in-house team. The KPI cost per ticket optimization was one of the reasons we decided to outsource some of the work. We also wanted the flexibility of ramping up and downsizing the team very quickly.

SOLUTION

What was the scope of their involvement?

We first outsourced our tier-one tickets to Mindy Support, which is when our users complain about basic things like they can’t log in to their account, there are some bugs and they do not know what to do, they want to complain other users using the marketplace, and other typical marketplace issues.

In the beginning, Mindy Support focused only on those tickets. When they proved that the service is good, we then outsourced our level-two tickets to them as well. Additionally, they support us with item moderation. There are some prohibited items people cannot list within the marketplace, and some areas need to be reviewed manually. That manual review of the items is part of the scope.

What is the team composition?

Currently, we are working with around eight people. There is a project manager from Mindy Support who deals with things like KPIs, performance, or contractual things. They are responsible for the cooperation from their side.

How did you come to work with Mindy Support?

We looked at 16 different outsourcing providers in different countries. We then did a small RFP process where we requested some basic information from them about how they could support us as well as their pricing. In the final stage, we had two or three of them and they did a skill test of the agents. Mindy Support convinced us that they have the best service and they were also very competitive on the pricing, so we decided to go with them.

What is the status of this engagement?

It began in June 2019, and we are still working with them.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

In terms of quantity, we measure the volume of tickets or items moderated. In terms of quality, we focus mainly on client satisfaction and feedback given after the ticket was solved. Those are the two main metrics, but we have one more KPI that’s called first contact resolution. That measures how many tickets they are able to solve with their first reply. Mindy Support doesn't always hit our KPIs, but we are satisfied.

How did Mindy Support perform from a project management standpoint?

They always keep deadlines. When we agree on something, Mindy Support always delivers in terms of project management. For example, when we ask to increase the team size or when come up a new contract version release with new KPIs, they are very fast.

What did you find most impressive about them?

The price is something that we checked during the selection process, and Mindy Support had the best price for the same services that other vendors offered. This is definitely a strength for them. Their other strength is in contractual flexibility when it comes to upsizing and downsizing the team.

Are there any areas they could improve?

There were times where people left the project after two or three months. It’s the nature of the work, and I understand that, but this might be something Mindy Support should check during recruiting and maybe set up expectations better in order to avoid that.

Do you have any advice for potential customers?

Be clear about the KPIs from the beginning. When someone wants to start a partnership, it is always very important to understand what the KPIs are and to have the same definition. You should also be clear about what the impact will be if the KPIs are not met. If there is some sort of monetary consequence, a motivational contractual set-up helps drive the partnership.

BACKGROUND

Please describe your company and your position there.

Our company is a leading social intranet and community platform, I am responsible for client succes, both commercial and support

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Mindy Support?

We started working together back in 2015 by hiring a dedicated Sales & Marketing Assistant. After about a year we decided to scale up the Tech Customer Support service for our clients and asked Mindy Support to provide a team of agents who can support our customers 24/7. After a couple of trainings and onboarding from our side, the team began to work really well – professionally, independently and in a client-oriented way. Their knowledge of quality assurance processes and maintaining uninterrupted work helped us to set up operations very smoothly and on the high level.

What were your goals for this project?

We started with lead generation and later on added the goal to increase customer satisfaction and our responsiveness.

SOLUTION

How did you select this vendor?

We found Mindy via a web search and selected them out of 3 companies we looked into. The speed at which they claimed to be able to find highly qualified staff made us choose Mindy and we did not regret doing so.

Describe the project in detail.

We started focussing on lead generation where local colleagues worked closely together with agents at Mindy. They helped us doing a lot of the labour intensive work, allowing our local colleagues to spend time on qualified leads only. Later we added tech support where client requests via mail ends up at Mindy. They analyse the incoming tickets and answer part of them, while routing more complex questions to our dev team.

What was the team composition?

We started with 1 agent and this grew to 5 over time.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

The post-starting surveys of our customers showed that clients’ satisfaction and loyalty increased by 10% and helped to further develop our business.

How effective was the workflow between your team and theirs?

After training and onboarding, the team began to work really well – professionally, independently and in a client-oriented way. They were very helpful, providing an effective team and helping us to arrange the process much earlier before we expected. Their knowledge of quality assurance processes and maintaining uninterrupted work helped us to set up operations very smoothly and on the high level.

What did you find most impressive about this company?

The speed at which they could find qualified staff, the flexibility in their conditions, and the support from their staff for us were impressive while working with their remote team.

Are there any areas for improvement?

There always are, but the nice thing about our relation is that we can discuss these and always succeed in making progress on them.

BACKGROUND

Please describe your company and your position there.

Our company is called Sweatcoin, and I am the Customer Success Lead.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Mindy Support?

We needed support agents to help respond to our users on a daily basis.

What were your goals for this project?

Provide our customers with ongoing and excellent support and respond speedily to customer queries in accordance with our KPI's.

SOLUTION

How did you select this vendor?

Another of the management team found this vendor, I believe, based on great recommendations!

Describe the project in detail.

We have many millions of users, and the project is to offer customer ongoing support when they reach out via the app and log support tickets. The project requires people with great English, patience and understand to get the job done and is an ongoing task.

What was the team composition?

The team is two of the Mindy agents who help work alongside me and another Customer Support Advisor.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

The team was able to master the role fast. Mindy Support meets all our needs and responds quickly. When we needed to increase the diversity and complicity of tasks, Mindy Support’s team was very responsive, supportive and incredibly easy to work with. We appreciate how the Mindy Support project management team proactively seeks feedback and understands our requirements. They value their job and provide great service.

How effective was the workflow between your team and theirs?

Excellent. I couldn't ask for a more effective team. They get the job done, ask questions when necessary, pick up on things very quickly and are always eager to learn more. Wonderful team and I wouldn't change them for anything!

What did you find most impressive about this company?

They are always on hand should you need anything, but by and large, there's not even much need to speak with anyone, as the job is always handed to perfection. They are incredibly hard-working and dedicated to the job.

Are there any areas for improvement?

No areas for improvement from my end. I only wish they could join me here in London :)

BACKGROUND

Please describe your company and your position there.

OnRecruit's Customers are recruitment agencies and larger employers who want to get better at recruiting by getting better at using data, technology and media. OnRecruit's customers share OnRecruit's mission: 'Together we build and measure successful candidate journeys'.

As Success Operations Associate at OnRecruit, I'm mainly responsible for Product/Technology and Operations within the Customer Success and Product teams. Besides this I also manage market research within Business Development.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Mindy Support?

We started working with Mindy Support as we needed support in market research and administration.

What were your goals for this project?

We want to effectively fill up our pipeline :)

SOLUTION

How did you select this vendor?

Via the web

Describe the project in detail.

The biggest project now is the market research and populating their information in our CRM (Salesforce).

What was the team composition?

We have a project manager (Elena Koval), which is now replaced by Daryna Nitchenko and Lilia Stasiuk conducting the research and tasks. From OnRecruit side, myself.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Our CRM (Salesforce) is looking better and better! Accounts and Contacts are being populated with information we need for our BD & Sales people to reach out to.

How effective was the workflow between your team and theirs?

I have daily contact with Lilia (in case she has any questions concerning the project/to make sure everything is going well, etc). And at least a monthly call with Elena to ensure everything is running smoothly. In terms of communication and expectations management, I am very satisfied.

What did you find most impressive about this company?

The people are kind, polite professionals.

BACKGROUND

Introduce your business and what you do there.

I’m the VP of CX & Insights at Il Makiage, a New York-based, tech-driven beauty brand that uses advanced technology to connect customers with high-quality beauty products, focusing on online sales and global expansion.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Mindy Support?

We needed help with customer experience (CX) coverage in non-English languages and social media support.

SOLUTION

What was the scope of their involvement?

Mindy Support provides customer support in different languages, responding to customers in a helpful and delightful way within specific SLAs. The team has been responsible for hiring, training, and staffing agents, as well as driving the operations on a daily basis.

What is the team composition?

We’ve worked with around 70–80 teammates from Mindy Support.

How did you come to work with Mindy Support?

I don’t remember how we found Mindy Support, but we chose them because they had good quality in international markets and good rates.

How much have you invested with them?

We’ve spent around $1 million.

What is the status of this engagement?

We started working with Mindy Support before March 2023, and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

We’ve seen an increase in the number of agents and productivity, including a 20%–30% increase in solved tickets year-over-year. We’ve also added French and Japanese to our supported languages, which has allowed us to serve more customers.

How did Mindy Support perform from a project management standpoint?

We mainly communicate with Mindy Support via email, and I believe the team uses Slack or Microsoft Teams. Mindy Support delivers on time and responds well to our needs.

What did you find most impressive about them?

Mindy Support is very helpful, has a good partnership, and is flexible.

Are there any areas they could improve?

We’ve had some growing pains with the new languages, and it’s been hard to deliver high-quality service (measured by CSAT), but I’m sure Mindy Support will continue to improve. Staffing in a new language when we don’t know the volumes is also tough, but again, we rely on their operational prowess for that.