Customer Support
Case Studies
See how real-world companies achieved measurable results by outsourcing support to us.
Faster Response Times & Scalability for Flibco
See how real-world companies achieved measurable results by outsourcing support to us
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40%
faster responses
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50%
quicker resolution
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70%
faster responses
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SaaS Tech Support OperationsRead the Full StoryCocoatech, macOS App Development Company
SupportYourApp filled two part-time specialist roles for Cocoatech in just 10 days, handling sourcing, screening, and onboarding end to end.
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10 days to first qualified candidate
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2 short-term roles filled end-to-end
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AI Automation Multilingual Omnichannel Support Operations System IntegrationRead the Full StoryFitXR, VR Fitness Platform
With Fin AI agent integration and the addition of a seasonal support agent, we ensured 24/7 coverage and eliminated ticket backlogs.
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76% of interactions automated
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40% faster first responses
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2x regular volume handled
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Multilingual Omnichannel Support OperationsRead the Full StoryMacPaw, Global Technology Company
As MacPaw scaled fast, SupportYourApp built a 24/7 multilingual support team that opened three new markets over 15 years of partnership.
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15 years of partnership
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4 languages covered across channels
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3 new markets opened with native-speaker support
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B2B Cloud Infrastructure IT Network Operations OmnichannelRead the Full StoryIT Help Desk Services Provider, Cloud Infrastructure Management
SupportYourApp built a dedicated infrastructure team that lifted an IT help desk provider's ticket resolution to 96%.
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96% ticket resolution rate
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300–400 tickets resolved every month
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25% increase in CSAT scores
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B2C Compliance Crypto Fintech KYC Scalability Workflow SetupRead the Full StorySwissBorg, App for Buying and Selling Crypto
SupportYourApp built SwissBorg's fintech Customer Support, Payments, and KYC teams from scratch, now handling 100,000+ verifications a quarter.
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80%+ CSAT, with 13,000+ tickets resolved per quarter
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4,200 payments processed monthly, 38,000+ quarterly
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1,100 identity checks processed daily, 100,000+ quarterly
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B2B Cybersecurity Email HubSpot SLA Management Ticket Triage Workflow AutomationRead the Full StoryCybersecurity Company, Vulnerability Management Platform
SupportYourApp fixed the automation gaps behind a HubSpot ticket backlog, cutting active tickets by 99% and restoring SLA visibility.
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99% backlog cut, from 3,098 tickets to under 25
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100% SLA compliance, Tier 1 response under 2 hours
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45 minutes saved daily per support agent
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24/7 AI AI Agent B2B Hybrid Support Multilingual OmnichannelRead the Full StoryMailcheck, Email Verification Platform
To provide 24/7 coverage and near-instant resolution of common requests, SupportYourApp went with a small setup of one human agent and one AI solution.
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81% of routine requests resolved without human intervention.
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3 seconds AI first response time.
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51% faster resolutions across the board.
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B2C eCommerce MultilingualRead the Full StoryHow Multilingual Customer Support Outsourcing Helped Cardo Systems Hit Every KPI
We built a multilingual support team and improved workflows, helping the client cut email response times and enabling them to grow geographically.
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100% Emails replied to within 2 business days.
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82%+ CSAT score maintained through fast team growth.
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80%+ QA score across the entire support team.
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AI AI Voice Multilingual Ticket SpikesRead the Full StoryMulti-Practice Law Firm
We built a multilingual AI voice agent, to cover the after-hours requests for the client.
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1 second: average call pickup time with Voice AI.
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100% after-hours coverage, no requests go unlogged.
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3 people. Team, unchanged. The AI agent adds capacity without replacing anyone.
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B2C Intercom Not-for-Profit OmnichannelRead the Full StoryCommunity Sauna Baths, Not-for-Profit Organization
SupportYourApp performed Zendesk-to-Intercom migration, restructured support workflows and implemented a chatbot to handle common requests.
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97% faster response time (3 days → 2 hours)
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2x more chatbot conversations (higher deflection rate)
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24/7 B2C Multilingual OmnichannelRead the Full StorySweett, Hospitality Company
We built a 24/7 multilingual team, adjusting team size and coverage over the years as needed and assigning a dedicated Team Lead.
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30 min: avg. email reply time vs. 90-min SLA target
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6 months: time to exceed SLA
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6+ years of continuous partnership
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B2B Ticket SpikesRead the Full StoryMeasure Protocol Limited, Behavioral Data Platform
We scaled the team fast to handle twice the number of tickets, and the agents were able to meet the SLA requirements.
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2x tickets, no disruption
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60–70 tickets per day
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Score of 10 out of 10
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With all the agents working on the team, we were able to drastically improve all of our key performance indicators. Our average first response time was dropped under 1.5 hours, our average resolution time dropped under 12 hours, and our customer satisfaction scores were higher than ever.
Monica Perez
Monica Perez, Head of CS at Sign Easy
SupportYourApp's work has resulted in a dramatic increase in great feedback from our customers. We hear all the time from customers on Shopper Approved, telling us they've never seen a company with such a fast response time.
Josh Brown
Josh Brown, CEO Softorino
Within 3 months, over 80% of sales and support requests were able to be addressed directly by SupportYourApp. By creating the tools and processes we are now able to add additional resources when the need arises. They are truly committed to supporting the customer at all levels.
Todd Penny
Todd Penny, Founder at GoCodes
The highlight of SupportYourApp's CRM is the ability to review all the phone calls that come through, handy filter or quickly show open issues, or issues needing developer attention. At this point, it seems the most appropriate for our e-mail and phone support outsourcing.
Chris Devor
Chris Devor, CEO and founder at Macroplant
SupportYourApp was a godsend to us. The ability to have people respond to our customers no matter where they are in the world on 24/7 basis is really astonishing. I was working in other companies where the support level did not come even close.
Kevin La Rue
Kevin La Rue, Vice President at Skylum, Inc.
We wanted to improve our standard of customer support. We had one full time person working in Germany. He did a great job, but he was off at night, on weekends... We also were not able to answer the phone. The outsourcing services of SupportYourApp did improve on that.
Oliver Breidenbach
Oliver Breidenbach, CEO and founder at Boinx Software Ltd.
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