Suppostat

BACKGROUND

Please describe your company and your position there.

I'm the head of the customer support team at a fintech company. We build predictive analytics by merging collective intelligence and machine learning models.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Suppostat?

We could not cope with the increased flow of customers, and we had to scale fast because of the rapidly growing market. Suppostat took over the entire training and integration process of the support team, including preparing the knowledge base etc.

The guys had to cope with the current flow of requests and sort out the accumulated pool of tickets.

SOLUTION

How did you select Suppostat and what were the deciding factors?

Firstly, they are aimed at fintech and startups. That was a 100% match for us. Secondly, their managers are experienced in blockchain/crypto/web3/fintech solutions, so onboarding was speedy. Usually, other outsourcing firms are experienced in more traditional sectors, like retail, etc.

A very fast onboarding at such a specific field was really cool.

Describe the project in detail and walk through their service package.

The team is flexible in selecting a convenient plan depending on our daily activities. Once we discussed our conditions and provided the team with a quick walk-around, their onboarding flow took just several days (up to one week).

In cooperation between our teams, we managed to set up Intercom quickly, and they finalized the process of setting it up from their side in the blink of an eye. Once the working environment was done, they pulled their weight to sort our inquiries as fast as possible.

After 2 weeks they sorted thousands of cases and our customers have been providing warm feedback that now they have an opportunity to reach out to us 24/7 and their pain is subject to be sorted fast.

How many resources from the Suppostat team worked with you, and what were their positions?

There was a team of 10 people to provide 24/7 customer support considering our activities. There were support managers, supervisors, and even their CEO who assisted us (he was available whenever we needed).

RESULTS & FEEDBACK

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

Our retention rate has spiked drastically, besides our internal key metrics we could see that our average check has grown and users extend their subscriptions if they reach out to Suppostat team once.

How effective was the workflow between your team and theirs?

They provided us with a supervisor (I really doubt if this guy ever sleeps), he was available literally 24/7 and if someone from our team asks him about something whether being located in CET/EST/UTC or any other time zone, he is available immediately.

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

Arguably the most impressive thing in our cooperation is the team's response to rapidly changing things. Crypto/blockchain/financial services have always been tough in terms of that, as everything changes on a daily basis.

Sometimes it leads to negativity/FUD, and Suppostat made it much easier to avoid negativity. Their work with negativity in a fast manner is mind-blowing.

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

They're transparent in terms of their current activities and goals. We experienced issues with our retention rate, SLA and all key-metrics. The Suppostat team improved it shortly.