SupportYourApp

BACKGROUND

Please describe your company and position.

I am the Customer Support Team Lead of Optibus

Describe what your company does in a single sentence.

Optibus leverages a robust combination of artificial intelligence, advanced optimization algorithms and distributed cloud computing to make public transportation smarter, better and more efficient – and ultimately nourish freedom of movement and sustainable cities. 

OPPORTUNITY / CHALLENGE

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

• We needed someone to monitor critical customer requests 24/7.
• Our business began to grow, and we didn't have the capacity to handle the increasing volume of requests.
• We needed agents to support the companies we acquired.

SOLUTION

How did you find SupportYourApp?

Referral

Why did you select SupportYourApp over others?

• Pricing fit our budget
• Good value for cost
• Referred to me

How many teammates from SupportYourApp were assigned to this project?

7 dedicated consultants + 5 consultants in 24/7 shared team.

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

At first, we hired a 24/7 team with 2 hours of dedication to monitor incoming 'Critical Oncall' support cases. Then, we decided to hire dedicated consultants to handle support cases for our products, and for 2 companies we acquired. The dedicated team grew from 1 consultant to 7 consultants in 2 years.

RESULTS & FEEDBACK

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

1. Increased CSAT.
2. Reduced resolution time of support cases raised by Enterprise customers due to the dedicated support service these customers received from the dedicated SupportYourApp consultants.

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

We have monthly sync calls with the SDM, as well as communication via Slack and email regarding ongoing questions. The relationship is warm, yet professional. The service provided by SupportYourApp is quick and delivered with much care and a personal touch.

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?

1. Dedication of the management team.
2. Professionalism and dedication of the dedicated consultants.
3. Flexibility of the services.

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

Streamline the hiring process for consultants.

BACKGROUND

Please describe your company and position.

I am the Director of Customer Experience & Operations of Sensibo

Describe what your company does in a single sentence.

Smart Home Climate Control - Smart AC

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire SupportYourApp to accomplish?
We engaged SupportYourApp to address the challenge of scaling our customer support operations as our business grew. Our primary goals were to improve response times, enhance the quality of customer interactions, and ensure that we could handle an increasing volume of inquiries without compromising on service quality. We also needed to maintain high levels of customer satisfaction while freeing up our internal team to focus on core business activities.

SOLUTION

How did you find SupportYourApp?

Online Search

Why did you select SupportYourApp over others?

• High ratings
• Good value for cost

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.

SupportYourApp provides comprehensive customer support services, including handling inbound inquiries through multiple channels such as email, chat, and social media. Their scope of involvement included: 

• providing technical support
• assisting with customer onboarding
• managing our CRM system
• collecting and analyzing customer feedback

They also played a crucial role in developing and maintaining a knowledge base and implementing quality assurance processes to ensure that all customer interactions met our standards.

RESULTS & FEEDBACK

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

The impact of SupportYourApp’s engagement was significant. We saw a marked improvement in our customer satisfaction (CSAT) scores, which increased by 10% within the first six months of the partnership. Additionally, our average response and resolution times were reduced by more than 50%, leading to quicker resolutions and happier customers. Overall, these metrics demonstrate a clear enhancement in our customer support operations.

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

SupportYourApp excelled in project management. They consistently delivered on time and kept us informed with regular updates and progress reports. Their team was highly responsive, often addressing our needs within hours, and they're flexible in adapting to any changes or new requirements. Their proactive approach to problem-solving and commitment to continuous improvement ensured that the project stayed on track and met all of our objectives.

What was your primary form of communication with SupportYourApp?

Virtual Meeting

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

SupportYourApp demonstrated strong project management throughout the duration of the engagement, ensuring that deliverables were consistently met on time and often exceeded expectations.

Overall, SupportYourApp’s project management is exemplary. They consistently delivered items on time, responded quickly and effectively to our needs, and maintained a high level of communication and professionalism throughout the project. Their ability to manage the project efficiently while being flexible and responsive contributed significantly to the success of our partnership.

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

None

BACKGROUND

Please describe your company and position.

I am the CEO of Blueheart

Describe what your company does in a single sentence.

We are a team that develops a relationship and social anxiety therapy app.

OPPORTUNITY / CHALLENGE

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

• We needed a professional support provider.
• We wanted our customer inquiries to be answered and resolved in the fastest time possible.

SOLUTION

How did you find SupportYourApp?

Referral

Why did you select SupportYourApp over others?

• High ratings
• Pricing fit our budget
• Good value for cost

How many teammates from SupportYourApp were assigned to this project?

1 Employee

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

We started working with SupportYourApp after we had understood our need in a professional support team. Right off the bat, they provided us with 1 support consultant who handled our email customer communication. Today we have 1 consultant as well who works with the Zendesk system and answers our customers’ emails. They are also handling some QA and have helped us create a knowledge base.

RESULTS & FEEDBACK

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

We now have a professional support team, QA specialists, a customer-oriented knowledge base, and are getting ready to implement another layer of customer communication — via app store responses. These are the elements we didn’t have before we started working with SupportYourApp.

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

The SupportYourApp team is very professional. They are always delivering the promised results on time. Our communication is on-point. We enjoy collaborating with them very much.

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?

We're impressed with their dedication to helping us achieve our goals whenever they can or whenever we need them.

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

Nothing that comes to mind.

BACKGROUND

Please describe your company and position.

I am the CEO & Founder of Sirin Software LLC

Describe what your company does in a single sentence.

R&D service provider in the field of IoT solutions

OPPORTUNITY / CHALLENGE

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

• We needed a professional customer support team that could provide multichannel support
• We needed a team that would speak multiple languages
• We wanted to delegate our support to a reliable provider to spare resources for priority tasks

SOLUTION

How did you find SupportYourApp?

Referral

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?

6-10 Employees

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

Customer support was provided via chat, email, web form, and phone. Operating languages were English and Japanese. Our coverage was from Sunday to Friday, 7 am – 3 pm EET. The team integrated with our CRM system and provided timely reports on performance. A dedicated consultant responded to our customers’ requests, escalating more complicated questions directly to our team. SupportYourApp performed QC and communicated with us proactively

RESULTS & FEEDBACK

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

Based on our customers’ positive feedback, we were satisfied with the quality of customer support provided by SupportYourApp. In the meantime, we were able to focus on strategic tasks.

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

During our collaboration, our responsible manager was always there for us to report on the progress and answer all the questions we had

What was your primary form of communication with SupportYourApp?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

They had quick, professional, and proactive communication from the very start. 

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

The service was quite sufficient, can’t really point anything out

BACKGROUND

Please describe your company and position.

I am the Head of Customer Success of Stellar Development Foundation

Describe what your company does in a single sentence.

We run a noncustodial wallet built on the Stellar blockchains. We run 2 wallets. The first one is a core version, and it targets users in the US and Argentinian markets. The second one is an aid version that is designed to help people in need to receive financial aid through the wallet. The aid is usually paid by aid relief organizations. Currently, this version operates only in Ukraine.

OPPORTUNITY / CHALLENGE

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

• We needed to ensure that Ukrainians who received financial help from aid relief organizations get a smooth user experience. We wanted to provide top-notch customer service to make sure they receive quality support at every step of the way.
• As our project constantly grows and expands to new markets, we want to make our users receive not only high-quality products, but also high-quality customer support. After having worked with the Ukrainian part of the SupportYourApp team, we were sure that they were a good fit for us, so we expanded our support with agents in Latin America.

SOLUTION

How did you find SupportYourApp?

Online Search

Why did you select SupportYourApp over others?

• High ratings
• Great culture fit
• Company values aligned

How many teammates from SupportYourApp were assigned to this project?

6-10 Employees

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

SupportYourApp provides us with a big team that includes a Team Lead and a Quality Assurance professional. They focus exclusively on Ukrainian users and provide support via chat, email, and over the phone. After we started growing and expanding, we decided to also hire a team for our core product.

Right now, we have 3 additional people (including an additional Team Lead) who focus on our users from Argentina and the USA only. They take care of email customer communication and deal with customer journey optimization. They also create guides, visual instructions, make suggestions, and create internal documentation.

RESULTS & FEEDBACK

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

We set up 2 support teams that can now help our customers resolve any issues they may have.

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

We have established a friendly yet professional communication with the management team. We message in Slack and have online meetings with our Service Delivery Manager. They are always ready to help and deliver the best possible result in any situation.

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?

We are very satisfied with them overall. They are always ready to provide us with any information we need and communication with them is always a pleasure.

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

Not right now. We are very happy with them.

BACKGROUND

Please describe your company and position.

I am the Director of a consumer products & services company

Describe what your company does in a single sentence.

We are a premium gift and accessories brand with heritage dating back to 1897. We are based in Scotland, where we manufacture and from where we ship direct to customers around the world via our international websites.

OPPORTUNITY / CHALLENGE

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

We needed a reliable partner that would help us with our arising support needs.

SOLUTION

How did you find SupportYourApp?

Online Search

Why did you select SupportYourApp over others?

• High ratings
• Great culture fit
• Good value for cost

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.

We started off with a shared support team, but later decided to switch to a Dedicated model to have better coverage. The team now works 7 days a week, 14–22 hours a day. 3 SupportYourApp agents cover phone and email for us.

RESULTS & FEEDBACK

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

The remote team is now well-integrated into our processes and functioning effectively as an integral component of our service to customers.

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

Initially things were quite difficult, but after better aligning their services to our requirements we now have a very effective ongoing working relationship.

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?

They are responsive when things go awry, they are committed to the relationship succeeding, and they're proactive when we express concerns. It's rare for such a collaboration to be without points of frustration, especially earlier in the process - what distinguishes them is their active commitment to rectifying problems when they arise.

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

In our case, I would like to have had better trained consultants on our project from the get-go.

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!