Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?
We know how to build and market our software. We've received great responses from the media and people have loved our apps. Since we are developers, we have concentrated on creating and marketing our product. When we started seeing many requests from customers, we couldn't always be there to answer them, especially during our free time. SupportYourApp has taken care of this, allowing us to concentrate on the development of the product. They did this with fast responses, which we couldn't have done without working during weekends and on holidays.
One of our initial requirements was for SupportYourApp's team to answer any inquiry as quickly as possible, within no more than an hour. We didn't want customers to be waiting for replies and felt that they should be speaking to humans, not robots. As a result, SupportYourApp's trained its entire team to respond to our tickets and customers extremely fast. There are some minor mistakes in their responses at times, but that just shows that there's a human at the other end.
As a result, the feedback we've received from customers has been awesome. Our website is featured on Shopper Approved, where around 85% of feedback is more than satisfied with support. The fact that SupportYourApp provides phone support is excellent. This isn't usually expected from a small company like ours, but it's a good bonus for customers. The people taking calls sound appealing and have good language skills, so we're happy with this as well.
SupportYourApp's work has resulted in a dramatic increase in great feedback from our customers. We hear all the time from customers on Shopper Approved, telling us they've never seen a company with such a fast response time.
How did SupportYourApp perform from a project management standpoint?
SupportYourApp works during weekends and holidays, which is great. We stay in touch with a supervisor who sends us lists of feature requests and popular problems on a monthly basis. This gives us a feel for what we should be developing and fixing next.
Project management had a few highs and lows in the beginning, when the collaboration was new for both of us. SupportYourApp got into the work and, after a while, we found a golden middle ground. SupportYourApp hired a supervisor in charge of a team of dedicated support engineers. We can always reach out to SupportYourApp for any questions.
What did you find most impressive about SupportYourApp?
SupportYourApp is a human team which we were able to meet in person. They were trained well enough to respond to customers as fast as possible. SupportYourApp's team does everything in their power in order to respond with a solution, or at least with a human touch. Our users' requests are taken seriously and the timeliness is perfect.
Are there any areas SupportYourApp could improve?
As the company who actually built the product, we know how it works from the ground up. When customers reach our internal support team, it's usually because SupportYourApp's people don't know the answer. It all comes down to the human factor and experience gained in time. SupportYourApp has progressed in terms of technical knowledge since we started working together.
What tips or recommendations could you share that might increase the likelihood of success with SupportYourApp?
I have recommended them to developer friends, but they've always had to understand that SupportYourApp's business involves real people who need to be trained. They won't know everything right away. SupportYourApp has always been flexible in replacing or retraining resources, but I recommend just bearing with the team and making sure that requests for the process are as transparent as possible.