Case Study
Inside MacPaw's Outsourced Customer Support Story. 15 Years of Partnership with SupportYourApp
For companies that need support in multiple languages
Updated on September 16, 2026
Services
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Customer Support
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Technical Support
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System Setup and Integration
Tags
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Multilingual
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Omnichannel
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Support Operations
About the Company
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Location
Global
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Language
English, French, German, Chinese
Good customer support is like service in a restaurant: flawless and almost invisible. SupportYourApp’s work often went unnoticed or barely noticed at all, and now, as we migrate everything to internal or autonomous systems, I'm realizing more and more just how much their team was actually doing.
Volodymyr Radchenko
Head of MacPaw Customer Relations Service
Challenges
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Limited language coverage
Due to the lack of French, German, and Chinese speakers on the support team, growth in Europe and Asia was blocked.
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Ticket volume outpaced the team
Phone, chat, and email requests kept climbing, with no headcount to match.
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Undefined support structure
Training plans, knowledge base, and role definitions were still being formed as the team scaled.
Solution
Customer Support Outsourcing Built Around MacPaw
We became the main pillar of MacPaw's customer support department. Dedicated and shared agents covered phone, chat, and email, including Chinese support on WeChat.
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Building a 24/7 multilingual customer support team
19 English 24/7 agents, plus French, German, and Chinese speakers on rotation.
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Covered every customer channel
15 international phone lines, live chat in Intercom, and email through Zendesk.
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Opened Chinese WeChat as a new channel
Five dedicated Chinese-speaking agents brought MacPaw into the Asian market.
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Set up the full support stack
Configured Zoom, TeamViewer, Paddle, Slack, and Confluence workflows.
Results
15
Years of partnership
4
Languages covered across channels
3
New markets opened with native-speaker support
Anastasiia Svyrydenko
Senior Content Writer
Anastasiia's writing expertise spans tech, mental health, business growth, and customer excellence. When she's not crafting engaging, insightful content, you can find Anastasiia curled up with a book or walking her dog in the nearest park.
Posted on September 16, 2026
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