SupportYourApp

BACKGROUND

Introduce your business and what you do there.

I’m an executive of a company within the hospitality space. We own vacation rentals in Europe and the Middle East.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SupportYourApp?

As we’re in the hospitality industry, a lot of our work involves communicating with guests. We worked with a communication center but realized we overpaid for their services. We also lacked in-house expertise in communications and decided to look for another third-party vendor.

SOLUTION

What was the scope of their involvement?

SupportYourApp provides agents who communicate with our guests via phone calls, emails, and messages through our application. Their team takes care of the whole customer journey from reservations to post-date communications. There’s also a sales aspect of their responsibilities. To make reservations, they collect financial information from guests and take care of payments.

What is the team composition?

We had 11 agents but reduced the number to eight because of COVID-19. Their team includes an account manager.

How did you come to work with SupportYourApp?

We conducted robust research and interviewed over 20 companies. In the end, we chose SupportYourApp.

How much have you invested with them?

We spend between €12,000–€13,000 (approximately $13,900–$15,000 USD) a month.

What is the status of this engagement?

We started the engagement around October 2019, and it’s ongoing.

RESULTS & FEEDBACK

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

I’m happy with the quality of their work. We can happily say that we now have communications expertise. Their agents continuously learn and adapt to our business needs. They also advise us on changes to make. Their team's service-oriented, and we’re happy to work with them.

How did SupportYourApp perform from a project management standpoint?

We treat them as part of our team because their function’s essential to our organization. We communicate daily, and there’s a person in-house who manages the communication center. I touch base with the account manager and the company’s CEO about once a month. If there’s a topic we need to discuss, they’re available.

What did you find most impressive about them?

SupportYourApp has two stand-out qualities. One is their professionalism. They’re experts in their field. Communication’s essential to us, so their professionalism eases any concerns we could have. The second quality is agility. They’re able to change on an ongoing basis. For example, their team reacted and worked with us to maximize our value during the COVID-19 pandemic.

Are there any areas they could improve?

No, I’m happy with the relationship.

Do you have any advice for potential customers?

Understand the scope of work and the processes that scope may entail. Also, work with them to optimize the relationship.

BACKGROUND

Introduce your business and what you do there.

I’m the CTO of an ad-blocking software service.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SupportYourApp?

We needed a company that could provide customer support.

SOLUTION

What was the scope of their involvement?

SupportYourApps provides customer support. They underwent an educational stage before working with us, which has improved the overall experience for our customers. They answer calls and emails, and they do live chat support. The team even has access to our internal bug tracker, and they file bug reports on their own. They sometimes analyze the app logs and try to figure out what the problem is.

What is the team composition?

They have an account manager that works with us. If I have a question, I usually talk to their CEO, and she’s quite helpful.

How did you come to work with SupportYourApp?

We met with the CEO. We liked her presentation, so we decided to work with them.

How much have you invested with them?

My company spends $15,000 monthly.

What is the status of this engagement?

We started working together in December 2015, and the work is ongoing.

RESULTS & FEEDBACK

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

They offer our customers frontline support. They don’t just use scripts; they really try to understand what it is they’re supporting. All of the support agents understand our apps and the problems that we have. Sometimes, our customer’s issues don’t even get elevated to the second level. 

There have been a lot of benefits to bringing them on and adding phone support. We’ve seen a significant increase in the conversion rate and overall customer satisfaction. It’s important that we’re able to provide 24-hour support because we have a lot of customers in Asia, the United States, and Europe who are all in different time zones. 

How did SupportYourApp perform from a project management standpoint?

I’d give them a 4 out of 5 for project management. My company’s head of support is the one who communicates with them. We’re happy with the current account manager. There are no problems with changing the account manager if we want to. We’ve worked with three different account managers, two of whom we were quite happy with; the other one wasn’t necessarily bad but wasn’t as good as the other two.

What did you find most impressive about them?

Companies generally offer to provide outsourced or in-house support services. I’ve found that outsourced support is generally lower quality than in-house, but it’s more expensive to do it in-house. SupportYourApp provides the same quality of services as if they were in-house, but for a more cost-effective rate. We’ve saved a lot of money by using their services rather than trying to build in-house support.

Are there any areas they could improve?

Some things could be better, but I don’t have anything specific to mention.

Do you have any advice for potential customers?

If you want a good quality support service, you should definitely engage SupportYourApp. It would be beneficial to connect with the CEO because she is very involved and wants to provide the ideal service.

BACKGROUND

Introduce your business and what you do there.

I’m the head of customer relations service at MacPaw Inc. We develop software for Mac and Windows.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SupportYourApp?

We needed help with support and chatbot development.

SOLUTION

What was the scope of their involvement?

They’re doing several jobs for us. They organized the support functionality at our company and set up a call center. They take phone calls, answer emails, and also do chats. They also handle our service-level agreements (SLAs). They have their own CRM system that handles calls and some emails, and then they also use Zendesk and Intercom on our side. 

They’re currently working on building out a chatbot. They’re supporting two different projects for us. We’re growing our business with them.

What is the team composition?

There are 35–40 people and two teams. Some of them are support engineers who offer the highest level of support, and some of them are first-level support for easier tasks.

How did you come to work with SupportYourApp?

We found them online. Since they are in the same city as us, we were able to meet, get acquainted with each other, and start cooperating.

How much have you invested with them?

We’ve spent over $1 million.

What is the status of this engagement?

We started working together in 2012, and the work is ongoing.

RESULTS & FEEDBACK

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

We have a 95% satisfaction rate for answering customers. Our average speed of answer is 18 seconds over the phone and 30 seconds over chat, which is great considering how many customers we have. 

Together, we’ve set up the highest level of support engineers on their side. Those engineers are communicating with our engineers to constantly improve software functionality. We’ve done several optimizations of our email handling flow due to their feedback. We’ve optimized the chats several times due to their feedback as well.

How did SupportYourApp perform from a project management standpoint?

They’re great at managing the work. I don’t know if they use any project management tools on their side; we don’t on our side. We communicate via Slack and email.

What did you find most impressive about them?

They’re flexible and have the ability to adapt to any new changes, challenges, and improvements. When we wanted to launch a new team to handle a new type of request, they set up a new team for us in less than a week. We fully educated the team and started working in a week, which was really impressive. They’re ready to perform actions quickly.

Are there any areas they could improve?

They’re doing really great. They’re constantly improving.

Do you have any advice for potential customers?

Anyone who wants support services that can be launched really quickly should go with SupportYourApp. You won’t have to wait months to hire a local support team; you can start within a week with the external team.

BACKGROUND

Introduce your business and what you do there.

I’m the chief customer officer of a company that provides AI solutions for natural language processing. This includes chatbots and other services for companies wishing to improve their customer experience.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SupportYourApp?

We’re a startup, so we needed a team of people who could communicate with our customers and handle pre-sales work. It was our goal to have our hobbyists become our customers.

SOLUTION

What was the scope of their involvement?

They handled pre-sales and customer support. Their team communicates with our clients through chat and email.  

What is the team composition?

There about five people on their side communicating with our clients.

How did you come to work with SupportYourApp?

We were browsing through the market for companies that specialize in customer service. They were one of the top-ranking companies on Google, so we decided to go with them. 

How much have you invested with them?

We spent about $7,200 each month for their whole team. 

What is the status of this engagement?

We started our work in January 2019, and we’re still working together.

RESULTS & FEEDBACK

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

Whenever we have a new client come through one of our channels, we ask them how they found our company. About 20% of our customers have found us through their sales work. Additionally, our customers often comment about the quality of their support, showing high engagement. They also leave us reviews that show they’re happy with our customer experience.  

How did SupportYourApp perform from a project management standpoint?

We have a dedicated project manager. That means that all of our communication goes through them rather than us directly addressing the team. The send us reports on a monthly basis and pass on all feedback. I’ve enjoyed keeping the communications centralized.  

What did you find most impressive about them?

We had a seamless integration process during which they offered us their CRM solution. That was a fantastic integration experience. Their ability to deliver is great as well. They’re extremely responsive, and we’re confident that our customers are getting personalized service. Their personal touch and approach make them feel like they’re talking to a person, not a robot. They’re not only efficient, but they go the extra mile to personalize. 

Are there any areas they could improve?

We’ve been able to solve all of our issues on the go. Everything has been very manageable so far.

Do you have any advice for potential customers?

They do a great job but make sure that you’re clear with your needs and goals. That will help them allocate the right resources to the project. For instance, we wanted to prioritize technical skills over soft skills, and they were able to find employees that met those requirements.

BACKGROUND

Introduce your business and what you do there.

I’m a senior manager at a mobile finance and payment platform. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SupportYourApp?

We were looking for multilingual 24/7 customer support. We also wanted a partner that could scale up with us as our company grows. 

SOLUTION

What was the scope of their involvement?

They worked remotely from the SupportYourApp offices to provide customer service support to our users. 

What is the team composition?

We had both dedicated and shared customer support agents. At present, there are eight people on the team. 

How did you come to work with SupportYourApp?

I was referred to them by multiple friends. I interviewed several other vendors, but I chose SupportYourApp based on the anticipated level of service and price. 

How much have you invested with them?

We spend about $15,000-$20,000 each month, so we’ve invested between $45,000-$60,000 so far. 

What is the status of this engagement?

We started our ongoing engagement at the beginning of 2020. 

RESULTS & FEEDBACK

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

Initially, I was skeptical of working with outsourced providers. However, I’ve been impressed with the work they’ve done thus far. They grew the team quickly and easily met our expectations.  

How did SupportYourApp perform from a project management standpoint?

Their project management was great. We had a dedicated project manager that assisted with recruitment, integration, and process management. We used Zoom, Google Hangouts, and Slack to communicate with them. Our team also used Trello to manage the project. 

What did you find most impressive about them?

I’m impressed with the level of service. It was important for us to provide high-quality service to our customers. They’re dedicated to servicing us and our customers. 

Are there any areas they could improve?

While ideally, it would be nice if the price was a bit more affordable, but the quality of their work makes it a worthy investment. 

Do you have any advice for potential customers?

I recommend being transparent about your timeline and expectations. It’s also important to be prepared and organized. 

BACKGROUND

Introduce your business and what you do there.

I’m the CEO for Waverly Labs.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SupportYourApp?

We had an influx of customer support needs and requests, and we needed help addressing them. Our internal team wasn’t adequate enough.

SOLUTION

What was the scope of their involvement?

We used Zendesk. We needed to implement a support process to manage our tickets. Then they went back to find support issues that we overlooked. Then we prioritized different support needs. Then they addressed the press, media, and investor interests. So, the deliverables were regarding our communication strategy and getting on top of everything.

What is the team composition?

We had four—three support reps and an account manager.

How did you come to work with SupportYourApp?

They were referred to us through a community we’re involved with.

How much have you invested with them?

It has fluctuated with the size of the team and our needs, but I would estimate that we’ve spent $120,000.

What is the status of this engagement?

We started working together in April 2018 and it’s ongoing.

RESULTS & FEEDBACK

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

We don’t use any metrics to measure productivity or performance for this relationship. It was a smooth transition. Since working with them, we’ve seen  a big improvement compared to what we were doing previously.

How did SupportYourApp perform from a project management standpoint?

We had an account lead that communicates tasks between myself and the people assigned to our project. They also disseminate that across the support team. When we need it, we use Asana. We used Slack for communication in general, and when we onboarded them, it gave them broader access to our teams. That smoothed communication very well.

What did you find most impressive about them?

Their ability to respond to support tickets in general. That’s their strength.

Are there any areas they could improve?

I can’t think of anything that stands out. All things considered, they managed tasks and performed well.

Do you have any advice for potential customers?

Share your processes and technology across their team, so they can fully onboard and understand what support needs you require. That alleviates and smooths the communication process.

BACKGROUND

Introduce your business and what you do there.

I’m the lead product specialist for an employee training SaaS platform.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SupportYourApp?

We had an in-house support team, but we also needed to provide support to our customers on a 24/7 basis. We decided to look for an outsourcing staff augmentation service.

SOLUTION

What was the scope of their involvement?

We interviewed their agents before training them on how to provide support for our customers. If their request is more sophisticated or requires more technical knowledge, they will escalate the requests to our in-house software team. They do only inbound calls for us.  

What is the team composition?

Currently, we’re working with three agents.

How did you come to work with SupportYourApp?

We found different companies online. We chose SupportYourApp because they seemed like a great candidate. Their website and reviews were positive.

How much have you invested with them?

Each month, we spend $6,000.

What is the status of this engagement?

Our ongoing engagement with SupportYourApp started in October 2017.

RESULTS & FEEDBACK

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

I provide biweekly statistics to SupportYourApp for their agents. They use those statistics to check their metrics that include first-time reply and how many tickets were solved. I’m happy with their work; it’s been great.

How did SupportYourApp perform from a project management standpoint?

At first, we were involved with them a lot during the whole set up of the process. They keep us updated to train any new agents that come on board. As time goes by, we don’t have that many calls with them because everything works very. Since we’re in a good place, no calls are required, unless an incident comes up.

What did you find most impressive about them?

Their efficient workflow really works.

Are there any areas they could improve?

There’s nothing we need to be done differently. Their team fits perfectly.

Do you have any advice for potential customers?

Clients should be clear on what type of customer support service they’re looking for in order to not confuse needs with the actual result. Once you put in place what it is you want, their team will work on adjusting their services in order to accommodate your needs.

BACKGROUND

Please describe your company and your position there.

SignEasy is the simplest and fastest way to sign and get documents signed from smartphones, tablets and the web. I am the Head of Customer Experience at SignEasy, which oversees Customer Support and Customer Success.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SupportYourApp?

We hired SupportYourApp to product customer support to our extensive user base. They provided us with a team of 2-4 support agents to serve our customer support ticketing system.

What were your goals for this project?

Grow our Support team and respond to customers within our set KPIs - response times, resolution times, etc.

SOLUTION

How did you select this vendor?

Our COO previously worked with SupportYourApp or knew of them, and recommended them.

Describe the project in detail.

We hired SupportYourApp to product customer support to our extensive user base. They provided us with a team of 2-4 support agents to serve our customer support ticketing system.

What was the team composition?

3 agents from SupportYourApp, 2 were based in Ukraine and one in the Philippines.

RESULTS & FEEDBACK

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

With all the agents working on the team, we were able to drastically improve all of our key performance indicators. Our average first response time was dropped under 1.5 hours, our average resolution time dropped under 12 hours, and our customer satisfaction scores were higher than ever.

How effective was the workflow between your team and theirs?

The SYA agents were part of our family and worked seamlessly with our team. They are participated in the weekly team sync as well as the weekly reporting requirements.

What did you find most impressive about this company?

The founder is very involved and in touch with customers, and we felt that we were well taken care of. Additionally, the speed with which the account managers are able to find talent is really incredible.

Are there any areas for improvement?

Would be ideal to have SYA asking us for our own company KPIs and keeping their agents accountable to these KPIs from their internal side as well. Also, it would be great to have the full extensive list of services and tasks that the agents can help us with, so that we know if we are taking advantage of everything.

BACKGROUND

Please describe your company and your position there.

I am the founder of GoCodes. We provide a complete asset & inventory tracking solution that harnesses the power of cloud-software, mobile apps and patented QR code labels. Our easy-to-use software is used by thousands of customers all over the world to track and manage their assets and inventory.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SupportYourApp?

We needed help augmenting our sales and support team with highly skilled and passionate professionals. We needed an organization that would be able to scale with us as we grow.

What were your goals for this project?

The goals for this project were in 3 months to create a cost-effective and highly skilled staffing solution that would enable routine customer sales and support services to be provided efficiently and with high quality.

SOLUTION

How did you select this vendor?

We searched and evaluated a range of options and companies for this challenge and SYA stood out as the most passionate and engaged partner.

Describe the project in detail.

Once we selected SYA, we went through the process of selecting the right staffing resource. Next we moved onto capturing and documenting key tools and processes that would be required, implementing them and then training the team on the skills required to support customers whether it be through the sales process or with support questions.

What was the team composition?

I was assigned an account managed and project manager who helped guide us through the process. We continue to have excellent account management support.

RESULTS & FEEDBACK

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

Within 3 months, over 80% of sales and support requests were able to be addressed directly by SYA. By creating the tools and processes we are now able to add additional resources when the need arises.

How effective was the workflow between your team and theirs?

All team members were very easy to work with and always looked for ways to address all questions and concerns in a flexible manner even if they did not fit their existing practices well.

What did you find most impressive about this company?

They are truly committed to supporting the customer at all levels. They are highly engaged and always strive to find the best solutions to challenges.

Are there any areas for improvement?

Nothing specific.

BACKGROUND

Introduce your business and what you do there.

Sogro helps small businesses, startups and bloggers grow on social media. We've been in business for a few years, working with over 1,200 accounts. We focus solely on organic growth for social media, helping users at any level start driving more targeted traffic. We leave content in control of the users and solely focus on growth; this allows us to have a lower price point than a full-service social media management company and also to work with users of all business sizes. I am the founder of the company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SupportYourApp?

I have grown Sogro out of my dorm room, so I was handling every single support ticket by myself. As we started to scale, this became nearly impossible to handle, so I started looking for not just a company to hire but also to find a process for managing a digital business. I didn't have an office space, so I couldn't bring in someone locally for support. The company needed to be remote and experienced in the field to provide an easy transition.

I was always a little skeptical about outsourcing customer support, given that we are a service business. Working with people is our whole business, so we can't operate if this isn't handled correctly. I wanted to make sure that the partner firm would understand everything that went into our process.

SOLUTION

What was the scope of their involvement?

SupportYourApp has been able to follow instructions for our support process as well as give me directions on expanding it and making it more worthwhile. We work on different platforms and communicate on Skype and through email. 

How did you come to work with SupportYourApp?

I discovered SupportYourApp on Product Hunt. I was looking around for help from either freelancers or agencies and saw SupportYourApp's ad. I contacted their founder, had a great conversation, and decided to move forward.

How much have you invested with SupportYourApp?

The cost of SupportYourApp's services is around $2,300 per month for 7-day support. The price was a bit lower at first since we were only using 5-day support. As my company scaled, I started needing more coverage.

What is the status of this engagement?

We started working with SupportYourApp in January 2016. The work is ongoing.

RESULTS & FEEDBACK

Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?

SupportYourApp sends me year-end reviews for my support tickets. Other than this, I have gauged their effectiveness through my churn rate and the growth of the company. We have been climbing uphill, while our support needs have been going down; so from a founder's perspective of doing support personally, I have appreciated being able to focus on my company and not worry about having too many users.

How did SupportYourApp perform from a project management standpoint?

I've worked with a project manager from SupportYourApp. He onboarded me into their company and created a Skype group which I can use for any questions outside of the scope of regular services. If I have questions about our CRM, for example, SupportYourApp's team will be there for me. My manager has overseen the team's performance and availability, which gives me peace of mind.

What did you find most impressive about SupportYourApp?

SupportYourApp's communication skills are impressive, which is a huge topic for a support company. If I ever have any questions, I can go to my contact and have it answered. SupportYourApp has listened to our customers' suggestions and relayed them to me, so the service is paying for itself.

Are there any areas SupportYourApp could improve?

At first, I wasn't sure how using a specialized firm could work. SupportYourApp's team has had some turnaround, but they've handled the training process by themselves. I've only trained the first users; that information has been recorded and expanded since. I wasn't sure in the beginning if this could work and thought that I would have to keep training people, but it hasn't happened.

What tips or recommendations could you share that might increase the likelihood of success with SupportYourApp?

I would make sure I had a clear understanding of what I was looking for out of the support team. This always changes, but having a document to present to SupportYourApp is important. Once the work gets going, they need to understand their role and maintain open lines of communication. A hands-on relationship with customers is extremely important for the growth of a business. |