One of SupportYourApp’s values is “People First”. This includes our clients, their customers, and, of course, our team. This also includes a plethora of approaches we take when it comes to caring about everyone we come in contact with:
- We learn as much information about them as we can to make sure we tailor each iteration to everyone’s liking.
- We keep in constant contact to make sure everyone’s needs are satisfied.
- We include the most modern communication tools and approaches to ensure the highest efficiency.
None of that is possible without a productive team that knows how to take care of others and, what’s more important, how to take care of themselves. That is why we at SupportYourApp prioritize our teams’ mental health and do everything for everyone to feel comfortable. For 13 years, we have been taking several crucial steps to make sure our team feels all the care in the world and keeps on providing the best customer services possible.
In this article, we'll cover:
We Empathize With Our Teams
Survey says, “… workers feel that mutual empathy between company leaders and employees leads to increased efficiency (88%), creativity (87%), job satisfaction (87%), idea sharing (86%), innovation (85%) and even company revenue (83%).”. Being empathetic can increase workplace satisfaction and employee lifetime value, and decrease the churn rate within the team.
⭐ SupportYourApp expertise: our team has been through a lot. And every time, we emerged stronger and with more awesome people on our team. During the COVID-19 pandemic, we managed to grow our team from 500 people to almost 1000, and we keep on growing to this day.
We owe this growth to our implicit policy of empathy and understanding. One of the best examples of this policy has been the implementation of the People Experience Manager’s positions. The members of our team regularly book calls with our Specialists to talk about their work experience and share their thoughts on various topics. These talks can be quite therapeutic, and we highly encourage everyone at SupportYourApp to book their calls if they need to talk to someone.
We Ask Our Teams About Their Opinion
Companies that do not conduct employee satisfaction surveys remain blind and deaf to their teams’ needs and desires. This can have a damning influence on their churn rate and, as a result, on their productivity.
⭐ SupportYourApp expertise: we try to never lose track of our team’s moods, opinions, and needs. Their happiness is the key to satisfying our clients and their customers. That is why regular surveys have become a part of our processes. Sending out anonymous forms and analyzing our teams’ honest answers helps us deliver the best experience we possibly can. Among the changes that we made according to our teams’ answers are:
- A more gratifying time-off policy
- A clear and straightforward performance review procedure
- Niche trainings for Customer Support teams
Making these changes helped us be even better and increased company-wide satisfaction by 30%.
We Support Each Other
Businesses around the globe have started to prioritize mental health only recently. Companies that are yet to recognize the importance of the matter are lagging behind and losing their competitive advantage in the job market.
⭐ SupportYourApp expertise: professionals who work in the customer support industry are prone to burnout due to the level of responsibility and the volume of communication they experience on a daily basis. We are always watching out for any signs of burnout in our consultants and managers, as it can be detrimental to our processes and their overall well-being. Every professional at SupportYourApp is encouraged to take time off whenever needed so that they can recharge and keep succeeding at what they do best — supporting others.
We Are Flexible
Ever since professionals around the globe started shifting to remote mode, flexibility quickly became a must-have point in the “What we offer” section of all vacancy descriptions. People around the world want to work in flexible environments and companies.
⭐ SupportYourApp expertise: if we had a second name, it would be… responsibility. But flexibility comes in a close third. There are more than 1200 people on our team and all of them enjoy hybrid work, which means they can work from whatever location they prefer. We also always search for the best position for each team member and newcomer to ensure not only their highest team efficiency, but to make sure everyone can live up to their potential.
We Are Consistent
Companies not being consistent, changing their policies, and not adhering to their values are some of the biggest issues a team may encounter in their professional journey. This may also become a reason for churn, burnout, and low employee satisfaction.
⭐ SupportYourApp expertise: SupportYourApp is nothing if not consistent. We are dedicated to taking care of our teams’ mental and physical health and even development. We value the friendly and supportive atmosphere we created, and we are doing everything to preserve it and make it even better.
Kseniia has worked her way from a Customer Support Consultant to Chief Internal Operations Officer at SupportYourApp. She finds a way to relax in dancing and reading.Posted on