Support Syndicate

BACKGROUND

Please describe your company and position.

I am the Product Manager of a software development company.

Describe what your company does in a single sentence.

We build and support software solutions that help users work smarter and scale faster.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Support Syndicate to accomplish?

• To provide faster, more consistent customer support as we scale our user base.
• To reduce response times and improve user satisfaction across support channels
• To focus our internal team on product development while SupportSyndicate handles frontline customer interactions.

SOLUTION

How did you find Support Syndicate?

Online Search

Why did you select Support Syndicate over others?

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

How many teammates from Support Syndicate were assigned to this project?

40

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

We engaged SupportSyndicate to handle our end-to-end customer support operations. Their responsibilities included responding to support tickets, live chats, and emails from users on our SaaS platform. They also assisted with onboarding new clients, answering product-related queries, resolving technical issues, and escalating complex cases to our internal team when necessary.

SupportSyndicate also provided valuable insights into recurring user issues, allowing us to improve our product and documentation. They maintained SLAs for response and resolution times, used our existing helpdesk tools (e.g., Zendesk/Freshdesk/Intercom), and ensured consistent communication with our customers.

Key deliverables included:

Daily customer support coverage across multiple time zones
Response and resolution of support tickets within agreed SLAs
Onboarding assistance for new clients
Weekly reports on support trends and customer feedback
Collaboration with our internal tech team for escalations

RESULTS & FEEDBACK

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

Working with SupportSyndicate had a clear impact on our customer support operations and overall business efficiency. Key results included:

35% reduction in average response time within the first month
40% decrease in support-related escalations to the internal team
Consistent 90%+ customer satisfaction (CSAT) score on resolved tickets
Improved onboarding experience for new users, leading to a smoother activation process
Freed up our product and engineering team to focus on core development tasks instead of frontline support
SupportSyndicate’s support agents integrated seamlessly with our tools and processes, helping us scale without compromising on user experience.

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

SupportSyndicate demonstrated strong project management throughout our engagement. They were highly organized, responsive, and consistently met deadlines. Tasks were completed on time, and their team maintained clear documentation and updates for ongoing support activities.

They adapted quickly to our changing needs and always responded promptly when adjustments were required — whether it was scaling support hours, refining scripts, or updating workflows. Communication was smooth, with regular check-ins and performance reviews that ensured alignment with our goals.

Their proactive approach made them feel like an extension of our in-house team rather than an external vendor.

What was your primary form of communication with Support Syndicate?

• Virtual Meeting
• Email or Messaging App

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

What stood out most about SupportSyndicate was their commitment to quality and adaptability. They didn’t just follow scripts — they truly understood our product, asked the right questions, and tailored their approach to our needs. Their ability to quickly learn our systems and communicate with customers in a way that matched our brand voice was especially impressive.

We also appreciated how proactive and collaborative they were — offering suggestions for improving our support processes rather than just executing tasks. It genuinely felt like they were invested in our success.

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

Honestly, there were no areas that stood out as needing improvement during our time working with SupportSyndicate. Their team was responsive, dependable, and delivered exactly what we needed. They were proactive in communication and seamlessly integrated into our workflow.

If we had to point out anything, it would simply be to continue doing what they’re doing — scaling their strengths as they grow.