How a Growing Startup Resolved 68% More Tickets by Extending Its Support Team

Challenges

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  Multi-region call launch

  The Company needed a cold-calling call center running at the same time in Germany, the US, and Spain, each requiring its own greeting and answering scripts to sound natural to local restaurant owners.

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  Manual, untracked requests

  Requests came in through manual form submissions with no shared system for tracking progress or spotting recurring issues, which slowed processing and made it hard to act on patterns in customer needs.

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  Volume outgrowing the team

  As the Company grew, workload multiplied well beyond what the original call center team could absorb. The production team alone went from handling 30 to 40 tickets a day to 300 to 400.

Solution

SupportYourApp scaled its involvement in step with the Company's growth, moving from a single call center into a five-team outsourcing model covering calls, support, production, community, and account management.

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  Localized regional call teams

  SupportYourApp set up three sub-teams dedicated to Germany, Spain, and the US, each cold-calling restaurants about professional photography services using custom greeting and answering scripts built for that region.

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  CRM implementation

  A CRM system gave the team shared visibility into progress and task ownership, while also surfacing which issues came up most often, data that fed directly back into how the process was refined.

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  AI-powered query handling

  Virtual AI assistants were layered onto the human team to answer frequently asked questions, sort and categorize incoming queries, and collect data for further analysis, lifting both resolution rate and satisfaction.

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  Automated landing page intake

  A custom landing page replaced manual form submissions, automating intake so requests moved straight into the workflow instead of sitting in an inbox, which sped up processing and improved user loyalty.

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  Five-team scale-out

  As call and ticket volume climbed, SupportYourApp built four more specialized teams, covering customer support, production coordination, community engagement, and account management, on top of the original call center.