SupportYourApp

BACKGROUND

Please describe your company and position.

I am the COO of Supernal World Creations

Describe what your company does in a single sentence.

At SWC, our mission is to pave a new path to wellness by improving the health and well-being of individuals, families, and communities through our humanitarian innovations initiative. 

OPPORTUNITY / CHALLENGE

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

• General Customer Service App Support
• Executive Assistant

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
• 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, through the work of Lucas and Lumaye, provided ongoing technical and operational support for the Soul Link mobile application. Their work focused on maintaining platform stability, addressing user-reported issues, supporting releases and updates, and assisting with day-to-day app operations to ensure consistent performance across environments.

RESULTS & FEEDBACK

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

1. Improved Application Stability

• Reduction in unresolved technical issues affecting app functionality
• Increased consistency of app performance across supported environments
• Successful stabilization following updates and maintenance activities

2. Timely Issue Resolution

• User-reported and internally identified issues were investigated and addressed within operationally reasonable timeframes
• Fewer recurring issues after fixes were implemented, indicating effective root-cause resolution
• Improved responsiveness to technical support needs during active usage periods

3. Successful Support of App Updates

• App updates were deployed with minimal disruption to existing users
• Post-release issues were identified and resolved promptly
• Continued functionality was maintained during iterative improvements

4. Operational Continuity

• Backend and configuration support contributed to uninterrupted app availability
• Reduced operational bottlenecks related to technical issues
• Consistent support coverage ensured continuity of service during critical periods

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

Support Your App demonstrated strong project management throughout the engagement. Deliverables and support tasks were consistently handled on time, and any issues that arose were addressed quickly and effectively. Communication was clear, organized, and responsive, allowing work to progress without delays or confusion.

The team was attentive to evolving needs and proactive in resolving challenges as they emerged. Lajla, in particular, went above and beyond to ensure requirements were met, providing additional support and coordination when needed to maintain continuity and performance.

The transition from Lajla to Bogdan was well-managed and seamless, with no disruption to service or quality of support. Since the transition, work has continued smoothly, with no issues reported.

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's quality and genuineness of their people were impressive. 

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

No, they have went above and beyond my expectations. 

BACKGROUND

Please describe your company and position.

I am the CMO of FitXR

Describe what your company does in a single sentence.

We are a membership-based VR fitness app that offers virtual training.

OPPORTUNITY / CHALLENGE

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

• Deliver world-class customer service to prospective and current users
• Support social monitoring
• Moderate app store reviews

SOLUTION

How did you find SupportYourApp?

Referral

Why did you select SupportYourApp over others?

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

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've partnered with SYA to deliver full time customer support for our business. Through our partnership, we've scoped:

• Email, chat, and social responses
• Product bug/issue identificiation and diagnosis with engineering team
• Community success shout outs
• App store review monitoring and moderation

RESULTS & FEEDBACK

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

• High customer satisfaction score from support interactions
• Social & app review mentions of customer support individuals
• Improved response quality and timliness

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

Very autonomous, needing very little oversight. Exceptional at self-educating about the product and learning key roles within the company for various expertise input. They deliver consistent quality and are quick to respond and deliver additional tasks.

What was your primary form of communication with SupportYourApp?

Email or Messaging App

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

Seamless integration with our internal operations. High support during onboarding and easy access to the team for feedback, resource expansion, etc. High quality talent consistently and very adaptable to scaling business needs. Genuine care for business objectives and priorities.

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

Support with metrics reporting on support related functions as a value add

BACKGROUND

Please describe your company and position.

I am the Head of Customer & Partner Experience at a product information management company.

Describe what your company does in a single sentence.

My company offers a powerful Product Information Management platform that helps businesses efficiently organize, enrich, and distribute product data across multiple channels.

OPPORTUNITY / CHALLENGE

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

• Ensure consistent responsiveness and high-quality customer care at any time of day
• Provide 24/7 coverage and the flexibility to adjust working hours based on our clients’ needs

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
• 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 24/7 support via email and phone, managing all incoming customer inquiries. Their ability to adapt quickly and keep operations running smoothly has been valuable to our business.

RESULTS & FEEDBACK

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

The SupportYourApp team consistently handles over 300 tickets per month while maintaining strong SLA performance. Their ability to manage a steady ticket flow around the clock has helped us deliver reliable customer service and ensure timely resolution of customer requests.

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

It has been organized and transparent. We hold monthly meetings to review performance and discuss updates, and the communication has always been positive, friendly, and solution-oriented. The team is responsive and proactive in addressing any questions or needs that arise.

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 flexibility and commitment to our schedule. SupportYourApp easily adjusts to our operational needs, which makes collaboration smooth and efficient, especially given the 24/7 nature of the work.

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

Their flexibility and commitment to our schedule. SupportYourApp easily adjusts to our operational needs, which makes collaboration smooth and efficient, especially given the 24/7 nature of the work.

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