SupportYourApp

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.

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.

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

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!!!

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.

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.

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.

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.

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.

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.