ClientBlogCustomer Care at Cryos: Get to Know Katelynn
Infertility, Fertility treatment, Cryos news

Customer Care at Cryos: Get to Know Katelynn

By Cryos | 3/19/2020
Cryos Customer Care Team Member Katelynn

The team in the Customer Care Department at Cryos wants to support and guide you on your path to parenthood. They always do their best to ensure that the process is as simple and convenient as possible for our clients. They are happy to help with any questions or additional information you may need.


Ever wonder who the people are that answer the phone calls, chats, and emails at Customer Care? We have interviewed each member of the Cryos Customer Care team to give you the inside scoop about who they are and what they do. They also offer some really great tips for you!


Keep up-to-date with our blog for the latest interviews with our knowledgeable Customer Care team. Read below to get to know our Customer Care Representative, Katelynn.

Meet our Customer Care Representative, Katelynn!

Katelynn, how long have you been working at Cryos and what is your role?

I have been working at Cryos since 2019 and I am a Customer Care Coordinator. My job responsibilities include educating clients and helping them with the purchasing process for donor sperm or donor eggs. I create orders, send relevant information to clients and clinics, and also assisting clients over the phone or through our online chat.

What is your favorite part about working for Cryos?

My favorite part about working with Cryos is that we work with everyone. We make sure to help anyone, without any judgment of their situation or circumstances.

What questions are you asked most frequently?

The questions I am most frequently asked have to do with the process of ordering donor sperm or eggs. I also receive many questions about motility, the differences in our available straws, and any applicable costs which may include having treatment at a clinic. Many clients also ask for recommendations, ovulation questions, as well as the age range of our donors.

  • About Ordering Donor Sperm or Eggs: The process of ordering donor sperm or donor eggs depends highly on your own specific situation. Your initial step is to use our online donor search in order to find the donor that you are most interested in using. You also need to decide on whether you would like to do home insemination or to have treatment at a clinic. You can find our recommendations for the different treatment methods for infertility here. If you decide to have treatment at a clinic we recommend that you contact them directly for more information related to your specific situation.
  • About MOT: MOT, short for motility, refers to the number of active sperm cells in a straw. The level of motility of the sperm you may need will differ depending on your type of treatment. You can read more about the sperm motility here.
  • About Straw Pricing: The prices of our straws differ based on a number of different factors. These factors may include motility, IUI or ICI, Non-ID Release or ID Release, and if the profiles of the donors are basic or extended. ICI straws contain sperm in its "natural state", while IUI straws have been washed and treated to only contain pure sperm. You can read more about the differences between IUI and ICU sperm here. Our straws are priced between $300 to $1000 per straw and typically have a shipping cost between $220 to $335. You also have the option to pick up your order in Orlando, instead of having it shipped directly to your home. I am often asked what the price of treatment at a clinic is. Cryos works with many clinics and each one charges differently, so it is really hard to answer this question. It is my recommendation that you contact your clinic for pricing directly since it really varies from clinic to clinic.
  • About Ovulation: Ovulation is one of the most important aspects to take into consideration when doing home insemination. We recommend that you track your ovulation for a longer period of time so that you know exactly when to do your insemination. This will help you know when to place your order so it arrives at just the right time! This will prevent you from having to cancel and replace your order. For more information about ovulation, and how to track it, click here.
  • About the Age of Cryos Donors: I am often asked about the ages of our donors. For our egg donors, we are able to provide their age at the time of donation. For our ID Release sperm donors, we are able to provide you with their birth year. We cannot provide the age or birth year of a Non-ID Release donor. Our sperm donors are between the ages of 18 to 44, and our egg donors are between the ages of 18 and 30.

What is one thing that you wish clients would know or do better?

I wish that our clients would make better use of the resources we provide them, such as our blog. Our blog is a fantastic tool to use to learn about the process of ordering donor sperm or donor eggs, as well as other important aspects of this process.

Do you have any tips for clients starting the process or planning to order?

My main recommendation is that you do your research about starting your journey and get as much information as possible. You can search for information on both our website and blog, and you can join our Facebook group, "Family Dreams - Cryos USA", where you will be able to connect with many like-minded people on their path to parenthood.

If you choose to have treatment at a clinic, I strongly recommend that you talk to them in-depth about your treatment. This will help you know exactly what you need when you place an order.

Is there anything else you would like for our clients to know?

As I've mentioned previously, I am very fond of our blog. It's a great resource for finding more information. If you have any questions the Customer Care team is here from 8 a.m. to 9 p.m. and are more than happy to help.

Cryos is Here For You

If you have any questions or would like additional information, our knowledgeable Customer Care Team is available via email at [email protected] or by phone at (407) 203-1175. You can also contact us via our live online chat system, which can be found on our website.

Stay tuned to get to know the rest of the Cryos Customer Care Team! It's our pleasure to help make your family dreams come true!