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/