Case Studies / Resolved in 24 Hours: Boosting SaaS Customer Support for Clozemaster

Case Study

Resolved in 24 Hours: Boosting SaaS Customer Support for Clozemaster

By Bogdan Pecanac, Service Delivery Manager

For SaaS companies that need to clear a ticket backlog

Updated on September 30, 2026

Resolved in 24 Hours: Boosting SaaS Customer Support for Clozemaster

Services

Customer Support
Email Support
Support Workflows

About the Company

Clozemaster is a language learning platform that helps advanced beginners reach fluency through gamified fill-in-the-blank exercises. Learners practice with thousands of real sentences and train their speaking, listening, and recall along the way. Clozemaster relied on freelance agents for customer support. The problem was continuity. Each time an agent left, tickets piled up and users waited longer for answers. The team needed consistent coverage and a partner that could grow with them. They turned to SupportYourApp for SaaS customer support that would keep learners on track.

Challenges

Freelance agent turnover

Clozemaster's support ran on freelance agents. When one left, their knowledge and open cases left with them, and support quality dropped with every change.
Growing ticket backlog

Unresolved tickets kept stacking up faster than they were cleared. Response times stretched, and users with open issues grew frustrated waiting for a reply.
Cases closed without updates

Resolved cases often closed without an update or confirmation. Customers were left guessing whether anyone had handled their issue at all.

Solution

SupportYourApp studied Clozemaster's support data and existing processes, then built an email setup around one shared agent.

Shared email support agent

A shared SupportYourApp agent took over all email requests, from refunds and technical issues to questions about the platform's gamified features. One steady point of contact replaced the rotating freelancers.
Backlog-clearing support workflow

SupportYourApp reworked the support workflow to shrink the ticket backlog first, then clear it completely. The same workflow was built to stop tickets from piling up again.
Regular customer touchpoints

SupportYourApp set up regular communication touchpoints between Clozemaster and the agent. Customers hear back at every step, so cases no longer close in silence.

Support That Stays When Agents Don't

Replace rotating freelancers with a SupportYourApp agent who knows your product and keeps every customer in the loop.

Get Custom Pricing

Results

The new workflow brought Clozemaster's email support back on track, with faster responses and KPI targets met.

Shared agent handling all Clozemaster email requests

1.5years

As Clozemaster's email support partner

Clozemaster is moving to a dedicated model, with the agent focused entirely on L1 support to refine processes and spot new patterns in user requests.

Bogdan Pecanac

Service Delivery Manager

With seven years of experience in customer support and one year focused on client management, Bogdan is a solution-oriented leader who prioritizes team morale and performance. He relies on analytical insights and strong relationship-building to drive results. Outside of work, Bogdan trades team management for world-building as a Game Master for tabletop titles like D&D, providing his friends with a creative escape from the mundane. When he’s not crafting adventures, he can be found cycling, reading, or taking day trips into nature to enjoy a good book in the fresh air.

Posted on September 30, 2026