Resolved in 24 Hours: Boosting SaaS Customer Support for Clozemaster

“SupportYourApp has been a fantastic partner for Clozemaster. Ernesto, our consultant, has been especially great — professional, reliable, and consistently on top of everything. Communication has been smooth, and their team is well-organized, which has made our customer support feel easy and dependable, and has kept our users happy.” — Mike Betten, CEO of Clozemaster.

Clozemaster is a language learning platform designed to move advanced beginners to fluency through gamified fill-in-the-blank exercises. With thousands of real sentences and integrated speaking, listening, and recall training, it transforms learning into an efficient, engaging experience.

SupportYourApp has been Clozemaster’s SaaS customer support partner for a year and a half, handling email inquiries for their language learning app. From processing refunds and resolving technical issues to guiding users through the platform’s gamified features, our team keeps Clozemaster’s learners on track. This case study breaks down exactly how we made it happen.

Challenges

Clozemaster had been relying on freelance customer service agents, but this model lacked continuity. When agents left, support quality tanked:

• A mounting backlog of unresolved tickets delayed response times and frustrated users. 
• Customers were left in the dark about their issues — resolved cases often closed without updates or confirmation. 

Clozemaster needed something more dependable: consistent coverage, streamlined processes, and a partner who could scale with them.

And so, they turned to SupportYourApp for EdTech support.

Solution and Results

After Clozemaster decided to outsource SaaS customer service to us, we dove into their support data — analyzing the types of requests coming in and dissecting their existing processes. From there, we built a targeted solution:

• we assigned a shared support agent to manage all email inquiries.
• we streamlined the support workflow to first reduce the ticket backlog and then clear it completely. 
• the new workflow was designed to prevent tickets from piling up again in the future.
• we established consistent communication touchpoints between Clozemaster and our agent, keeping customers informed at every step — no more dead ends or radio silence.

These actions transformed Clozemaster’s support operation, driving up the CSAT score and turning frustrated users into loyal advocates.

Our streamlined workflow and the agent’s professionalism and productivity delivered measurable results. We slashed response times and hit Clozemaster’s KPI targets.

Next Steps

Within the next two months, we’re moving this project to a dedicated model. 

The shift will lock our agent’s focus entirely on L1 support for Clozemaster — giving them the bandwidth to fine-tune processes, spot emerging patterns in user queries, and drive continuous improvements. The result: even faster email response times.

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