SupportYourApp

BACKGROUND

Introduce your business and what you do there.

‎Softorino is a software development company that creates products for the Mac and Windows platforms. We solve a few big problems which not many competitors can do. The company was started in 2011, building small Windows utilities. Our most popular products include WALTR, WALTR 2, and iBetterCharge. They allow users to put content on iOS devices without the use of iTunes. iBetterCharge and WALTR were released in 2014, which is when we started getting many more users. We have 10 people working in our small team. We want to increase that number, looking for candidates who can solve things in the shortest time possible.

I am the marketing director of the company. I am also one of the people behind our products. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SupportYourApp?

We release products for Windows and Mac computers. Users have to go through small tutorials for their use, but many of them cannot find their way around issues. They may also be looking for particular solutions that can be provided by our product but aren’t presented in an obvious way. We had received various requests, too many for our team to handle alone, so we saw a need for a group which could work for us 24/7. We reached out to SupportYourApp for support on this front. 

SOLUTION

What was the scope of their involvement?

SupportYourApp provides the technical customer support part of our company, taking care of all general, pre-sales, and technical questions that we've trained their team to answer. SupportYourApp has its own CRM system which allows us to review what the agents are doing, what ticket they're answering, and comment on what is or isn't okay for them to do. Team members can also leave their own requests for anything they have trouble with. The system is built very well.

How did you come to work with SupportYourApp?

SupportYourApp has offices in Kiev, Ukraine, near our company. We knew them and visited their headquarters many times. We thought that using SupportYourApp's support team would be a great solution. We tried them out and found that users from all over the world have been happy with the service.

How much have you invested with SupportYourApp?

The cost of SupportYourApp's services is around $2,500 per month, which comes to between $30,000 and $50,000 over the last 3 years.

What is the status of this engagement?

We started working with SupportYourApp in 2013, but most of our tickets started coming in in 2014 after WALTR was released. 

RESULTS & FEEDBACK

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

We know how to build and market our software. We've received great responses from the media and people have loved our apps. Since we are developers, we have concentrated on creating and marketing our product. When we started seeing many requests from customers, we couldn't always be there to answer them, especially during our free time. SupportYourApp has taken care of this, allowing us to concentrate on the development of the product. They did this with fast responses, which we couldn't have done without working during weekends and on holidays.

One of our initial requirements was for SupportYourApp's team to answer any inquiry as quickly as possible, within no more than an hour. We didn't want customers to be waiting for replies and felt that they should be speaking to humans, not robots. As a result, SupportYourApp's trained its entire team to respond to our tickets and customers extremely fast. There are some minor mistakes in their responses at times, but that just shows that there's a human at the other end.

As a result, the feedback we've received from customers has been awesome. Our website is featured on Shopper Approved, where around 85% of feedback is more than satisfied with support. The fact that SupportYourApp provides phone support is excellent. This isn't usually expected from a small company like ours, but it's a good bonus for customers. The people taking calls sound appealing and have good language skills, so we're happy with this as well.

SupportYourApp's work has resulted in a dramatic increase in great feedback from our customers. We hear all the time from customers on Shopper Approved, telling us they've never seen a company with such a fast response time.

How did SupportYourApp perform from a project management standpoint?

SupportYourApp works during weekends and holidays, which is great. We stay in touch with a supervisor who sends us lists of feature requests and popular problems on a monthly basis. This gives us a feel for what we should be developing and fixing next.

Project management had a few highs and lows in the beginning, when the collaboration was new for both of us. SupportYourApp got into the work and, after a while, we found a golden middle ground. SupportYourApp hired a supervisor in charge of a team of dedicated support engineers. We can always reach out to SupportYourApp for any questions.

What did you find most impressive about SupportYourApp?

SupportYourApp is a human team which we were able to meet in person. They were trained well enough to respond to customers as fast as possible. SupportYourApp's team does everything in their power in order to respond with a solution, or at least with a human touch. Our users' requests are taken seriously and the timeliness is perfect.

Are there any areas SupportYourApp could improve?

As the company who actually built the product, we know how it works from the ground up. When customers reach our internal support team, it's usually because SupportYourApp's people don't know the answer. It all comes down to the human factor and experience gained in time. SupportYourApp has progressed in terms of technical knowledge since we started working together.

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

I have recommended them to developer friends, but they've always had to understand that SupportYourApp's business involves real people who need to be trained. They won't know everything right away. SupportYourApp has always been flexible in replacing or retraining resources, but I recommend just bearing with the team and making sure that requests for the process are as transparent as possible.

BACKGROUND

Please describe your company and position.

I am the Director, Workforce Operations & Quality Assurance of Kajabi

Describe what your company does in a single sentence.

Kajabi is a platform that enables entrepreneurs to create, market, and sell online courses and digital content through an all-in-one LMS solution.

OPPORTUNITY / CHALLENGE

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

• Building a reliable support team to handle customer inquiries.
• Ensuring consistent service quality aligned with our standards.
• Continuously improving the team's performance and efficiency.

SOLUTION

How did you find SupportYourApp?

Referral

Why did you select SupportYourApp over others?

Referred to me

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.

We started with a team of 17 consultants, which was later reduced to six due to performance and integration challenges. Following a termination notice, SupportYourApp implemented a retention plan and successfully navigated a trial period. Since then, the collaboration has stabilized, and we are now moving toward a more permanent setup based on improved results. Key deliverables included maintaining support operations, improving performance metrics, and ensuring better team integration.

RESULTS & FEEDBACK

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

One of the key outcomes was successfully completing the trial period after implementing corrective actions. All consultants are now meeting or exceeding the required KPIs, demonstrating clear performance improvement. This turnaround has been a strong indicator of the team's ability to adapt and deliver results.

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

Project management has been smooth and collaborative, with regular meetings involving multiple points of contact. The team has been proactive in addressing performance-related challenges and partnering with us to find effective solutions. Since transitioning to the KAM structure, communication has improved, and we feel our feedback is heard and acted upon.

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?

The level of involvement from the KAM team and their responsiveness to concerns stood out. Their ability to quickly implement changes and drive improved team performance after the action plan was particularly impressive.

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

There are opportunities to further enhance escalation management and time management at the team lead level, along with refining attention to detail. Addressing these areas will help strengthen overall consistency and elevate the quality of service.

BACKGROUND

Please describe your company and position.

I am the Head of Customer Care of AGePe - MyLogistics

Describe what your company does in a single sentence.

Agepe develops ERP software tailored to logistics companies, with a strong focus on niche sectors such as art transport, machinery, and relocation services

OPPORTUNITY / CHALLENGE

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

• Providing consistent, high-quality customer support 
• Reliable handling of customer inquiries across channels

SOLUTION

How did you find SupportYourApp?

Online Search

Why did you select SupportYourApp over others?

High ratings

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 us ongoing customer support via email and phone, ensuring consistent communication with our clients. The team structure remains stable, which helps maintain continuity and service quality. They handle daily support requests, maintaining response standards, and adapting coverage as our needs grow

RESULTS & FEEDBACK

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

The collaboration has resulted in optimized support workflows and a stronger internal knowledge base. The team helps develop better streamlined procedures, which contributes to improved efficiency and higher customer satisfaction. Over time, we’ve seen a more structured and scalable support operation.

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

Project management has been smooth and well-organized. We use Slack for day-to-day communication, email for formal updates, and hold biweekly meetings to stay aligned. The team is responsive, transparent, and consistently delivers on time while adapting quickly to our requests.

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?

The team’s willingness to collaborate and their proactive approach to addressing new requirements. They are quick to respond, open to feedback, and genuinely invest in making the partnership work effectively.

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

At this stage, we haven’t identified any areas for improvement. We maintain close communication with the team, which helps ensure expectations are aligned and continuously met.

BACKGROUND

Introduce your business and what you do there.

I’m the head of support at Lopay, a financial services company. We provide a payment platform for businesses, offering flexible payment options, instant payouts, and low transaction fees. All of this is managed through an easy-to-use app with team and inventory management features.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SupportYourApp?

We needed help scaling our frontline support capacity, improving response times, and ensuring merchants received timely help with everyday issues such as card reader problems, payouts, verification, payment processing, and account access. The goal was to create a more flexible and scalable support model, reduce pressure on the internal team, and allow our support team to focus more on complex escalations, high-value merchants, process improvement, and merchant insight.

SOLUTION

What was the scope of their involvement?

SupportYourApp supports us by handling frontline merchant support activity, helping us manage day-to-day contact volumes and provide timely responses to merchants. The scope of work primarily focuses on first-line support, including responding to merchant queries, troubleshooting common issues, and escalating more complex or sensitive cases back to our internal team where needed.

Overall, SupportYourApp’s role is to provide scalable frontline support capacity, allowing our internal team to focus on escalations, quality, process improvement, and higher-priority merchant issues.

What is the team composition?

We work with 10–15 teammates from SupportYourApp.

How did you come to work with SupportYourApp?

We found them through an online search. We chose them over other options because they had high ratings, their pricing fit our budget, they had a great culture fit, they offered good value for the cost, and their company values aligned with ours.

What is the status of this engagement?

We started working with them in January 2024, and our engagement is ongoing.

RESULTS & FEEDBACK

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

SupportYourApp has helped us increase our frontline support capacity, manage higher merchant contact volumes, and improve consistency in day-to-day support handling. Success has been shown through better coverage during busy periods, reduced pressure on our internal support team, more consistent use of macros, workflows, and escalation routes, improved handling of repeatable first-line queries, faster escalation of complex or high-risk cases, and greater flexibility to scale support resources with business demand.

How did SupportYourApp perform from a project management standpoint?

SupportYourApp’s project management has been structured, responsive, and collaborative. They’re clear on expectations, keep communication open, and work with us to align on processes, training, workflows, and escalation routes. Overall, they deliver in line with agreed timelines and are flexible when priorities or support volumes change. When adjustments are needed, they’re quick to respond and work with us to keep the project moving.

We communicate via in-person and virtual meetings, email, and messages.

What did you find most impressive about them?

SupportYourApp stands out for their flexibility, responsiveness, and ability to quickly understand our ways of working. They adapt well to changing priorities, follow agreed processes, and help us maintain consistent merchant support while scaling capacity.

Are there any areas they could improve?

They’re quick to react when we send requests or raise changes in priority. They’re responsive, flexible, and willing to adapt when we need support with new issues, process changes, or urgent operational asks.

BACKGROUND

Introduce your business and what you do there.

I’m the executive manager of Fourth Estate, a media company. We provide an all-in-one digital platform for online media organizations, streamlining editorial workflows, content management, audience engagement, and monetization to help publishers efficiently manage and grow their digital media operations.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SupportYourApp?

We needed help with HR services.

SOLUTION

What was the scope of their involvement?

SupportYourApp helps us find new employees. The team sources candidates, conducts interviews, and supports us during technical interviews.

What is the team composition?

We work with 2–5 teammates from SupportYourApp.

How did you come to work with SupportYourApp?

Someone referred SupportYourApp to me. I chose them over other options because they had high ratings, their pricing fit our budget, and they offered good value for the cost.

What is the status of this engagement?

We started working with SupportYourApp in May 2023, and our engagement is ongoing.

RESULTS & FEEDBACK

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

SupportYourApp has helped us hire more than 10 people. The team has improved our recruitment speed and the quality of candidates. For example, 100% of the candidates have successfully completed the probation period.

How did SupportYourApp perform from a project management standpoint?

SupportYourApp delivers everything on time. We communicate via in-person meetings, virtual meetings, emails, and messaging apps.

What did you find most impressive about them?

SupportYourApp always does their best for their clients.

Are there any areas they could improve?

SupportYourApp could improve nothing; everything has been good.

BACKGROUND

Please describe your company and position.

I am an executive at Iamfine.com

Describe what your company does in a single sentence.

Iamfine is a daily check-in service that helps families stay connected with elderly relatives living alone. The service automatically calls once a day to confirm everything is fine and notifies loved ones if there’s no response.”

OPPORTUNITY / CHALLENGE

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

• We partnered with SupportYourApp to ensure our users and their families receive timely, compassionate support via calls and emails.”

SOLUTION

How did you find SupportYourApp?

Online Search

Why did you select SupportYourApp over others?

Great culture fit

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 daily customer support for Iamfine through a dedicated agent that assists our users and their families with empathy and professionalism, ensuring smooth communication. Over our 5-year partnership, the collaboration has been very positive — we maintain regular weekly meetings and enjoy a very productive working relationship.” 

RESULTS & FEEDBACK

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

The dedicated agent has built strong relationships with our users, reflected in positive feedback and smooth daily operations.” 

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

We hold weekly meetings to review performance, share feedback, and address any updates or process improvements. SupportYourApp’s structured approach ensures consistent service quality, while the open communication between our teams fosters a strong, long-term partnership.”

What was your primary form of communication with SupportYourApp?

Virtual Meeting

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

“The thing we appreciate most is how caring and empathetic our agent is. They make every interaction with our users and their families warm and personal.” 

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

We’re happy with their services.

BACKGROUND

Please describe your company and position.

I am the Head of game production of a gaming company 

Describe what your company does in a single sentence.

Our company is a game provider in the iGaming industry.

OPPORTUNITY / CHALLENGE

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

• Maintain consistent communication across multiple channels.
• Provide high-quality customer care.
• Handle Level 1 Customer Support for our gaming contents.
• Ensure timely responses to user inquiries.

SOLUTION

How did you find SupportYourApp?

Referral

Why did you select SupportYourApp over others?

Pricing fit our budget

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.

Our partnership involves providing 24/7 customer support with a shared team of six agents.
The team handles inquiries via email and phone, ensuring players receive timely assistance.
We’re pleased with the consistent service quality and responsiveness they maintain throughout the partnership.

RESULTS & FEEDBACK

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

The team’s availability around the clock helps us maintain strong customer engagement and ensure uninterrupted support.
Their professionalism and efficiency have contributed positively to our service standards.

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

Communication is straightforward and focused on essential updates.
They respond promptly to important issues and maintain a fl exible approach to our operational needs.

What was your primary form of communication with SupportYourApp?

Email or Messaging App

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

We appreciate their reliability and ability to provide consistently high-quality support within a shared team structure.

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

At this stage, everything’s going well.

BACKGROUND

Please describe your company and position.

I am a global department head at FibreTrace

Describe what your company does in a single sentence.

FibreTrace is a fibre verification company used to validate the origin of textiles in real time 

OPPORTUNITY / CHALLENGE

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

• Scaling
• Training
• Multi country hiring

SOLUTION

How did you find SupportYourApp?

Was already a partner when i started

Why did you select SupportYourApp over others?

Referred to me

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.

All aspects of client sucess

RESULTS & FEEDBACK

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

Ablity to manage client expectations 

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

Always 

What was your primary form of communication with SupportYourApp?

Virtual Meeting

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

The simplicity of the partnership was most impressive.

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

Not at this time 

BACKGROUND

Please describe your company and position.

I am the customer support manager of a financial services company.

Describe what your company does in a single sentence.

Our company provides a licensed, account-to-account (A2A) payment solution that enables businesses to make and receive instant bank payments globally. 

OPPORTUNITY / CHALLENGE

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

• 24hour customer support
• Customer support with Portuguese skills

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?

1 Employee

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

• Handling tickets from merchants (companies) and end-users (customers of companies)
• Analising statuses of failed and successfull transactions 
• Assisting banks and police in their fraud investigations

RESULTS & FEEDBACK

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

• Agents have been solving cases within the desired period of time 
• Agents have been learning fast about different payment methods available.
• 24h support have been covered 

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

Support your app has been easy to reach via slack and by e-mail when needed. It was easy to leave feedback and to receive help when needed. 

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?

• SupportYourApp has super-friendly people
• Timely response
• Fast learners 

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

n/a