Name of Organization/Company: SupportYourApp, Kyiv, Ukraine
Category: Achievement in Workplace Design - for More Than 100 Employees - Single Location
SupportYourApp is a Support as a Service company with a focus on the tech industry. Founded in 2010 by Daria Leshchenko and Peter Bondarevsky, today SupportYourApp is a Top-5 customer support provider in the world (according to Clutch.co) with 3 offices, more than 800 people on the team and 150 clients from 28 countries, including Calm, Mastercard, Lime, Railsbank, Glovo. SupportYourApp provides customer and technical support as well as call center and back office services 24/7 in 34 languages.
Daria Leshchenko became CEO when she was 24 y.o. In 2021 she received a Silver Stevie Awards as a Woman of the Year in Customer Service and Sales and was featured in 30under30 by KyivPost.
In April 2019 SupportYourApp opened its second office. Since modern art is a part of corporate DNA, the leadership decided to introduce it to the team and create an inspiring workplace.
The 10763 sq.ft. office for 350 people was turned into an art gallery: its walls were covered with 10 murals painted by local modern artists.
It received positive feedback from the team and a request to implement it in the next office.
Office design is the most commonly mentioned advantage on the jobs’ site where SupportYourApp receives the highest evaluation of the work environment.
The art design got media exposure improving employer brand and increasing brand awareness among potential candidates.
Art in the office both boosted the team’s morale and impacted business indicators.
Since art is proven to improve people’s emotional well-being, the turnover rate decreased 16%.
The rate of offer acceptance by the candidates interviewed in the art-office increased by 50%. During the feedback talks people mentioned they wanted to work at the office like ours.
The number of organic job applications increased 1.5 times. After the word got out, the image of the company improved and led to increase in the number of organic job applications.
In addition to art pieces, we took care of furniture and equipment for the team. The office desks are made by a custom design. They’re easy to move and create collaborative islands as well as connect with other desks and are ergonomically perfect.
Customer support (CS) industry has one of the highest turnover rates: a typical rate is 15% but for CS it can reach 30-45%. Annual turnover cost for contact centers of our size could reach $2 million. That’s why decreasing this metric is crucial for business. It was achieved by a wholesome employee experience strategy that includes creating a comfortable environment.
Communication with customers requires a lot of emotional resources that need to be refilled. Creating a nourishing space where consultants can emotionally recharge is an investment into the team’s well-being and decreasing a turnover rate. With the introduction of art at the office, we noticed a drop in it by 16%.
Unfortunately, employees’ well-being is a rarely discussed topic in the CS industry, despite being a real issue. We decided to pioneer the preventive approach to treating burnouts. Designing an innovative workplace is our first step in that direction.
Having a constant need of candidates with excellent language and communication skills makes the recruitment process continuous and non-stopping. A big increase of organic applications and offer acceptance rate makes it easier for the recruiters to access qualified candidates, enabling business to scale faster.
In B2B business the reputation and relationships with potential clients are crucial. A unique office design helped us stand out among our competitors and give a memorable impression of our business. Such design communicates our values and personalized approach: we take care of our team as well as customers of our clients.
Webpage link 1 gives access to the reviews at Glassdoor where many people mention our beautiful office.
The photos of the office are available via the Link 4.
Link 7 to the Behance site provides an opportunity to take a look at work in progress of designing the workplace. It features the renders, before-shots and photos of the completed office.
The office was featured in media outlets, including Office Snapshots, Forbes Ukraine and The Village (Links 5, 6 and 8). Translated pages of the articles are attached (Supporting documents 2 and 3)
The first supporting document is a video feedback of one of our team members. Anna, like most of our team, really appreciates the atmosphere of the office that is reflected in its design.
Supporting document 4-6 are the before-after shots of the office demonstrating the drastic impact of art on the space.
Supporting document 7 shows the detailed design of the desks created specifically for our offices. The desks aren't only ergonomically advanced, but also allow to easily assemble and relocate the teams from different projects into one collaborative environment.
Supporting document 8 is a translated screenshot of SupportYourApp's account on DOU — a Ukrainian site where employees review different companies. SupportYourApp has the highest evaluation in the category "Working conditions".
Webpage Link 1: https://www.glassdoor.com/Reviews/SupportYourApp-Reviews-E2140123.htm
Webpage Link 2: https://supportyourapp.com/
Webpage Link 3: https://www.instagram.com/supportyourapp/
Web Page Link 4: https://drive.google.com/drive/folders/1LlnDg9DwxILcPoEZ9cgG3YNbYAgyHp3-?usp=sharing
Web Page Link 5: https://forbes.ua/ru/lifestyle/galereya-vmesto-galery-zachem-biznesu-kollektsii-iskusstva-v-ofisakh-04032021-1113
Web Page Link 6: https://www.the-village.com.ua/village/service-shopping/interior/286267-office-support-your-app-interesni-kazki-waone-roman-minin-oleksiy-kondakov
Web Page Link 7: https://www.behance.net/gallery/88735477/SupportYourApp-office
Web Page Link 8: https://officesnapshots.com/2021/04/28/supportyourapp-offices-kiev/
Video Feedback: https://vo-general.s3.amazonaws.com/a1ab4161-9c30-4e28-88fc-d6ad384e3fe2/cd6ac1ec-1f98-49af-91bc-cc4f825cb444?AWSAccessKeyId=AKIAJ4PRWO26HAX3IOCA&Expires=1720309208&response-content-disposition=inline%3B%20filename%3D%22Anna_Feedback%20about%20SupportYourApp.mp4%22&response-content-type=video%2Fmp4&Signature=BDhPCUmvNRatKteEJLgxlPlFbe0%3D
Gallery instead of galley. Why does business need art collections in the office: https://vo-general.s3.amazonaws.com/a1ab4161-9c30-4e28-88fc-d6ad384e3fe2/559ef19a-0158-4317-876a-0bd9f580a23e?AWSAccessKeyId=AKIAJ4PRWO26HAX3IOCA&Expires=1720309208&response-content-disposition=inline%3B%20filename%3D%22A%20gallery%20instead%20of%20a%20galley.%20Why%20do%20businesses%20need%20art%20collections%20_%20Forbes.ua.pdf%22&response-content-type=application%2Fpdf&Signature=IL6x3K8JD%2Fi5Rxg%2FUA%2BI1LOw7Y8%3D
The Village: Murals in the office: contemporary Ukrainian artists in the workspace Support Your App: https://vo-general.s3.amazonaws.com/a1ab4161-9c30-4e28-88fc-d6ad384e3fe2/e3a0a6eb-6ef7-465f-9e7a-485ca5a5ae98?AWSAccessKeyId=AKIAJ4PRWO26HAX3IOCA&Expires=1720309208&response-content-disposition=inline%3B%20filename%3D%22Murals%20in%20the%20office_%20contemporary%20Ukrainian%20artists%20in%20the%20workspace%20Support%20Your%20App%20-%20The%20Village%20Ukraine.pdf%22&response-content-type=application%2Fpdf&Signature=kJKfDKCL%2BLkVI3UyumfF0NYbz%2FI%3D
Before & After Images:
Desk Design: https://vo-general.s3.amazonaws.com/a1ab4161-9c30-4e28-88fc-d6ad384e3fe2/35a29ea9-c2a6-45aa-b720-5292c85305ab?AWSAccessKeyId=AKIAJ4PRWO26HAX3IOCA&Expires=1720309208&response-content-disposition=inline%3B%20filename%3D%22Desk%20design%20of%20SupportYourApp.jpeg%22&response-content-type=image%2Fjpeg&Signature=rBXlxUaGNsGjaF2REVk38GA04FE%3D
SupportYourApp on DOU: https://vo-general.s3.amazonaws.com/a1ab4161-9c30-4e28-88fc-d6ad384e3fe2/d2d13584-523a-401a-bfeb-9a722c50aa74?AWSAccessKeyId=AKIAJ4PRWO26HAX3IOCA&Expires=1720309208&response-content-disposition=inline%3B%20filename%3D%22SupportYourApp%20on%20DOU.png%22&response-content-type=image%2Fpng&Signature=ePKa%2Fd6G4k6sg37bm%2BSAimhSyy0%3D