C2 English + Academic Writing: Our Digital Product Support for a Psychology Organization

Challenges

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  Rare skill combination

  Every consultant needed C2-level English and a background in academic writing. Language skill alone wasn't enough, since subject expertise shaped how accurate and useful each answer would be. Few candidates have both, and the launch date left little room for a long search.

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  24/7 email and chat

  The new service was going out to a B2C audience, and the client needed consultants available 24/7 across email and live chat. Coverage had to hold from launch, next to a core team that still had its own projects to run.

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  Launch-stage, multi-platform setup

  The application was still in its launch stage, and the organization worked across multiple platforms. Consultants had to learn several tools at once while the product itself was still being tested.

Solution

SupportYourApp sourced specialist consultants from its talent pool and built them into the client's team as a 24/7 extension.

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  Fast specialist sourcing

  SupportYourApp's hiring process and talent pool made it possible to find candidates with C2 English and academic writing experience quickly. The consultants were then trained to the client's own standards.

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  Round-the-clock email and chat

  Consultants covered email and live chat 24/7, answering the B2C audience within agreed SLA response times for each channel.

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  Reworked issue escalation

  Beyond handling conversations, the team reworked how issues were escalated to the client's internal team. That change led to faster resolutions.

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  Articles and app testing

  The consultants wrote articles and tested the client's application during its launch stage. That work fed straight into the product experience and helped the rollout run more smoothly.

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  Product and process input

  From day one, the consultants worked as part of the client's internal team and shared input for improving both processes and the product. They adapted to the organization's multiple platforms and kept performance steady throughout the project.