Petcube is now a multi-million dollar company with headquarters in San Franciso and offices in Kyiv, Ukraine and Shenzhen, China. But like you, they started out with just a tiny team and an awesome idea. Find out outsourcing customer support helped them grow into a heavyweight
In this article, we'll cover:
Case Study: Petcube & Outsourced Customer Support
Since the conception of SupportYourApp – our goal has always been to help young startups (like ourselves) grow & be successful.
One of our examples is Petcube. Now, if you haven’t heard of Petcube (where have you been?) here’s a quick description:
“It’s a sleek-looking cube with a camera that allows you to easily watch & interact with your furry little friends – no matter where you are.”
Petcube started a Kickstarter campaign with the hopes of gaining some capital necessary to produce thousands of their products. Of course, we all know how the rest goes 🙂
When we first witnessed Petcube – a Ukrainian based startup blow up on Kickstarter.com (over $250,000 raised), we pounced on the opportunity to start working with them. Not only because we wanted to work with another emerging Ukrainian startup – but because we genuinely enjoyed their product.
Me, coming from a family with 5 dogs at any given time & SYA even having an office dog Beam (below), we were ecstatic to start supporting (especially using) their innovative product.
Now despite their huge success on Kickstarter, Petcube ran into a few blocks in the road. Roadblocks like:
- Hardware issues that needed to be fixed before launch
- Factory cooperation problems
- Delivery provider needed to be switched a day before release
- Complications during the extensive testing of hardware & software
All of these complications delayed the release of Petcube to their backers by almost 3 months. Regardless, Petcube was honest & stayed transparent about all issues.
You can read more about their epic Kickstarter journey HERE
Where SupportYourApp Lent a Hand
At SupportYourApp, we understand that issues like this can plague any startup. We felt empathetic & set out to help them succeed & get past these roadblocks anyway we could. Since our business is customer support – we resolved all calls/emails regarding any tech issues, pre-sales, installation, troubleshooting, etc.
And we did it at a special price for Petcube for 5 months until they got back on their feet
At SupportYourApp, we value our clients’ success & our relationship with the client. So when issues like this spring up, we understand & make compromises to ensure our client’s & especially their customers stay as happy/successful as possible.
So How Does the Story End?
Now… despite Petcube being a unique case for us, we still took all of the same measures that we do for EVERY client to give the highest level of customer support for them & especially their customers.
It all starts with working closely with their team to learn exactly how their product works & any issues that we could possibly run into.
By using their existing FAQs & our own technical knowledge – we composed email templates that we use to answer a wide range of questions that we might run into. We also answer phone calls on their behalf to resolve all issues from troubleshooting & installation.. to pre-sales.
Since Their Kickstarter Launch:
- Petcube is now available for purchase at huge retailers like Best Buy and Amazon
- They have expanded to the U.S. & China by establishing their headquarters in the Silicon Valley & manufacturing facility in Shenzhen, China
- They currently have a huge following of happy, pet-loving customers
- And they still use our outsourcing services to take care of those customers 🙂
If you have any questions or feedback – please let us know in the comments below:)
SupportYourApp provides scalable customer support solutions for Apple, Windows and IoT software startups. Reach out to us at firstname.lastname@example.org to learn how we can help improve your customer support!