ModSquad

How has it been collaborating with the Mods?Working with the Mods is really great; they’ve been wonderful. With their experience, they can offer insights into how other companies handle moderation. We’ve had a lot of good conversations with our legal team to make sure we’re prepared when certain things come up, so that we know what we’re supposed to do.It’s nice to have professionals who view this stuff all the time and who we trust to make informed decisions on what should be removed. There is also a 24/7 availability of Mods that can scale up during times of crisis, as we saw with some of the political environment recently.What has been the end result?We have freed up time for the operations and product teams to focus on their core roles while increasing moderation of the sites. Before hiring ModSquad, we were falling behind because of how our moderation tool works. This also meant that serious comments that needed immediate deleting could remain on the site for too long. Now, our sites are always caught up, which is just amazing.Honestly, the big win for us has been getting a dedicated team of people who have time to do this, getting us caught up, and having more proactive moderation where we need it. READ MORE: https://blog.modsquad.com/blog/client-spotlight-andrews-mcmeel-universal/

How did you and your team decide that outsourcing customer support would be helpful? It was just after I was brought in to launch our application support team. Previously, our account management team handled everything. We grew to a point where that team could no longer handle the dual function. We decided to outsource because we wanted to have flexibility in staffing. We wanted to rely on a trusted partner that could scale up staffing quickly if we needed it. And we wanted an established organization with a good reputation to help us build a strong support team. That was definitely ModSquad. Tell us about the work ModSquad is doing for Kalderos. Right now, the Mods provide phone, email, and chat support for our clients. The ModSquad team is currently supporting two different applications. They onboard new users and have been doing a great job coaching our customers through that process. They answer questions folks have about using the application. And they direct our customers to different resources available to them through Kalderos.We’ve also seen high overall CSAT scores, above 80% consistently. The average handle time overall for tickets, from open to close, is 20 minutes. That’s amazing. Before we engaged with ModSquad, when account managers still handled tickets, our turnaround time was closer to two to three days. The fact that they’ve been able to get it down to 20 minutes is just mind-blowing. It also means that our users are able to get back to working with Kalderos’ tools sooner and, based on post-support surveys, with highly rated customer satisfaction. I’m more than thrilled to be working with ModSquad. READ MORE: https://modsquad.com/media/ModSquad-Client-Spotlight-Kalderos.pdf

With the right customer support provider and the right model, Geneverse can relax knowing its clients are well supported. This allows Geneverse to focus on what they do best – innovation.It’s amazing to see high-growth startups like Geneverse thrive and we love being part of that growth.“From their startup days to their incredible growth, we enjoy working side by side with the Geneverse team,” says Andrew Coon, Sales Manager, ModSquad.“ModSquad is the partner we want to work with and go into battle with. We’re confident that they’ll have our back," explains Dean. "It’s been a pleasure and we look forward to keeping this going!”READ MORE: https://modsquad.com/resources/geneverse-case-study

Has ModSquad helped you save money?Yes. Another thing that’s been fantastic. We set a 24-hour ticket-response SLA, which ModSquad is absolutely smashing at this point. They answer sometimes in as quickly as two to four hours. ModSquad helped right-size the hours needed, which has saved us quite a bit of money.In terms of saving us costs, the flexibility of being able to scale up or scale down means that we don’t necessarily have to have in-house staff. I still like having in-house staff, but working with ModSquad allows me to have a leaner, more agile team.What would you tell other companies considering working with ModSquad?I would say absolutely, 100%, go for it! ModSquad’s sheer flexibility and responsiveness is really, really helpful. But if I was to single out something that’s unique and actually better than other outsourcers that I’ve worked with, it’s the relationship I’ve built with the Project Managers. They’ve been phenomenal in their efforts, an absolute beacon of hope, and I cannot emphasize enough how valuable their work and their reliability is to me. I would not have anyone else do it for me. I think they’re just second to none. READ MORE: https://blog.modsquad.com/blog/client-spotlight-wooga/