SupportYourApp

BACKGROUND

Please describe your company and your position there.

SignEasy is the simplest and fastest way to sign and get documents signed from smartphones, tablets and the web. I am the Head of Customer Experience at SignEasy, which oversees Customer Support and Customer Success.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SupportYourApp?

We hired SupportYourApp to product customer support to our extensive user base. They provided us with a team of 2-4 support agents to serve our customer support ticketing system.

What were your goals for this project?

Grow our Support team and respond to customers within our set KPIs - response times, resolution times, etc.

SOLUTION

How did you select this vendor?

Our COO previously worked with SupportYourApp or knew of them, and recommended them.

Describe the project in detail.

We hired SupportYourApp to product customer support to our extensive user base. They provided us with a team of 2-4 support agents to serve our customer support ticketing system.

What was the team composition?

3 agents from SupportYourApp, 2 were based in Ukraine and one in the Philippines.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

With all the agents working on the team, we were able to drastically improve all of our key performance indicators. Our average first response time was dropped under 1.5 hours, our average resolution time dropped under 12 hours, and our customer satisfaction scores were higher than ever.

How effective was the workflow between your team and theirs?

The SYA agents were part of our family and worked seamlessly with our team. They are participated in the weekly team sync as well as the weekly reporting requirements.

What did you find most impressive about this company?

The founder is very involved and in touch with customers, and we felt that we were well taken care of. Additionally, the speed with which the account managers are able to find talent is really incredible.

Are there any areas for improvement?

Would be ideal to have SYA asking us for our own company KPIs and keeping their agents accountable to these KPIs from their internal side as well. Also, it would be great to have the full extensive list of services and tasks that the agents can help us with, so that we know if we are taking advantage of everything.

BACKGROUND

Please describe your company and your position there.

I am the founder of GoCodes. We provide a complete asset & inventory tracking solution that harnesses the power of cloud-software, mobile apps and patented QR code labels. Our easy-to-use software is used by thousands of customers all over the world to track and manage their assets and inventory.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SupportYourApp?

We needed help augmenting our sales and support team with highly skilled and passionate professionals. We needed an organization that would be able to scale with us as we grow.

What were your goals for this project?

The goals for this project were in 3 months to create a cost-effective and highly skilled staffing solution that would enable routine customer sales and support services to be provided efficiently and with high quality.

SOLUTION

How did you select this vendor?

We searched and evaluated a range of options and companies for this challenge and SYA stood out as the most passionate and engaged partner.

Describe the project in detail.

Once we selected SYA, we went through the process of selecting the right staffing resource. Next we moved onto capturing and documenting key tools and processes that would be required, implementing them and then training the team on the skills required to support customers whether it be through the sales process or with support questions.

What was the team composition?

I was assigned an account managed and project manager who helped guide us through the process. We continue to have excellent account management support.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Within 3 months, over 80% of sales and support requests were able to be addressed directly by SYA. By creating the tools and processes we are now able to add additional resources when the need arises.

How effective was the workflow between your team and theirs?

All team members were very easy to work with and always looked for ways to address all questions and concerns in a flexible manner even if they did not fit their existing practices well.

What did you find most impressive about this company?

They are truly committed to supporting the customer at all levels. They are highly engaged and always strive to find the best solutions to challenges.

Are there any areas for improvement?

Nothing specific.

BACKGROUND

Introduce your business and what you do there.

Sogro helps small businesses, startups and bloggers grow on social media. We've been in business for a few years, working with over 1,200 accounts. We focus solely on organic growth for social media, helping users at any level start driving more targeted traffic. We leave content in control of the users and solely focus on growth; this allows us to have a lower price point than a full-service social media management company and also to work with users of all business sizes. I am the founder of the company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SupportYourApp?

I have grown Sogro out of my dorm room, so I was handling every single support ticket by myself. As we started to scale, this became nearly impossible to handle, so I started looking for not just a company to hire but also to find a process for managing a digital business. I didn't have an office space, so I couldn't bring in someone locally for support. The company needed to be remote and experienced in the field to provide an easy transition.

I was always a little skeptical about outsourcing customer support, given that we are a service business. Working with people is our whole business, so we can't operate if this isn't handled correctly. I wanted to make sure that the partner firm would understand everything that went into our process.

SOLUTION

What was the scope of their involvement?

SupportYourApp has been able to follow instructions for our support process as well as give me directions on expanding it and making it more worthwhile. We work on different platforms and communicate on Skype and through email. 

How did you come to work with SupportYourApp?

I discovered SupportYourApp on Product Hunt. I was looking around for help from either freelancers or agencies and saw SupportYourApp's ad. I contacted their founder, had a great conversation, and decided to move forward.

How much have you invested with SupportYourApp?

The cost of SupportYourApp's services is around $2,300 per month for 7-day support. The price was a bit lower at first since we were only using 5-day support. As my company scaled, I started needing more coverage.

What is the status of this engagement?

We started working with SupportYourApp in January 2016. The work is ongoing.

RESULTS & FEEDBACK

Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?

SupportYourApp sends me year-end reviews for my support tickets. Other than this, I have gauged their effectiveness through my churn rate and the growth of the company. We have been climbing uphill, while our support needs have been going down; so from a founder's perspective of doing support personally, I have appreciated being able to focus on my company and not worry about having too many users.

How did SupportYourApp perform from a project management standpoint?

I've worked with a project manager from SupportYourApp. He onboarded me into their company and created a Skype group which I can use for any questions outside of the scope of regular services. If I have questions about our CRM, for example, SupportYourApp's team will be there for me. My manager has overseen the team's performance and availability, which gives me peace of mind.

What did you find most impressive about SupportYourApp?

SupportYourApp's communication skills are impressive, which is a huge topic for a support company. If I ever have any questions, I can go to my contact and have it answered. SupportYourApp has listened to our customers' suggestions and relayed them to me, so the service is paying for itself.

Are there any areas SupportYourApp could improve?

At first, I wasn't sure how using a specialized firm could work. SupportYourApp's team has had some turnaround, but they've handled the training process by themselves. I've only trained the first users; that information has been recorded and expanded since. I wasn't sure in the beginning if this could work and thought that I would have to keep training people, but it hasn't happened.

What tips or recommendations could you share that might increase the likelihood of success with SupportYourApp?

I would make sure I had a clear understanding of what I was looking for out of the support team. This always changes, but having a document to present to SupportYourApp is important. Once the work gets going, they need to understand their role and maintain open lines of communication. A hands-on relationship with customers is extremely important for the growth of a business. |

BACKGROUND

Introduce your business and what you do there.

‎Softorino is a software development company that creates products for the Mac and Windows platforms. We solve a few big problems which not many competitors can do. The company was started in 2011, building small Windows utilities. Our most popular products include WALTR, WALTR 2, and iBetterCharge. They allow users to put content on iOS devices without the use of iTunes. iBetterCharge and WALTR were released in 2014, which is when we started getting many more users. We have 10 people working in our small team. We want to increase that number, looking for candidates who can solve things in the shortest time possible.

I am the marketing director of the company. I am also one of the people behind our products. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SupportYourApp?

We release products for Windows and Mac computers. Users have to go through small tutorials for their use, but many of them cannot find their way around issues. They may also be looking for particular solutions that can be provided by our product but aren’t presented in an obvious way. We had received various requests, too many for our team to handle alone, so we saw a need for a group which could work for us 24/7. We reached out to SupportYourApp for support on this front. 

SOLUTION

What was the scope of their involvement?

SupportYourApp provides the technical customer support part of our company, taking care of all general, pre-sales, and technical questions that we've trained their team to answer. SupportYourApp has its own CRM system which allows us to review what the agents are doing, what ticket they're answering, and comment on what is or isn't okay for them to do. Team members can also leave their own requests for anything they have trouble with. The system is built very well.

How did you come to work with SupportYourApp?

SupportYourApp has offices in Kiev, Ukraine, near our company. We knew them and visited their headquarters many times. We thought that using SupportYourApp's support team would be a great solution. We tried them out and found that users from all over the world have been happy with the service.

How much have you invested with SupportYourApp?

The cost of SupportYourApp's services is around $2,500 per month, which comes to between $30,000 and $50,000 over the last 3 years.

What is the status of this engagement?

We started working with SupportYourApp in 2013, but most of our tickets started coming in in 2014 after WALTR was released. 

RESULTS & FEEDBACK

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.

BACKGROUND

Please describe your company and position.

I am the Business Development of a software company 

Describe what your company does in a single sentence.

Providing baggage innovation solutions, including Electronic Bag Tags.

OPPORTUNITY / CHALLENGE

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

• Outsource customer support

SOLUTION

How did you find SupportYourApp?

Online Search

Why did you select SupportYourApp over others?

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.

Provide customer support for incoming tickets from passengers using EBT

RESULTS & FEEDBACK

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

Not clear yet. But faster response rates. 

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

Yes, all very adaptive and helpful

What was your primary form of communication with SupportYourApp?

• In-Person Meeting
• Virtual Meeting

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

SupportYourApp's professional setup and helpfulness are impressive.

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

Not Yet (;

BACKGROUND

Please describe your company and position.

I am the Marketing Assistant of Surf Style

Describe what your company does in a single sentence.

We are a beach and souvenir retail company, with over 60 stores, that include souvenir shops, liquor stores, and convenice stores. 

OPPORTUNITY / CHALLENGE

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

• We needed a dedicated consultant to help us respond to customer requests via calls and emails.

SOLUTION

How did you find SupportYourApp?

• Online Search
• Referral

Why did you select SupportYourApp over others?

• High ratings
• Good value for cost
• Referred to me
• Company values aligned

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 reached out to SupportYourApp after realizing we needed professional support. We hired one shared support consultant to handle customer inquiries through calls and emails.

RESULTS & FEEDBACK

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

1. Increased CSAT
2. Increased customer retention

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

We have bi-weekly meetings with the consultant and SDM.

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?

We admire the consultant's dedication to the project and commitment to providing the best service possible. We also appreciate that the consultant is very knowledgeable and is always on top of things.

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

No, we give them 10/10.

BACKGROUND

Please describe your company and position.

I'm an executive at Language Innovation LLC

Describe what your company does in a single sentence.

We help people learn foreign languages faster and more effectively.

OPPORTUNITY / CHALLENGE

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

• We needed 1 consultant to work on L1 support, especially, to handle email customer communication.

SOLUTION

How did you find SupportYourApp?

Online Search

Why did you select SupportYourApp over others?

• High ratings
• Great culture fit
• Company values aligned

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.

From the beginning of our cooperation with SupportYourApp, our team was expanded with 1 Level 1 support consultant dedicated for 4 hours. This significantly improved our communication with our customers, as the consultant proved to be an experienced and dedicated specialist. The consultant has been working primarily with emails.

RESULTS & FEEDBACK

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

• Increased CSAT
• Increased customer retention

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

We are highly satisfied with the consultant’s communication skills. All questions are answered within 24 hours. We have monthly calls and communicate via Slack.

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?

We admire the consultant's professionalism, communication skills, and commitment to the job.

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

Providing more suggestions from the consultant on how to improve customers’ experience.

BACKGROUND

Please describe your company and position.

 I am the Technical Support Team Lead of a financial services company 

Describe what your company does in a single sentence.

We provide a digital platform that enhances efficiency, transparency and collaboration for supply chain information management

OPPORTUNITY / CHALLENGE

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

• We were looking for a team that would be able to take care of our customer communication and technical support.
• We needed several people who could speak Portuguese (the Brazil variation), Spanish and English.
• We had L1 and L2 tickets that needed to be taken care of.” 7

SOLUTION

How did you find SupportYourApp?

I wasn't involved in finding SYA as a business partner.

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.

We started out with 1 dedicated L2 support consultant who spoke Portuguese and English, 1 dedicated L1 support consultant who spoke English, and 1 shared L1 support consultant who worked with Spanish and English. Since then, due to a decrease in ticket volume, we have downscaled the team to 1 dedicated L2 support consultant (Portuguese, English), and 1 shared L1 support consultant (Spanish, English). The team has been working with emails and calls.

RESULTS & FEEDBACK

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

We saw an increase in our ‘Resolved tickets’ KPI and our CSAT. There were also significant improvements in our internal processes, since the SupportYourApp team has been very proactive and is always making suggestions on how we can improve our internal documentation.

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

We are very satisfied with our cooperation. They are very flexible, responsible, and professional. They deliver consistently good results which is just what we were looking for.

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 their sense of responsibility.

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

Not that I can think of.

BACKGROUND

Please describe your company and position.

I am the CSM of Cardo Systems

Describe what your company does in a single sentence.

Smart communication systems Specializing in systems for helmets or activities outside the helmet

OPPORTUNITY / CHALLENGE

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

• Handling and solving customer written cases
• Handling customer and dealers calle
• To provide premium service worldwide while maintaining customer satisfaction

SOLUTION

How did you find SupportYourApp?

• Online Search
• Referral

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?

6-10 Employees

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

The SupportYourApp team handles phone and email communication with our customers. Our taem of support consultants covers various hours and processes cases of varying degree of difficulty and in different languages ​​(support in different countries)

RESULTS & FEEDBACK

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

SupportYourApp helped us streamline communication with our customers. Since we started working with them, we have expanded our support team from 1 to 6 consultants, which allows us to resolve customers’ issues faster and more effectively

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

Both the team’s management and the consultants themselves are always very professional. Our communication is always on-point. Upon request, SupportYourApp provides us with the information and answers we need.

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?

The quality of their communication and the professionalism of their team. SupportYourApp has very high-quality representatives

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

No...