Case Studies / Scale Customer Support With Zero SLA Breaches: The Measure Protocol Story

Case Study

Measure Protocol

Scale Customer Support With Zero SLA Breaches: The Measure Protocol Story

By Carlos Alfredo Gonzalez Gonzalez, Service Delivery Manager

For growing companies tech companies that need to scale support fast

Updated on August 17, 2026

Scale Customer Support With Zero SLA Breaches: The Measure Protocol Story

Services

Scaling Support
Training Development

About the Company

Location

Global
Language

English

Measure Protocol Limited is a privacy-first data platform that lets internet users share their browsing data anonymously and get rewarded for it. The platform connects everyday users with researchers and brands looking for genuine, consented insights, turning data ownership back over to the people it belongs to.SupportYourApp has been partnering with Measure Protocol Limited for over a year. Our team handles emails and chat messages through the Freshdesk CRM. Our agents also review user submissions, verify account legitimacy, and approve credit payments for valid task completions. This customer support case study captures how our work held up against the challenges we faced.

Measure Protocol

"I’m really happy with Matias and Benjamin. They’ve both shown great initiative and communicate very effectively, and Ben’s transition has been especially smooth. Overall, I’d rate the team and the service delivery management a 10 out of 10. Carlos has also been a fantastic SDM, he's very responsive and always there when we need him."

Stephanie Wong

Community Manager at Measure Protocol Limited

Measure Protocol

Challenges

Handle 2x ticket volume

Our agent faced twice the ticket load after the surge of new users.
Keep meeting customer support SLAs

The agreement was to resolve 60-70 tickets daily.

Solution

We identified the need to scale customer support early, before quality could slip, or SLA commitments were missed. Here were the steps we took:

Proactive team scaling

We suggested bringing one more agent to the team, to help with the increased workload.
The agent who stepped up

The main agent didn't just handle their own queue, he stepped up. Recognizing his potential as a mentor and future team lead, he was eager to train the new agent and even went as far as creating a comprehensive training program for the newcomer.
Smooth agent onboarding

Thanks to that peer-led training, the new agent got up to speed quickly. The transition was smooth enough that the client barely felt it.

Scale Your Team in Days

Connect with Us

Results

tickets, no disruption

60-70

tickets resolved per day

10/10

quality score from Measure Protocol

Carlos Alfredo Gonzalez Gonzalez

Service Delivery Manager

With over 8 years of experience in client management, Carlos brings a thoughtful and empathetic approach to his work, striving to balance the needs of both clients and internal teams to build strong, lasting partnerships. He is passionate about creating smooth, effective collaborations that drive results while maintaining a positive team environment. Outside of work, he enjoys working out, playing videogames, logging films on Letterboxd, and attending rock concerts.

Posted on June 28, 2026