SupportYourApp

BACKGROUND

Please describe your company and your position there.

I'm the Product VP of a company that provides a video making and editing platform that helps end-users and businesses create and edit videos online as well as them with ease.

OPPORTUNITY / CHALLENGE

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

Our team wanted to increase our customer satisfaction and increase our retention as well as our ticket resolution rates.

SOLUTION

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

We started working with SupportYourApp in 2016 and are still working with them. At the time we had several companies we met with and considered to start working with, however, we selected SupportYourApp as we liked their style of communication growth plans, which helped us understand they will be a suitable company to grow with.

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

Our company offers our customers and visitors a best-in-class 24/7 chat and email support. Our team member are well-trained, tech-savvy and are able to answer any question regarding our product, pricing, issues as well as resolve issues and escalate when needed. The team also handles customer retention and is able to help us keep our customers for the long-run.

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

The team currently consists of 6 team member although the number has varied over the years based on the amount of traffic we had. They team members provide support in English using chat and emails (no calls).

RESULTS & FEEDBACK

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

1. Decreasing chat resolution time from 2 mins to less than 1 min.
2. Increase the overall customer happiness, as can be seen in internal reports as well as on websites such as Trustpilot.com
3. Increase customer retention a few points
4. Significant help with pre-sales, post sales, refunds, review collection
5. Help with building a more accurate product roadmap based on customer feedback

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

Extremely satisfactory. They are always ready to answer any question and satisfy every need we may have. This has been proven over and over during the last 6 years.

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

Their loyalty and the way they not only maintain, but increase the quality of service through the years. We consider them an integral and organic part of our company.

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

We are very happy with the team and are extremely satisfied with their service.

BACKGROUND

Please describe your company and your position there.

I am the President of Boston Carriage. We are a premium luxury car/transportation service provider in the Boston area with an extensive emphasis on Excellence.

OPPORTUNITY / CHALLENGE

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

We are a 24/7 service and SupportYourApp has helped us in covering all of our phone, email, and online business coming in.

SOLUTION

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

We spent approximately 3 months researching companies and have decided to go with SupportYourApp based upon all 3 of our qualifying factors. 1. Price 2. Ability to adjust and develop 3. Extensive employee screening based upon out requirements

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

They offer calling tools but we were able to integrate the team into our current processes. Great team and a great company. We have a 24/7 team of 6-7 people including the Delivery Manager and have now hired 2 additional full time Dispatchers.

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

We first worked with a Sales Manager, then IT, and then our Delivery Manager and Team Lead. I am always able to have immediate feedback and response. We are very involved and hands-on and the team is always in top-notch form and ready for anything the day brings.

RESULTS & FEEDBACK

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

They are able to adjust to any changes at an almost immediate pace. The Team/Team Lead and Delivery Manager are now an absolutely integral part of our team and are a major part of our Success. Since signing up with them I have seen a significant reduction in client concerns and an increase in positive client feedback.

We have seen a good increase in positive client feedback. More importantly, they're always on the lookout to improve our processes. We are in the Customer Service sector and 99% of success in CS is the prevention of issues. The team understands this and is constantly giving me and our managers feedback which then allows us to pivot and adjust.

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

Monthly QA reports, and specialty reports based upon my criteria on a monthly basis as well.

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

The involvement and obvious care that the company puts into our project. Every question is taken seriously and every concern is addressed immediately.

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

None. This company is a leader for their industry and I would highly recommend them.

BACKGROUND

Please describe your company and your position there.

I work in operations. delivery and product at a health tech start up. We provide an online health coaching service to US based clients, helping them to lose weight for good.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SupportYourApp?

Our company is constantly changing and growing, meaning those we've hired have new things to learn all the time. We used SupportYourApp to hire our 'coaches' for the program.

SOLUTION

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

A previous team member found and chose SupportYourApp, and I now handle all communication.

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

The team is trained up rigorously to make sure they understand the company approach. They are responsible for interacting with clients

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

Our main point of contact is Oleksii, the Service Delivery Manager. We then have 8 other team members working with clients

RESULTS & FEEDBACK

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

They are versatile and take on feedback very well. Communication with the Service Delivery Manager has always been smooth, fast and clear

How effective was the workflow between your team and theirs?

We have more or less daily check ins, with a weekly team call to all catch up on tasks and personal lives

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

They're able to take on a lot of the operational bits e.g. shift times, shift allocation etc. This makes the workload on our end a lot easier, and I can trust Oleksii to do it properly

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

They are doing a good job with the services we need, no complaints on our end

BACKGROUND

Please describe your company and your position there.

We are an AI-powered video health monitoring platform. I am the Head of Customer Support

OPPORTUNITY / CHALLENGE

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

We hired the SupportYourApp team to deal with technical issues, reported by our customers via email and online forms

SOLUTION

How did you select this vendor?

SupportYourApp was selected due to their extensive experience in customer support and their correspondence with our requirements for the team

Describe the scope of their work in detail, including any steps and the final deliverables.

Analyzing incoming tickets, researching the optimal solutions, deliver the solutions and getting additional info in relevant cases, document the steps taken for future reference, escalating once identifying a potential bug in the system

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

4 - 1 delivery manager and 3 Support agents

RESULTS & FEEDBACK

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

Can’t share anything due to NDAs

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

It is very efficient. The team and our Delivery Manager are always ready to help us. We are also very open to the team asking for our expertise. We are very glad to help them out any way we can, and they are very eager to learn new things and become better for our customers

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

Their professionalism. Even though we didn’t set the easiest requirements for the team, they managed to find the support consultants we needed in the shortest time. We were very impressed with everything

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

In the future we may need an even more tech-savvy team, so we may raise a bar on the technical knowledge of the team. Although, we are sure this will not be an issue for our current agents

BACKGROUND

Please describe your company and your position there.

We are a SaaS company and our software helps those seeking a job put together an excellent CV and get hired as a result. I am the CEO of the company.

OPPORTUNITY / CHALLENGE

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

We hired SupportYourApp to deal with phone, email and chat customer support and communication in various languages.

SOLUTION

How did you select this vendor?

We wanted to optimize our communication with the customers and gain outside expertise on different approaches to our customer base. Our team is built on a strong belief that communication is the key to forming relationships with customers, and we wanted to find a support provider who shared this belief and was willing to work in accordance with this principle

Describe the scope of their work in detail, including any steps and the final deliverables.

We selected SupportYourApp due to great recommendations they provided for us. It was clear their support services really made a difference for their clients, and we wanted to see positive changes ourselves as well.

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

Our project is supported by 10 consultants, who communicate with our customers over the phone and emails during Europe and USA business hours

RESULTS & FEEDBACK

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

After we hired SupportYourApp, we saw a great increase in resolution rate. We started to get more positive reviews ourselves, and we saw an increase in customer satisfaction rate. We now get a lot of ‘thank you’ messages.

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

They are very professional and prompt in communicating with us.

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

Their ability and willingness to talk, listen, share and do everything to make us comfortable and at the same time be efficient for our business is truly stunning.

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

We would love to see more people with more languages, as we might need them along the way. Otherwise, we have nothing to add here.

BACKGROUND

Please describe your company and your position there.

We develop iOS device management solutions for Windows and macOS. I am the CEO.

OPPORTUNITY / CHALLENGE

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

We hired SupportYourApp to handle level 1 technical and commercial support requests. The goal was to offer high quality, 7 days a week email support to all our current and prospective users.

SOLUTION

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

We selected SupportYourApp after a thorough research of the market. Having a highly technical software product, we were initially skeptical of the chances of success of outsourcing l1 support, but SYA's uniquely tailored approach and excellent credentials convinced us to give it a shot.

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

We started with one full time agent, bumped to two as we grew, covering 7 days a week, 4PM-12AM. After specifying our requirements (very strong tech skills, good soft skills and high quality written English), SupportYourApp introduced us to their best candidates. SupportYourApp agents adapted to the tools we already use, mainly ZenDesk and Asana.

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

Our account manager coordinates training, schedules, and agent rotations when needed. We have been a demanding client, and the one time we did request an agent change after a short trial period, our account manager quickly managed to find a better fit for our needs.

RESULTS & FEEDBACK

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

Polite, responsive and knowledgeable L1 support is a huge plus for our company. Users feel (and are!) taken care of in a timely manner, and respond very positively to that high level of customer care. We now have more than 2'000 reviews on Trustpilot, 4.7/5 average rating. This simply wouldn't have happened without SupportYourApp.

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

We do not see SupportYourApp as an outsourced provider. They have very quickly become an organic part of our team. We have established an efficient process of communication via email and Slack, and fully trust both our account manager and agents.

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

The involvement of agents is imply outstanding. Our goal was to cover L1 support, but thanks to the strong technical skills of the agents SupportYourApp assigns to our project, L2 tech support is largely covered as well.

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

We've occasionally had agents with a level of written English slightly below our expectations. We'd encourage SupportYourApp to provide their agents with ongoing training and tools (Grammarly?) to raise the bar even higher. It must be noted that we've also had 100% fluent agents.

BACKGROUND

Please describe your company and your position there.

Our team runs an online self-care and miscellaneous items shop. I am a Project manager.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SupportYourApp?

The SupportYourApp team handles customer communication and delivery logistics for us. They resolve our customers’ issues and talk to the delivery companies.

What were your goals for this project?

We wanted to have a professional support team talking to our customers. We also wanted to streamline and optimize our communication with both out- and incoming delivery services.

SOLUTION

How did you select SupportYourApp?

We were referred to SupportYourApp by another Ukrainian business. After talking with their representatives and receiving their offer, we decided to try them out because of their flexible solutions.

We also wanted our support to be secure — our system deals with and stores information that might be considered sensitive. Their security measures were and still are very impressive.

Describe the project in detail.

SupportYourApp receives incoming emails and calls from our customers, answers various questions and deals with the issues that might occur along the way. They also talk to our suppliers and delivery services and take care of our logistics.

What was the team composition?

There are three shared Russian- and Ukrainian-speaking consultants on our team. Two of them talk to our customers and one deals with delivery-related questions. They work on our project a couple of hours a day, Monday through Friday.

We are also considering adding one more member to our team to handle inquiries coming in on the weekends.

RESULTS & FEEDBACK

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

Since we started working with SupportYourApp, we started getting messages from our customers, commending the level of our customer service. There is also no backlog of supplier messages and questions.

How effective was the workflow between your team and theirs?

We meet with our delivery manager once every 2 weeks and discuss any roadblocks that might have occurred during this time.

Normally, these questions are related to difficult customers or big orders — something that requires escalation and attention from our internal management. They are always very professional and friendly at the same time. We have never had an issue connecting with them.

What did you find most impressive about this company?

How efficiently and seamlessly they integrated into our team. We don’t really see them as outsource. They are an essential part of our company.

Are there any areas for improvement?

They want to make sure the customer is satisfied, so they might stay on the call a bit longer than needed. If the flow is big this might cause small delays, but the level of service can always be discussed and adjusted in accordance with the team’s workload.

BACKGROUND

Please describe your company and your position there.

We are a kindergarten in Kyiv, Ukraine. I am a business development specialist.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SupportYourApp?

SupportYourApp took over client consultation from us. This means they are the primary POC for the families interested in our services.

They take the calls from those interested in us and provide them with the information on pricing, scheduling, teachers, groups and learning programs available in our kindergarten.

What were your goals for this project?

Our primary value is the families that trust us with their children, so we wanted to make our communication as efficient, informative and swift as possible.

We could not reach our business goals and focus on customer communication at the same time, so we decided to outsource at least one of these tasks.”

SOLUTION

How did you select SupportYourApp?

I have learned about SupportYourApp from researching the market for about a couple of weeks. We wanted to make sure we were making the best decision for our team and our customers.

SupportYourApp were very friendly and their communication with us was on-point. After talking with their business development and their CEO, we saw that they would be great for us

Describe the project in detail.

We have coverage 6 days a week from 12 AM to 8 PM. Our dedicated consultant speaks Russian and Ukrainian. For now, she only handles phone calls.

We are currently working on integrating social media and chat support for scheduling, attendance and home tasks control into our every-day communication. After that is done, we might add another consultant to the team

What was the team composition?

Our team has 1 dedicated agent.”

RESULTS & FEEDBACK

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

The only thing we can say is that we started to receive more positive reviews about the first impression we make — we stopped missing calls, and we can now answer any question with ease due to the knowledge base SupportYourApp helped us put together.

How effective was the workflow between your team and theirs?

Even with one member on the support team, we can say that SupportYourApp is always glad to help us and resolve any issue our customers may have. Big shoutout to our SDM here!Alex

What did you find most impressive about this company?

They are very willing to help our customers no matter how long it takes.

Are there any areas for improvement?

They are fulfilling everything perfectly for us. We are very glad we are working with them

BACKGROUND

Please describe your company and your position there.

Our company sells our private label products online and my title is CFO.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SupportYourApp?

We hired them as our customer service representatives. (Basic customer support work, such as answering calls, responding to the customers' emails, resolving the problems, etc)

What were your goals for this project?

Our goals are to make sure that all inquiries are taken care of, no matter what, we want to close the tickets only after making sure that the customers are happy with the support service, and stress-free for both customers and agents.

SOLUTION

How did you select SupportYourApp?

We compared many support agencies and companies, and their salesperson I initially talked with did an amazing job. (We already kind of decided to use another company's service, but I had a call appointment with SuppotYourApp's salesperson already so I joined a call to hear the talk.)

However, I was totally sold after I talked to the salesperson. He was confident, but not pushy, explained so well about his company and services. He did the best among all the other agencies so I decided to select SYA.

Describe the project in detail.

It started from a small group. The initial tasks were answering a call and responding to the customers' tickets. Nothing much, but we grew the sales and increased our staffs more.

More we grow, their work amount increased as well, such as learning our company, products, how to deal with the irregular questions, creating the documents, managing, and training, and they did perfectly.

What was the team composition?

1 Manager, 3 supervisors, and 10 agents under them.

RESULTS & FEEDBACK

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

"All the inquiries have been taken care of." Maybe it sounds not right because this is what they do, however, it is so difficult to take every single one of the tickets seriously and make the customer say "Thank you for your help." at the end.

We had a really bad experience from the previous service, and so many tickets were abandoned. The SYA agents took their time to learn about us, the previous tickets, irregular questions and even found the critical issues a few times.

How effective was the workflow between your team and theirs?

We put 100% of our trust in SYA so it has been so easy to work with them and our work became more productive because we don't have to be worried about the customers' inquiries.

What did you find most impressive about this company?

Can't choose one. They are always motivated to learn. They try to find something that we can improve our company and sales as their own, responsible, and communication skills...many many things!

Are there any areas for improvement?

NOPE at all!!!

BACKGROUND

Please describe your company and your position there.

I am a marketing specialist in a marketing agency that develops strategies for other businesses, monitors their results and overall provides businesses with marketing expertise.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SupportYourApp?

We hired SupportYourApp to handle our phone customer communication as it is a primary source for our customers to reach our team.

What were your goals for this project?

We were looking to optimize our customer communication. It became especially pressing when the requests from our customers started to pile up after the pandemic started.

SOLUTION

How did you select SupportYourApp?

We were referred to SupportYourApp by another business that has been working with them for several years. After talking to their team, we saw not only how flexible they were, but that they have the entire package of security requirements we needed from our outsourced support vendor.

Describe the project in detail.

Our project implies a lot of communication with the customers: getting their exact requirements for the project, supporting them through the process of development of the strategy, answering any question they may have through the process and so on.

We needed a team that would handle the communication not only during the working hours, but on the weekends as well. This required fast integration into our system and the ability to get to know our product and customers fast.

What was the team composition?

Our team consists of one dedicated and one shared support agent. A dedicated consultant handles all communication during the week, while a shared one helps our customers on the weekends.

RESULTS & FEEDBACK

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

Having SupportYourApp handle our incoming communication and helping our customers on the weekends has greatly decreased our churn rate as we started to answer calls on the weekends — something that is not often done in Ukrainian market.

The team sets a very good first impression for our first-time customers which helps us bond from the first moments of communication.

How effective was the workflow between your team and theirs?

Being in the same country, we saw absolutely no difficulties connecting with the team, so I can easily say it is very good and effective.

What did you find most impressive about this company?

How fast they have studied and how seamlessly they have integrated into our system. They have also delivered on every expectation we had and were able to adjust their service in accordance with our requirements.

Are there any areas for improvement?

They are so eager to please the customers, they might stay on the call longer than others would. When the inflow is big, that might cause slight delays, although with a bigget team that would pose no issue at all.