SupportYourApp

BACKGROUND

Please describe your company and position.

 I am the CTO of an edtech company.

Describe what your company does in a single sentence.

We are a learning technology company specializing in extended enterprise training, offering the platform to help clients and partners create customized, impactful learning environments that drive customer retention and transform partners into advocates.

OPPORTUNITY / CHALLENGE

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

• Provide night-shift L2 technical support, covering hours we couldn’t manage internally. Balance our workload and resolve customer issues more quickly, improving overall operational efficiency.

SOLUTION

How did you find SupportYourApp?

Online Search

Why did you select SupportYourApp over others?

• High ratings
• Pricing fit our budget
• 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.

SupportYourApp handles email support on the following schedule: Monday–Wednesday, 7:00 PM–3:00 AM; Thursday, 7:30 PM–3:30 AM; and Friday, 7:00 PM–3:00 AM. Communication has been smooth, issues are addressed promptly, and collaboration has been productive.
They assigned a dedicated consultant to our project, ensuring consistent communication and reliable support. This approach has allowed us to maintain high service standards for our customers during night operations.

RESULTS & FEEDBACK

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

Currently, our customer support is managed by one dedicated agent. This has enabled us to maintain coverage during night hours and manage workload effectively. We are also considering expanding the team.

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

SupportYourApp team has been very responsive and straightforward. We communicate frequently via Google Chat, and the team is always quick to respond, making collaboration efficient and seamless.

What was your primary form of communication with SupportYourApp?

Virtual Meeting

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

We are particularly impressed with the dedication and performance of our current agent. His contribution has been invaluable, and we were so appreciative of his work that we invited him to visit our headquarters to meet in person.

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

Overall, we’re very satisfied with the cooperation. The only ongoing area of improvement is expanding the team as our workload increases, and SupportYourApp has been proactive in addressing this together with us.

BACKGROUND

Please describe your company and position.

I am the Head of Customer Experience of an audio technology company

Describe what your company does in a single sentence.

Our company provides transformative, science-backed audio experiences designed to enhance focus, motivation, and emotional well-being — offering content for every moment of the day through a seamless, user-friendly platform.

OPPORTUNITY / CHALLENGE

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

• To reduce the time spent on customer support so we could focus more on strategic priorities and business growth

SOLUTION

How did you find SupportYourApp?

Online Search

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?

2-5 Employees

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

At first, we worked with one amazing customer support consultant who later moved on, but SupportYourApp quickly stepped in and found the perfect replacement. Our new customer support consultant now seamlessly handles our email and chat support from 4 PM to 1 AM Kyiv time, ensuring our customers are always taken care of. We’re extremely happy with the partnership — every ticket is managed efficiently and thoughtfully, requiring minimal effort on our part.

RESULTS & FEEDBACK

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

All tickets are consistently resolved during the shift with minimal involvement from our side. Communication has been excellent, with weekly meetings ensuring everything stays aligned. The team is incredibly friendly and professional, making collaboration seamless and highly effective. Our new agent has become so well integrated with our company that they’ve even started assisting with side projects — a true testament to their dedication and understanding of our operations.

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

The project is managed with impressive efficiency, supported by clear communication and structured oversight. Weekly meetings keep priorities aligned and progress on track, while all tickets are proactively monitored and resolved. The team combines professionalism with a friendly, collaborative approach, ensuring a seamless and highly effective workflow.

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?

Our consultant, Lucas, has shown exceptional dedication and genuine care for our business. He’s taken the time to truly understand our operations and consistently goes above and beyond. Lucas is proactive, kind, and quick-thinking — ensuring every task is handled with professionalism and efficiency. We’re incredibly grateful for his support.

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

None for now!

BACKGROUND

Please describe your company and position.

I am the Sr. Support Manager of OfficeSpace Software

Describe what your company does in a single sentence.

OfficeSpace Visitors is a fully customizable digital visitor management system that streamlines and automates workplace check-ins, visitor tracking, and host notifications within broader office and space
management.

OPPORTUNITY / CHALLENGE

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

• We initially hired SupportYourApp to help streamline and scale our visitor management solution, ensuring faster, more secure, and professional check-ins

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?

6-10 Employees

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

The scope of work includes providing 24/7 customer support via phone, chat, and email, with Salesforce used as the central platform for case management. Despite a recent team merger, service continuity was maintained, and communication remained exceptionally strong. Our key deliverables are seamless omnichannel support, smooth transition management, and consistently high client satisfaction.

RESULTS & FEEDBACK

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

SupportYourApp delivered 24/7 omnichannel support with strong service availability, fast response times, and high customer satisfaction. The team has been responsive, reliable, and very proactive

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

We value a structured approach, ensuring smooth coordination and communication across all support
channels. Our team consists of six shared Customer Support Consultants and one dedicated, providing a balance of shared expertise and focused attention for the project.

What was your primary form of communication with SupportYourApp?

Virtual Meeting

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

The team’s proactive approach is remarkable — they regularly spot opportunities to improve workflows, address potential challenges before they become problems, and ensure the project runs seamlessly.

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

At this point, we haven’t identified anything that requires changes. Everything has been running smoothly.

BACKGROUND

Please describe your company and position.

 I am the Customer Support Manager of a wellness & fitness company 

Describe what your company does in a single sentence.

We are a self-care app available on both the App Store and Google Play. The app is designed to help users manage their mental well-being. 

OPPORTUNITY / CHALLENGE

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

• Expanding our support team
• Establish a reliable, scalable, and customer-centric support experience
• Handle incoming inquiries as efficiently as possible

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?

2-5 Employees

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

The project started with one dedicated support agent handling customer inquiries and making sure users had a smooth experience with the product. As things progressed and the project grew, SupportYourApp helped bring in two additional agents to keep up with growing inquiry volume. 

RESULTS & FEEDBACK

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

We’ve been very happy with this cooperation — 9/10  overall feedback on the yearly milestone. The team has been responsive, reliable, and easy to work with. It’s been a smooth partnership, and we look forward to continuing to coordinate with the team. 

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

The team is reliable and responsive to our needs. They operate during our key hours. Communication is handled via email, and we hold monthly meetings to review progress and align on next steps.

What was your primary form of communication with SupportYourApp?

Virtual Meeting

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

Everyone is efficient and proactively communicative, which makes working with them a breeze! I'm very grateful for the team, and every part of the process has been smooth so far.

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

At this point, we haven’t noticed anything that needs changing.

BACKGROUND

Please describe your company and position.

I am the Post-sales Support Team Lead of StarWind Software

Describe what your company does in a single sentence.

StarWind Software specializes in hyperconverged infrastructure (HCI) and storage virtualization solutions, helping organizations modernize and simplify their IT environments.

OPPORTUNITY / CHALLENGE

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

• 24/7 phone support - with consultants gathering information and escalating cases to us for further action or resolution when needed.

SOLUTION

How did you find SupportYourApp?

Referral

Why did you select SupportYourApp over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost

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've been working with SupportYourApp for a long time, and the service has evolved signifi cantly. We initially had all-day support only on weekends and a fi xed schedule from Monday to Friday. Over time, this transitioned into a streamlined 24/7 support model with one hour of dedicated coverage per shift.

RESULTS & FEEDBACK

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

The consultants effi ciently gather information during calls and escalate it to our internal team, ensuring smooth and timely handling. After completing the training to better understand customer requests and our product basics, they have been able to support us more effectively. The team’s efforts have also led to a significantly higher call pickup rate.

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

SupportYourApp’s team has always been transparent about their work and ready to provide updates or address concerns, ensuring seamless communication. We hold monthly meetings, and most of our communication is conducted via email.

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 appreciate the team's swift responses to phone calls and the accuracy of the information shared with us.

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

The accuracy of customer contact information is critical for our operations. While there were some issues in the beginning, the managers overseeing the support team implemented effective strategies to address these problems. Thanks to effective oversight and training, there have been almost no mistakes in the past year.

BACKGROUND

Please describe your company and position.

I'm a department head at Kurzgesagt

Describe what your company does in a single sentence.

Kurzgesagt creates science-inspired products like infographic posters, journals, and accessories through our online shop.

OPPORTUNITY / CHALLENGE

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

• Speed up replies to customer questions about orders and shipping.
• Manage the holiday season rush in our shop.
• Build and update our internal knowledge base from scratch.

SOLUTION

How did you find SupportYourApp?

Online Search

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?

2-5 Employees

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

SupportYourApp’s team helped us streamline our customer support and optimize internal processes. They handled customer inquiries related to purchases, deliveries, and returns, as well as assisting with updates to our website’s FAQs section. They also created and managed a knowledge base (Bookstack) for our team, which was a major improvement since we previously didn’t have one. During peak seasons, they efficiently managed a high volume of requests, maintaining fast response times and high customer satisfaction.

RESULTS & FEEDBACK

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

The collaboration with SupportYourApp led to measurable improvements in response times, customer satisfaction, and the reduction of negative feedback. We also saw a marked improvement in handling peak season volumes, maintaining efficiency even during busy times. These changes significantly improved our customer support experience and overall service quality.

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

SupportYourApp did a great job managing the project. They always delivered on time and met our expectations. The team was quick to respond to our needs, making adjustments when necessary and staying in touch regularly to keep everything on track. 

What was your primary form of communication with SupportYourApp?

Email or Messaging App

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

What impressed us most was how SupportYourApp handled the busy seasons. Even with a lot of customer inquiries coming in, they kept everything running smoothly and made sure customers were still taken care of.

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

The experience has been great. The team was very responsive to any questions that arose and always quick to offer solutions, ensuring everything ran smoothly and efficiently.

BACKGROUND

Please describe your company and position.

 I am the Owner of an ecommerce company 

Describe what your company does in a single sentence.

We sell silver jewelry online

OPPORTUNITY / CHALLENGE

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

• We needed someone to help us respond to customer requests.
• Our business started growing, and we did not have the capacity to handle the growing number of requests, so we needed a dedicated support team.

SOLUTION

How did you find SupportYourApp?

Online Search

Why did you select SupportYourApp over others?

• High ratings
• Pricing fit our budget
• 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.

We came to SupportYourApp after realizing we needed a professional support team. They immediately provided us with 1 support consultant who handled our email customer communication. That later grew to a dedicated team of 2 consultants. Recently, we downscaled to 1 full-time and 1 part-time consultant.
They also handle 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?

1. Increased CSAT
2. Increased customer retention

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

We admire the performance and knowledge of our support representatives. They provide high-level, personalized support and are in charge of updating the documentation. We are also more than satisfied with SupportYourApp smooth operations and result-oriented approach.

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?

Consistency of the service; everyone we interacted with has been impressive and professional.

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

We had to replace one of the consultants, but SupportYourApp quickly provided us with a specialist who is much more effective in meeting our needs

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.