The Support Heroes

"Patrons Perspectives" is an interview series in which we learn more about the companies who generously support Craft+Work events.

This edition of Patrons Perspectives features our Global Craft+Work Patron, The Support Heroes. Our Global Patrons are essential to every event we're hosting in 2024, and we truly couldn't do it without their support. A big thank you to them!

Please introduce yourself and your role within the company?

My name is Laura Moreno, and I'm the CEO of The Support Heroes.

Where are you and the company based?

We are based in Spain and have teams in Colombia and the Philippines.

Tell us more about The Support Heroes?

We help Shopify App developers grow by providing timely and outstanding customer support services. We offer 24/7 Tier 1 and 24/5 Tier 2 support with a tiered pricing structure based on the work done.

We cover everything from team management to training and quality assurance. We aim to be the preferred and most reliable customer support solution for Shopify App Developers.

What are its main benefits?

24/7 coverage for your Shopify app
A smooth onboarding process
We have a team of highly skilled and experienced agents providing support
We offer a tiered pricing structure with no long-term commitments

How does it integrate with other platforms or systems, especially Shopify?

I'd say we are existentially connected to Shopify, meaning our company exists to serve and enhance the Shopify ecosystem. Our services are designed exclusively for Shopify app developers. We don't provide support to other SaaS or e-commerce platforms.

In terms of operations, we adapt to the help desk each developer uses to interact with their merchants and may request access to any internal tools or partner dashboard if necessary, ensuring our agents can fully support the scope of their needs.

Although we haven't documented formal case studies yet, our clients have shared many heartfelt testimonials expressing their gratitude for our services. Their messages brighten our days and give us the strength and confidence to keep doing our best.

Overall, we've observed significant growth in app installs, retention, and positive reviews, and while we can't take all the credit, we believe our support has been a key contributor.

We are currently working with FORSBERG+two, Digismoothie, AppHQ, Freshly, and many more amazing app developers.

What's on the roadmap that people should get excited about?

We would love to explore how AI can help us improve the customer support experience and make our work more efficient. We're looking for a balanced approach combining AI capabilities with human expertise.

What strategies have proven most effective in driving growth and success for your business?

Specialize — We focus on doing one thing well and work to be the best at it.
Staying true to your business model — We sometimes encounter potential clients whose needs don't align with our offerings, and it is okay to say no when necessary. We can't always accommodate specific requests without compromising our sustainability. For example, we built our processes around providing 24/7 support. Some app developers prefer different support hours and choose not to proceed with us, and that's perfectly fine. There will be other app developers who'd find value in 24/7 support.
Taking care of your people — We are constantly trying to find innovative ways to offer benefits to our heroes and make this a better, unique, and happy place to work. We want everyone to enjoy what they do.

What have been the most significant challenges in developing and growing your business?

Probably defining our pricing structure. Developing a pricing model that accommodates different client needs and volumes, ensuring fairness and profitability while at the same time accounting for the varying costs of maintaining 24/7 shared teams and other operational costs.

What's your approach to marketing your product?

We take a conservative marketing approach. Our primary strategy is personalized email marketing, and our main focus is building brand awareness and being recognized for our quality work. We believe the best marketing comes from our clients' satisfaction and word-of-mouth recommendations.

If someone would like to learn more or have a demo, what should they do?

If you're interested in learning more about The Support Heroes, feel free to book a call with our Marketing and Sales Manager, Alvaro Bahamon.

We look forward to chatting with you!