Mindy Support

BACKGROUND

Please describe your company and your position there.

I'm the applied AI engineer. I train the machine learning models which will be used by our clients. These visual models need images to learn the task at hand.

OPPORTUNITY / CHALLENGE

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

We hired Mindy support to annotate the images of waste we gathered from our client. This task is very time consuming. Some images would take over a hour to annotate if done correctly. This means that I would not be able to do anything else than annotate if we couldn't rely on Mindy support.

SOLUTION

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

The cooperation already existed before I joined my company.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

So far they annotated eleven classes found in a garbage truck. These are hard plastic, wood, paper, dangerous waste, PMD, garden waste, glass, colored garbage bags, see-through garbage bags, foils and food. For every class there is a description on how to annotate them specifically. Because of the high variability and occlusion of the objects, this is a huge challenge.

How many people from the vendor's team worked with you, and what were their positions?

2 people: Oksana, she is the senior project manager, and Vladimir, he is the business development manager.

RESULTS & FEEDBACK

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

Because of the high flexibility Mindy support offers, we now already have a very effective model which is able to differentiate between the many different kinds of waste found in a garbage truck.

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

They are very open to instructions and feedback. They are also friendly people which makes the communication very pleasant and constructive.

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

Whenever we need to finish a model quickly, they go out of their way to deliver it to us. They annotated over a thousand images in less than two weeks, while understanding the many instructions that come along with it. To be clear, it is not an easy project to annotate!

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

They are very eager to deliver, but that sometimes came in the way of delivering annotations of the highest quality. The project at itself is very hard to annotate so that is also a big factor. With big and difficult tasks I would advice to work incrementally and deliberately inform and ask for feedback from their client after every batch of images is finished.

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.

BACKGROUND

Please describe your company and position.

I am the European Customer Care and Vendor Manager of Monat Global

Describe what your company does in a single sentence.

A premium beauty and wellness brand that specializes in naturally based, clinically tested haircare, skincare, and wellness products.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Mindy Support to accomplish?

• Multilingual Customer Support – Establishing an outsourced call center to provide support in multiple languages across Europe.
• Quality Assurance & KPI Management – Maintaining a high level of service quality while meeting key performance indicators (KPIs).
• Back-Office Support – Assisting with daily customer service administrative and operational tasks to enhance efficiency.

SOLUTION

How did you find Mindy Support?

Online Search

Why did you select Mindy Support over others?

• High ratings
• Close to my geographic location
• Good value for cost

How many teammates from Mindy Support were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Multilingual Customer Support:

• Provide call center services in multiple languages across Europe (French, English, Germany).
• Handle inbound and outbound customer inquiries via phone, email, and chat.
• Support administrative functions such as data entry, order processing, account management, and handling refunds & returns.

Quality Assurance & Management Work

• Oversee the recruitment process to ensure a skilled and capable support team.
• Conduct coaching and calibration sessions to maintain high service standards and consistency.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

1. Operational Efficiency - Reduced response and processing times for customer inquiries and refunds & returns.
2. Scalability & Coverage – Successfully expanded multilingual support across European markets (French, English, German) to meet growing demand.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Mindy Support demonstrated strong project management capabilities, ensuring efficient coordination and timely delivery of all key deliverables. They adhered to agreed timelines and KPIs consistently. Their team exhibited a strong can-do attitude, proactively addressing challenges and adapting to our evolving needs. Regular updates, proactive communication, and structured coaching sessions helped maintain high-quality service. Their flexibility and commitment to continuous improvement made them a reliable partner in achieving our customer service goals.

What was your primary form of communication with Mindy Support?

• Virtual Meeting
• Email or Messaging App

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

A strong can-do attitude and proactively.

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

n/a

BACKGROUND

Please describe your company and position.

I am the Head of Customer Relations of MacPaw

Describe what your company does in a single sentence.

At MacPaw we create software that empowers people and makes their lives a little easier.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Mindy Support to accomplish?

• Customer Care
• Billing Support
• Multi-language Support

SOLUTION

How did you find Mindy Support?

• Online Search
• Referral

Why did you select Mindy Support over others?

• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Mindy Support were assigned to this project?

10-30

Describe the scope of work in detail. Please include a summary of key deliverables.

• Setup of Customer Care Team: The outsourcing team established a comprehensive customer care framework, defining roles, responsibilities, and workflows to enhance service delivery.
• Setup of Billing Team: Implemented a specialized billing team that accurately handles billing-related questions.
• AI Setup: The team deployed AI tools that improved customer interactions, significantly increasing overall efficiency.
• Outsourced Hiring: managed the recruitment process, effectively sourcing and hiring skilled candidates to staff the newly created teams and support functions both outsourced and in-house.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Our ongoing cooperation has resulted in strong productivity performance metrics for several products and services, both qualitative and quantitative.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

We hold regular meetings to check progress and ensure we are all on the same page. Our project management and quality assurance teams constantly monitor progress and align with project requirements.

What was your primary form of communication with Mindy Support?

• Virtual Meeting
• Email or Messaging App

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

Mindy Support provides excellent customer support service for several of our products and services worldwide.

They are efficient, responsive, and showcase impressive flexibility, seamlessly adapting to our individual processes and needs.

Together with Mindy, we launched several customer support streams in parallel, all successfully set up from scratch to launch. Their commitment to excellence and their ability to offer different solutions have significantly improved our customer communication and satisfaction.

I highly recommend Mindy Support Team for any business looking for reliable and adaptable support services.

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

I suggest sharing more use cases with customers so that others can discover new areas or streams that the Mindy Team can integrate, launch, and support.

BACKGROUND

Please describe your company and your position there.

I'm a Microscopy Specialist at the Institut for Research in Biomedicine (Bellinzona, Switzerland)

OPPORTUNITY / CHALLENGE

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

Manual tracking of cells in microscopy videos

SOLUTION

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

I was not the person who made this decision

Describe the project in detail and walk through the stages of the project.

They provided several operators for manual annotation of cells in microscopy videos. We provided a customized tool for cell tracking and its documentation. We provide the data in batches of about about 10 videos, which are distributed among several operators.

We also provide annotation instructions and examples, and the operators give back the cell tracks.

Describe the recruitment process in detail.

We discussed our project with our account manager. She was responsible of the recruitment of the operators, which received from us the documentation to install and use the tracking tool.

RESULTS & FEEDBACK

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

Over the past year we have sent a series of batches of videos. In general, we are happy with the performance of the operators. In addition, the team is always attentive to our feedback to improve the results.

How effective was the workflow between your team and theirs?

Communication between teams is good despite working remotely. We have always received the results quickly.

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

They provided highly efficient operators at a profitable price.

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

Since operators need to learn how to use the program and recognize cells, it would be desirable, as far as possible, to keep the same people involved in the project.

BACKGROUND

Please describe your company and your position there.

I am the CTO of the the AI-based agriculture tech startup. We are developing Video Intelligent solutions for customers in various industry.

OPPORTUNITY / CHALLENGE

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

All AI problems nowadays need human-annotated data to train the AI model to be able to replicate some human tasks. The amount of data is huge, and thus it costs a massive time to annotate all of them. Our dataset contains images with a complex annotation setup and we need to annotate all of them in high accuracy, fast delivery, and cost effective.

SOLUTION

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

We searched online and MindySupport appears with good reviews and their website contains all features and certificate that we need/believe they are a good fit.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

Kick off meeting Project & data description send & feedback A test project provided and MindySupport do the test Go to full scale project Feedback after the delivery Fixing data annotations if needed

How many people from the vendor's team worked with you, and what were their positions?

Two key persons: Business Development, Project Manager and many people behind to do the actual data annotations.

RESULTS & FEEDBACK

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

The accuracy of MindySupport data annotation service is high >95% accurate according to our check.

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

We communicate mostly through emails and Google Meet. The timeliness is very professional.

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

MindySupport was able to fulfill our special needs for customization in terms of our software. That is not something that universal available online.

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

Nothing until now.

BACKGROUND

Introduce your business and what you do there.

I’m the head of customer success at Kili Technology, a data labeling platform with AI and machine learning (ML).

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Mindy Support?

We have customers that want to label certain data better which could significantly improve the version of their data. As a result, we needed to outsource to find people who could help us do that work.

SOLUTION

What was the scope of their involvement?

We spend a couple of hours training the Mindy Support team on the platform. For every single new project that we have in production, we train them again on the version of our software. We also show them the new specificities that we have in production.

Their work is similar to people who are on Facebook and are tagging their friends in pictures. They basically annotate videos, texts, and digital texts for us, and their main goal is to spend minimum time to complete their work while keeping accuracy high.

What is the team composition?

I’m in contact with 2–3 people, including a project manager.  

How did you come to work with Mindy Support?

I wasn’t at the company when they were brought on, but I think our CEO wanted to outsource and found them by recommendation or through an online search.

How much have you invested with them?

We’ve spent $20,000–$30,000 in five months.

What is the status of this engagement?

I began working together with Mindy Support in May 2021, and it’s ongoing.

RESULTS & FEEDBACK

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

We closely monitor their performance, and our metrics include the time they spend on the platform to finish their work and the quality of their annotation. In connection with that, we’ve been happy with their results.

How did Mindy Support perform from a project management standpoint?

We have a dedicated channel with them together with our customers. They also have one project manager who filters the questions of their annotators; she highlights the information regarding the team. Overall, they’re very responsive.

What did you find most impressive about them?

Everything is clear because they pay attention to details.

Are there any areas they could improve?

They could improve their price because it’s a little bit high for this type of project.

Do you have any advice for potential customers?

Be transparent with Mindy Support.

BACKGROUND

Please describe your company and your position there.

My company is one of the leading SaaS in the mobile OCR space and my position there is leading Data Operations.

OPPORTUNITY / CHALLENGE

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

We faced the problem of having more and more AI data to be annotated and that's where we hired Mindy Support who helps us managing the workload on the annotation side in a very reliable and efficient way.

SOLUTION

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

Mindy Support is Europe based and therefore comply to GDPR standards. That was very important to us. They are also very reliable and quick in their response and service.

Describe the project in detail and walk through their service package.

We have AI data (images) that need to be annotated with a particular eye on the quality in oder to feed and train our AI system with reliable data. This is what Mindy Support delivers to our greatest satisfaction.

How many resources from the vendor's team worked with you, and what were their positions?

We work directly with their Business Development Director and other IT specialists.

RESULTS & FEEDBACK

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

Based on Mindy's work we were able to deliver multiple custom made mobile OCR scanning solutions on time and to our customer's satisfaction.

How effective was the workflow between your team and theirs?

Our coordination is mainly by email and that works very well. The specialists from Mindy Support are very thorough and respond very quickly to all our inquiries.

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

I'm impressed by Mindy's reliability, quick response time and clear communication. They are real professionals.

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

All issues we had were solved and cleared within hours. I have nothing to complain about.

BACKGROUND

Please describe your company and your position there.

I am the Customer Success Manager and Head of Annotations Management for Voiceitt, a start-up developing speech assistive technology for people with speech disabilities in the form of a mobile application

OPPORTUNITY / CHALLENGE

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

With the increase in application users, our volume of recordings increased and we were no longer able to manage review and annotation of each recording in-house.

SOLUTION

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

We reviewed a number of different companies and even conducted a one month trial period with Mindy and another company. We chose Mindy because the team proved themselves to be more efficient, more communicative, and more adaptable than the other company.

Describe the project in detail and walk through their service package.

The team reviews all recordings we receive through the app. They evaluate and tag each recording based on a set of criteria laid out during their onboarding. This process is done on an internally developed data management tool. The team also reports any issues with or suggested improvement for the tool.

How many resources from the vendor's team worked with you, and what were their positions?

We work with a project manager for invoicing questions or personnel changes and a team leader for more day to day instruction. In addition there are 4 other annotators on the team.

RESULTS & FEEDBACK

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

Clear and consistent tagging of signals improves the experience for our users and provides a valuable database for our R&D team

How effective was the workflow between your team and theirs?

We have weekly communication with the Team Lead. She is very responsive and acts as a liaison between our company and the annotations team.

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

They're communicative. Mindy Support adapts well as data and instructions for their work evolve.

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

The team is very exact in following instruction. Some work involves subjective decision-making that does not adhere to the general regulations so it will be helpful for the team to understand more fully not only how to complete the tasks but why as well. Team members are encouraged to ask questions about why and discuss exceptions to general task rules.

BACKGROUND

Please describe your company and your position there.

I'm the Head of Production and Project Management of a small company that enables utilities such as recycling centers to have smart containers that detect wrongly sorted trash.

OPPORTUNITY / CHALLENGE

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

We needed qualified annotators that helped us with the annotation of the training material that trains our neural networks.

SOLUTION

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

We found this agency online and they provide a very straightforward bundle. All the services and cost structure are outlined and simple to calculate with when deciding on outsourcing a project. The quality of the annotators' work is great.

Describe the project in detail and walk through the stages of the project.

They provided multiple annotators that were given clear instructions on the desired scope and quality of annotations. After a short test and evaluate period we quickly grooved in to a process where we provide the material with a deadline and needed little supervision from our side.

Describe the recruitment process in detail.

We were appointed a project manager who took in all of our requests and provided the right amount of annotators to meet our deadlines with the high amount of material we provided.

RESULTS & FEEDBACK

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

With the support we were able to free up a lot of internal HR capacities while still keeping a high quality of annotated training material.

How effective was the workflow between your team and theirs?

They quickly communicate, and they provide realistic deadlines. So far, they've always met the deadlines they set. After a few days of working together we found a way of stating our requirements that was suitable for both side. The result was a high quality of their results.

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

They provide a very straight-forward and easy to plan with cost structure.

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

In the beginnings our requirements seem to not have been 100% clear but after some communication we were able to have a mutual understanding of them. I think they could have developed their own annotation tool so that they can have a higher variety of services.