SupportYourApp

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Overview

$1,000+

Min Project Size

< $25/hr

Avg Hourly Rate

1000 - 9999

Employees

2010

Year Founded

ABOUT SUPPORTYOURAPP

An Intelligent Support-as-a-Service Company

SupportYourApp is a global provider of Intelligent Support-as-a-Service, offering secure technical, customer support, and customer experience services to developing companies worldwide since 2010. We specialize in omnichannel, scalable support customized to meet varied business demands, whether it’s around-the-clock coverage at low volumes or daily support from 9 AM to 5 PM. With adaptable hybrid scheduling and compliant data solutions, we present a smart alternative to conventional service providers. This allows our clients to lower operational expenses, enhance customer satisfaction, and concentrate on business growth while we handle their support needs. Why companies choose to outsource their customer support to us and how we provide outstanding service is evident in our extensive service offerings. Our affordable call center services and support solutions have enabled our clients to realize annual savings of up to 115%. By integrating AI with skilled human consultants, we have achieved response times that are 3.4 times faster. We adopt a personalized approach, understanding that each client has distinct business requirements.

Languages Spoken

EnglishSpanishArabicBengaliHindiRussianPortugueseJapaneseGermanKoreanFrenchTurkish+17 more

HIGHLIGHTS

$1,000+

Min Project Size

< $25/hr

Avg Hourly Rate

1000 - 9999

Employees

2010

Year Founded

Services

Focus

Industries

Clients

Services Provided

34% AI Agent & Multi-Agent System Development

33% Data Annotation Services

33% Customer Support Outsourcing

About the Team

OUR STORY

Our Journey Since 2010, SupportYourApp has established itself as a top provider of high-quality outsourced support services. Our diverse team, comprising talented and dedicated professionals, is meticulously selected to meet your business requirements. Initially founded in Kyiv, Ukraine, which is at the forefront of Eastern Europe's thriving tech industry, SupportYourApp expanded globally, setting up centers in various countries, while maintaining a commitment to delivering expert customer support services tailored for innovative tech firms.

TEAM PHOTOS

Portfolio

How We Helped NotaryPublic24 Cut Resolution Time

NotaryPublic24

NotaryPublic24 is an online platform that offers remote notarization, Apostille, and legal services, allowing customers to have their documents notarized or certified quickly, without needing to visit a physical notary. In August 2024, we began a partnership with NotaryPublic24. Despite their marketing efforts successfully attracting customers, they lacked sufficient internal resources to manage the increasing number of support inquiries. Consequently, their goals were to: accelerate ticket resolution and establish a scalable support system. To address these challenges, we implemented an advanced integration strategy that involved configuring Intercom to consolidate chat, email, WhatsApp, and phone communications into a single workspace, enabling the support team to handle all customer requests from one location with complete visibility into conversations. SupportYourApp developed a scalable omnichannel team, starting with one consultant and formalizing training into a structured onboarding process, which later expanded to three consultants. This team is now equipped to manage complex tasks like order processing and collaborates closely with the client’s Head of Operations to enhance performance and workflows continuously. The results of our efforts include a comprehensive support framework that allows NotaryPublic24 to function more effectively: a 64% reduction in average resolution time; an increase in the support team from one to three trained consultants; monthly resolved requests rising from 1,800 to 4,500; an omnichannel Intercom setup covering chat, email, WhatsApp, and phone; and fully documented training resources and workflows. What began as a one-agent operation has transformed into a well-organized team of three trained consultants, enabling the founder to concentrate on strategic initiatives while significantly enhancing support efficiency.

Speeding Up Responses by 40% for PayBump

PayBump

PayBump is a career marketplace powered by AI that connects professionals, mentors, and companies to enhance workforce mobility. Users benefit from advanced resume tools, interview preparation, and negotiation assistance, while industry experts can monetize their expertise through on-demand mentoring. **THE CHALLENGE** Our partnership began two years ago on a limited scale when PayBump recognized the need for someone to manage their support emails and chats. Upon joining the PayBump team, our support agent observed that many staff members were performing multiple roles, including the President and Co-Founder, who was addressing support inquiries. They faced several challenges: managing support emails and chats, constructing internal processes from scratch, and redistributing support tasks to achieve a better balance in workload. **THE SOLUTION** The support agent mainly managed emails via Zendesk and chats through Discord, while also assisting with the ClickUp setup to enhance internal processes and project prioritization. After PayBump introduced new services like resume and LinkedIn reviews, a Career Coach was brought on board. As his responsibilities increased, it was determined that he would concentrate on these new services, while an additional team member would take care of support tickets and the Discord community. **THE RESULTS** SupportYourApp has built a significant level of trust with the client, achieving the following outcomes: a 40% increase in response times, 50% faster resolution, and allowing PayBump’s team to focus more on product development and customer satisfaction. Meanwhile, our current support team continues to improve PayBump’s support efficiency by refining processes, establishing all necessary systems, and preparing an onboarding training program for future team members.

How We Helped Kurzgesagt Cut Email Response Time

Kurzgesagt

Kurzgesagt is an animation studio based in Germany that creates engaging science videos to explain various concepts. Alongside their video content, they operate an online store selling science-themed products. THE CHALLENGE As Kurzgesagt’s customer base expanded, they encountered customer experience (CX) challenges that underscored the necessity for support that was more scalable and efficient, in line with their growth. THE SOLUTION We provided onboarding and training for new employees on Kurzgesagt’s products and procedures, enabling them to offer precise, brand-consistent support. We also introduced Gorgias, a customer support platform, to enhance and automate essential processes. Furthermore, we reorganized the setup for easier scalability as the client grows. With our extensive experience in e-commerce customer support, we recognized that scalability is vital for sustained success. THE RESULTS - Metrics improved: First Response Time (FRT) reduced to 12 minutes during business hours and 19 minutes overall (including night shifts), while Customer Satisfaction (CSAT) rose to 4.95 out of 5. - Enhanced brand reputation: Trustpilot reviews saw significant improvement. - Increased efficiency during high-volume support: The team performed exceptionally well during peak holiday times. By establishing a strategic partnership, the SupportYourApp team became an integral extension of Kurzgesagt’s internal operations. This collaboration fostered a strong alignment among support, technical, and marketing teams, laying the groundwork for long-term scalable success.

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