# SupportYourApp SupportYourApp Reviews (82), Pricing, Services & Verified Ratings - Premier Verified - 4.8 out of 5 average review rating - 21 connections joined SupportYourApp's Network [Visit Website](https://supportyourapp.com/welcome-from-clutch/?utm_medium=referral&utm_source=clutch&utm_campaign=company_profile) [Get a Custom Proposal](https://clutch.co/profile/supportyourapp) **An Intelligent Support-as-a-Service Company** SupportYourApp is an international Intelligent Support-as-a-Service company that has been providing **secure technical, customer support and CX services** to growing companies around the globe since 2010. We offer omnichannel, scalable support tailored to diverse business needs — whether that’s low-volume 24/7 coverage or consistent 9–5 support across all 7 days. With **flexible hybrid scheduling options and data-compliant solutions**, we deliver a smart alternative to traditional providers. This enables our clients to reduce operational costs, boost CSAT, and focus on growing their business while we manage their support. **Why Companies Outsource Their Customer Support to Us** - Over 16 years of experience - Over 1300 professionals on a team - Over 60 operational languages - PCI/DSS Certified Level L1 and Level L2 Service Provider - ISO/IEC 27001 certification - GDPR-, CCPA-, and HIPAA-compliance - Refined processes of onboarding, learning, and human development - Customer-focused consultants with exceptional language skills **How We Deliver Exceptional Customer Service** - We provide round-the-clock B2C & B2B customer service across multiple channels - Our flexible, scalable teams are tailored to your business needs - AI technology helps us deliver faster responses **We Offer a Wide Range of Services** - Customer support (Front desk, Tier 1) - Technical support services (Tier 1-3) - IT support services - Social media customer services - CX services - AI-powered support teams - System setup and Integration - Reception desk services - Back-office services (data entry, content moderation & enrichment) - KYC & ID verification - Data annotation Our cost-effective support solutions have helped our clients achieve **up to 115% in annual savings**. By combining AI with expert human consultants, we have enabled 3.4x faster response times. We take a personalized approach, recognizing that every client has unique business needs. Partnership and marketing requests aren’t accepted via the "Discuss my project" form. Please send them to marketing@supportyourapp.com ## Company Information - Minimum project size: $1,000+ - Hourly rate: < $25 - Number of employees: 1,000 - 9,999 - 3 Locations: - Wilmington, DE (Headquarters) - Beograd, Serbia - DSR, Argentina - Founded in 2010 - 31 languages: English, Spanish, Arabic, Bengali, Hindi, Russian, Portuguese, Japanese, German, Korean, French, Turkish, Vietnamese, Cantonese, Italian, Urdu, Polish, Ukrainian, Persian, Romanian, Azerbaijani, Dutch, Hebrew, Czech, Serbian, Bulgarian, Estonian, Slovakian, Croatian, Swedish, Georgian - 33 timezones: Australia Central Time (ACT), Argentina Standard Time (AGT), (Arabic) Egypt Standard Time (ART), Arabia Standard Time (AST), Australia Eastern Time (AET), Brazil Eastern Time (BET), Central African Time (CAT), Central European Time (CET), Canada Newfoundland Time (CNT), Colombia Time (COT), Central Standard Time (CST), China Taiwan Time (CTT), Eastern African Time (EAT), Eastern Standard Time (EST), Eastern European Time (EET), Greenwich Mean Time (GMT), Gulf Standard Time (GST), Hawaii Standard Time (HST), Israel Daylight Time (IDT), Indiana Eastern Standard Time (IET), Japan Standard Time (JST), Middle East Time (MET), Midway Islands Time (MIT), Mountain Standard Time (MST), Near East Time (NET), New Zealand Standard Time (NST), Phoenix Standard Time (PNT), Puerto Rico and US Virgin Islands Time (PRT), Pacific Standard Time (PST), South African Standard Time (SAST), Singapore Standard Time (SGT), Universal Coordinated Time (UTC), Vietnam Standard Time (VST) ## Services, Focus Areas, Industries, and Clients ### Service Lines - 35% Customer Service Outsourcing - 25% Call Center Services - 20% AI Agents - 15% Back Office Outsourcing - 5% Data Annotation Services ### Focus Areas - AI Agent Purpose Focus: - 100% Customer Service AI Agents - AI Agent Development Focus: - 100% Voice AI Agents - Inbound Services: - 45% Answering services - 45% Virtual receptionist - 10% Inbound appointment scheduling - Customer Service Outsourcing: - 42% Chat Support Services - 31% Phone Support Services - 17% Email Support Services - 10% Order Processing & Taking - Back Office Outsourcing: - 35% Data Entry & Processing - 30% Virtual Assistant - 15% Payment Processing - 10% Claims Processing - 10% Medical Billing Services - Data Annotation Media: - 25% Audio Annotation - 25% Image Annotation - 25% Text Annotation - 25% Video Annotation ### Industries - 10% Business services - 10% eCommerce - 10% Legal - 20% Information technology - 10% Financial services - 10% Gaming - 10% Consumer products & services - 10% Real estate - 10% Medical ### Clients - 20% Small Business (<$10M) - 50% Midmarket ($10M - $1B) - 30% Enterprise (>$1B) ## Pricing Snapshot Average rating for cost based on this provider's reviews: 4.7 out of 5 **What Clients Have Said** *(This summary is based on verified Clutch reviews.)*: SupportYourApp offers competitive pricing with positive feedback on value for cost. Clients report investments ranging from $2,300 to $50,000 monthly, appreciating efficient service and responsiveness. The company is noted for its flexibility and capacity to scale support, adapting to clients’ evolving needs. **Most Common Project Size**: $10,000 to $49,000 based on 43 reviews *(Pricing information for this provider is based on reviews where the project size was available.)* ### Pricing by Service - Call Center Services: $10,000 to $49,000 based on 24 reviews - Customer Service Outsourcing: $10,000 to $49,000 based on 10 reviews - Business Consulting: $10,000 to $49,000 based on 5 reviews - Back Office Outsourcing: Confidential based on 2 reviews - Application Management & Support: $10,000 to $49,000 based on 2 reviews - HR Consulting: $50,000 to $199,999 based on 2 reviews - IT Managed Services: $10,000 to $49,000 based on 2 reviews - Other IT Consulting and SI: $10,000 to $49,000 based on 1 review - Custom Software Development: $1,000,000 to $9,999,999 based on 1 review - Other Application Development: $10,000 to $49,000 based on 1 review - Sales Outsourcing: $1,000,000 to $9,999,999 based on 1 review - IT Staff Augmentation: $50,000 to $199,999 based on 1 review - AI Consulting: Confidential based on 1 review - AI Development: Confidential based on 1 review - CRM Consulting and SI: $10,000 to $49,000 based on 1 review - PEO/Employee Leasing: Confidential based on 1 review - Public Relations: Confidential based on 1 review ## Reviews Clutch investigates each reviewer's identity and work history. Every review goes through a rigorous, human-led verification process to confirm the reviewer's identity, and reviews that we verify are visibly marked as 'Verified' so you can trust that they come from a real client. [Learn More](https://help.clutch.co/en/knowledge/how-clutch-verifies-reviews) ### SupportYourApp Review Insights Overall Review Rating: 4.8 - Quality: 4.8 - Schedule: 4.9 - Cost: 4.7 - Willing to Refer: 4.9 ### Top Mentions - Communicative (20 mentions) - Proactive (17 mentions) - Timely (17 mentions) - Professional (13 mentions) - Flexible (10 mentions) - Great project management (9 mentions) - Efficient (8 mentions) - Easy to work with (7 mentions) - High-quality work (7 mentions) - Adaptable (5 mentions) - Reliable (5 mentions) - Team players (5 mentions) - Collaborative (4 mentions) - Hard working (4 mentions) - Dedicated (3 mentions) - Exceptional performance (3 mentions) - Helpful (3 mentions) - Knowledgeable (3 mentions) - Meets deadlines (3 mentions) - Open to feedback (3 mentions) ### Review Highlights **High-Quality, Knowledgeable Support Agents** Clients highlight the professionalism and technical skills of SupportYourApp's agents. Their ability to understand complex products and provide knowledgeable support is a key strength, leading to effective issue resolution and customer satisfaction. **Personalized and Human-Centric Support** SupportYourApp is recognized for providing personalized, human-centric support that enhances customer experiences. Their agents are trained to engage customers effectively, ensuring that interactions are not only efficient but also personable. **Room for Improvement in Agent Consistency** While generally positive, some feedback suggests room for improvement in maintaining consistency among support agents, particularly in language proficiency and proactive communication within the team. **Proactive Approach to Customer Support** The team at SupportYourApp is proactive, often suggesting improvements to workflows and identifying potential challenges before they arise. This proactive stance helps clients enhance their customer support processes and outcomes. **Effective Communication and Project Management** Clients praise SupportYourApp for their organized and transparent communication. They maintain regular meetings and updates, ensuring alignment with client needs. This effective project management fosters smooth collaborations and timely delivery of services. **Occasional Challenges with Agent Training** A few clients noted challenges with initial agent training, suggesting that more structured or comprehensive training programs could enhance agent preparedness and reduce the need for client-side training efforts. **Strong Customer Satisfaction and Efficiency** SupportYourApp consistently meets or exceeds customer satisfaction targets, as evidenced by high CSAT scores and positive feedback from clients. Their efficient handling of customer support requests contributes to faster resolution times and improved customer experiences. **24/7 Support Capabilities** The ability to provide 24/7 support is a significant advantage for many clients, enabling them to offer round-the-clock service to their customers across different time zones. This capability has been instrumental in improving customer satisfaction and retention. **Flexibility and Scalability** SupportYourApp demonstrates flexibility and scalability, adapting to the changing needs of clients and scaling their services as required. This adaptability is particularly appreciated during peak seasons or as client businesses grow. **Impressive Training and Onboarding Processes** SupportYourApp's training and onboarding processes are well-regarded, ensuring that new agents are quickly brought up to speed. This contributes to the seamless integration of support teams into client operations and minimizes disruption. ### SupportYourApp Reviews #### Customer Service Outsourcing for Fiber Verification Co (Featured Review) **The Project** - Services: Customer Service Outsourcing - Project size: Confidential - Project length: Jan. 2023 - Sep. 2025 **Project Summary**: SupportYourApp provided customer support services for a fiber verification company. The team was responsible for all aspects of the client's customer success. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Global Department Head, FibreTrace - Industry: Manufacturing - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Sep 30, 2025 **Feedback Summary**: SupportYourApp successfully helped the client manage customer expectations. The team met all the client's needs and delivered work on time. Furthermore, the service provider communicated effectively through virtual meetings. Overall, the client praised the simplicity of the partnership. ""The simplicity of the partnership was most impressive."" **BACKGROUND** Please describe your company and position.I am a global department head at FibreTraceDescribe 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?ScalingTrainingMulti country hiring **SOLUTION** How did you find SupportYourApp?Was already a partner when i startedWhy did you select SupportYourApp over others?Referred to meHow many teammates from SupportYourApp were assigned to this project?2-5 EmployeesDescribe 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 MeetingWhat 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  --- #### Customer Service Outsourcing for Lifestyle Apparel Brand **The Project** - Services: Customer Service Outsourcing - Project size: Less than $10,000 - Project length: Jan. - Mar. 2026 **Project Summary**: A lifestyle apparel brand hired SupportYourApp to provide customer support outsourcing services. The team was responsible for handling support tickets to reduce the client's workload. **Review Rating**: 0.5 - Quality: 0.5 - Schedule: 0.5 - Cost: 0.5 - Willing to Refer: 0.5 **The Reviewer** Head of Operations, Lifestyle Apparel Brand - Industry: Retail - Client size: 1-10 Employees - Review Type: Online Review - Verified **The Review** — Mar 23, 2026 **Feedback Summary**: SupportYourApp's work required constant review and correction from the client, increasing the client's workload. The team frequently took time off without prior notice, affecting service consistency. SupportYourApp's lack of accountability and proactive management led to an unsuccessful engagement. This review includes the service provider's response. ""They need to significantly improve ownership and accountability from their support agents."" **BACKGROUND** Please describe your company and position.I am the Head of Operations of a lifestyle apparel brand.Describe what your company does in a single sentence.We're a lifestyle apparel brand focused on mental health awareness, blending expressive designs with a community-driven message. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire SupportYourApp to accomplish?We hired SupportYourApp to reduce our customer support workload by handling tickets efficiently, improving response times, and providing reliable, consistent coverage so our internal team could focus on higher-priority tasks. **SOLUTION** How did you find SupportYourApp?Online SearchWhy did you select SupportYourApp over others?High ratingsHow many teammates from SupportYourApp were assigned to this project?1 EmployeeDescribe the scope of work in detail. Please include a summary of key deliverables.We are very disappointed with the service.From the beginning, there was a clear lack of ownership. Almost every ticket required review or correction on our side, which completely defeats the purpose of outsourcing support. Instead of reducing our workload, it actually created more work for us.Communication around availability was also a major issue. Time off was frequently communicated the same day, including vacation days. Over a total of 45 working days, 7 were taken as vacation plus an additional sick day (around 15.6% of the time not covered). While sick days are understandable, vacation should be planned and communicated in advance, especially when Mondays are high-volume days.Overall, the service did not meet expectations. We ended up doing more work, not less, and did not feel there was accountability or proactive management from the team.Would not recommend. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?There were no meaningful measurable outcomes that demonstrated success. Instead of improving efficiency or reducing workload, the project resulted in increased internal effort due to constant ticket reviews, lack of ownership, and inconsistent coverage.Describe their project management. Did they deliver items on time? How did they respond to your needs?The account management and communication from intermediaries were fine, but the core customer support service itself did not meet expectations at any point.The volume handled was extremely low, around 5 to 10 tickets per day over a 4-hour shift, which is unreasonably low for this type of role. There was also a consistent lack of ownership, with most tickets requiring review or correction from our side. In many cases, emails went unhandled, leading to chargebacks.Additionally, last-minute absences and lack of planning made it difficult to rely on the service. Overall, while communication was responsive, execution and delivery were not.What was your primary form of communication with SupportYourApp?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?Honestly, there was nothing particularly impressive or unique about the company in our experience. While communication from account managers was acceptable, the core service lacked quality, ownership, and reliability, which are the most critical aspects for this type of support. The service lacked ownership, efficiency, and reliability. We ended up doing more work ourselves due to constant ticket reviews, low productivity, and last-minute absences with no planning. Not a service we can recommend.Are there any areas for improvement or something SupportYourApp could have done differently?They need to significantly improve ownership and accountability from their support agents. Tickets should not require constant review or correction from the client, as this defeats the purpose of outsourcing.They should also improve workload efficiency. Handling only 5 to 10 tickets per day in a 4-hour shift is far below expectations and led to delays, unhandled emails, and ultimately chargebacks.Another key area is planning and communication around availability. Vacation days should be communicated in advance, not on the same day, especially for roles that require consistent coverage. Better scheduling and transparency would make the service far more reliable.Overall, stronger quality control, better performance standards, and proactive communication would significantly improve the service. **Company Response** The service provider responded on April 2, 2026.Thank you for sharing this review. We take all feedback seriously and aim to address these points transparently.This engagement involved a single shared consultant operating for 4 hours within an 8-hour shift, a setup that carries inherent limitations in throughput and coverage, which were discussed during onboarding. We understand that expectations were high, and we worked continuously to close the gap. The client confirmed that ticket volume improved after we raised it as a priority.Regarding consistency, the agent’s voluntary departure was unexpected, and we moved quickly to source and onboard a replacement. However, the transition was delayed when the client did not grant Slack access to the new consultant, which is the primary tool for reviewing escalations and project history. Ultimately, the client decided to discontinue the partnership.Throughout the engagement, our team maintained regular communication with the client, addressing escalations and refining workflows. However, no formal feedback was provided through the Service Delivery Manager prior to the termination notice, which would have given us clearer visibility and a structured path to resolution.We are proud of our 16+ year track record of delivering results for our clients and remain open to a direct conversation to address any outstanding concerns. --- #### Customer Service Outsourcing for Enterprise Health Platform **The Project** - Services: Customer Service Outsourcing - Project size: $10,000 to $49,999 - Project length: Jan. 2025 - Ongoing **Project Summary**: SupportYourApp provides customer service outsourcing for an enterprise health platform. The team handles Level 1 and Level 2 support, including ticket triage, issue resolution, and escalation management. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Head of Customer Experience, Enterprise Health Platform - Industry: Information technology - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Mar 20, 2026 **Feedback Summary**: SupportYourApp has delivered strong performance, reducing backlog, improving operational efficiency, and ensuring a smooth and reliable support experience. The team demonstrates strong project management capabilities, is well-organized, meets deadlines, and ensures alignment with internal teams. ""What I found most impressive about this company is their operational excellence and a strong customer-centric mindset."" **BACKGROUND** Please describe your company and position. I am the Head of Customer Experience of an enterprise health platform.Describe what your company does in a single sentence.Enterprise Health Platform **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire SupportYourApp to accomplish?Answer 24/7 to our client **SOLUTION** How did you find SupportYourApp?Online SearchWhy did you select SupportYourApp over others?High ratingsPricing fit our budgetHow many teammates from SupportYourApp were assigned to this project?2-5 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.They handle Level 1 and Level 2 customer support, including ticket triage, issue resolution, and escalation management, while ensuring SLA compliance and maintaining high customer satisfaction. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?The team consistently delivers strong performance, with fast response times, high resolution rates, and a high level of customer satisfaction. They contribute to reducing backlog, improving operational efficiency, and ensuring a smooth and reliable support experience for our customers.Describe their project management. Did they deliver items on time? How did they respond to your needs?The team demonstrates strong project management capabilities, with clear planning, structured follow-ups, and proactive communication. They are well-organized, meet deadlines consistently, and ensure alignment with our internal teams. Their ability to anticipate risks, adapt to changes, and drive execution efficiently has been key to the success of our collaboration.What was your primary form of communication with SupportYourApp?Virtual MeetingWhat did you find most impressive or unique about this company?What I found most impressive about this company is their operational excellence and a strong customer-centric mindset. They consistently deliver high-quality support while remaining flexible and adaptable to our evolving needs.Their level of ownership, proactive communication, and commitment to continuous improvement truly set them apart. They don’t just execute tasks—they act as a true partner, actively contributing to the success and scalability of our support operations.Are there any areas for improvement or something SupportYourApp could have done differently?No --- #### Customer Service Outsourcing for Email Delivery Platform **The Project** - Services: Customer Service Outsourcing - Project size: Confidential - Project length: Oct. 2023 - Ongoing **Project Summary**: SupportYourApp provides ongoing customer support for an email delivery platform. The team handles customer inquiries and monitors system alerts to ensure continuous coverage and timely responses. **Review Rating**: 4.5 - Quality: 4.5 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Head of Customer Support, Railsware Products Studio - Industry: Other industries - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Mar 18, 2026 **Feedback Summary**: SupportYourApp has successfully handled incoming support requests, helping the client maintain a zero backlog. The team has been flexible and adapted to the client's changing needs. SupportYourApp has provided consistent support and communicated clearly and proactively via Slack and email. ""Their flexibility and ability to adapt to our changing needs."" **BACKGROUND** Please describe your company and position.I am the Head of Customer Support of Railsware Products StudioDescribe what your company does in a single sentence.Mailtrap is an email delivery platform that helps developers, QA teams, and marketers test, send, and manage emails through a reliable SaaS infrastructure.  **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire SupportYourApp to accomplish?Reliable 24/7 support team to monitor system alerts and respond to customer emailsEnsure continuous coverage and timely handling of customer inquiries **SOLUTION** How did you find SupportYourApp?Online SearchWhy did you select SupportYourApp over others?Pricing fit our budgetHow many teammates from SupportYourApp were assigned to this project?2-5 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.SupportYourApp initially provided a shared 24/7 support team with two hours of dedicated coverage per shift. As the volume of requests increased, we expanded the coverage to four dedicated hours per shift to maintain response quality and speed. Later, after we implemented internal automations and optimized workflows, the request volume decreased, and we adjusted the model back to two hours per shift. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?The team successfully handles the incoming support requests and helps us maintain zero backlog. At the same time, we are able to focus on improving our internal systems and implementing automations to reduce the number of requests. The setup includes five shared consultants providing 24/7 coverage, ensuring consistent supportDescribe their project management. Did they deliver items on time? How did they respond to your needs?Communication with the team has been smooth and consistent throughout the collaboration. Their Service Delivery Manager stays in regular contact via Slack and email, and we schedule calls whenever needed to address questions or updates. Overall, the communication is clear and proactive, and the team is responsive to our requests.What was your primary form of communication with SupportYourApp?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?Their flexibility and ability to adapt to our changing needs. We are able to scale the support coverage up or down depending on the request volume without disrupting operations. Their 24/7 availability and the effort the management team puts into maintaining service quality are also particularly valuable.Are there any areas for improvement or something SupportYourApp could have done differently?In the past, we raised concerns about the rotation of consultants, and the team worked on reducing rotation to improve consistency.  --- #### Customer Service Outsourcing for Vocal Biomaker Tech Company **The Project** - Services: Customer Service Outsourcing - Project size: Less than $10,000 - Project length: Dec. 2026 - Ongoing **Project Summary**: SupportYourApp provides customer support for a vocal biomarker technology company. The team offers 24/7 support with an average response time of five minutes via email, chat, and phone. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Senior Director of Customer Success, Canary Speech - Industry: Information technology - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Feb 19, 2026 **Feedback Summary**: SupportYourApp's efforts have enabled the client to offer 24/7 customer support. Moreover, SupportYourApp has been collaborative, dynamic, and proactive in meeting the client's needs and has communicated effectively via virtual meetings, emails, and messages throughout the engagement. ""SupportYourApp actively pushes to receive more tasks, ensuring that they're providing valuable efforts."" **BACKGROUND** Please describe your company and position.I am the Senior Director of Customer Success of Canary SpeechDescribe what your company does in a single sentence.Canary Speech’s vocal biomarker technology unlocks voice as a vital sign, leading a new era of machine learning in healthcare. Our mission is to replace subjective measurements with objective, actionable data to assess wellness and power more successful patient outcomes. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire SupportYourApp to accomplish?24/7 Support CoverageAbility to scale at needFuture proof our coverage with options for language specific support needs **SOLUTION** How did you find SupportYourApp?Online SearchWhy did you select SupportYourApp over others?High ratingsPricing fit our budgetGood value for costHow many teammates from SupportYourApp were assigned to this project?6-10 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.Currently we are using their shared support model which provides us 25% of the time available to a support team. They offer us 24/7 support with an average response time of 5 minutes with email, chat, and phone coverage. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?We are now able to offer support to our customers and prospects outside of our normal business hours with complete 24/7 coverage.Describe their project management. Did they deliver items on time? How did they respond to your needs?The Support Your App team has been very collaborative and dynamic in meeting our needs. What was your primary form of communication with SupportYourApp?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?Their consistent ask to do more. SupportYourApp actively pushes to receive more tasks, ensuring that they're providing valuable efforts to our organizational goals.Are there any areas for improvement or something SupportYourApp could have done differently?None that I can think of. --- #### IT Staff Aug for Generative AI Platform **The Project** - Services: AI Consulting, AI Development, IT Staff Augmentation - Project size: Confidential - Project length: Apr. 2025 - Ongoing **Project Summary**: SupportYourApp provides IT staff augmentation services for a generative AI platform. They've deployed two agents who handle cases via chat, monitor the client's AI engine, and fix issues in real time. **Review Rating**: 4.5 - Quality: 4.5 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Department Director, HyperCinema - Industry: Advertising & marketing - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Feb 15, 2026 **Feedback Summary**: SupportYourApp has provided a reliable team that the client can trust to oversee their AI operations, reducing errors and boosting their confidence in their service. The team has executed a smooth process, delivering on time and handling issues efficiently. Overall, the client is very satisfied. ""SupportYourApp is willing to work with a small team initially and scale later if needed"" **BACKGROUND** Please describe your company and position.I am the Department Director of HyperCinemaDescribe what your company does in a single sentence.HyperCinema enables teams to create hyperpersonalized marketing campaigns, content systems, and on-site brand moments at scale. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire SupportYourApp to accomplish?Provide a team of agents who could monitor our AI engine during the venue’s operating hours and fix any issues in real time. **SOLUTION** How did you find SupportYourApp?Online SearchWhy did you select SupportYourApp over others?High ratingsPricing fit our budgetAgents available in the territories we requestedHow many teammates from SupportYourApp were assigned to this project?2-5 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.SupportYourApp helps us with two dedicated agents who handle cases via chat. They have been consistently available since the start, and although the team hasn’t expanded, their work has covered all the monitoring and issue resolution we need at this point in time. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?The biggest impact has been reliability. Having a team we can trust to oversee AI operations has reduced errors and given us added confidence that our AI-driven live experiences run smoothly.Describe their project management. Did they deliver items on time? How did they respond to your needs?Their project management has been very smooth. We rarely had additional requests, and the agents consistently delivered on time and handled any issues efficiently. Overall, we were very satisfied with their responsiveness, rating them 9 out of 10.What was your primary form of communication with SupportYourApp?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company? As a startup, it is important for us to start small, and SupportYourApp is willing to work with a small team initially and scale later if needed—something other companies we’ve approached didn't offer. Are there any areas for improvement or something SupportYourApp could have done differently?Not really. The AI engine has improved over time, reducing the number of issues, which has allowed the agents and our team to focus on creating new AI experiences. --- #### Sales & Customer Support for Automation Company **The Project** - Services: Customer Service Outsourcing, Sales Outsourcing - Project size: $1,000,000 to $9,999,999 - Project length: July 2019 - Ongoing **Project Summary**: SupportYourApp provides sales and customer support for an automation company. The team handles live chat and email communication, offers technical support, and helps with lead qualification and reporting. **Review Rating**: 5.0 - Quality: 4.5 - Schedule: 4.5 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Director Digital Experience, Tungsten Automation - Industry: Other industries - Client size: 1,001-5,000 Employees - Review Type: Online Review - Verified **The Review** — Jan 23, 2026 **Feedback Summary**: SupportYourApp has delivered ROI-positive services and generated leads.SupportYourApp has delivered ROI-positive services and generated leads. The team is hard-working, responsive, and communicative. SupportYourApp has provided excellent training and is dedicated to delivering quality work. "“They're sharp, hardworking, responsive, and communicate well.”" **BACKGROUND** Please describe your company and position.I am the Director Digital Experience of Tungsten AutomationDescribe what your company does in a single sentence.Tungsten Automation is the trusted global leader in intelligent workflow automation, providing businesses with robust solutions to automate their most data-intensive business workflows. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire SupportYourApp to accomplish?eCommerce sales & supportEnterprise lead qualificationImproved site visitor experience **SOLUTION** How did you find SupportYourApp?Previous customer at another companyWhy did you select SupportYourApp over others?Pricing fit our budgetGreat culture fitGood value for costPrevious experienceHow many teammates from SupportYourApp were assigned to this project?20Describe the scope of work in detail. Please include a summary of key deliverables.eCommerce Sales & SupportLive chat and email communication with prospects and existing customersUpsell/cross-sell existing customers, helping with upgradesFirst-line tech support on payment, billing, download issues (escalate to tech support as needed)Guide prospects through products, options, pricing, feature questions, get them to buy or request a quoteReporting Enterprise Lead Qualification as SDRsAnswer prospect questionsQualify and create leads in SalesforceRouting to BDRsReporting Website User ExperienceGuiding visitors to the right location (webpage, sales rep, support team, finance, HR, etc) **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?We're using Drift as the chat platform, and the app tracks all engagements along with performance metrics such as response times, number of engagements, appointments set, leads routed, etc. We also track eCommerce revenue generated through direct sales the team does, including both new customer sales and upgrades to existing customers. This alone is ROI positive - even more so including enterprise leads generated.Describe their project management. Did they deliver items on time? How did they respond to your needs?Project manager/account manager assigned. Engagement now is mainly when hiring new team members and coordinating interviews. During the onboarding phase, we also worked through product training, scripts, and processes. One member of the team works as the team manager, so that's my primary point of contact. He's responsible for training and monitoring the rest of the team.What was your primary form of communication with SupportYourApp?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?Company is Kyiv based, and my team worked through the Russian invasion without downtime, and I'd chat with reps who were working in the dark on hotspots while rockets and helicopters were flying overhead. Serious kudos and dedication!Excellent quality of candidates from so many different countries - they're sharp, hardworking, responsive, and communicate well Are there any areas for improvement or something SupportYourApp could have done differently?A little more consistent proactiveness would be great. Our first team manager would suggest workflow improvements, refine our reporting, and went above and beyond. Subsequent ones weren't as active. Not a bad thing, but since they're the front line contact with prospects and customers, if questions or issues come up that could be improved, it would be helpful they bubble it up instead of maintaining status quo. --- #### Customer Service Outsourcing for Software Development Co **The Project** - Services: Customer Service Outsourcing - Project size: Confidential - Project length: Jan. 2021 - Ongoing **Project Summary**: SupportYourApp provides customer support services for a software development company. The team handles email support 24/7, providing approximately one hour of dedicated support per shift. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Head of Marketing, Yelyzaveta Kibets - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Jan 13, 2026 **Feedback Summary**: SupportYourApp's work has led to noticeable increases in customer satisfaction. The team provides 24/7 email support and ensures quick responses to user inquiries. SupportYourApp has a smooth and well-organized project management process. The client communicates with the team via email and Slack. ""We appreciate the team's tenacity in handling and reducing a growing backlog."" **BACKGROUND** Please describe your company and position.I am the Head of Marketing of Yelyzaveta KibetsDescribe what your company does in a single sentence.Softorino is a software development company specializing in solutions for macOS and Windows,focused on creating user-friendly applications. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire SupportYourApp to accomplish?Provide Level 1 customer support, ensuring timely and effective responses to our users’ inquiries. **SOLUTION** How did you find SupportYourApp?ReferralWhy did you select SupportYourApp over others?High ratingsPricing fit our budgetGreat culture fitGood value for costReferred to meCompany values alignedHow many teammates from SupportYourApp were assigned to this project?6-10 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.SupportYourApp’s team handles email support 24/7, providing approximately one hour of dedicated support per shift. They’re working continuously to refine workflows and develop a strong, effective support function, with five shared consultants contributing to consistent coverage and quality service. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?The team consistently provides 24/7 email support, making sure user inquiries are responded to quickly. Their work helped improve our support processes over time and led to noticeable increases in customer satisfaction.Describe their project management. Did they deliver items on time? How did they respond to your needs?Project management is smooth and well-organized. We primarily communicate via email and Slack, supplemented by monthly meetings.What was your primary form of communication with SupportYourApp?In-Person MeetingVirtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?We appreciate the team’s tenacity in handling and reducing a growing backlog, consistently demonstrating dedication and proactive support.Are there any areas for improvement or something SupportYourApp could have done differently?The team has made noticeable progress in improving CSAT scores over the past few months. Continuing to focus on this area will help further enhance the support experience and deliver even greater value to our users. --- #### Outsourced Back-Office/Customer Service for Wellness App Co **The Project** - Services: Back Office Outsourcing, Customer Service Outsourcing - Project size: Confidential - Project length: Jan. 2023 - Ongoing **Project Summary**: SupportYourApp provides ongoing technical and operational support for a wellness mobile app company. The team focuses on maintaining stability, addressing user-reported issues, and supporting app updates. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** COO, Supernal World Creations - Industry: Non-profit - Client size: 1-10 Employees - Review Type: Online Review - Verified **The Review** — Dec 23, 2025 **Feedback Summary**: SupportYourApp's work has improved the client's app stability and performance, reduced technical issues, and ensured operational continuity. The team's project management is strong, and they deliver on time. SupportYourApp's team is attentive to needs and proactive in resolving challenges. ""SupportYourApp's quality and genuineness of their people were impressive."" **BACKGROUND** Please describe your company and position.I am the COO of Supernal World CreationsDescribe 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 SupportExecutive Assistant **SOLUTION** How did you find SupportYourApp?Online SearchWhy did you select SupportYourApp over others?High ratingsPricing fit our budgetGood value for costCompany values alignedHow many teammates from SupportYourApp were assigned to this project?2-5 EmployeesDescribe 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 StabilityReduction in unresolved technical issues affecting app functionalityIncreased consistency of app performance across supported environmentsSuccessful stabilization following updates and maintenance activities2. Timely Issue ResolutionUser-reported and internally identified issues were investigated and addressed within operationally reasonable timeframesFewer recurring issues after fixes were implemented, indicating effective root-cause resolutionImproved responsiveness to technical support needs during active usage periods3. Successful Support of App UpdatesApp updates were deployed with minimal disruption to existing usersPost-release issues were identified and resolved promptlyContinued functionality was maintained during iterative improvements4. Operational ContinuityBackend and configuration support contributed to uninterrupted app availabilityReduced operational bottlenecks related to technical issuesConsistent support coverage ensured continuity of service during critical periodsDescribe 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 MeetingEmail or Messaging AppWhat 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.  --- #### Customer Support Services for VR Fitness App **The Project** - Services: Customer Service Outsourcing - Project size: $10,000 to $49,999 - Project length: Nov. 2024 - Ongoing **Project Summary**: SupportYourApp provides customer support services for a VR fitness app. The team handles email, chat, and social responses, identifies and diagnoses product bugs, and monitors and moderates app store reviews. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** CMO, FitXR - Industry: Fitness - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Dec 3, 2025 **Feedback Summary**: SupportYourApp has helped the client achieve high customer satisfaction scores and positive feedback on their customer support team. They also improve the client's response quality and timeliness. The team is highly autonomous and very adaptable to the client's scaling business needs. ""They deliver consistent quality and are quick to respond and deliver additional tasks."" **BACKGROUND** Please describe your company and position.I am the CMO of FitXRDescribe 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 usersSupport social monitoringModerate app store reviews **SOLUTION** How did you find SupportYourApp?ReferralWhy did you select SupportYourApp over others?Pricing fit our budgetGreat culture fitGood value for costReferred to meHow many teammates from SupportYourApp were assigned to this project?1 EmployeeDescribe 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 responsesProduct bug/issue identificiation and diagnosis with engineering teamCommunity success shout outsApp 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 interactionsSocial & app review mentions of customer support individualsImproved response quality and timlinessDescribe 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 AppWhat 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 --- #### Customer Support for Product Information Mgmt Company **The Project** - Services: Call Center Services, Customer Service Outsourcing - Project size: Confidential - Project length: Jan. 2023 - Jan. 2035 **Project Summary**: SupportYourApp provides 24/7 customer support for a product information management platform. The team manages all customer inquiries through email and phone and ensures the smooth running of operations. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 4.5 - Willing to Refer: 5.0 **The Reviewer** Head of Customer & Partner Experience, Product Info Mgmt Co - Industry: Other industries - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Nov 19, 2025 **Feedback Summary**: SupportYourApp has successfully handled over 300 tickets per month while maintaining strong SLA performance. The team's organized and transparent project management approach has helped deliver reliable customer service. Their flexibility and commitment to the schedule are truly commendable. ""SupportYourApp easily adjusts to our operational needs, which makes collaboration smooth and efficient."" **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 dayProvide 24/7 coverage and the flexibility to adjust working hours based on our clients’ needs **SOLUTION** How did you find SupportYourApp?Online SearchWhy did you select SupportYourApp over others?High ratingsPricing fit our budgetGood value for costCompany values alignedHow many teammates from SupportYourApp were assigned to this project?6-10 EmployeesDescribe 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 MeetingEmail or Messaging AppWhat 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. --- #### L2 Technical Support for EdTech Firm **The Project** - Services: Customer Service Outsourcing, IT Managed Services, Other IT Consulting and SI - Project size: Confidential - Project length: Jan. 2024 - Ongoing **Project Summary**: SupportYourApp provides L2 technical support for an edtech company, filling in for their night shift operations. They handle email support, resolve customer issues, and ensure consistent customer communication. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** CTO, EdTech Firm - Industry: Education - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Nov 17, 2025 **Feedback Summary**: SupportYourApp's dedicated agent has helped the client provide customer support during nighttime hours and manage their workload effectively. As a result, the client considers expanding the team. Moreover, SupportYourApp has been responsive, straightforward, dedicated, and communicative. ""The team is always quick to respond, making collaboration efficient and seamless."" **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 SearchWhy did you select SupportYourApp over others?High ratingsPricing fit our budgetCompany values alignedHow many teammates from SupportYourApp were assigned to this project?2-5 EmployeesDescribe 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 MeetingWhat 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. --- #### Customer Service Outsourcing for Audio Technology Company **The Project** - Services: Customer Service Outsourcing - Project size: Confidential - Project length: Jan. 2025 - Ongoing **Project Summary**: SupportYourApp provides customer support services for an audio technology company. The team handles email and chat support from 4 p.m. to 1 a.m. Kyiv time and manages side projects for the client. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Head of Customer Experience, Audio Technology Company - Industry: Other industries - Client size: 1-10 Employees - Review Type: Online Review - Verified **The Review** — Oct 21, 2025 **Feedback Summary**: SupportYourApp has resolved all tickets during their shift with minimal involvement from the client. The team has excellent communication and holds weekly meetings to ensure everything stays aligned. SupportYourApp is friendly and professional, making collaboration seamless and highly effective. ""Our consultant, Lucas, has shown exceptional dedication and genuine care for our business."" **BACKGROUND** Please describe your company and position.I am the Head of Customer Experience of an audio technology companyDescribe 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 SearchWhy did you select SupportYourApp over others?High ratingsPricing fit our budgetGood value for costHow many teammates from SupportYourApp were assigned to this project?2-5 EmployeesDescribe 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 MeetingEmail or Messaging AppWhat 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! --- #### Customer Service Outsourcing for Software Company **The Project** - Services: Customer Service Outsourcing - Project size: Confidential - Project length: Oct. 2023 - Ongoing **Project Summary**: SupportYourApp provides 24/7 customer support for a visitor management software company. The team provides support via phone, chat, and email. They use Salesforce as the central platform for case management. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Sr Support Manager, OfficeSpace Software - Industry: Other industries - Client size: 201-500 Employees - Review Type: Online Review - Verified **The Review** — Oct 12, 2025 **Feedback Summary**: SupportYourApp has delivered excellent 24/7 omnichannel support with strong service availability and fast response times. As a result, the client has achieved high customer satisfaction scores. The team has been responsive, reliable, and proactive, and their project management is well-organized. ""The team’s proactive approach is remarkable — they regularly spot opportunities to improve workflows."" **BACKGROUND** Please describe your company and position.I am the Sr. Support Manager of OfficeSpace SoftwareDescribe 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 spacemanagement. **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?ReferralWhy did you select SupportYourApp over others?Pricing fit our budgetGood value for costReferred to meHow many teammates from SupportYourApp were assigned to this project?6-10 EmployeesDescribe 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 proactiveDescribe 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 supportchannels. 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 MeetingWhat 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. --- #### Customer Service Outsourcing for Self-Care Platform **The Project** - Services: Customer Service Outsourcing - Project size: Confidential - Project length: May 2024 - Ongoing **Project Summary**: SupportYourApp provides customer support services for a self-care platform. SupportYourApp expands the client's support team with agents who handle incoming inquiries and ensure users have a smooth experience. **Review Rating**: 4.0 - Quality: 4.0 - Schedule: 4.0 - Cost: 5.0 - Willing to Refer: 4.5 **The Reviewer** Customer Support Manager, Self-Care Platform - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Jul 8, 2025 **Feedback Summary**: SupportYourApp has received positive feedback from the client. The team has been responsive, reliable, and easy to work with. The team operates during the client's key hours. SupportYourApp communicates via email and holds monthly meetings to review progress and align on the next steps. ""Everyone is efficient and proactively communicative, which makes working with them a breeze!"" **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 teamEstablish a reliable, scalable, and customer-centric support experienceHandle incoming inquiries as efficiently as possible **SOLUTION** How did you find SupportYourApp?ReferralWhy did you select SupportYourApp over others?Pricing fit our budgetGood value for costReferred to meHow many teammates from SupportYourApp were assigned to this project?2-5 EmployeesDescribe 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 MeetingWhat 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. --- #### Call Center & Customer Support Services for Software Company **The Project** - Services: Call Center Services, Customer Service Outsourcing - Project size: Confidential - Project length: Apr. 2017 - Ongoing **Project Summary**: SupportYourApp provides call center and customer support services for a software company. The team offers 24/7 support, gathers customer information, and escalates cases to the client for action or resolution. **Review Rating**: 5.0 - Quality: 4.5 - Schedule: 5.0 - Cost: 4.5 - Willing to Refer: 5.0 **The Reviewer** Post-Sales Support Team Lead, StarWind Software - Industry: Other industries - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — May 2, 2025 **Feedback Summary**: SupportYourApp's efforts have led to a significantly higher call pickup rate. The team is transparent about their work and ready to provide updates or address concerns, ensuring seamless communication. SupportYourApp's responses to phone calls are swift, and their information is accurate. ""We appreciate the team's swift responses to phone calls and the accuracy of the information shared with us."" **BACKGROUND** Please describe your company and position.I am the Post-sales Support Team Lead of StarWind SoftwareDescribe 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?ReferralWhy did you select SupportYourApp over others?High ratingsClose to my geographic locationPricing fit our budgetGreat culture fitGood value for costHow many teammates from SupportYourApp were assigned to this project?6-10 EmployeesDescribe 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 MeetingEmail or Messaging AppWhat 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. --- #### Customer Support Services for Science-Inspired Products Co **The Project** - Services: CRM Consulting and SI, Customer Service Outsourcing, Other Application Development - Project size: $10,000 to $49,999 - Project length: Feb. 2024 - Ongoing **Project Summary**: SupportYourApp provides customer support services for a science-inspired products company. The team handles customer inquiries related to purchases, deliveries, and returns. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Department Head, Kurzgesagt - Industry: Other industries - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Apr 30, 2025 **Feedback Summary**: SupportYourApp has improved response times, customer satisfaction, and negative feedback reduction. The team efficiently handles peak season volumes, maintaining efficiency during busy times. SupportYourApp is quick to respond to the client's needs and adjust accordingly. "“The experience has been great.”" **BACKGROUND** Please describe your company and position.I'm a department head at KurzgesagtDescribe 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 SearchWhy did you select SupportYourApp over others?High ratingsPricing fit our budgetGood value for costHow many teammates from SupportYourApp were assigned to this project?2-5 EmployeesDescribe 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 AppWhat 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. --- #### Customer Service Outsourcing for E-Commerce Company **The Project** - Services: Customer Service Outsourcing - Project size: Confidential - Project length: June 2024 - Ongoing **Project Summary**: SupportYourApp provides customer support services for an e-commerce company. The team has provided a support consultant to handle the client's email customer communication and QA. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Owner, E-Commerce Company - Industry: eCommerce - Client size: 1-10 Employees - Review Type: Online Review - Verified **The Review** — Oct 21, 2024 **Feedback Summary**: Thanks to SupportYourApp, the client has seen increased customer satisfaction and retention. The team provides high-level, personalized support and is in charge of updating the documentation. SupportYourApp's smooth operations and result-oriented approach are hallmarks of their performance. ""Everyone we interacted with has been impressive and professional."" **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 SearchWhy did you select SupportYourApp over others?High ratingsPricing fit our budgetCompany values alignedHow many teammates from SupportYourApp were assigned to this project?2-5 EmployeesDescribe 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 CSAT2. Increased customer retentionDescribe 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 MeetingEmail or Messaging AppWhat 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 --- #### Customer Service Outsourcing for Public Transportation Co **The Project** - Services: Call Center Services, Customer Service Outsourcing - Project size: Confidential - Project length: Feb. 2022 - Ongoing **Project Summary**: SupportYourApp provides customer support services for a public transportation company. The team monitors customer requests 24/7, handling support cases for the client's products and the companies they acquire.  **Review Rating**: 4.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 4.0 - Willing to Refer: 5.0 **The Reviewer** Customer Support Team Lead, Optibus - Industry: Other industries - Client size: 201-500 Employees - Review Type: Online Review - Verified **The Review** — Oct 10, 2024 **Feedback Summary**: SupportYourApp's work has increased the client's CSAT and reduced the resolution time of support cases raised by enterprise customers. The team demonstrates dedication, professionalism, and flexibility and provides quick services, monthly calls, and regular communication via Slack and email. ""The service provided by SupportYourApp is quick and delivered with much care and a personal touch."" **BACKGROUND** Please describe your company and position.I am the Customer Support Team Lead of OptibusDescribe 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?ReferralWhy did you select SupportYourApp over others?Pricing fit our budgetGood value for costReferred to meHow 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 MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?Dedication of the management team.Professionalism and dedication of the dedicated consultants.Flexibility of the services.Are there any areas for improvement or something SupportYourApp could have done differently?Streamline the hiring process for consultants. --- #### Customer Support for Smart Home Climate Control Brand **The Project** - Services: Customer Service Outsourcing - Project size: Confidential - Project length: Jan. 2019 - Ongoing **Project Summary**: SupportYourApp provides customer support services to a smart home climate control brand. The team handles inbound inquiries, onboards end clients, manages the CRM system, and analyzes customer feedback. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Director of Customer Experience & Operations, Sensibo - Industry: HVAC - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Aug 27, 2024 **Feedback Summary**: SupportYourApp has helped the client improve their customer support operations, increasing their CSAT by 10% within the first six months of the collaboration and reducing their average response and resolution times by over 50%. Moreover, the team manages the project well and delivers on time. ""They're flexible in adapting to any changes or new requirements."" **BACKGROUND** Please describe your company and position.I am the Director of Customer Experience & Operations of SensiboDescribe 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 SearchWhy did you select SupportYourApp over others?High ratingsGood value for costHow many teammates from SupportYourApp were assigned to this project?2-5 EmployeesDescribe 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 supportassisting with customer onboardingmanaging our CRM systemcollecting and analyzing customer feedbackThey 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 MeetingWhat 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 --- #### Customer Support Services for HealthTech Company **The Project** - Services: Call Center Services, Customer Service Outsourcing - Project size: $50,000 to $199,999 - Project length: May 2021 - Ongoing **Project Summary**: SupportYourApp provides customer support services to a healthtech firm. They manage the client's email customer communication, handle their Zendesk system, conduct QA reviews, and create a knowledge base. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** CEO, Blueheart - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — May 13, 2024 **Feedback Summary**: SupportYourApp has provided the client with professional customer support and QA teams. They've also helped the client establish a customer-oriented knowledge base and prepare to integrate another communication method via app store responses. Moreover, the team is professional and on time. ""We're impressed with their dedication to helping us achieve our goals whenever they can or whenever we need them."" **BACKGROUND** Please describe your company and position.I am the CEO of BlueheartDescribe 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?ReferralWhy did you select SupportYourApp over others?High ratingsPricing fit our budgetGood value for costHow many teammates from SupportYourApp were assigned to this project?1 EmployeeDescribe 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 MeetingEmail or Messaging AppWhat 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. --- #### Customer Support Services for R&D Service Provider **The Project** - Services: Call Center Services, Customer Service Outsourcing - Project size: $50,000 to $199,999 - Project length: Oct. 2018 - Feb. 2020 **Project Summary**: An R&D service provider hired SupportYourApp to provide them with a customer support team. The support services were provided via email, chat, web form, and phone. The team also provided a dedicated consultant. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** CEO & Founder, Sirin Software LLC - Industry: Other industries - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Feb 3, 2024 **Feedback Summary**: SupportYourApp delivered great work, receiving positive feedback from the client’s end customers. The team managed the engagement well and was always available to provide updates and answer questions. Overall, their proactive communication and professionalism were a highlight of the engagement. ""They had quick, professional, and proactive communication from the very start."" **BACKGROUND** Please describe your company and position.I am the CEO & Founder of Sirin Software LLCDescribe what your company does in a single sentence.R&D service provider in the field of IoT solutions **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire SupportYourApp to accomplish?We needed a professional customer support team that could provide multichannel supportWe needed a team that would speak multiple languagesWe wanted to delegate our support to a reliable provider to spare resources for priority tasks **SOLUTION** How did you find SupportYourApp?ReferralWhy did you select SupportYourApp over others?Pricing fit our budgetGood value for costCompany values alignedHow many teammates from SupportYourApp were assigned to this project?6-10 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.Customer support was provided via chat, email, web form, and phone. Operating languages were English and Japanese. Our coverage was from Sunday to Friday, 7 am – 3 pm EET. The team integrated with our CRM system and provided timely reports on performance. A dedicated consultant responded to our customers’ requests, escalating more complicated questions directly to our team. SupportYourApp performed QC and communicated with us proactively **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Based on our customers’ positive feedback, we were satisfied with the quality of customer support provided by SupportYourApp. In the meantime, we were able to focus on strategic tasks.Describe their project management. Did they deliver items on time? How did they respond to your needs?During our collaboration, our responsible manager was always there for us to report on the progress and answer all the questions we hadWhat was your primary form of communication with SupportYourApp?In-Person MeetingVirtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?They had quick, professional, and proactive communication from the very start. Are there any areas for improvement or something SupportYourApp could have done differently?The service was quite sufficient, can’t really point anything out --- #### BPO for Blockchain-Based Noncustodial Wallet Provider **The Project** - Services: Customer Service Outsourcing - Project size: Confidential - Project length: Apr. 2020 - Ongoing **Project Summary**: SupportYourApp provides customer support for a blockchain-based noncustodial wallet provider. The team focuses on Ukrainian, Argentinian, and American user support, customer journey optimization, and guidance. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Head of Customer Success, Stellar Development Foundation - Industry: Financial services - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Aug 2, 2023 **Feedback Summary**: SupportYourApp has successfully set up two customer support teams for the client that resolve any issues that end customers might have. SupportYourApp offers friendly and professional communication via Slack and virtual meetings. Moreover, they're always ready to help, so the client is satisfied. ""They are always ready to provide us with any information we need."" **BACKGROUND** Please describe your company and position.I am the Head of Customer Success of Stellar Development FoundationDescribe what your company does in a single sentence.We run a noncustodial wallet built on the Stellar blockchains. We run 2 wallets. The first one is a core version, and it targets users in the US and Argentinian markets. The second one is an aid version that is designed to help people in need to receive financial aid through the wallet. The aid is usually paid by aid relief organizations. Currently, this version operates only in Ukraine. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire SupportYourApp to accomplish?We needed to ensure that Ukrainians who received financial help from aid relief organizations get a smooth user experience. We wanted to provide top-notch customer service to make sure they receive quality support at every step of the way.As our project constantly grows and expands to new markets, we want to make our users receive not only high-quality products, but also high-quality customer support. After having worked with the Ukrainian part of the SupportYourApp team, we were sure that they were a good fit for us, so we expanded our support with agents in Latin America. **SOLUTION** How did you find SupportYourApp?Online SearchWhy did you select SupportYourApp over others?High ratingsGreat culture fitCompany values alignedHow many teammates from SupportYourApp were assigned to this project?6-10 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.SupportYourApp provides us with a big team that includes a Team Lead and a Quality Assurance professional. They focus exclusively on Ukrainian users and provide support via chat, email, and over the phone. After we started growing and expanding, we decided to also hire a team for our core product.Right now, we have 3 additional people (including an additional Team Lead) who focus on our users from Argentina and the USA only. They take care of email customer communication and deal with customer journey optimization. They also create guides, visual instructions, make suggestions, and create internal documentation. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?We set up 2 support teams that can now help our customers resolve any issues they may have.Describe their project management. Did they deliver items on time? How did they respond to your needs?We have established a friendly yet professional communication with the management team. We message in Slack and have online meetings with our Service Delivery Manager. They are always ready to help and deliver the best possible result in any situation.What was your primary form of communication with SupportYourApp?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?We are very satisfied with them overall. They are always ready to provide us with any information we need and communication with them is always a pleasure.Are there any areas for improvement or something SupportYourApp could have done differently?Not right now. We are very happy with them. --- #### Customer Support for Gift & Accessories Brand **The Project** - Services: Customer Service Outsourcing - Project size: Confidential - Project length: Oct. 2021 - Ongoing **Project Summary**: SupportYourApp provides customer support services to a gift and accessories brand. They've deployed three agents who offer phone and email support seven days a week for 14-22 hours daily. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Director, Gift & Accessories Brand - Industry: Retail - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Jun 21, 2023 **Feedback Summary**: SupportYourApp has integrated their team into the client's processes, enabling them to function effectively and become an integral part of the brand's customer service. The client lauds the vendor's responsiveness, proactiveness in fixing issues, and commitment to fostering a fruitful relationship. ""What distinguishes them is their active commitment to rectifying problems when they arise."" **BACKGROUND** Please describe your company and position.I am the Director of a consumer products & services companyDescribe what your company does in a single sentence.We are a premium gift and accessories brand with heritage dating back to 1897. We are based in Scotland, where we manufacture and from where we ship direct to customers around the world via our international websites. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire SupportYourApp to accomplish?We needed a reliable partner that would help us with our arising support needs. **SOLUTION** How did you find SupportYourApp?Online SearchWhy did you select SupportYourApp over others?High ratingsGreat culture fitGood value for costHow many teammates from SupportYourApp were assigned to this project?2-5 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.We started off with a shared support team, but later decided to switch to a Dedicated model to have better coverage. The team now works 7 days a week, 14–22 hours a day. 3 SupportYourApp agents cover phone and email for us. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?The remote team is now well-integrated into our processes and functioning effectively as an integral component of our service to customers.Describe their project management. Did they deliver items on time? How did they respond to your needs?Initially things were quite difficult, but after better aligning their services to our requirements we now have a very effective ongoing working relationship.What was your primary form of communication with SupportYourApp?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?They are responsive when things go awry, they are committed to the relationship succeeding, and they're proactive when we express concerns. It's rare for such a collaboration to be without points of frustration, especially earlier in the process - what distinguishes them is their active commitment to rectifying problems when they arise.Are there any areas for improvement or something SupportYourApp could have done differently?In our case, I would like to have had better trained consultants on our project from the get-go. --- #### Call Center Services for Education Company **The Project** - Services: Call Center Services - Project size: Confidential - Project length: Aug. 2022 - Ongoing **Project Summary**: SupportYourApp provides Tier 1 help desk support for an education company. This includes responding to email and phone inquiries, applying tags, escalating issues, and providing analytics reports and insights. **Review Rating**: 4.5 - Quality: 4.5 - Schedule: 4.5 - Cost: 4.5 - Willing to Refer: 5.0 **The Reviewer** Executive, Education Company - Industry: Education - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — May 19, 2023 **Feedback Summary**: Thanks to SupportYourApp, the client has experienced a drop in the number of escalations and tickets. The service provider delivers all tasks in a timely manner. They also promote excellent communication through weekly meetings and email. Their commitment, skill set, and knowledge are commendable. ""We are pleased with the partnership thus far."" **BACKGROUND** Please describe your company and position.I am an executive at an education companyDescribe what your company does in a single sentence.Build and implement systems, provide content expertise and consultation, supporting research-practice opportunities in the field of Education. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire SupportYourApp to accomplish?Provide Tier 1 Help Desk Support **SOLUTION** How did you find SupportYourApp?Online SearchOtherWhy did you select SupportYourApp over others?Pricing fit our budgetGood value for costCompany values alignedHow many teammates from SupportYourApp were assigned to this project?2-5 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.Support your App provides Tier 1 help desk support for our Registry project. This includes: * Responding to both email and phone inquiries from system users need assistance with specific tasks, features, and functions within the system. This includes help with logging in/password reset, managing profile information, adding records and uploading files, and more. * Apply "tags" to issues based on defined categories as part of tracking trends and determining potential new/additional supports needed for users * Escalating issues that go beyond the defined Tier 1 criteria to our team for tier 2 support * Communicating any bugs/issues reported by users to team for follow-through * Providing both weekly and monthly analytics reports with defined criteria * Sharing insights, suggestions, and ideas to the team for consideration **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?* Weekly and monthly analytics reports showing number of tickets resolved, categories of tickets and inquiries, etc. * Less escalations from SYA to our team based on growing understanding and comfort with the system among SYA reps (Skill set and knowledge base of reps growing = less tickets needing escalation)Describe their project management. Did they deliver items on time? How did they respond to your needs?* Reports delivered on time based on agreed-upon determined schedule * Weekly check-in meetings enabling our team and SYA to discuss issues, work through resolutions, ensure alignment, and provide clarifications, updates, and guidance on appropriate response to a variety of user questions and issues. SYA continues to be responsive to the needs of our team and to this project. Issues are followed up , communication is open and dynamic. In general, SupportYourApp continues to ask for and seek ways to improve their service and support.What was your primary form of communication with SupportYourApp?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?Impressive to have multiple representatives in different countries all working together and coordinating time, effort, and allocation to ensure coverage on this project. Weekly meetings are attended by all reps, each in different countries and timelines - shows a commitment to the project and its success.Are there any areas for improvement or something SupportYourApp could have done differently?Nothing to note at this time. We are pleased with the partnership thus far. --- #### Customer Support for E-Commerce Company **The Project** - Services: Call Center Services, Customer Service Outsourcing - Project size: Confidential - Project length: May 2021 - Ongoing **Project Summary**: SupportYourApp provides ongoing customer support for an e-commerce company. The team is responsible for external support to the client's customers via chat, email, and phone in two languages. **Review Rating**: 5.0 - Quality: 4.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Team Lead Customer Care, E-Commerce Company - Industry: Advertising & marketing - Client size: 201-500 Employees - Review Type: Online Review - Verified **The Review** — May 5, 2023 **Feedback Summary**: By engaging with SupportYourApp, the client is now available by phone and WhatsApp for 14 hours a day, all week. Response time has improved, allowing customers to receive answers to their queries faster. SupportYourApp collaborates efficiently through virtual meetings and emails. ""They are always very responsive and ready to help."" **BACKGROUND** Please describe your company and position. I am the Team Lead Customer Care of an ecommerce company Describe what your company does in a single sentence. We are a technology-driven brand platform that stands for the digitalisation of the pet market as well as the successful brand building and multi-channel distribution of premium pet food. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire SupportYourApp to accomplish? External support for our inhouse professionals to deal with increase of requests. Offer more communication channels and be available for more hours in the day **SOLUTION** How did you find SupportYourApp? Online Search Why did you select SupportYourApp over others? Pricing fit our budget Good value for cost Company values aligned How many teammates from SupportYourApp were assigned to this project? 13 Describe the scope of work in detail. Please include a summary of key deliverables. We were going to expand to new markets and were in need of a support team. We were looking for a provider that would be able to set an optimal price and service quality for us and could scale with us into different countries. With SupportYourApp, we started out with 4 customer support agents and 1 back office consultant. We now have 9 customer support agents and 4 back office consultants. They support our clients via chat, email, and phone in two languages. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success? We are now available by phone and WhatsApp for 14 hours / 7 days a week Our response time is much quicker and customers get answers to their queries in record time Describe their project management. Did they deliver items on time? How did they respond to your needs? We are in constant contact with them. We can reach out to them through a corporate messenger when we have an urgent matter. Other than that, we keep our contact via email and regular catch-up meetings. They are always very responsive and ready to help. What was your primary form of communication with SupportYourApp? Virtual Meeting Email or Messaging App What did you find most impressive or unique about this company? Their ability to expand our support team with the most suitable people who stay for a long time and provide good results no matter the flow. Are there any areas for improvement or something SupportYourApp could have done differently? Nothing I can think of. --- #### Call Center Services for Meditation App **The Project** - Services: Call Center Services - Project size: Confidential - Project length: Oct. 2018 - Ongoing **Project Summary**: SupportYourApp provides customer support services for a mediation app in 19 languages. The team handles the client's social media accounts, processes documentation, and escalates complex cases. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Manager, Meditation App - Industry: Other industries - Client size: 201-500 Employees - Review Type: Online Review - Verified **The Review** — Jan 23, 2023 **Feedback Summary**: SupportYourApp has successfully delivered high-quality work timely, exceeding the client's expectations. They have communicated frequently and responded promptly via Slack, ensuring an effective workflow. Their willingness to learn and readiness to help are hallmarks of their work. ""They are always ready to help and take on new things and responsibilities."" **BACKGROUND** Please describe your company and your position there. We are a B2C company that develops a mediation and sleep app for global users. I am a manager. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire SupportYourApp, and what were your goals?? We initially hired SupportYourApp to assist with customer support. With time, we added taking care of our social media to the list of their responsibilities. Right now, they also handle a significant portion of our project and process documentation. **SOLUTION** How did you select this vendor and what were the deciding factors? Our team researched several vendors, and chose SupportYourApp due to a combination of quality, cost, level of oversight provided by SYA, and ease of implementation. Describe the project in detail and walk through their service package, including any calling tools used. As we have users around the globe, we have a dedicated team that answers our users’ questions via email. They also escalate more serious cases directly to our team, so we can deal with issues that require product updates or an even deeper knowledge of our app. Our ticket volume varies throughout the year, with a massive increase during the holiday season. Our team speaks 19 languages — English, Spanish, Portuguese, French, German, Korean, Japanese, etc. We have consultants from Ukraine, Brazil, and the Philippines. Through the years of our cooperation, the team grew in size several times. First, they were only taking care of our customer support, but soon they also started helping us in other areas as well—including process documentation and escalated or complex cases. Who did you work with and what was the feedback process like? We worked largely with our Service Delivery Manager and our Team Supervisor at SYA. We meet biweekly to discuss process changes or staffing needs, and consistently communicate via Slack. **RESULTS & FEEDBACK** Can you share any measurable outcomes of the project or general feedback about the service? We now have a large professional support team our users can turn to if they have issues while using our products. After we gave SupportYourApp additional responsibilities, we started having more time to focus on our department strategy and on improving processes on the team. Describe their project management style, including communication tools and timeliness. We primarily communicate via Slack, email, and regular meetings. Our contacts at SYA are very proactive with their communication of any team-related updates, and are very available for questions and requests that may come up. What did you find most impressive or unique about this company? Their willingness to learn and work with new things and new tasks. They are always ready to help and take on new things and responsibilities. We've consistently been able to deliver best-in-class support to our customers, in large part due to the professionalism and caliber of the SYA team. Are there any areas for improvement or something they could have done differently? In my time working with SYA, I have not had to work with their team on significant improvement areas. They are very good at what they do! --- #### Call Center Services for B2C Software Solutions Company **The Project** - Services: Call Center Services - Project size: Confidential - Project length: Aug. 2021 - Ongoing **Project Summary**: SupportYourApp provides call center services for a B2C software solutions company. The team is responsible for answering customer requests, transferring files, and providing general support. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Support Team Lead, B2C Software Solutions Company - Industry: Other industries - Client size: 201-500 Employees - Review Type: Online Review - Verified **The Review** — Jan 17, 2023 **Feedback Summary**: SupportYourApp’s support and communication have increased the client's resolution rate and led to a long-term partnership. The team has the ability to resolve challenging cases and handle large ticket volumes. They have communicated biweekly via Slack and Google Meet, ensuring an effective workflow. ""Their support and communication are incredible."" **BACKGROUND** Please describe your company and your position there. We are a B2C company. Our software solutions help people around the world transfer, send, and receive their files safely. I am a Support Team Lead. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire SupportYourApp, and what were your goals?? We started working with SupportYourApp because we were looking for a professional team to take care of our customers. We wanted to have a team, our customers could turn to to resolve issues connected with file transferring, subscription and to get their answers about our service in general. **SOLUTION** How did you select this vendor and what were the deciding factors? We selected SupportYourApp after having talked to several other support providers. We liked the way their sales team communicated with us and their readiness to fully satisfy our requirements. Describe the project in detail and walk through their service package, including any calling tools used. Our team gets moderate to high work volume. They know how to deal with customers who have difficult requests. We have coverage 7 days a week from 9 am to 11 pm. Our team members come from Ukraine, Serbia, and Nigeria. We started off with 3 support agents, but then expanded to 4 English-speaking consultants who communicate with our customers via email. And that is who our team consists of now. Who did you work with and what was the feedback process like? Even being in different countries, we never have problems with reaching out to our Service Delivery Manager and getting the answers we need from them. We have regular touch points and communication through Slack and Google meets. **RESULTS & FEEDBACK** Can you share any measurable outcomes of the project or general feedback about the service? We are very happy with the way the team handles difficult requests. The team’s ability to resolve any ticket (they can of course escalate especially tough tickets, if needed) has increased our resolution rate. Describe their project management style, including communication tools and timeliness. We meet biweekly with the delivery service manager to check in and we also have a monthly check in with the team of consultants. We also have quarterly business reviews. What did you find most impressive or unique about this company? Getting started with SupportYourApp was seamless. Their support and communication are incredible. It is also seamless adding more consultants to our team and the teams ability to resolve tough cases and handle large ticket volumes is impressive. 14 Are there any areas for improvement or something they could have done differently? Nothing so far, we’re happy with how things are going! --- #### Customer Support Services for B2B Software Development Firm **The Project** - Services: Business Consulting, Call Center Services - Project size: $10,000 to $49,999 - Project length: Dec. 2020 - Ongoing **Project Summary**: SupportYourApp provides customer support services for a B2B software development firm. They've deployed two consultants who communicate with the end customers through Slack and a CRM ticketing system. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 4.5 - Cost: 4.5 - Willing to Refer: 5.0 **The Reviewer** Head of Customer Success, B2B Software Development Firm - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Jan 10, 2023 **Feedback Summary**: SupportYourApp maintains the client's excellent level of user feedback and receives compliments from end customers on how efficiently they resolve issues. Their support also enables the client's in-house team to take on other roles in the business. Moreover, the vendor communicates regularly. ""We're impressed by how they connect with different customers and find a way to approach every request."" **BACKGROUND** Please describe your company and your position there. We are a B2B company that offers businesses and users a solution for scheduling. I am Head of Customer Success. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire SupportYourApp? We started working with SupportYourApp because we needed a professional team to take care of our customer support. We were also seeking a professional team that would become the first POC for our troubleshooting **SOLUTION** How did you select this firm and what were the deciding factors? We selected SupportYourApp as a result of simple online research. We decided to start working with them because of how flexible their solution was - key to us was being able to adapt & add coverage as we go, and we can get new agents very quickly. Overall, they seemed like a very good fit for us and that is why we selected them Describe the project in detail and walk through their service package. We have coverage 7 days a week. SupportYourApp agents are talking to our customers through a CRM ticketing system and Slack - accounts were set up with the SupportYourApp integrations team. There are 2 dedicated consultants on our team. They both speak English. I would describe our flow as medium — so we are completely covered by the team we have at the moment How many resources from the vendor's team worked with you, and what were their positions? We first communicated with their Business Development department. After we officially started our cooperation, their Chief Integration Officer joined in. Together with the Service Delivery Manager, they set up the team and made sure they had everything they needed to start providing customer support **RESULTS & FEEDBACK** Can you share any outcomes from the engagement that demonstrate progress or success? We had an in-house team previously and they were excellent, so we were concerned that an outsourced team wouldn't have the depth of experience required - however, they have maintained the excellent level of user feedback we were getting before, and are always being complimented by customers on how quickly and efficiently they resolve issues. This has enabled us to free up the previous in-house team members to take on other roles in the business, so a massive win-win How effective was the workflow between your team and theirs? They are always ready and willing to talk to us and to communicate with us and reach out proactively to check in regularly. Right now, we are looking into expanding our support team with them, so we are very happy with their services What did you find most impressive or unique about this company? We're impressed by how they connect with different customers and find a way to approach every request. Are there any areas for improvement or something they could have done differently? Our company has a LOT of complexity to the product, so that is something the in-house team could deal with better - but it's not something we expected of an outsourced team, they picked up on a lot of things better than we had anticipated. --- #### Business Services for Software Company **The Project** - Services: Business Consulting - Project size: Confidential - Project length: Nov. 2019 - Ongoing **Project Summary**: SupportYourApp provides business development and support services for a software company. They set up communication systems, connect the client with the support team, and provide data on the team's performance. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Manager, Software Company - Industry: Other industries - Client size: 1,001-5,000 Employees - Review Type: Online Review - Verified **The Review** — Jan 3, 2023 **Feedback Summary**: Thanks to SupportYourApp's work, the client now has customer support in three time zones, which helps the client connect with the end customer. They have provided high-quality service on time, meeting the client's expectations. Their proficiency and timely communication are hallmarks of their work. ""Everything is always done on time, and there are no interruptions in the service provision."" **BACKGROUND** Please describe your company and your position there. I am a  Manager at a company that provides a solution to pre-screen visitors, advance guest credentials, and let people into the workspace based on predetermined conditions. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire SupportYourApp? We started working with SupportYourApp because we wanted a professional support provider to work with our customers, their questions, and their issues. This would help us streamline our processes and provide us with more time to focus on our development and growth. **SOLUTION** How did you select this firm and what were the deciding factors? We selected them after having found their website online. We then connected with their Business Development department which provided us with all the information we required at the time. We took some time to consider other options, but nothing came close to the service SupportYourApp offered to provide us with. Describe the project in detail and walk through their service package. We first connected with the Business Development department. After we signed everything, we started communicating with their Integrations department. Its representatives helped us set up all the communication systems. Then our main POC became our Service delivery manager who helped us connect with the support team and provided us with all the necessary information about the team’s performance and well-being. How many resources from the vendor's team worked with you, and what were their positions? Business development team. Integrations team, CCO, and Service Delivery team. **RESULTS & FEEDBACK** Can you share any outcomes from the engagement that demonstrate progress or success? We have customer support in 3 time zones. This helps us to always stay connected with our customers which have reflected in the CSAT. How effective was the workflow between your team and theirs? Everything is always done on time, and there are no interruptions in the service provision. What did you find most impressive or unique about this company? How they are always able to extend our team with the right people. Are there any areas for improvement or something they could have done differently? No --- #### Customer Support Services for B2C IT company **The Project** - Services: Call Center Services - Project size: $10,000 to $49,999 - Project length: Oct. 2018 - Ongoing **Project Summary**: SupportYourApp provides call center services for a B2C IT company. They resolve issues during the installation process and provide ongoing support from nine a.m. to five p.m. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 4.0 - Willing to Refer: 5.0 **The Reviewer** Executive, B2C IT Company - Industry: Other industries - Client size: 1-10 Employees - Review Type: Online Review - Verified **The Review** — Dec 26, 2022 **Feedback Summary**: SupportYourApp has improved the client's support system and customer satisfaction. They have communicated frequently and promptly, ensuring an effective workflow. Their professionalism and proactive approach are hallmarks of their work. ""We are very satisfied with the workflow between us and SupportYourApp."" **BACKGROUND** Please describe your company and your position there. I am an executive at a B2C IT company. We provide a solution for migrating messenger data from one device to another. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire SupportYourApp, and what were your goals?? SupportYourApp helps our users resolve issues during the installation process and in case they have any issues while they use our software. We wanted to have personalized customer support. We were also looking to boost our sales and improve our flow overall. **SOLUTION** How did you select this vendor and what were the deciding factors? We started out with several companies that we were talking to. We carefully weighed all the options and all the propositions. In the end, we decided to select SupportYourApp because of their experience in supporting tech businesses and because of their willingness to adapt their services to our needs and possible future requirements. We also liked communicating with them — they were very friendly and had a deep understanding of our needs. Describe the project in detail and walk through their service package, including any calling tools used. We do not have a large communication flow, but we do have coverage from Monday to Friday, starting from 9 AM to 5PM. Our agent communicates with our customers via chat and emails. Who did you work with and what was the feedback process like? We have 1 English-speaking consultant on our team. As I said, we do not have a large flow, so 1 dedicated consultant satisfies our needs perfectly right now. **RESULTS & FEEDBACK** Can you share any measurable outcomes of the project or general feedback about the service? Since we started working with SupportYourApp, our support system has been improved and our customers get professional help for their every ticket. Describe their project management style, including communication tools and timeliness. We are very satisfied with the workflow between us and SupportYourApp. They are always very glad and ready to help us. What did you find most impressive or unique about this company? Their approach to team training. Are there any areas for improvement or something they could have done differently? Not that I can think of right now. --- #### Customer Support Services for B2B SaaS Company **The Project** - Services: Call Center Services - Project size: $10,000 to $49,999 - Project length: Jan. 2022 - Ongoing **Project Summary**: SupportYourApp provides customer support for a B2B SaaS company. Their team offers 24/7 customer service in English over the phone and email. They are also slated to provide chat support in the future. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Head of Customer Success, B2B SaaS Company - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Dec 7, 2022 **Feedback Summary**: SupportYourApp continues to deliver high-quality customer service. They communicate effectively and promptly via Slack. They are fast in delivery and quick to learn. Their effective process setup and great communication skills are hallmarks of their work. ""The initial ramp-up was extremely fast, and new agents caught on to what they were supposed to do extremely quickly."" **BACKGROUND** Please describe your company and your position there. We are a B2B company that develops software solutions for dry cleaners and laundry services. My position is Head of Customer Success. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire SupportYourApp, and what were your goals?? We hired SupportYourApp for their team to take care of our customer support. **SOLUTION** How did you select this vendor and what were the deciding factors? We selected SupportYourApp after having conducted an online research. We were most attracted to their attention to detail and their willingness to go the extra mile and make sure our customers were 100% satisfied with our and their services. Describe the project in detail and walk through their service package, including any calling tools used. We have 24/7 coverage. Our 5 shared agents provide our customers with support over phone and email. We are also planning to launch chat support in the near future. The communication is fully conducted in English. The team can also sometimes escalate the inquiries to us (in case the resolution needs the attention of our development team). Who did you work with and what was the feedback process like? I worked with one of their sales agents and he was absolutely brilliant. The process was quick, reassuring and efficient. **RESULTS & FEEDBACK** Can you share any measurable outcomes of the project or general feedback about the service? After we relayed our customer support to SupportYourApp, we were able to focus on our internal processes and our business growth. We are also sure that our customers are taken care of. Describe their project management style, including communication tools and timeliness. We communicate mainly over Slack and have weekly meeting with them to discuss performance. Answers are always good and quick. What did you find most impressive or unique about this company? The initial ramp-up was extremely fast, and new agents caught on to what they were supposed to do extremely quickly. The way their processes are set up is great. Are there any areas for improvement or something they could have done differently? Not for now. --- #### Customer Support Services for Team Building Platform **The Project** - Services: Call Center Services - Project size: $10,000 to $49,999 - Project length: July 2020 - Ongoing **Project Summary**: SupportYourApp provides real-time customer support services to a team building platform. They've deployed five English-speaking consultants who provide chat assistance to the platform's users via Intercom. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 4.5 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Department Head, Gatheround - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Nov 15, 2022 **Feedback Summary**: SupportYourApp consistently responds to users within a minute, which the client appreciates. Their team is hardworking, great at their job, and fun to work with. Moreover, they communicate via Slack and Intercom and conduct monthly meetings to update the client about the project's progress. ""Every member of the team is hardworking and great at their job, but also really fun!"" **BACKGROUND** Please describe your company and your position there. I am a Department Head in a company that develops an online platform for gatherings, events, and team buildings. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire SupportYourApp, and what were your goals?? SupportYourApp provides us with real time customer support. If users have difficulties while using our platform, they contact the support team via chat, and get their issues resolved and their questions answered. **SOLUTION** How did you select this vendor and what were the deciding factors? This vendor was chosen before I started working for my company Describe the project in detail and walk through their service package, including any calling tools used. We have dedicated members of the SYA team working for us nearly 24/7. The agents are speaking with our users via chat in real time through a platform called intercom. There are 5 English-speaking consultants on our team. They provide us with 4 hours of dedication per their 8-hour shifts. They can also always reach out to us through Slack if they need to escalate tough issues. Who did you work with and what was the feedback process like? I work primarily with Artem, our account manager, and he's fantastic. He's very communicative and I trust that he has our satisfaction in mind. The whole team is great though. We have a slack channel to communicate with all 5 members of the SYA team, and they are very friendly and responsive. **RESULTS & FEEDBACK** Can you share any measurable outcomes of the project or general feedback about the service? One of our key metrics is response time. We've consistently seen a response time of under 1 minute while working with SYA. Describe their project management style, including communication tools and timeliness. We use Slack and Intercom to organize ourselves What did you find most impressive or unique about this company? Every member of the team is hardworking and great at their job, but also really fun! We have monthly meetings to give updates and spend time together. Are there any areas for improvement or something they could have done differently? I wish our team had more time to create training and guides to make the SYA team's job even smoother. We hope to do this as our team grows! --- #### Call Center Services for B2C Nutritional Product Company **The Project** - Services: Call Center Services - Project size: $10,000 to $49,999 - Project length: Apr. 2022 - Ongoing **Project Summary**: SupportYourApp provides call center services for a B2C nutritional product company. The team works 20 hours daily for five days as support agents who communicate with customers and document information. **Review Rating**: 4.5 - Quality: 4.0 - Schedule: 5.0 - Cost: 4.5 - Willing to Refer: 5.0 **The Reviewer** Customer Support Manager, B2C Nutritional Product Company - Industry: Other industries - Client size: 1-10 Employees - Review Type: Online Review - Verified **The Review** — Nov 7, 2022 **Feedback Summary**: So far, the client is pleased with SupportYourApp's outcomes and dedication to fulfilling all their needs. A responsive partner, they provide 24-hour communication through Slack and Freshdesk. Overall, their in-depth expertise in customer service is their most impressive asset. "“I like their extensive expertise in the field of customer support.”" **BACKGROUND** Please describe your company and your position there. I am a CS Manager at a B2C company that provides international consumers with nutritional products. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire SupportYourApp, and what were your goals?? The SupportYourApp team provides us with data coordination and customer support services. **SOLUTION** How did you select this vendor and what were the deciding factors? We wanted a professional support and back-office team to help us properly set up and maintain not only our customer support, but to help us with our knowledge base and perfect our order process. Describe the project in detail and walk through their service package, including any calling tools used. Our support team provides support 5 days a week, 20 hours a day. All our support agents communicate with our customers via tickets gathered by the ticketing system. With the specificity of the industry we operate in, our team also includes a support agent who has outstanding knowledge of the medical field. This helps our customers get proper documentation and information about our products. Who did you work with and what was the feedback process like? We have 5 English-speaking dedicated consultants from 5 different countries: Ukraine, Serbia, UAE, Turkey, and Egypt. All our support agents communicate with our customers via tickets gathered by the ticketing system. With the specificity of the industry we operate in, our team. **RESULTS & FEEDBACK** Can you share any measurable outcomes of the project or general feedback about the service? We are very pleased with the outcome of our cooperation with SupportYourApp. They are dedicated to providing us with the exact services we need, and their team is always willing and ready to cooperate. Describe their project management style, including communication tools and timeliness. Communication through agents has been held over Slack and the tickets are solved on Freshdesk. Our response time is of 24/42 hours and agents receive weekly task and duty organisation. What did you find most impressive or unique about this company? I like their extensive expertise in the field of customer support. Are there any areas for improvement or something they could have done differently? Our team fits us perfectly. --- #### Call Center Services for Video Editing Platform **The Project** - Services: Call Center Services - Project size: Confidential - Project length: June 2016 - Ongoing **Project Summary**: SupportYourApp provides call center services for a video editing platform. They provide 24/7 chat and email support for the client's customers. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** VP Product Management, Video Editing Platform - Industry: Advertising & marketing - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Oct 31, 2022 **Feedback Summary**: SupportYourApp has decreased chat resolution time, increased customer satisfaction, and helped build an accurate product roadmap. The capable, tech-savvy team boasts a strong understanding of the client's products, allowing them to provide accurate and reliable support for their customers. ""We consider them an integral and organic part of our company."" **BACKGROUND** Please describe your company and your position there. I'm the Product VP of a company that provides a video making and editing platform that helps end-users and businesses create and edit videos online as well as them with ease. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire SupportYourApp, and what were your goals?? Our team wanted to increase our customer satisfaction and increase our retention as well as our ticket resolution rates. **SOLUTION** How did you select this vendor and what were the deciding factors? We started working with SupportYourApp in 2016 and are still working with them. At the time we had several companies we met with and considered to start working with, however, we selected SupportYourApp as we liked their style of communication growth plans, which helped us understand they will be a suitable company to grow with. Describe the project in detail and walk through their service package, including any calling tools used. Our company offers our customers and visitors a best-in-class 24/7 chat and email support. Our team member are well-trained, tech-savvy and are able to answer any question regarding our product, pricing, issues as well as resolve issues and escalate when needed. The team also handles customer retention and is able to help us keep our customers for the long-run. Who did you work with and what was the feedback process like? The team currently consists of 6 team member although the number has varied over the years based on the amount of traffic we had. They team members provide support in English using chat and emails (no calls). **RESULTS & FEEDBACK** Can you share any measurable outcomes of the project or general feedback about the service? Decreasing chat resolution time from 2 mins to less than 1 min. Increase the overall customer happiness, as can be seen in internal reports as well as on websites such as Trustpilot.com Increase customer retention a few points Significant help with pre-sales, post sales, refunds, review collection Help with building a more accurate product roadmap based on customer feedback Describe their project management style, including communication tools and timeliness. Extremely satisfactory. They are always ready to answer any question and satisfy every need we may have. This has been proven over and over during the last 6 years. What did you find most impressive or unique about this company? Their loyalty and the way they not only maintain, but increase the quality of service through the years. We consider them an integral and organic part of our company. Are there any areas for improvement or something they could have done differently? We are very happy with the team and are extremely satisfied with their service. --- #### Call Center Services for Transportation Service Provider **The Project** - Services: Call Center Services - Project size: Less than $10,000 - Project length: May 2021 - Ongoing **Project Summary**: SupportYourApp is providing call center services for a transportation services provider. The team is in charge of answering inbound calls, emails, and online inquiries. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 4.5 - Willing to Refer: 5.0 **The Reviewer** President, Boston Carriage - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Sep 28, 2022 **Feedback Summary**: SupportYourApp's work has resulted in a reduction in customer complaints and an increase in positive feedback. A reliable, efficient partner, they're quick to accommodate changes and provide recommendations to further optimize the client's processes. They are attentive to detail and organized. ""They're always on the lookout to improve our processes."" **BACKGROUND** Please describe your company and your position there. I am the President of Boston Carriage. We are a premium luxury car/transportation service provider in the Boston area with an extensive emphasis on Excellence. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire SupportYourApp, and what were your goals?? We are a 24/7 service and SupportYourApp has helped us in covering all of our phone, email, and online business coming in. **SOLUTION** How did you select this vendor and what were the deciding factors? We spent approximately 3 months researching companies and have decided to go with SupportYourApp based upon all 3 of our qualifying factors. 1. Price 2. Ability to adjust and develop 3. Extensive employee screening based upon out requirements Describe the project in detail and walk through their service package, including any calling tools used. They offer calling tools but we were able to integrate the team into our current processes. Great team and a great company. We have a 24/7 team of 6-7 people including the Delivery Manager and have now hired 2 additional full time Dispatchers. Who did you work with and what was the feedback process like? We first worked with a Sales Manager, then IT, and then our Delivery Manager and Team Lead. I am always able to have immediate feedback and response. We are very involved and hands-on and the team is always in top-notch form and ready for anything the day brings. **RESULTS & FEEDBACK** Can you share any measurable outcomes of the project or general feedback about the service? They are able to adjust to any changes at an almost immediate pace. The Team/Team Lead and Delivery Manager are now an absolutely integral part of our team and are a major part of our Success. Since signing up with them I have seen a significant reduction in client concerns and an increase in positive client feedback. We have seen a good increase in positive client feedback. More importantly, they're always on the lookout to improve our processes. We are in the Customer Service sector and 99% of success in CS is the prevention of issues. The team understands this and is constantly giving me and our managers feedback which then allows us to pivot and adjust. Describe their project management style, including communication tools and timeliness. Monthly QA reports, and specialty reports based upon my criteria on a monthly basis as well. What did you find most impressive or unique about this company? The involvement and obvious care that the company puts into our project. Every question is taken seriously and every concern is addressed immediately. Are there any areas for improvement or something they could have done differently? None. This company is a leader for their industry and I would highly recommend them. --- #### BPO for Health Tech Startup **The Project** - Services: Business Consulting - Project size: $50,000 to $199,999 - Project length: Feb. 2021 - Ongoing **Project Summary**: SupportYourApp is providing BPO services for a health tech startup. They are managing health coaches that interact with the client’s customers.  **Review Rating**: 4.5 - Quality: 5.0 - Schedule: 4.5 - Cost: 5.0 - Willing to Refer: 4.5 **The Reviewer** Product Delivery & Analytics Manager, Health Tech Startup - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Apr 19, 2022 **Feedback Summary**: SupportYourApp’s services have been praised due to their versatility and receptivity to feedback. They take on a large part of the operations, freeing up the internal team’s workload. Their smooth, fast, and clear communication results in a healthy partnership. ""They are doing a good job with the services we need."" **BACKGROUND** Please describe your company and your position there. I work in operations. delivery and product at a health tech start up. We provide an online health coaching service to US based clients, helping them to lose weight for good. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire SupportYourApp? Our company is constantly changing and growing, meaning those we've hired have new things to learn all the time. We used SupportYourApp to hire our 'coaches' for the program. **SOLUTION** How did you select this firm and what were the deciding factors? A previous team member found and chose SupportYourApp, and I now handle all communication. Describe the project in detail and walk through their service package. The team is trained up rigorously to make sure they understand the company approach. They are responsible for interacting with clients How many resources from the vendor's team worked with you, and what were their positions? Our main point of contact is Oleksii, the Service Delivery Manager. We then have 8 other team members working with clients **RESULTS & FEEDBACK** Can you share any outcomes from the engagement that demonstrate progress or success? They are versatile and take on feedback very well. Communication with the Service Delivery Manager has always been smooth, fast and clear How effective was the workflow between your team and theirs? We have more or less daily check ins, with a weekly team call to all catch up on tasks and personal lives What did you find most impressive or unique about this company? They're able to take on a lot of the operational bits e.g. shift times, shift allocation etc. This makes the workload on our end a lot easier, and I can trust Oleksii to do it properly Are there any areas for improvement or something they could have done differently? They are doing a good job with the services we need, no complaints on our end --- #### Support for Video-Based Health & Wellness Monitor **The Project** - Services: Public Relations - Project size: Confidential - Project length: Oct. 2020 - Ongoing **Project Summary**: A health monitoring platform was looking for a vendor that could deal with technical issues that were reported by their users. They chose to partner with SupportYourApp because of their experience. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 4.5 - Willing to Refer: 5.0 **The Reviewer** Head of Support, Health Monitoring Platform - Industry: Other industries - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Nov 15, 2021 **Feedback Summary**: While the company is unable to share the results of the project, they note that the SupportYourApp team's workflow was quite efficient and were always ready to help. The team as a whole was very professional and the company was impressed with everything they did. ""We were very impressed with everything."" **BACKGROUND** Please describe your company and your position there. We are an AI-powered video health monitoring platform. I am the Head of Customer Support **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire SupportYourApp, and what were your goals? We hired the SupportYourApp team to deal with technical issues, reported by our customers via email and online forms **SOLUTION** How did you select this vendor? SupportYourApp was selected due to their extensive experience in customer support and their correspondence with our requirements for the team Describe the scope of their work in detail, including any steps and the final deliverables. Analyzing incoming tickets, researching the optimal solutions, deliver the solutions and getting additional info in relevant cases, document the steps taken for future reference, escalating once identifying a potential bug in the system How many people from the vendor's team worked with you, and what were their positions? 4 - 1 delivery manager and 3 Support agents **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? Can’t share anything due to NDAs Describe their project management style, including communication tools and timeliness. It is very efficient. The team and our Delivery Manager are always ready to help us. We are also very open to the team asking for our expertise. We are very glad to help them out any way we can, and they are very eager to learn new things and become better for our customers What did you find most impressive or unique about this company? Their professionalism. Even though we didn’t set the easiest requirements for the team, they managed to find the support consultants we needed in the shortest time. We were very impressed with everything Are there any areas for improvement or something they could have done differently? In the future we may need an even more tech-savvy team, so we may raise a bar on the technical knowledge of the team. Although, we are sure this will not be an issue for our current agents --- #### Customer Support Services for SaaS Company **The Project** - Project size: $10,000 to $49,999 - Project length: July 2020 - Ongoing **Project Summary**: To optimize their communication with their customers, a SaaS company hired SupportYourApp to manage customer support calls, emails, and chats. They have provided 10 consultants for this project. **Review Rating**: 4.5 - Quality: 4.5 - Schedule: 5.0 - Cost: 4.0 - Willing to Refer: 5.0 **The Reviewer** CEO, SaaS Company - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Aug 5, 2021 **Feedback Summary**: The client is seeing a steady increase in their resolution and customer satisfaction rates, thanks to SupportYourApp's customer-centric approach. Above all, they impress with their friendliness, professionalism, and responsiveness. ""They are very professional and prompt in communicating with us."" **BACKGROUND** Please describe your company and your position there. We are a SaaS company and our software helps those seeking a job put together an excellent CV and get hired as a result. I am the CEO of the company. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire SupportYourApp, and what were your goals? We hired SupportYourApp to deal with phone, email and chat customer support and communication in various languages. **SOLUTION** How did you select this vendor? We wanted to optimize our communication with the customers and gain outside expertise on different approaches to our customer base. Our team is built on a strong belief that communication is the key to forming relationships with customers, and we wanted to find a support provider who shared this belief and was willing to work in accordance with this principle Describe the scope of their work in detail, including any steps and the final deliverables. We selected SupportYourApp due to great recommendations they provided for us. It was clear their support services really made a difference for their clients, and we wanted to see positive changes ourselves as well. How many people from the vendor's team worked with you, and what were their positions? Our project is supported by 10 consultants, who communicate with our customers over the phone and emails during Europe and USA business hours **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? After we hired SupportYourApp, we saw a great increase in resolution rate. We started to get more positive reviews ourselves, and we saw an increase in customer satisfaction rate. We now get a lot of ‘thank you’ messages. Describe their project management style, including communication tools and timeliness. They are very professional and prompt in communicating with us. What did you find most impressive or unique about this company? Their ability and willingness to talk, listen, share and do everything to make us comfortable and at the same time be efficient for our business is truly stunning. Are there any areas for improvement or something they could have done differently? We would love to see more people with more languages, as we might need them along the way. Otherwise, we have nothing to add here. --- #### Customer Support for Computer Software Company **The Project** - Services: Call Center Services - Project size: Less than $10,000 - Project length: May 2017 - Ongoing **Project Summary**: SupportYourApp manages the computer software company's technical and commercial support requests. They respond to existing and prospective third-party users daily. The team mainly works using ZenDesk and Asana.  **Review Rating**: 5.0 - Quality: 4.5 - Schedule: 5.0 - Cost: 4.5 - Willing to Refer: 5.0 **The Reviewer** CEO, Computer Software Company - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — May 28, 2021 **Feedback Summary**: Thanks to SupportYourApp's efforts, the client has achieved a stellar rating on a reviews and ratings platform. The team's communicative and knowledgeable approach enables a high level of customer care. Above all, their exceptional technical skills make them a valuable partner.  ""They have very quickly become an organic part of our team." " **BACKGROUND** Please describe your company and your position there. We develop iOS device management solutions for Windows and macOS. I am the CEO. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire SupportYourApp, and what were your goals?? We hired SupportYourApp to handle level 1 technical and commercial support requests. The goal was to offer high quality, 7 days a week email support to all our current and prospective users. **SOLUTION** How did you select this vendor and what were the deciding factors? We selected SupportYourApp after a thorough research of the market. Having a highly technical software product, we were initially skeptical of the chances of success of outsourcing l1 support, but SYA's uniquely tailored approach and excellent credentials convinced us to give it a shot. Describe the project in detail and walk through their service package, including any calling tools used. We started with one full time agent, bumped to two as we grew, covering 7 days a week, 4PM-12AM. After specifying our requirements (very strong tech skills, good soft skills and high quality written English), SupportYourApp introduced us to their best candidates. SupportYourApp agents adapted to the tools we already use, mainly ZenDesk and Asana. Who did you work with and what was the feedback process like? Our account manager coordinates training, schedules, and agent rotations when needed. We have been a demanding client, and the one time we did request an agent change after a short trial period, our account manager quickly managed to find a better fit for our needs. **RESULTS & FEEDBACK** Can you share any measurable outcomes of the project or general feedback about the service? Polite, responsive and knowledgeable L1 support is a huge plus for our company. Users feel (and are!) taken care of in a timely manner, and respond very positively to that high level of customer care. We now have more than 2'000 reviews on Trustpilot, 4.7/5 average rating. This simply wouldn't have happened without SupportYourApp. Describe their project management style, including communication tools and timeliness. We do not see SupportYourApp as an outsourced provider. They have very quickly become an organic part of our team. We have established an efficient process of communication via email and Slack, and fully trust both our account manager and agents. What did you find most impressive or unique about this company? The involvement of agents is imply outstanding. Our goal was to cover L1 support, but thanks to the strong technical skills of the agents SupportYourApp assigns to our project, L2 tech support is largely covered as well. Are there any areas for improvement or something they could have done differently? We've occasionally had agents with a level of written English slightly below our expectations. We'd encourage SupportYourApp to provide their agents with ongoing training and tools (Grammarly?) to raise the bar even higher. It must be noted that we've also had 100% fluent agents. --- #### Answering Services for Self-Care E-Commerce Store **The Project** - Services: Call Center Services - Project size: Less than $10,000 - Project length: May 2020 - Ongoing **Project Summary**: SupportYourApp provides answering and replying support to a self-care e-commerce store to streamline and optimize internal and external communications. Security is also crucial in their engagement. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Project Manager, Self-Care E-Commerce Store - Industry: Retail - Client size: 11-50 Employees - Review Type: Online Review **The Review** — Apr 6, 2021 **Feedback Summary**: Since SupportYourApp came into the picture, the client has received positive feedback from external stakeholders for their commendable customer service. The team keeps it professional with a touch of friendliness. The efficiency that they provide as a seamlessly integrated team has been marvelous. ""They are always very professional and friendly at the same time."   " **BACKGROUND** Please describe your company and your position there. Our team runs an online self-care and miscellaneous items shop. I am a Project manager. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire SupportYourApp? The SupportYourApp team handles customer communication and delivery logistics for us. They resolve our customers’ issues and talk to the delivery companies. What were your goals for this project? We wanted to have a professional support team talking to our customers. We also wanted to streamline and optimize our communication with both out- and incoming delivery services. **SOLUTION** How did you select SupportYourApp? We were referred to SupportYourApp by another Ukrainian business. After talking with their representatives and receiving their offer, we decided to try them out because of their flexible solutions. We also wanted our support to be secure — our system deals with and stores information that might be considered sensitive. Their security measures were and still are very impressive. Describe the project in detail. SupportYourApp receives incoming emails and calls from our customers, answers various questions and deals with the issues that might occur along the way. They also talk to our suppliers and delivery services and take care of our logistics. What was the team composition? There are three shared Russian- and Ukrainian-speaking consultants on our team. Two of them talk to our customers and one deals with delivery-related questions. They work on our project a couple of hours a day, Monday through Friday. We are also considering adding one more member to our team to handle inquiries coming in on the weekends. **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? Since we started working with SupportYourApp, we started getting messages from our customers, commending the level of our customer service. There is also no backlog of supplier messages and questions. How effective was the workflow between your team and theirs? We meet with our delivery manager once every 2 weeks and discuss any roadblocks that might have occurred during this time. Normally, these questions are related to difficult customers or big orders — something that requires escalation and attention from our internal management. They are always very professional and friendly at the same time. We have never had an issue connecting with them. What did you find most impressive about this company? How efficiently and seamlessly they integrated into our team. We don’t really see them as outsource. They are an essential part of our company. Are there any areas for improvement? They want to make sure the customer is satisfied, so they might stay on the call a bit longer than needed. If the flow is big this might cause small delays, but the level of service can always be discussed and adjusted in accordance with the team’s workload. --- #### Clients Consultation Services for Kindergarten **The Project** - Services: Call Center Services - Project size: Less than $10,000 - Project length: Feb. 2018 - Ongoing **Project Summary**: A kindergarten wanted to make their communications with parents as efficient and informative as possible. They partnered with SupportYourApp to take over their client consultation services. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 4.5 - Cost: 4.5 - Willing to Refer: 5.0 **The Reviewer** Business Developer, Kindergarten - Industry: Education - Client size: 51-200 Employees - Review Type: Online Review **The Review** — Mar 7, 2021 **Feedback Summary**: Thanks to the efforts of the SupportYourApp team, the company stopped missing calls and can easily answer questions. This led to more positive reviews for the company, especially on first impressions. The company is glad to be working with the team as everything is going smoothly. ""They are very willing to help our customers no matter how long it takes." " **BACKGROUND** Please describe your company and your position there. We are a kindergarten in Kyiv, Ukraine. I am a business development specialist. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire SupportYourApp? SupportYourApp took over client consultation from us. This means they are the primary POC for the families interested in our services. They take the calls from those interested in us and provide them with the information on pricing, scheduling, teachers, groups and learning programs available in our kindergarten. What were your goals for this project? Our primary value is the families that trust us with their children, so we wanted to make our communication as efficient, informative and swift as possible. We could not reach our business goals and focus on customer communication at the same time, so we decided to outsource at least one of these tasks.” **SOLUTION** How did you select SupportYourApp? I have learned about SupportYourApp from researching the market for about a couple of weeks. We wanted to make sure we were making the best decision for our team and our customers. SupportYourApp were very friendly and their communication with us was on-point. After talking with their business development and their CEO, we saw that they would be great for us Describe the project in detail. We have coverage 6 days a week from 12 AM to 8 PM. Our dedicated consultant speaks Russian and Ukrainian. For now, she only handles phone calls. We are currently working on integrating social media and chat support for scheduling, attendance and home tasks control into our every-day communication. After that is done, we might add another consultant to the team What was the team composition? Our team has 1 dedicated agent.” **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? The only thing we can say is that we started to receive more positive reviews about the first impression we make — we stopped missing calls, and we can now answer any question with ease due to the knowledge base SupportYourApp helped us put together. How effective was the workflow between your team and theirs? Even with one member on the support team, we can say that SupportYourApp is always glad to help us and resolve any issue our customers may have. Big shoutout to our SDM here!Alex What did you find most impressive about this company? They are very willing to help our customers no matter how long it takes. Are there any areas for improvement? They are fulfilling everything perfectly for us. We are very glad we are working with them --- #### Customer Support for Private Label Product Company **The Project** - Services: Call Center Services - Project size: $50,000 to $199,999 - Project length: Nov. 2020 - Ongoing **Project Summary**: SupportYourApp provides customer support services to a private label products company. Their main task is to respond to customer calls and emails, maintaining a stress-free environment for all stakeholders. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** CFO, Seiseidou America Inc - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Mar 3, 2021 **Feedback Summary**: SupportYourApp observed and learned about their partner's operations, uncovering the hidden critical issues that needed to be resolved. Every single caller's issues are always taken care of. The team is easy to work with — they're always motivated to discover things that can be improved upon. ""They are always motivated to learn."   " **BACKGROUND** Please describe your company and your position there. Our company sells our private label products online and my title is CFO. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire SupportYourApp? We hired them as our customer service representatives. (Basic customer support work, such as answering calls, responding to the customers' emails, resolving the problems, etc) What were your goals for this project? Our goals are to make sure that all inquiries are taken care of, no matter what, we want to close the tickets only after making sure that the customers are happy with the support service, and stress-free for both customers and agents. **SOLUTION** How did you select SupportYourApp? We compared many support agencies and companies, and their salesperson I initially talked with did an amazing job. (We already kind of decided to use another company's service, but I had a call appointment with SuppotYourApp's salesperson already so I joined a call to hear the talk.) However, I was totally sold after I talked to the salesperson. He was confident, but not pushy, explained so well about his company and services. He did the best among all the other agencies so I decided to select SYA. Describe the project in detail. It started from a small group. The initial tasks were answering a call and responding to the customers' tickets. Nothing much, but we grew the sales and increased our staffs more. More we grow, their work amount increased as well, such as learning our company, products, how to deal with the irregular questions, creating the documents, managing, and training, and they did perfectly. What was the team composition? 1 Manager, 3 supervisors, and 10 agents under them. **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? "All the inquiries have been taken care of." Maybe it sounds not right because this is what they do, however, it is so difficult to take every single one of the tickets seriously and make the customer say "Thank you for your help." at the end. We had a really bad experience from the previous service, and so many tickets were abandoned. The SYA agents took their time to learn about us, the previous tickets, irregular questions and even found the critical issues a few times. How effective was the workflow between your team and theirs? We put 100% of our trust in SYA so it has been so easy to work with them and our work became more productive because we don't have to be worried about the customers' inquiries. What did you find most impressive about this company? Can't choose one. They are always motivated to learn. They try to find something that we can improve our company and sales as their own, responsible, and communication skills...many many things! Are there any areas for improvement? NOPE at all!!! --- #### Customer Care Support for Marketing Agency **The Project** - Services: Business Consulting, Call Center Services - Project size: $10,000 to $49,999 - Project length: Mar. 2020 - Ongoing **Project Summary**: SupportYourApp was hired by a marketing agency for back-office services. The team is in charge of taking live calls for customer support with the goal of helping the client in optimizing customer communication. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 4.5 **The Reviewer** Marketing Specialist, Marketing Agency - Industry: Advertising & marketing - Client size: 1-10 Employees - Review Type: Online Review - Verified **The Review** — Feb 17, 2021 **Feedback Summary**: The team consistently establishes customer rapport through their services. SupportYourApp members take their time in understanding the goals of their client before employing solutions that can positively change their business. ""The team sets a very good first impression for our first-time customers." " **BACKGROUND** Please describe your company and your position there. I am a marketing specialist in a marketing agency that develops strategies for other businesses, monitors their results and overall provides businesses with marketing expertise. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire SupportYourApp? We hired SupportYourApp to handle our phone customer communication as it is a primary source for our customers to reach our team. What were your goals for this project? We were looking to optimize our customer communication. It became especially pressing when the requests from our customers started to pile up after the pandemic started. **SOLUTION** How did you select SupportYourApp? We were referred to SupportYourApp by another business that has been working with them for several years. After talking to their team, we saw not only how flexible they were, but that they have the entire package of security requirements we needed from our outsourced support vendor. Describe the project in detail. Our project implies a lot of communication with the customers: getting their exact requirements for the project, supporting them through the process of development of the strategy, answering any question they may have through the process and so on. We needed a team that would handle the communication not only during the working hours, but on the weekends as well. This required fast integration into our system and the ability to get to know our product and customers fast. What was the team composition? Our team consists of one dedicated and one shared support agent. A dedicated consultant handles all communication during the week, while a shared one helps our customers on the weekends. **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? Having SupportYourApp handle our incoming communication and helping our customers on the weekends has greatly decreased our churn rate as we started to answer calls on the weekends — something that is not often done in Ukrainian market. The team sets a very good first impression for our first-time customers which helps us bond from the first moments of communication. How effective was the workflow between your team and theirs? Being in the same country, we saw absolutely no difficulties connecting with the team, so I can easily say it is very good and effective. What did you find most impressive about this company? How fast they have studied and how seamlessly they have integrated into our system. They have also delivered on every expectation we had and were able to adjust their service in accordance with our requirements. Are there any areas for improvement? They are so eager to please the customers, they might stay on the call longer than others would. When the inflow is big, that might cause slight delays, although with a bigget team that would pose no issue at all. --- #### Call Center Services for Learning Platform **The Project** - Services: Call Center Services - Project size: Less than $10,000 - Project length: Dec. 2020 - Ongoing **Project Summary**: SupportYourApp provides call center services for a learning academy. The team provides communication support in both English and Russian. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** QA Engineer, Mate academy - Industry: Education - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Feb 11, 2021 **Feedback Summary**: The engagement helps streamline communication with third-party clients. SupportYourApp establishes a seamless workflow through clear and open communication. The team is knowledgeable, hard-working, and driven. ""We found SupportYourApp’s speed very impressive." " **BACKGROUND** Please describe your company and your position there. We are a learning academy that helps people acquire new skills and find a perfect working place in the IT field. I am a QA engineer. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire SupportYourApp? We started our collaboration with SupportYourApp for them to handle our communication with our potential, future and current students. We wanted them to take over all channels of communication and set up a CRM that would help us track all important KPIs and follow the entire scope of communication. What were your goals for this project? After the pandemic started, we saw a huge inflow of new students, who wanted to get new skills and find a company that would allow them to work remotely. As a result, our customer communication spiked, and we started to look for a partner that would help us manage all that newly-found communication. **SOLUTION** How did you select SupportYourApp? We wanted to find a partner company that would understand the specificity of the market we are working within and at the same time be flexible and be able to scale fast, as we could not predict how long we were going to have the communication spike and how much it could increase overtime. Describe the project in detail. Our team helps those seeking to acquire new skills not only to satisfy their craving for new knowledge, but also to find a perfect job where they would be able to display it. As a result, we communicate with a lot of different people and resolve a lot of questions as we have to communicate not only with our future, current and potential students, but with the companies, seeking new talent as well as arrange interviews and see the hiring process with the businesses’ HR departments through. What was the team composition? Our team consists of one dedicated bilingual customer communication agent (Russian and Ukrainian) as well as one shared English-speaking agent. They handle all student-facing communication for us which took a lot of pressure off of our team. **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? With our student communication being handled by SupportYourApp, we were able to streamline communication with the companies that are seeking new talent in the Ukrainian job market. As a result, we started seeing more and more of our graduates find new jobs as we were able to form a more personal relationship with local businesses. How effective was the workflow between your team and theirs? We are very satisfied with our collaboration with SupportYourApp. We have established a very good relationship, and we will definitely prolong our work with them for years to come. What did you find most impressive about this company? We found SupportYourApp’s speed very impressive. We have signed a contract, onboarded and had a team up and running in the shortest time, when other companies would take their time with the integration process. Are there any areas for improvement? Everything is very good. --- #### Customer Support Services for Heart Rate Monitor Store **The Project** - Services: Call Center Services - Project size: Less than $10,000 - Project length: Nov. 2017 - Ongoing **Project Summary**: SupportYourApp provides customer support call center services to a heart rate monitor store. The goal is to save time for the client's operational processes. The team offers English, German, and French support. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Operations Manager, Heart Rate Monitor Store - Industry: Retail - Client size: 1-10 Employees - Review Type: Online Review - Verified **The Review** — Feb 2, 2021 **Feedback Summary**: SupportYourApp is doing a splendid job and the client is satisfied with their services. The team demonstrates their ability to listen to feedback and improve on those. Above all, they have great communication skills. ""Their working processes are very well set-up." " **BACKGROUND** Please describe your company and your position there. We are an online store that sells products of German company-manufacturer. We specialize in heart rate monitors and provide help on their characteristics and use. Since product supply, partner programs and documentation routine took a lot of time, we’ve decided to hire a customer support company to consult our clients and walk them through the buying process. I am the operations manager. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire SupportYourApp? We hired SupportYourApp for customer support. What were your goals for this project? Our goal was to free up the space for all our operational processes that took a lot of time. **SOLUTION** How did you select SupportYourApp? We have already spoken to several suppliers when we saw SupportYourApp advertisement. After talking to their sales team and their CEO we understood that their offer was the most flexible and suitable in the market. Having talked to their team, we decided to go with them. The team was set up not long after we signed everything. Describe the project in detail. We have coverage during CET business hours when our customers are at their most active. Our team speaks English and German. We also have the option to add French into our team. Our support consultants fully handle customer communication for us with only occasional escalation possible. What was the team composition? We have 2 dedicated and 1 shared support consultant. The dedicated team works steadily and a shared agent joins in during peak hours. **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? We have NDAs prohibiting us to share any details and numbers. I can only say that we are totally satisfied with SupportYourApp processes and work. How effective was the workflow between your team and theirs? The team of SupportYourApp are very open to communication. They listen to every suggestion that we make. What did you find most impressive about this company? Their working processes are very well set-up. --- #### Customer Support Services for Financial Services Provider **The Project** - Services: Call Center Services - Project size: $50,000 to $199,999 - Project length: Sep. 2020 - Ongoing **Project Summary**: SupportYourApp provides customer support, which involves answering emails and engaging in live chats.  **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Owner, Financial Provider - Industry: Financial services - Client size: 1-10 Employees - Review Type: Phone Interview - Verified **The Review** — Nov 27, 2020 **Feedback Summary**: SupportYourApp has managed to meet the daily quota of 50 emails thus far, making for a successful partnership. Although they lack in training capabilities, their communication has been exceptional and they've adapted to the internal working methods. ""Their communication has been perfect." " **BACKGROUND** Introduce your business and what you do there. I’m the owner of a financial services provider. We provide capital for talented traders in the financial market. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with SupportYourApp? We wanted to outsource part of our customer support. **SOLUTION** What was the scope of their involvement? SupportYourApp’s agents reply to emails and live chats. The integration was pretty easy. The training was done on our side.  What is the team composition? We have 10 support agents, and five more will be joining soon, so in total it will be 15 people. We have a manager who is responsible for the SupportYourApp team. How did you come to work with SupportYourApp? I found them through a Google search, and we started talking. The experience was pretty casual, and there was no sales team whatsoever. It was a nice conversation between them and our team. How much have you invested in them? We’ve spent $50,000 so far. What is the status of this engagement? We began working with them in September 2020, and our engagement is ongoing. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? We don’t have targets, but in general, we know that agents in Europe should reply to 50 emails a day which they are doing, and there are no complaints. It’s been flawless and I have nothing bad to say about SupportYourApp. How did SupportYourApp perform from a project management standpoint? Their communication has been perfect. The only thing that was complicated was that we had to individually train the agents when they started. This typically happens, so it wasn’t a big deal. We have our internal chat system, and we use WordPress in our company, so we started using WordPress with them as well. Are there any areas they could improve? They are doing a good job in their field. We have received what we have ordered so I can’t complain about it at all. Do you have any advice for potential customers? They need to have training in place. For a bigger company, it isn’t a problem, but we are a smaller company with close to 100 people, so the training wasn’t as structured. Be ready to work remotely. --- #### Customer Support for Tech Startup **The Project** - Project size: $10,000 to $49,999 - Project length: Sep. 2020 - Ongoing **Project Summary**: SupportYourApp provides ongoing 24/7 customer support for a tech startup. The team handles the live chat interactions for the client. **Review Rating**: 5.0 - Quality: 4.5 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Operations Manager, Tech Startup - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Nov 10, 2020 **Feedback Summary**: SupportYourApp was able to work seamlessly with the client in a short amount of time. They were able to provide a smooth workflow and communication. They were responsive throughout the engagement. ""They're an all-around solid provider with no major issues and they seem to treat their staff very well." " **BACKGROUND** Please describe your company and your position there. We are a recently launched startup - our product is a platform for building digital community online through 1-on-1 and group video interactions. I am in charge of aspects of our operations. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire SupportYourApp? SupportYourApp is providing outsourced 24/7 customer support, primarily through live chat. What were your goals for this project? Find a provider for 24/7 live chat coverage so that the rest of the company could focus on their core work. **SOLUTION** How did you select SupportYourApp? I interviewed seven different companies with various mixes of domestic / off-shore staff and a number of distinct business models. SupportYourApp was right in-line with our pricing expectations for off-shore staff, but provided a better structure for scaling with our company and limiting the fragmentation of its representatives across shared clients. Describe the project in detail. We needed tier-1 support via livechat 24/7 at a reasonable cost who could spin up quickly and scale over time with our organization. I drove the vendor selection process and made the final call. The vendor helped us roll out a more sophisticated process around conversation tagging and analytics and took on all training/hiring of their staff beyond our onboarding process. What was the team composition? Four standard reps, one team lead, one manager and a short-term engagement manager focused on onboarding. No changes in staffing as of yet, but as we grow our team at SYA will grow as well. **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? They did a great job of spinning up quickly and owning the process. They integrated with our Slack fairly seamlessly and developed expertise in our product within the first few weeks. The % of live chats that had to wait more than 2 minutes for a response fell dramatically, and the % above 5 minutes was almost eliminated. How effective was the workflow between your team and theirs? It went fairly smoothly - our manager has been hands-on throughout the process and responsive to any changes we needed to make. What did you find most impressive about this company? They're an all-around solid provider with no major issues and they seem to treat their staff very well. The company's CEO also reached out personally after our onboarding for feedback - they are very in-touch with the needs of their customers. Are there any areas for improvement? For startups it would be great to get additional guidance on best practices and protocols during the setup process, but it still went very smoothly. I imagine that more established clients wouldn't need the same resources we did. --- #### Answering Services for Software Dev Company **The Project** - Services: Call Center Services - Project size: $10,000 to $49,999 - Project length: Jan. 2018 - Ongoing **Project Summary**: SupportYourApp provides first- and second-tier tech support for a digital services company. Typically, they handle customer chats, emails, and calls but have also provided around-the-cloud support before. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** CEO, Bliscore - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Nov 2, 2020 **Feedback Summary**: With a team of six call reps and a low turnover, SupportYourApp has provided consistent services over the years. Their reliable customer service has earned compliments for its speed and accuracy. Not to mention, they've also afforded the internal team more time to focus on company improvements. ""Overall, the expectations for SupportYourApp's services were met by 110%." " **BACKGROUND** Please describe your company and your position there. We are a software development company specializing in providing digital services to businesses with different technical needs. I am the COO. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire SupportYourApp? We were looking for a team that could professionally handle a very large amount of calls and chat conversations, primarily for tier 1 and 2 technical support during business hours and occasionally after them. What were your goals for this project? We wanted to see customer satisfaction grow and resolution time decrease. **SOLUTION** How did you select SupportYourApp? We started looking for a support vendor when the communication flow became too much to handle. So, the ability to scale the team fast and deal with a large flow of customer tickets was the key point for us. We were also looking to cut back on expenses when it came to support. SupportYourApp was perfect for us, because they offered a very flexible solution — best value for the offer. Describe the project in detail. We operate within business hours Monday-Friday 9 AM-6 PM. First we only wanted a support provider that would swiftly take care of our communication with the customers over chats and occasional emails. But with the offer from SupportYourApp we also saw that their team would be perfect for handling our calls. Their offer included 4 dedicated consultants who could also work in shifts and provide us with around-the-clock support as well as a free first month of integration. What was the team composition? Over time, we expanded the support team to 6 support consultants as the flow of incoming messages and calls became even bigger. It also allowed us to have an efficient rotation and have 24/7 support during hot seasons. We did not notice a bigger-than-usual turnover inside the team, so we can say that we are very satisfied with the support consultants that we have been working with for the last 2 years. **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? After hiring SupportYourApp, our team saw a lot of resources to focus on our own business processes. Having SupportYourApp team handle all the customer communication allowed us to save a lot of time and improve our own company structure. We started to get letters commending our technical support for the speed and accuracy of the service. Overall, the expectations for SupportYourApp's services were met by 110%. How effective was the workflow between your team and theirs? We asked the management team to conduct a QA process at least once a month as well as provide us with the numbers for the KPIs that were the most important for us — average handling time, first response time and resolution time. And while we did have to reach out to their management team the first couple of times to ask whether the QA results will be delivered on time (which they were), after that they have been sending the numbers to us themselves without any reminders and additional questions. What did you find most impressive about this company? SupportYourApp team uses their in-house built CRM system for our product. I believe that this was one of the reasons for such a quick set up although I do not see a reason why the process would stall should they work with any other CRM system. We were also pleasantly surprised when we learned that their team was open to integrating any of the needed communication channels upon request, so that surely influenced the way that we can communicate with our customers and vice versa. Are there any areas for improvement? Didn’t see anything for my team. --- #### Customer Support for Technology Platform **The Project** - Services: Business Consulting, Call Center Services - Project size: $200,000 to $999,999 - Project length: Mar. 2018 - Ongoing **Project Summary**: SupportYourApp provides customer support for a SaaS solution. They work with an advanced CRM and invoice platforms. They respond to all emails, chats, and phone calls within 5–15  minutes. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 4.5 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Triage Solutions Manager, Accelo - Industry: Other industries - Client size: 51-200 Employees - Review Type: Phone Interview - Verified **The Review** — Sep 11, 2020 **Feedback Summary**: Surveys have demonstrated that customer service satisfaction ratings for SupportYourApp are higher than the in-house support team. They’re clearly dedicated to providing reliable and high-quality support. The team has provided quality work for the fraction of the cost of an internal team. "“They’re receptive to feedback, and usually deal well with understanding our criticism.” " **BACKGROUND** Introduce your business and what you do there. I’m a triage solutions manager at Accelo. We provide a SaaS service automation solution for companies that deal with service as a business, such as law offices, real estate agencies, IT experts, and so on. Our software has CRM, invoicing, and project and ticket management functionalities, and allows clients to focus more on their actual work. We automate aspects like dealing out tasks, emailing, scheduling, and so on. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with SupportYourApp? We were having difficulties providing adequate support to our customers at a reasonable cost. Like many advanced CRM and invoicing platforms, ours is quite complex and difficult to understand at times. So, our own support agents would have trouble understanding the product in a reasonable amount of time and addressing client issues. We were looking for a way to get a high level of dedicated support.  **SOLUTION** What was the scope of their involvement? SupportYourApp adopts the process and training methods that the client outlines, and we can further groom it from there as the platform evolves. I set up a training document for them to utilize, with exercises to put through. I haven’t updated it since the beginning, but they’ve done so themselves after the initial training. There’s a seamless process for any new hires or switching of agents. It’s rare that they ask us a question regarding training. The issues they’ve helped address are to do with our coverage and support. They offer 24-hour support for our clients.  They can respond to all our clients within two hours at most, but we try to prioritize certain clients based on size, level of complexity, and so on. They usually respond to all emails, chats, and phone calls within 5–15 minutes, depending on how much they have to dig into the issue before responding. We have regular phone support through a hotline that routes calls to one of our agents. For live chats from the website, the agents are able to see details regarding the client’s account and try to troubleshoot accordingly. People that don’t have SLAs with us are routed to the appropriate sales funnels, whether it be account management or otherwise. Regarding email support, SupportYourApp is quite well-versed in triaging and troubleshooting the issue. Even if they have agents that are new to this, their peers and training process will ramp them up to the quality we require before they start charging us for the agent. The training is also free. What is the team composition? We started with 3–4, but we’re using six agents from SupportYourApp at the moment. We have four agents on the tier-two team, and two for tier-one. One of them is the team leader. If the team gets to a certain size, it’ll be nice to have more than one team leader. We also have a dedicated service manager who jumps in if there’s a higher-level issue. How did you come to work with SupportYourApp? We were researching outsourced companies on a whim, to see if we could get the coverage and expertise needed, and SupportYourApp stood out from the rest. They were able to address our needs and concerns in a way that we didn’t think they could. How much have you invested with them? We’re paying $10,000 per month, and the overall cost so far is around $100,000. What is the status of this engagement? We started working with SupportYourApp in March 2018, and it’s ongoing. We were hoping to expand the team, but Coronavirus has, unfortunately, hit all companies. We’ve implemented a hiring freeze to make sure that we don’t expand too much during these uncertain times. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? We send out customer service satisfaction surveys with most of our tickets. There is variability between the tier-one and tier-two agents, but their scores are often higher than those of our local staff. That’s a nice thing to see. They average a 4.8/5. How did SupportYourApp perform from a project management standpoint? They meet deadlines and perform tasks like making sure our help pages are up to date without issue. They’re very concerned about making sure they can do the job, and they don’t make too many presumptions about whether or not they can. They like being clear, and they ask lots of questions. The service manager was one of the original agents we hired. Knowing that there’s internal growth at SupportYourApp gives us relief knowing that there isn’t a high turnover level with agents. It’s also good to know that the service manager used to be an agent because he knows our platform in and out and has dealt with our customers. That helps us get high-quality agents when we need it. What did you find most impressive about them? They aim to please. They’re receptive to feedback and usually deal well with criticism. With a lot of outsourced companies, the team members will give stock responses like “We understand”, and escalate things to their managers. SupportYourApp’s team tries to understand whatever we’re telling them. They really want to know what’s best for the customer and what the mindset behind a decision was, so that they can be more autonomous in the future. We were surprised by how driven they were. Are there any areas they could improve? The collaboration within their own team could be improved. While they do work together well, they don’t push themselves amongst each other. If we tell them to train an agent because they’re lagging behind, that’s fine, but they don’t push each other as much as we’d like. It could be our fault for separating them into two teams. Oftentimes, the tier-one support team would ask us a question when someone in tier two could answer it. Do you have any advice for future clients of theirs? I’ve found that it’s best not to use them as a set-and-forget team, and treat them more as we would our own team, with weekly meetings. They get invested in learning and doing new things. Just like with anyone else, stagnation doesn’t help, and a sense of progression is what they need to enjoy their job day-to-day. If the client makes sure that they have those, they’ll really excel at their roles. Similarly to hiring within their own company, the client needs to know exactly what role they want them to fulfill, and set up clear training for them, but don't expect them to wear multiple hats. They won’t know what to do if the client just expects them to fill in the blanks. There must be a clear regiment and examples for them to look at. A key feature to SupportYourApp’s success is their internal training process, which they evolve and use as a reference source. If what’s put in there isn’t very good, we can’t expect good agents to be rolled out. --- #### Call Services for Vacation Rental Company **The Project** - Services: Call Center Services, HR Consulting - Project size: $50,000 to $199,999 - Project length: Oct. 2019 - Ongoing **Project Summary**: SupportYourApp provides resources to support external communications for a hospitality company. They communicate with clients across platforms to address inquiries, establish reservations, and process payments. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Executive, Sweet Inn - Industry: Hospitality & leisure - Client size: 51-200 Employees - Review Type: Phone Interview - Verified **The Review** — Jul 22, 2020 **Feedback Summary**: SupportYourApp dedicates experienced resources that provide exceptional customer service to the satisfaction of stakeholders. The team offers industry expertise, providing valuable recommendations that result in process improvements. Their flexibility ensures a successful, lasting partnership. ""Communication’s essential to us, so their professionalism eases any concerns we could have." " **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. --- ## Portfolio & Awards ### How We Helped NotaryPublic24 Cut Resolution Time NotaryPublic24 is a digital platform that provides remote online notarization, Apostille, and legal services, enabling customers to have documents notarized or certified within minutes without the need to visit a physical notary office.   THE CHALLENGE We partnered with NotaryPublic24 in August 2024. While their marketing campaigns were successfully driving customer demand, the company did not have sufficient internal resources to handle the growing volume of support inquiries. As a result, they aimed to: Speed up ticket resolution; Build a scalable support setup. THE SOLUTION As part of the advanced integration plan, we configured Intercom to unite chat, email, WhatsApp, and calls into a single workspace, allowing the support team to manage all customer requests from one place with full conversation visibility. SupportYourApp built a scalable omnichannel team by starting with one consultant, formalizing training into a structured onboarding process, and later expanding to three consultants. The team now handles complex tasks such as order processing and works closely with the client’s Head of Operations to continuously improve performance and workflows. THE RESULTS We implemented a comprehensive support framework that enabled NotaryPublic24 to operate efficiently. Here are the results: 64% faster average resolution time; Support team scaled from 1 to 3 trained consultants; Monthly resolved requests increased from 1,800 to 4,500; Omnichannel Intercom setup covering chat, email, WhatsApp, and phone; Fully documented training plans and workflows.   What started as a single-agent operation has grown into a structured team of three trained consultants, enabling the founder to focus on strategic tasks while significantly improving support efficiency. ### Speeding Up Responses by 40% for PayBump PayBump is an AI-powered career marketplace where professionals, mentors, and companies connect to accelerate workforce mobility. Users access intelligent resume tools, interview prep, and negotiation support, while industry experts monetize their knowledge through on-demand mentoring.  THE CHALLENGE Our collaboration began on a small scale two years ago when PayBump decided they needed someone to handle their support emails and chats.  Having joined PayBump’s team, our support agent noticed that many team members doubled-up on roles and the President and Co-Founder of PayBump was handling support inquiries. They faced several challenges: Handle support email and chats Build internal processes from the ground up Redistribute support tasks for better workload balance THE SOLUTION The support agent primarily handled emails in Zendesk and chats in Discord, while also supporting the ClickUp setup to streamline internal processes and improve project prioritization. When PayBump introduced new services, resume and Linkedin reviews, a Career Coach joined the team. As his workload grew, it was decided that he would focus on these services while an additional team member supported tickets and the Discord community. THE RESULTS SupportYourApp has built a great level of trust with the client, and achieved the following results: 40% faster response times; 50% quicker resolution; PayBump’s team can focus more on product growth and customer experience. In the meantime, our current support team continues to drive PayBump’s support efficiency improvements. They’re refining processes, putting all systems in place, and preparing an onboarding training program for upcoming team members. ### How We Helped Kurzgesagt Cut Email Response Time Kurzgesagt is a Germany-based animation studio that produces popular science videos explaining the world in a fun way. In addition to their videos, the team runs an online store featuring science‑themed merchandise. THE CHALLENGE As their customer base grew, Kurzgesagt began experiencing CX challenges that highlighted the need for more scalable and efficient support that could adapt to the company’s growth. THE SOLUTION We onboarded and trained the new hires in Kurzgesagt’s products and processes, so they could deliver accurate, brand‑aligned support. Additionally, we implemented Gorgias, a customer support platform, to streamline and automate key processes. We also restructured the setup to make it easy to scale as the client grows. With years of experience providing customer support for ecommerce stores, we understood that scalability was essential for long‑term success. THE RESULTS Metrics boost: FRT — down to 12 minutes during business hours, 19 minutes overall (including night shifts), CSAT improvement — up to 4.95 out of 5 Enhanced brand reputation: Trustpilot reviews improved significantly High‑volume support efficiency: the team shows exceptional performance during holiday spikes By forming a strategic partnership, the SupportYourApp team became a natural extension of Kurzgesagt’s internal operations. The collaboration created strong alignment between support, technical, and marketing teams, setting the stage for long‑term, scalable success. ### How Cocoatech Cut Ticket Resolution Time Cocoatech is an independent software company developing productivity-focused tools for macOS users. Its flagship application, Path Finder, has been a reliable Finder alternative for more than 20 years, trusted by a community of over 100,000 users. Following the launch of a major partnership, Cocoatech experienced a sharp increase in customer support requests. With a small, two-person support team, maintaining fast response times and avoiding burnout became increasingly difficult. To sustain high-quality support, the company sought a scalable solution capable of automating ticket handling and streamlining internal workflows. THE SOLUTION In collaboration with CoSupport, SupportYourApp trained and deployed an AI model to support customer service operations. The team designed a system that now manages a substantial portion of customer inquiries, integrates seamlessly with existing tools, and delivers timely, reliable assistance. THE RESULTS We integrated the AI agent in the beginning of November 2024 and already in December we saw the first impact on the support workflow and the client’s KPIs. Here’s what changed: Resolution rate: Increased from 0 to 474 handled chats within one month, representing 76% of all conversations; by January, this grew to 490 chats, accounting for 81% of total volume; Resolution time: Reduced from an average of 8 hours 54 minutes in November to 8 minutes 33 seconds in December, and further improved to just 5 minutes 12 seconds by January. Taken together, these improvements in resolution rate and response time illustrate how the CoSupport AI agent reshaped Cocoatech’s support into a faster and more efficient system. ### How Happeo Cut Email Response Time to 30 Minutes Happeo is a SaaS platform that helps fast-growing companies manage information more effectively. It provides a single space where employees can access updates, share files and news, and collaborate on projects, objectives, and social activities.   THE CHALLENGE Happeo required a first line of B2B SaaS customer support to manage incoming tickets and escalate them to the in-house team when necessary. With clients across multiple time zones, providing 24/7 coverage in-house was a challenge.   THE SOLUTION Within the first few months, our consultants seamlessly integrated with Happeo’s internal team, aligning with their processes and communication workflows. The initial steps included: Compliance with Happeo's strict security policies; Streamlining communications with in-house team members regarding tickets escalations; Use of Happeo's support tools. THE RESULTS Over time, we have reduced resolution times and maintained perfect satisfaction scores for several consecutive months. On average, each support ticket is now responded to in under 30 minutes — a significant achievement for a product with such a large, diverse user base. With a 24/7 embedded support team, Happeo’s clients receive faster responses and seamless issue resolution, regardless of their time zone. ### Faster Response Times & Scalability for Flibco   As a European airport shuttle service, Flibco, expanded and their customer base grew, they needed to enhance support coverage and manage irregular inquiry volumes effectively. THE CHALLENGE: Achieving 24/7 Flexibility and Scalability Flibco partnered with SupportYourApp at a crucial stage of their expansion. With an increasing number of travelers using their shuttle services, they faced several challenges: Inconsistent coverage across time zones Workload fluctuations  Cost optimization THE SOLUTION To support Flibco’s growing customer service needs, we: Started with a hybrid team of dedicated and shared agents to provide 24/7 transportation support without raising costs. Monitored volume trends, identifying a spike in inquiries ahead of the holiday season. Recommended and implemented a smooth transition to a fully dedicated team within two months. Provided bilingual support in English and French to meet the needs of a diverse customer base. Maintained cost-efficiency through a flexible team structure that adapted to real-time demand. THE RESULTS 24/7 coverage: no missed inquiries Improved customer experience: faster responses, consistent service, and higher satisfaction Scalability: easy adjustments to peak seasons and quieter periods With SupportYourApp’s expertise, our client successfully transitioned to a scalable, cost-effective 24/7 bilingual support system, reinforcing their commitment to exceptional customer care and paving the way for future growth.   ### How SupportYourApp Helped Cocoatech Build a Team   Cocoatech, a California-based app development company focused on optimizing productivity, needed to fill two part-time and short-term positions. With no dedicated HR or recruitment team, they didn’t have the internal resources to manage the hiring process. So, that’s when they turned to SupportYourApp for expert recruitment process outsourcing. THE CHALLENGE Find talent for two part-time, short-term roles with no HR team. THE RESULTS 2 hires, job-ready from day one First candidate approved instantly Onboarding, training, setup handled by SupportYourApp All within reasonable budget SupportYourApp delivered a stress-free, seamless recruitment outsourcing experience for Cocoatech, filling two part-time, short-term roles with little effort from the client. From sourcing candidates to training and onboarding, every step was taken care of. The result: two job-ready hires, smooth process, and a satisfied client — all within budget.    ### Project with Mastercard Our team of professionals ensured a fast integration into the project and delivered exceptional customer support, prioritizing timely assistance. Comprehensive reporting on key performance metrics, such as CSAT and NPS scores, first reply time and average handling time, fostered trust through transparency and reliability. ### Project with Calm Our commitment to long-term success and proactive approach have driven us to provide prompt support and innovative solutions tailored to the client's needs. Our support team was deeply integrated into the project, handling customer inquiries quickly and effectively. This approach has created strong partnerships based on reliability and excellence. ### High-Quality Services for Game Development Company Through a strategic partnership, we helped The Company increase ticket resolution by 49%, reduce response times by 54%, and successfully manage the complexities of scaling their customer service.Our team has developed an extensive training program from scratch, equipping new agents with the knowledge they need to effectively resolve issues. We created a centralized knowledge base that allows agents to quickly access and share important information. We also developed a customized game wiki for the team.This cooperation allowed The Company to focus on its core business of game development, while we delivered support for the app users. With efficient processes, teamwork, and the right technology stack, our team provided a cost-effective solution that met the growing demands of a dynamic and expanding market. ### Tailored Support for a Tech Company   A global company specializing in intelligent workflow automation, came to us with a unique ask. They needed a reliable and independent specialist for a highly tailored role — a back-office support specialist to help with partner support tasks like onboarding, engagement, ongoing updates, and more. THE CHALLENGE Find a consultant for a tailored back-office support role. THE SOLUTION Once we connected with the client’s Partner Program & Development Director and gained a detailed understanding of their needs, we quickly figured out who their perfect match would be. We delivered a back-office consultant who did not only fit the role, but added value from the start. From day one, Damla, a SupportYourApp consultant, worked independently, requiring little supervision. Our involvement has been light-touch — just occasional check-ins with both our consultant and the client to ensure everything stays on track. Whether it was sending welcome emails, managing Salesforce updates, coordinating webinars, or tracking incentives, Damla delivered excellent performance.  THE RESULTS A self-sufficient, impactful support consultant hired instantly Consultant operated with full autonomy Direct impact on client’s Q1 success Consultant’s contract extended for another quarter Damla has consistently delivered without the need for hand-holding, quickly becoming a trusted team member and contributing to high-level initiatives behind the scenes. Extending her contract was an easy decision — she’s now an integral part of the client’s partner operations ecosystem.   ### SupportYourApp Helped an IT Help Desk Provider A mid-sized IT help desk service provider (hereafter “The Company”), specialized in managing and monitoring cloud-based environments, sought a dedicated infrastructure team. They reached out to us with the need for Level 1 and Level 2 desktop support for macOS, Windows, and Linux systems. Our team helped The Company streamline customer support operations, improve ticket resolution rates by 96%, and increase user satisfaction by 25%. We helped the company effectively manage its help desk by providing dedicated technicians and helping with integration so they could provide comprehensive training to candidates. Our methodical approach to escalation, ticket management, and continuous improvement ensured that the consultants’ work was uninterrupted. The results of the study demonstrated our ability to meet and exceed expectations in a dynamic IT support environment, highlighting significant improvements in ticket resolution rates, CSAT scores, and operational efficiency. ### Project with G2A When we began the cooperation, the project required modern customer support solutions. Our team provided proactive support tailored to the company's business needs. All terms of cooperation were met at the highest level, and the coordinated work of the managers allowed us to resolve all issues promptly. ### Augmenting Human Support for a Startup’s Grows In collaboration with SupportYourApp, the Company achieved 68% increase in resolved tickets and 46% faster resolution times. We started our cooperation with the Company by setting up a call center with three sub-teams dedicated to different regions: These teams were focused on cold calling restaurants, offering professional photography. One of our initiatives was to create a special script to greet the callers, as well as custom answering scripts. As the Company grew, so did our involvement. In addition to call center, we created 4 extra teams over the past year, including: A community team focusing on onboarding and increasing their engagement with the platform. By partnering with SupportYourApp, the Company expanded their operations, improved workflows, and delivered high-quality service to their customers without sacrificing growth. Our flexible approach and focus on scalability continue to drive their success. ### Project with MacPaw Thanks to the efficiency of our integration processes, we achieved a fast and seamless implementation of customer support. Our team consistently analyzed frequent issues and requests, using data to enhance customer experience. This approach has strengthened our partnership, ensuring sustainable success and mutual trust. ### Project with here Our companies have built a collaboration on trust and professionalism. Thanks to the team's expertise and dedication, we got a seamless and fast integration process. Our customer support team was always ready to help, and comprehensive reporting provided clear insights into performance. ### Project with LIFX The complex incoming parameters for this project required us to develop unconventional and effective solutions. A deep understanding of the client's needs allowed us to quickly establish support for the company and enhance the customer experience. ### Customer Service Outsourcing with SupportYourApp Our company offers customer service outsourcing, allowing you to optimize interactions with your clients. We provide a professional team focused on personalized service, using advanced technology to efficiently handle inquiries and resolve issues, helping you maintain high customer satisfaction while focusing on business growth. ### Back Office Outsourcing with SupportYourApp HQ Our company offers back office outsourcing services that optimize your business processes by combining advanced technologies with efficient, human-centered solutions. Our team handles routine administrative tasks, ensuring seamless integration with your workflows, so you can focus on strategic growth and customer satisfaction. ### Call Center Services in SupportYourApp HQ We elevate customer experience by combining cutting-edge technology with personalized, human-centered interactions. Our passionate team ensures seamless integration with your business processes, focusing on the purpose behind every conversation to deliver meaningful, engaging customer support at every touchpoint. ### Teamwork in SupportYourApp HQ For our team to be focused on their tasks and unleash creativity our office space has clean and minimalistic atmosphere with all the tools everyone might need. With the pieces of art from contemporary Ukrainian artists we get the inspiration and promote local art to the community. ### Our Awards SupportYourApp is an award-winning company, which got recognition from notable business competitions. ### Our Clients We're recognized by the best ### Data Security & Compliance Data Security & Compliance are our top priorities ### Clutch Awards - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/clutch_1000_2025_award.svg) - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/top_clutch.co_call_centers_2025_award.svg) - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/top_clutch.co_back_office_outsourcing_company_2025_award.svg) - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/global_award_fall_2025.svg) - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/top_clutch.co_customer_support_outsourcing_company_2026.svg) ### Industry Recognitions - Inc. 5000 2024 - Outsource Partner of the Year, 2024 CS Awards - Stevie Winner 2021, Great Employers - Top 50 Inspiring Workplaces in EMEA - Winner of CCA Awards, 2023 - Inc. Female Founders 200, 2023 - Stevie Winner 2022 Bronze, Great Employers - Golden Globee Award Winner - Stevie Winner 2021 Silver, Sales&Customer Service ## Key Clients - Mastercard - Calm - Kofax - MacPaw - Softorino - Happeo - Whitebit ## Packages ## About the Team ### Our Story Since 2010, SupportYourApp has become an industry leader for premium outsourced support services. Our multinational team of incredibly creative and hardworking individuals is carefully picked to fit your business needs. Originally founded in Kyiv, Ukraine, the heart of Eastern Europe’s booming tech scene, SupportYourApp turned global with hubs in many countries around the world while keeping focuses on providing professional customer support services specifically for innovative tech companies. ### What Sets Us Apart - Our Mission: To create an ecosystem where the best of people and technology work together to turn a one-time customer into a lifelong client. - Our Vision: To revolutionize the CX industry and become the most influential company in the world. ### Quick Facts - Multilingual Team - 62 Verified Clutch Clients - 15 years in business ### Tools and Technology - Zendesk - Slack - Notion - Salesforce - Freshdesk - HubSpot - Intercom - Jira - Asana - Microsoft Teams - Zoho CRM - Google Docs ### Commonly Asked Questions **What are the outsourcing customer service benefits?** Outsourcing help and business support helps you leave the room for developing your brand and reach new heights without having to worry about hiring and teaching support consultants. Plus, outsourced customer service cost is much lower than building an in-house team from scratch. **Why do companies outsource customer service?** Outsourcing Support service is a great way to gather a team that is going to ensure a great user experience and will provide top-notch care without you having to set the team up and teach them the product. SupportYourApp will do that for you. **What is the call center outsourcing process?** The process of outsourcing a call center begins with analyzing your business needs and budget. The next step is selecting a suitable provider that aligns with your goals and customer support expectations. If it’s SupportYourApp: together, we select the suitable pricing plan and personalize it for you; after you sign up, we confirm all the details. We perform the necessary integrations, prepare FAQs, knowledge base, and response templates. Then you meet and approve candidates, we train them, and we launch in 1 month. **How to choose a call center outsourcing provider?** If you’ve made a decision to hire a call center team, it’s important to evaluate its: experience in your industry, AI technology use and CRM integrations, support team scalability opportunities, number of languages supported, data security certifications and compliance with security regulations. You might want to look at case studies and client testimonials to see if current and former clients are satisfied with the level of support. **Do you provide outsourced customer support in my country?** We proudly support clients worldwide, with strong expertise in the US and Europe. Some of the countries we serve include the UK, Germany, France, Belgium, Netherlands, Australia, Israel, Sweden, Switzerland, Denmark, and Norway. Our team operates across multiple time zones, allowing us to work efficiently at any time of day — during peak business hours as well as evenings and overnight. To confirm availability in your region, please reach out — we’ll be happy to let you know if we can provide technical support there. ## Verification Clutch verification provides an additional layer of data to help you make the right purchasing decision of business services. - Verified Client Reviews: 72 - Overall Review Rating: 4.8 Last Updated: 2026-05-06T04:09:24Z ### Business Entity - Business Entity Name: SupportYourApp, Inc. - Source: Delaware Division of Corporations - Jurisdiction of Formation: Delaware - Date of Formation: August 19, 2014 - Status: Active - Last Updated: July 31, 2021 - ID: 5589172 ### Credit Report Results - International Credit Risk Assessment: Moderate Risk - Source: Creditsafe - Last Updated: January 1, 2022 ## Locations (3) ### Wilmington, DE (Headquarters) - 221 West 10th Street - Wilmington, DE 19801 - United States - 301 - 400 employees - Phone: 18889593556 ### Beograd, Serbia - Milutina Milankovića 9ž - Beograd 11070 - Serbia - 10 - 15 employees ### DSR, Argentina - Libertador Avenue 2442, 4th Floor, Olivos - DSR B1636 - Argentina - 2 - 5 employees ## Connections - Tatiana Dmitrieva (CYBOT) - Raechelle Hoki (FitXR) - Hanna Mursalimova (FTECH.ua) - Valentyna Maliukina (Helpware) - Sergio Espinal (OfficeSpace Software) - Olena Budai (SupportYourApp) - Benjamin Liu (Tungsten Automation) ## Contact SupportYourApp [Send a message](https://clutch.co/profile/supportyourapp) ### Connect on Social - [LinkedIn](https://www.linkedin.com/company/supportyourapp/) - [Facebook](https://facebook.com/supportyourapp/) - [X](https://twitter.com/supportyourapp/) - [Instagram](https://www.instagram.com/supportyourapp/)