SupportYourApp

Happeo is a SaaS platform that helps fast-growing companies manage information more effectively. It provides a single space where employees can access updates, share files and news, and collaborate on projects, objectives, and social activities.
 

THE CHALLENGE

Happeo required a first line of B2B SaaS customer support to manage incoming tickets and escalate them to the in-house team when necessary. With clients across multiple time zones, providing 24/7 coverage in-house was a challenge.
 

THE SOLUTION

Within the first few months, our consultants seamlessly integrated with Happeo’s internal team, aligning with their processes and communication workflows.

The initial steps included:

- Compliance with Happeo's strict security policies;

- Streamlining communications with in-house team members regarding tickets escalations;

- Use of Happeo's support tools.    

THE RESULTS

Over time, we have reduced resolution times and maintained perfect satisfaction scores for several consecutive months. On average, each support ticket is now responded to in under 30 minutes — a significant achievement for a product with such a large, diverse user base.

With a 24/7 embedded support team, Happeo’s clients receive faster responses and seamless issue resolution, regardless of their time zone.

NotaryPublic24 is a digital platform that provides remote online notarization, Apostille, and legal services,enabling customers to have documents notarized or certified within minutes without the need to visit a physical notary office.

THE CHALLENGE

We partnered with NotaryPublic24 in August 2024. While their marketing campaigns were successfully driving customer demand, the company did not have sufficient internal resources to handle the growing volume of support inquiries. As a result, they aimed to:

- Speed up ticket resolution;
- Build a scalable support setup
 

THE SOLUTION

As part of the advanced integration plan, we configured Intercom to unite chat, email, WhatsApp, and calls into a single workspace, allowing the support team to manage all customer requests from one place with full conversation visibility.

SupportYourApp built a scalable omnichannel team by starting with one consultant, formalizing training into a structured onboarding process, and later expanding to three consultants. The team now handles complex tasks such as order processing and works closely with the client’s Head of Operations to continuously improve performance and workflows.

THE RESULTS

We implemented a comprehensive support framework that enabled NotaryPublic24 to operate efficiently. Here are the results:

- 64% faster average resolution time;

- Support team scaled from 1 to 3 trained consultants;

- Monthly resolved requests increased from 1,800 to 4,500;

- Omnichannel Intercom setup covering chat, email, WhatsApp, and phone;

- Fully documented training plans and workflows.
 

What started as a single-agent operation has grown into a structured team of three trained consultants, enabling the founder to focus on strategic tasks while significantly improving support efficiency.

Cocoatech is an independent software company developing productivity-focused tools for macOS users. Its flagship application, Path Finder, has been a reliable Finder alternative for more than 20 years, trusted by a community of over 100,000 users.

Following the launch of a major partnership, Cocoatech experienced a sharp increase in customer support requests. With a small, two-person support team, maintaining fast response times and avoiding burnout became increasingly difficult. To sustain high-quality support, the company sought a scalable solution capable of automating ticket handling and streamlining internal workflows.

THE SOLUTION

In collaboration with CoSupport, SupportYourApp trained and deployed an AI model to support customer service operations. The team designed a system that now manages a substantial portion of customer inquiries, integrates seamlessly with existing tools, and delivers timely, reliable assistance.

THE RESULTS

We integrated the AI agent in the beginning of November 2024 and already in December we saw the first impact on the support workflow and the client’s KPIs. Here’s what changed:

- Resolution rate: Increased from 0 to 474 handled chats within one month, representing 76% of all conversations; by January, this grew to 490 chats, accounting for 81% of total volume;

- Resolution time: Reduced from an average of 8 hours 54 minutes in November to 8 minutes 33 seconds in December, and further improved to just 5 minutes 12 seconds by January.

Taken together, these improvements in resolution rate and response time illustrate how the CoSupport AI agent reshaped Cocoatech’s support into a faster and more efficient system.

PayBump is an AI-powered career marketplace where professionals, mentors, and companies connect to accelerate workforce mobility. Users access intelligent resume tools, interview prep, and negotiation support, while industry experts monetize their knowledge through on-demand mentoring. 

THE CHALLENGE

Our collaboration began on a small scale two years ago when PayBump decided they needed someone to handle their support emails and chats. 

Having joined PayBump’s team, our support agent noticed that many team members doubled-up on roles and the President and Co-Founder of PayBump was handling support inquiries. They faced several challenges:

- Handle support email and chats

- Build internal processes from the ground up

- Redistribute support tasks for better workload balance
 

THE SOLUTION

The support agent primarily handled emails in Zendesk and chats in Discord, while also supporting the ClickUp setup to streamline internal processes and improve project prioritization. When PayBump introduced new services, resume and Linkedin reviews, a Career Coach joined the team. As his workload grew, it was decided that he would focus on these services while an additional team member supported tickets and the Discord community.

THE RESULTS

SupportYourApp has built a great level of trust with the client, and achieved the following results:

- 40% faster response times;

- 50% quicker resolution;

- PayBump’s team can focus more on product growth and customer experience.

In the meantime, our current support team continues to drive PayBump’s support efficiency improvements. They’re refining processes, putting all systems in place, and preparing an onboarding training program for upcoming team members.

Kurzgesagt is a Germany-based animation studio that produces popular science videos explaining the world in a fun way. In addition to their videos, the team runs an online store featuring science‑themed merchandise.
 

THE CHALLENGE

As their customer base grew, Kurzgesagt began experiencing CX challenges that highlighted the need for more scalable and efficient support that could adapt to the company’s growth.
 

THE SOLUTION

We onboarded and trained the new hires in Kurzgesagt’s products and processes, so they could deliver accurate, brand‑aligned support. Additionally, we implemented Gorgias, a customer support platform, to streamline and automate key processes. We also restructured the setup to make it easy to scale as the client grows. With years of experience providing customer support for ecommerce stores, we understood that scalability was essential for long‑term success.
 

THE RESULTS

- Metrics boost: FRT — down to 12 minutes during business hours, 19 minutes overall (including night shifts), CSAT improvement — up to 4.95 out of 5

- Enhanced brand reputation: Trustpilot reviews improved significantly

- High‑volume support efficiency: the team shows exceptional performance during holiday spikes
 

By forming a strategic partnership, the SupportYourApp team became a natural extension of Kurzgesagt’s internal operations. The collaboration created strong alignment between support, technical, and marketing teams, setting the stage for long‑term, scalable success.

As a European airport shuttle service, Flibco, expanded and their customer base grew, they needed to enhance support coverage and manage irregular inquiry volumes effectively.
 

THE CHALLENGE: Achieving 24/7 Flexibility and Scalability
Flibco partnered with SupportYourApp at a crucial stage of their expansion. With an increasing number of travelers using their shuttle services, they faced several challenges:

– Inconsistent coverage across time zones

– Workload fluctuations 

– Cost optimization
 

THE SOLUTION

To support Flibco’s growing customer service needs, we:

– Started with a hybrid team of dedicated and shared agents to provide 24/7 transportation support without raising costs.

– Monitored volume trends, identifying a spike in inquiries ahead of the holiday season.

– Recommended and implemented a smooth transition to a fully dedicated team within two months.

– Provided bilingual support in English and French to meet the needs of a diverse customer base.

– Maintained cost-efficiency through a flexible team structure that adapted to real-time demand.
 

THE RESULTS

– 24/7 coverage: no missed inquiries

– Improved customer experience: faster responses, consistent service, and higher satisfaction

– Scalability: easy adjustments to peak seasons and quieter periods
 

With SupportYourApp’s expertise, our client successfully transitioned to a scalable, cost-effective 24/7 bilingual support system, reinforcing their commitment to exceptional customer care and paving the way for future growth.

Cocoatech, a California-based app development company focused on optimizing productivity, needed to fill two part-time and short-term positions. With no dedicated HR or recruitment team, they didn’t have the internal resources to manage the hiring process. So, that’s when they turned to SupportYourApp for expert recruitment process outsourcing.
 

THE CHALLENGE

Find talent for two part-time, short-term roles with no HR team.
 

THE RESULTS

– 2 hires, job-ready from day one

– First candidate approved instantly

– Onboarding, training, setup handled by SupportYourApp

– All within reasonable budget

SupportYourApp delivered a stress-free, seamless recruitment outsourcing experience for Cocoatech, filling two part-time, short-term roles with little effort from the client. From sourcing candidates to training and onboarding, every step was taken care of. The result: two job-ready hires, smooth process, and a satisfied client — all within budget.

Through a strategic partnership, we helped The Company increase ticket resolution by 49%, reduce response times by 54%, and successfully manage the complexities of scaling their customer service.

Our team has developed an extensive training program from scratch, equipping new agents with the knowledge they need to effectively resolve issues. We created a centralized knowledge base that allows agents to quickly access and share important information. We also developed a customized game wiki for the team.

This cooperation allowed The Company to focus on its core business of game development, while we delivered support for the app users. With efficient processes, teamwork, and the right technology stack, our team provided a cost-effective solution that met the growing demands of a dynamic and expanding market.

Our commitment to long-term success and proactive approach have driven us to provide prompt support and innovative solutions tailored to the client's needs. Our support team was deeply integrated into the project, handling customer inquiries quickly and effectively. This approach has created strong partnerships based on reliability and excellence.

A global company specializing in intelligent workflow automation, came to us with a unique ask. They needed a reliable and independent specialist for a highly tailored role — a back-office support specialist to help with partner support tasks like onboarding, engagement, ongoing updates, and more.

THE CHALLENGE

Find a consultant for a tailored back-office support role.
 

THE SOLUTION

Once we connected with the client’s Partner Program & Development Director and gained a detailed understanding of their needs, we quickly figured out who their perfect match would be. We delivered a back-office consultant who did not only fit the role, but added value from the start.

From day one, Damla, a SupportYourApp consultant, worked independently, requiring little supervision. Our involvement has been light-touch — just occasional check-ins with both our consultant and the client to ensure everything stays on track. Whether it was sending welcome emails, managing Salesforce updates, coordinating webinars, or tracking incentives, Damla delivered excellent performance. 
 

THE RESULTS

— A self-sufficient, impactful support consultant hired instantly

— Consultant operated with full autonomy

— Direct impact on client’s Q1 success

—Consultant’s contract extended for another quarter

Damla has consistently delivered without the need for hand-holding, quickly becoming a trusted team member and contributing to high-level initiatives behind the scenes. Extending her contract was an easy decision — she’s now an integral part of the client’s partner operations ecosystem.