SupportYourApp

BACKGROUND

Please describe your company and position.

I am an executive at an education company

Describe what your company does in a single sentence.

Build and implement systems, provide content expertise and consultation, supporting research-practice opportunities in the field of Education.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire SupportYourApp to accomplish?

• Provide Tier 1 Help Desk Support

SOLUTION

How did you find SupportYourApp?

• Online Search
• Other

Why did you select SupportYourApp over others?

• Pricing fit our budget
• Good value for cost
• Company values aligned

How many teammates from SupportYourApp were assigned to this project?

2-5 Employees

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

Support your App provides Tier 1 help desk support for our Registry project. This includes: 

* Responding to both email and phone inquiries from system users need assistance with specific tasks, features, and functions within the system. This includes help with logging in/password reset, managing profile information, adding records and uploading files, and more. 

* Apply "tags" to issues based on defined categories as part of tracking trends and determining potential new/additional supports needed for users 

* Escalating issues that go beyond the defined Tier 1 criteria to our team for tier 2 support 

* Communicating any bugs/issues reported by users to team for follow-through 

* Providing both weekly and monthly analytics reports with defined criteria 

* Sharing insights, suggestions, and ideas to the team for consideration

RESULTS & FEEDBACK

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

* Weekly and monthly analytics reports showing number of tickets resolved, categories of tickets and inquiries, etc. 

* Less escalations from SYA to our team based on growing understanding and comfort with the system among SYA reps (Skill set and knowledge base of reps growing = less tickets needing escalation)

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

* Reports delivered on time based on agreed-upon determined schedule 

* Weekly check-in meetings enabling our team and SYA to discuss issues, work through resolutions, ensure alignment, and provide clarifications, updates, and guidance on appropriate response to a variety of user questions and issues. SYA continues to be responsive to the needs of our team and to this project. 

Issues are followed up , communication is open and dynamic. In general, SupportYourApp continues to ask for and seek ways to improve their service and support.

What was your primary form of communication with SupportYourApp?

• Virtual Meeting
• Email or Messaging App

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

Impressive to have multiple representatives in different countries all working together and coordinating time, effort, and allocation to ensure coverage on this project. Weekly meetings are attended by all reps, each in different countries and timelines - shows a commitment to the project and its success.

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

Nothing to note at this time. We are pleased with the partnership thus far.

BACKGROUND

Please describe your company and position.

I am the Team Lead Customer Care of an ecommerce company

Describe what your company does in a single sentence.

We are a technology-driven brand platform that stands for the digitalisation of the pet market as well as the successful brand building and multi-channel distribution of premium pet food.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire SupportYourApp to accomplish?

• External support for our inhouse professionals to deal with increase of requests.
• Offer more communication channels and be available for more hours in the day

SOLUTION

How did you find SupportYourApp?

Online Search

Why did you select SupportYourApp over others?

• Pricing fit our budget
• Good value for cost
• Company values aligned

How many teammates from SupportYourApp were assigned to this project?

13

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

We were going to expand to new markets and were in need of a support team. We were looking for a provider that would be able to set an optimal price and service quality for us and could scale with us into different countries. With SupportYourApp, we started out with 4 customer support agents and 1 back office consultant. We now have 9 customer support agents and 4 back office consultants. They support our clients via chat, email, and phone in two languages.

RESULTS & FEEDBACK

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

• We are now available by phone and WhatsApp for 14 hours / 7 days a week Our response time is much quicker and customers get answers to their queries in record time

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

We are in constant contact with them. We can reach out to them through a corporate messenger when we have an urgent matter. Other than that, we keep our contact via email and regular catch-up meetings. They are always very responsive and ready to help.

What was your primary form of communication with SupportYourApp?

• Virtual Meeting
• Email or Messaging App

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

Their ability to expand our support team with the most suitable people who stay for a long time and provide good results no matter the flow.

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

Nothing I can think of.

BACKGROUND

Please describe your company and your position there.

We are a B2C company that develops a mediation and sleep app for global users. I am a manager.

OPPORTUNITY / CHALLENGE

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

We initially hired SupportYourApp to assist with customer support. With time, we added taking care of our social media to the list of their responsibilities. Right now, they also handle a significant portion of our project and process documentation.

SOLUTION

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

Our team researched several vendors, and chose SupportYourApp due to a combination of quality, cost, level of oversight provided by SYA, and ease of implementation.

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

As we have users around the globe, we have a dedicated team that answers our users’ questions via email. They also escalate more serious cases directly to our team, so we can deal with issues that require product updates or an even deeper knowledge of our app. Our ticket volume varies throughout the year, with a massive increase during the holiday season. Our team speaks 19 languages — English, Spanish, Portuguese, French, German, Korean, Japanese, etc. We have consultants from Ukraine, Brazil, and the Philippines. Through the years of our cooperation, the team grew in size several times. First, they were only taking care of our customer support, but soon they also started helping us in other areas as well—including process documentation and escalated or complex cases.

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

We worked largely with our Service Delivery Manager and our Team Supervisor at SYA. We meet biweekly to discuss process changes or staffing needs, and consistently communicate via Slack.

RESULTS & FEEDBACK

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

We now have a large professional support team our users can turn to if they have issues while using our products. After we gave SupportYourApp additional responsibilities, we started having more time to focus on our department strategy and on improving processes on the team.

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

We primarily communicate via Slack, email, and regular meetings. Our contacts at SYA are very proactive with their communication of any team-related updates, and are very available for questions and requests that may come up.

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

Their willingness to learn and work with new things and new tasks. They are always ready to help and take on new things and responsibilities. We've consistently been able to deliver best-in-class support to our customers, in large part due to the professionalism and caliber of the SYA team.

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

In my time working with SYA, I have not had to work with their team on significant improvement areas. They are very good at what they do!

BACKGROUND

Please describe your company and your position there.

We are a B2C company. Our software solutions help people around the world transfer, send, and receive their files safely. I am a Support Team Lead.

OPPORTUNITY / CHALLENGE

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

We started working with SupportYourApp because we were looking for a professional team to take care of our customers. We wanted to have a team, our customers could turn to to resolve issues connected with file transferring, subscription and to get their answers about our service in general.

SOLUTION

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

We selected SupportYourApp after having talked to several other support providers. We liked the way their sales team communicated with us and their readiness to fully satisfy our requirements.

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

Our team gets moderate to high work volume. They know how to deal with customers who have difficult requests. We have coverage 7 days a week from 9 am to 11 pm. Our team members come from Ukraine, Serbia, and Nigeria. We started off with 3 support agents, but then expanded to 4 English-speaking consultants who communicate with our customers via email. And that is who our team consists of now.

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

Even being in different countries, we never have problems with reaching out to our Service Delivery Manager and getting the answers we need from them. We have regular touch points and communication through Slack and Google meets.

RESULTS & FEEDBACK

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

We are very happy with the way the team handles difficult requests. The team’s ability to resolve any ticket (they can of course escalate especially tough tickets, if needed) has increased our resolution rate.

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

We meet biweekly with the delivery service manager to check in and we also have a monthly check in with the team of consultants. We also have quarterly business reviews.

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

Getting started with SupportYourApp was seamless. Their support and communication are incredible. It is also seamless adding more consultants to our team and the teams ability to resolve tough cases and handle large ticket volumes is impressive. 14

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

Nothing so far, we’re happy with how things are going!

BACKGROUND

Please describe your company and your position there.

We are a B2B company that offers businesses and users a solution for scheduling. I am Head of Customer Success.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SupportYourApp?

We started working with SupportYourApp because we needed a professional team to take care of our customer support. We were also seeking a professional team that would become the first POC for our troubleshooting

SOLUTION

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

We selected SupportYourApp as a result of simple online research. We decided to start working with them because of how flexible their solution was - key to us was being able to adapt & add coverage as we go, and we can get new agents very quickly. Overall, they seemed like a very good fit for us and that is why we selected them

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

We have coverage 7 days a week. SupportYourApp agents are talking to our customers through a CRM ticketing system and Slack - accounts were set up with the SupportYourApp integrations team. There are 2 dedicated consultants on our team. They both speak English. I would describe our flow as medium — so we are completely covered by the team we have at the moment

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

We first communicated with their Business Development department. After we officially started our cooperation, their Chief Integration Officer joined in. Together with the Service Delivery Manager, they set up the team and made sure they had everything they needed to start providing customer support

RESULTS & FEEDBACK

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

We had an in-house team previously and they were excellent, so we were concerned that an outsourced team wouldn't have the depth of experience required - however, they have maintained the excellent level of user feedback we were getting before, and are always being complimented by customers on how quickly and efficiently they resolve issues. This has enabled us to free up the previous in-house team members to take on other roles in the business, so a massive win-win

How effective was the workflow between your team and theirs?

They are always ready and willing to talk to us and to communicate with us and reach out proactively to check in regularly. Right now, we are looking into expanding our support team with them, so we are very happy with their services

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

We're impressed by how they connect with different customers and find a way to approach every request.

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

Our company has a LOT of complexity to the product, so that is something the in-house team could deal with better - but it's not something we expected of an outsourced team, they picked up on a lot of things better than we had anticipated.

BACKGROUND

Please describe your company and your position there.

I am a  Manager at a company that provides a solution to pre-screen visitors, advance guest credentials, and let people into the workspace based on predetermined conditions.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SupportYourApp?

We started working with SupportYourApp because we wanted a professional support provider to work with our customers, their questions, and their issues. This would help us streamline our processes and provide us with more time to focus on our development and growth.

SOLUTION

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

We selected them after having found their website online. We then connected with their Business Development department which provided us with all the information we required at the time. We took some time to consider other options, but nothing came close to the service SupportYourApp offered to provide us with.

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

We first connected with the Business Development department. After we signed everything, we started communicating with their Integrations department. Its representatives helped us set up all the communication systems. Then our main POC became our Service delivery manager who helped us connect with the support team and provided us with all the necessary information about the team’s performance and well-being.

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

Business development team. Integrations team, CCO, and Service Delivery team.

RESULTS & FEEDBACK

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

We have customer support in 3 time zones. This helps us to always stay connected with our customers which have reflected in the CSAT.

How effective was the workflow between your team and theirs?

Everything is always done on time, and there are no interruptions in the service provision.

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

How they are always able to extend our team with the right people.

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

No

BACKGROUND

Please describe your company and your position there.

I am an executive at a B2C IT company. We provide a solution for migrating messenger data from one device to another.

OPPORTUNITY / CHALLENGE

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

SupportYourApp helps our users resolve issues during the installation process and in case they have any issues while they use our software. We wanted to have personalized customer support. We were also looking to boost our sales and improve our flow overall.

SOLUTION

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

We started out with several companies that we were talking to. We carefully weighed all the options and all the propositions. In the end, we decided to select SupportYourApp because of their experience in supporting tech businesses and because of their willingness to adapt their services to our needs and possible future requirements. We also liked communicating with them — they were very friendly and had a deep understanding of our needs.

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

We do not have a large communication flow, but we do have coverage from Monday to Friday, starting from 9 AM to 5PM. Our agent communicates with our customers via chat and emails.

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

We have 1 English-speaking consultant on our team. As I said, we do not have a large flow, so 1 dedicated consultant satisfies our needs perfectly right now.

RESULTS & FEEDBACK

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

Since we started working with SupportYourApp, our support system has been improved and our customers get professional help for their every ticket.

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

We are very satisfied with the workflow between us and SupportYourApp. They are always very glad and ready to help us.

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

Their approach to team training.

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

Not that I can think of right now.

BACKGROUND

Please describe your company and your position there.

We are a B2B company that develops software solutions for dry cleaners and laundry services. My position is Head of Customer Success.

OPPORTUNITY / CHALLENGE

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

We hired SupportYourApp for their team to take care of our customer support.

SOLUTION

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

We selected SupportYourApp after having conducted an online research. We were most attracted to their attention to detail and their willingness to go the extra mile and make sure our customers were 100% satisfied with our and their services.

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

We have 24/7 coverage. Our 5 shared agents provide our customers with support over phone and email. We are also planning to launch chat support in the near future. The communication is fully conducted in English. The team can also sometimes escalate the inquiries to us (in case the resolution needs the attention of our development team).

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

I worked with one of their sales agents and he was absolutely brilliant. The process was quick, reassuring and efficient.

RESULTS & FEEDBACK

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

After we relayed our customer support to SupportYourApp, we were able to focus on our internal processes and our business growth. We are also sure that our customers are taken care of.

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

We communicate mainly over Slack and have weekly meeting with them to discuss performance. Answers are always good and quick.

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

The initial ramp-up was extremely fast, and new agents caught on to what they were supposed to do extremely quickly. The way their processes are set up is great.

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

Not for now.

BACKGROUND

Please describe your company and your position there.

I am a Department Head in a company that develops an online platform for gatherings, events, and team buildings.

OPPORTUNITY / CHALLENGE

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

SupportYourApp provides us with real time customer support. If users have difficulties while using our platform, they contact the support team via chat, and get their issues resolved and their questions answered.

SOLUTION

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

This vendor was chosen before I started working for my company

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

We have dedicated members of the SYA team working for us nearly 24/7. The agents are speaking with our users via chat in real time through a platform called intercom. There are 5 English-speaking consultants on our team. They provide us with 4 hours of dedication per their 8-hour shifts. They can also always reach out to us through Slack if they need to escalate tough issues.

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

I work primarily with Artem, our account manager, and he's fantastic. He's very communicative and I trust that he has our satisfaction in mind. The whole team is great though. We have a slack channel to communicate with all 5 members of the SYA team, and they are very friendly and responsive.

RESULTS & FEEDBACK

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

One of our key metrics is response time. We've consistently seen a response time of under 1 minute while working with SYA.

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

We use Slack and Intercom to organize ourselves

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

Every member of the team is hardworking and great at their job, but also really fun! We have monthly meetings to give updates and spend time together.

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

I wish our team had more time to create training and guides to make the SYA team's job even smoother. We hope to do this as our team grows!

BACKGROUND

Please describe your company and your position there.

I am a CS Manager at a B2C company that provides international consumers with nutritional products.

OPPORTUNITY / CHALLENGE

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

The SupportYourApp team provides us with data coordination and customer support services.

SOLUTION

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

We wanted a professional support and back-office team to help us properly set up and maintain not only our customer support, but to help us with our knowledge base and perfect our order process.

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

Our support team provides support 5 days a week, 20 hours a day. All our support agents communicate with our customers via tickets gathered by the ticketing system. With the specificity of the industry we operate in, our team also includes a support agent who has outstanding knowledge of the medical field. This helps our customers get proper documentation and information about our products.

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

We have 5 English-speaking dedicated consultants from 5 different countries: Ukraine, Serbia, UAE, Turkey, and Egypt. All our support agents communicate with our customers via tickets gathered by the ticketing system. With the specificity of the industry we operate in, our team.

RESULTS & FEEDBACK

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

We are very pleased with the outcome of our cooperation with SupportYourApp. They are dedicated to providing us with the exact services we need, and their team is always willing and ready to cooperate.

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

Communication through agents has been held over Slack and the tickets are solved on Freshdesk. Our response time is of 24/42 hours and agents receive weekly task and duty organisation.

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

I like their extensive expertise in the field of customer support.

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

Our team fits us perfectly.