How We Helped NotaryPublic24 Cut Resolution Time by 64% With Our Omnichannel Customer Support

Imagine running a fast-growing online business where every customer question lands directly in your inbox, and there’s no team to help. 

Tickets pile up, and your customer trust is at risk. The following omnichannel customer service use case explores how SupportYourApp helped a client set up scalable support and reduce resolution time.

NotaryPublic24 is a digital platform offering remote online notarization, Apostille, and legal services. Customers can conveniently have their documents notarized or certified within minutes without having to visit a notary’s office. All they have to do is upload their document, complete the checkout, and verify their identity, all of it online. 

We partnered with NotaryPublic24 in August 2024. Their marketing campaign was successfully bringing in customers, but the company lacked internal resources to provide the necessary support. Since notary services often raise questions — naturally, lots of customers sought clarification before ordering online. 

At the time, it was the founder who managed all the support interactions. He had to provide all the information and, simultaneously, build customer trust in the service. Providing fast, detailed responses soon became a challenge.

“We needed someone to professionally take care of our customers, orders, and calls, also to set up the support workflow in a way that’s easily scalable.” — mentioned Dmytro Soluianov, Head of Operations at NotaryPublic24.

After taking a deep dive into the client’s needs and business specifics, we decided that Intercom integration would be the best solution to unify communication, automate repetitive tasks, and build a tailored setup ready to scale with growing demand.

The Solution: Intercom Integration and Omnichannel Setup

As part of the advanced integration plan, we implemented a full setup. We performed Intercom configuration connecting chats, email, WhatsApp, and calls into a single workspace. The new system enabled the support team to address all customer requests from one place and maintain a unified view of ongoing conversations.

This omnichannel customer service setup also featured simple but effective routing and escalation flows that ensured inquiries reached the right specialists quickly and were resolved without delays.

With the technical foundation in place, the next step was to build a skilled team capable of maintaining the high quality of service.

Building a Team to Scale Omnichannel Customer Support

The consultants SupportYourApp selected for the project proved to be highly proactive and quick to adapt. We began with just one team member, carefully documenting her entire training process and turning it into a structured onboarding plan. 

This foundation made it easy to scale the team later to three consultants, with the first consultant actively mentoring the newcomers.

Then there was the second consultant who took the initiative to master order processing — the most complex part of the role, as it required verifying the eligibility of documents submitted for notarization among other things. This responsibility will soon extend to the rest of the support team through additional client-led training.

Recently, the client brought on a Head of Operations, with whom we’re closely collaborating to further enhance team performance, optimize processes, and improve reporting.

Results

Through our partnership, we built a complete support framework that allowed NotaryPublic24 to operate efficiently. We’ve been helping the client deliver high-quality support since September 2025 — reassuring customers that their sensitive documents were handled securely. Here’s what we accomplished.

What began as a single-agent operation has since grown into a structured team of three well-trained consultants, allowing the founder to shift focus from daily customer interactions to strategic business tasks and improving the support efficiency. 

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