2016: Year in Review

2016 was a tough and interesting year in the tech industry, and we would like to share with you our year in review! New trends like VR, artificial intelligence, autonomous cars, and various gadgets have brought a fresh wave into the customer experience.

This year was very special for SupportYourApp. Our company has grown to become bigger than ever before! The implementation of new tools and techniques in our day-to-day operations helped make our clients and customers delighted and h-a-p-p-y!

Nevertheless, we still take time to care about each member of SupportYourApp as much as we care about each of our clients. Thus, it’s not surprising that SupportYourApp was ranked #2 workplace in the Ukrainian IT sector. Here is some really exciting news that we’d like to share with you:

#1 Innovational Customers Survey

Did you know that 7 out of 10 companies try to get customer’s feedback — what they do or don’t like about the company? At the same time, customers don’t have time to fill out long forms and answer 10+ questions. You can try to record customers’ feedback on a phone call, but nobody likes talking to a machine, each customer wants to feel a human touch. For this, we introduced a simple survey option to get customers’ feedback and support satisfaction score. The HUGE differences are:

• If your support team had a text communication, then the survey will be easily customized without extra steps and customers can share details when they need to;
• If your support agent had a phone call, our tool will automatically analyze phone conversations and rate agent’s performance and customer satisfaction;
• And we’ve created a cozy design that inspires our customers.

There was also a big improvement in the statistics that we provided. Now it’s possible to calculate the number of cases, the average amount of interactions per case, the average reaction time, phone pick-up rate, and much more.

#2 Quality Assurance

All companies strive to provide the best customer support possible. That’s why the unique algorithm, developed by our Quality Assurance Guru, helps us stay on top of things! Moreover, our very own QCRM has been improved to make the QA of phone calls and emails even better. We now customize it for each team and product, creating a convenient collaborative workflow and ensuring only the best performance. Our QCRM easily integrates with Desk.com, Freshdesk, Help Scout, Intercom, Tender Support, UserVoice, WHMCS, Zendeskm and even Twitter.  And to ensure maximum security and privacy, we’ve got ourselves the most advanced encryption available.

#3 Responsibility

We seriously care about the environment, so in addition to battery recycling we have gone totally paperless. Also, we encourage and help our employees to be a valuable part of society, so we also took part in charity runs and half-marathons.

Customer support is all about helping others.

2017 is coming in a couple of days – you can be sure, that even more breaking news from SupportYourApp will come up! So stay tuned & #SupportYourCustomers.

See you in 2017!

❤︎ Like it? — Share: Share on LinkedIn or Share on Facebook