Company Research Report: SupportZebra

Company Overview

Name: SupportZebra

Mission: No information is available.

Founded: The company was founded in 2011 (Context inferred from "Since 2011").

Founders: Nathan Yap

Key People:

• Nathan Yap (CEO & Founder)

• Junar Amador (President and Chief Operations Officer)

• Clif Critchlow (Chief Revenue Officer)

• Ike Khanji (Chief Financial Officer)

• Khalil Rellin (Vice President of Operations)

• Niño Duran (Chief People and Culture Officer)

Headquarters:

• 10101 Southwest Freeway, STE 400, Houston, TX 77074, USA

• G/F Claro M. Recto Avenue, Barangay 26, Cagayan de Oro City, Misamis Oriental 9000, Philippines

• Plaza Corporativa, P. de los Virreyes 45, Puerta de Hierro, 45116 Zapopan, Jalisco, Mexico

Number of Employees: No information is available.

Revenue: No information is available.

Known For: SupportZebra is known for building scalable, world-class customer support teams for SaaS and E-Commerce businesses.

Products

Customer Support Services

• Description: Responsive, caring customer support team members trained to be an extension of your company.

• Key Features:

• Multichannel support (calls, texts, email, social, and in-app messaging)

• English-proficient agents

• Scalable support teams tailored for SaaS and E-commerce companies

Technical Support

• Description: Turn stressful problems into satisfied customers with qualified technical support experts available 24/7/365.

• Key Features:

• Cross-channel technical support (chat, phone, email, text, and social media)

• Backup internet connections and power supplies

• Expertise in over 100+ tools and technical systems

Back-Office Administration

• Description: Optimize operations by cutting unnecessary customer payroll costs and streamlining administrative needs.

• Key Features:

• Data entry, transfer, and database management

• Content creation and editing

• Digital product and e-commerce back-office support

Content Moderation

• Description: Protect your brand’s social reputation with constant oversight.

• Key Features:

• 24/7 online content review

• Fraud prevention and transaction monitoring

• Community management and social media chat support

Virtual Assistants

• Description: Expertly trained virtual assistants from the Philippines and LatAm.

• Key Features:

• Email and calendar management

• Travel planning and meeting coordination

• Social media management and content creation

• Bookkeeping and financial administration

Recent Developments

Recent Developments in the Company

• Partnership with Make a Wish Foundation: SupportZebra established the SupportZebra Cares Foundation, which awards scholarships every quarter to promising individuals at the Balay Canosa local orphanage in the Philippines.

• COVID-19 Response: Initiated free transportation for employees and maintained this service due to positive feedback.

New Products Launched

• No information is available.

New Features Added to Existing Products

• No information is available.

New Partnerships

• Make a Wish Foundation: Providing community support and scholarships.

Case Studies

SalesNexus

• Issue: Difficulty in finding, training, and managing skilled help desk personnel.

• Solution: Used SupportZebra’s call agents to scale the technician team.

• Result:

• Reduced support costs by 60%

• Increased services revenue by 25%

• Significantly decreased time to hire

EJ Wholesale

• Issue: Challenges with staffing and scheduling, particularly requiring night shifts.

• Solution: Utilized SupportZebra’s flexibility to work during nights.

• Result:

• Improved operational efficiency

• Allowed on-shore staff to work more efficiently during regular hours

Iscential

• Issue: Difficulty finding qualified candidates for customer support, leading to licensed team members handling simple tasks.

• Solution: Delegated administrative tasks to SupportZebra’s customer service representatives.

• Result:

• Cut staffing costs by 37%

• Increased productivity by 22%

• Freed up 15 hours/week per agent for client-facing activities

This report summarizes the key aspects of SupportZebra, its services, key personnel, recent developments, and case studies demonstrating the effectiveness of their solutions.