SupportYourApp

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 Search

Why did you select SupportYourApp over others?

High ratings

How many teammates from SupportYourApp were assigned to this project?

1 Employee

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

We 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 Meeting
• Email or Messaging App

What 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.

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 Search

Why did you select SupportYourApp over others?

• High ratings
• Pricing fit our budget

How many teammates from SupportYourApp were assigned to this project?

2-5 Employees

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

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 Meeting

What 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

BACKGROUND

Please describe your company and position.

I am the Head of Customer Support of Railsware Products Studio

Describe 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 emails
• Ensure continuous coverage and timely handling of customer inquiries

SOLUTION

How did you find SupportYourApp?

Online Search

Why did you select SupportYourApp over others?

Pricing fit our budget

How many teammates from SupportYourApp were assigned to this project?

2-5 Employees

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

SupportYourApp 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 support

Describe 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 Meeting
• Email or Messaging App

What 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. 

BACKGROUND

Please describe your company and position.

I am the Senior Director of Customer Success of Canary Speech

Describe 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 Coverage
• Ability to scale at need
• Future proof our coverage with options for language specific support needs

SOLUTION

How did you find SupportYourApp?

Online Search

Why did you select SupportYourApp over others?

• High ratings
• Pricing fit our budget
• Good value for cost

How many teammates from SupportYourApp were assigned to this project?

6-10 Employees

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

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 Meeting
• Email or Messaging App

What 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.

BACKGROUND

Please describe your company and position.

I am the Department Director of HyperCinema

Describe 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 Search

Why did you select SupportYourApp over others?

• High ratings
• Pricing fit our budget
• Agents available in the territories we requested

How many teammates from SupportYourApp were assigned to this project?

2-5 Employees

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

SupportYourApp 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 Meeting
• Email or Messaging App

What 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.

BACKGROUND

Please describe your company and position.

I am the Director Digital Experience of Tungsten Automation

Describe 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 & support
• Enterprise lead qualification
• Improved site visitor experience

SOLUTION

How did you find SupportYourApp?

Previous customer at another company

Why did you select SupportYourApp over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Previous experience

How many teammates from SupportYourApp were assigned to this project?

20

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

eCommerce Sales & Support

• Live chat and email communication with prospects and existing customers
• Upsell/cross-sell existing customers, helping with upgrades
• First-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 quote
• Reporting

Enterprise Lead Qualification as SDRs

• Answer prospect questions
• Qualify and create leads in Salesforce
• Routing to BDRs
• Reporting

Website User Experience

• Guiding 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 Meeting
• Email or Messaging App

What 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.

BACKGROUND

Please describe your company and position.

I am the Head of Marketing of Yelyzaveta Kibets

Describe 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?

Referral

Why did you select SupportYourApp over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from SupportYourApp were assigned to this project?

6-10 Employees

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

SupportYourApp’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 Meeting
• Virtual Meeting
• Email or Messaging App

What 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.

BACKGROUND

Please describe your company and position.

I am the COO of Supernal World Creations

Describe what your company does in a single sentence.

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

OPPORTUNITY / CHALLENGE

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

• General Customer Service App Support
• Executive Assistant

SOLUTION

How did you find SupportYourApp?

Online Search

Why did you select SupportYourApp over others?

• High ratings
• Pricing fit our budget
• Good value for cost
• Company values aligned

How many teammates from SupportYourApp were assigned to this project?

2-5 Employees

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

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

RESULTS & FEEDBACK

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

1. Improved Application Stability

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

2. Timely Issue Resolution

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

3. Successful Support of App Updates

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

4. Operational Continuity

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

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

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

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

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

What was your primary form of communication with SupportYourApp?

• Virtual Meeting
• Email or Messaging App

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

SupportYourApp's quality and genuineness of their people were impressive. 

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

No, they have went above and beyond my expectations. 

BACKGROUND

Please describe your company and position.

I am the CMO of FitXR

Describe what your company does in a single sentence.

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

OPPORTUNITY / CHALLENGE

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

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

SOLUTION

How did you find SupportYourApp?

Referral

Why did you select SupportYourApp over others?

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

How many teammates from SupportYourApp were assigned to this project?

1 Employee

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

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

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

RESULTS & FEEDBACK

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

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

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

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

What was your primary form of communication with SupportYourApp?

Email or Messaging App

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

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

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

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

BACKGROUND

Please describe your company and position.

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

Describe what your company does in a single sentence.

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

OPPORTUNITY / CHALLENGE

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

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

SOLUTION

How did you find SupportYourApp?

Online Search

Why did you select SupportYourApp over others?

• High ratings
• Pricing fit our budget
• Good value for cost
• Company values aligned

How many teammates from SupportYourApp were assigned to this project?

6-10 Employees

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

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

RESULTS & FEEDBACK

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

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

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

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

What was your primary form of communication with SupportYourApp?

• Virtual Meeting
• Email or Messaging App

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

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

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

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