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

Cryos Customer Care - Who are They and What do They do?

By Cryos | 4/14/2020
Customer Care Rep Lauren shares advice

Our goal is to help support and guide you on your path to parenthood. Our team of Customer Care Representatives always do their best to make sure that the process you go through is as simple and convenient as possible. They are always happy to help you with any questions, as well as provide additional assistance and information you may need.


Have you ever wondered who the people are that answer the phone calls, chats, and emails at Cryos? We have interviewed some members of the Cryos Customer Care team to give you the inside scoop about who they are, what they do, and provide you with some great tips! Keep up-to-date with our blog for the latest interviews with our knowledgeable Customer Care team members.

Get to Know Lauren Customer Care Representative!

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

I have been working for Cryos since April 2019 and I love it! I work in the Customer Care department where I have a wide variety of responsibilities. This includes assisting with orders, educating our clients, taking payments, and participating in interesting Cryos events. I also answer phone calls, respond to our online chats, and reply to emails.

What is your favorite part about working for Cryos?

Cryos International supports the LGBT community in realizing their dream to become parents.  This is especially important to me because I am also a part of that community.  I can relate to a lot of the couples I speak to daily and knowing that I can assist them in achieving their dream is extremely rewarding. 

I also speak Spanish so I can help our clients from Spanish speaking countries around the world. (También hablo español y puedo ayudar a nuestros clientes de países latinos de todo el mundo.)

Which questions are you asked most frequently?

I get many questions about motility, shipping, the difference between IUI and ICI, and also ovulation.

  • About Motility: Motility refers to the number of active sperm cells in a straw. Our straws are 0.5 ml, so that means that the MOT must be divided by two in order to get the number of million motile sperm cells in a straw. For example, a MOT10 straw has a minimum of 5 million active sperm cells. You can read more about sperm motility here.
  • About Shipping: Regarding our shipment options, we have both two-day shipping and overnight shipping available. Two-day shipping is available for shipments on Monday, Tuesday, and Wednesday only. Overnight standard shipping and overnight priority shipping are available on all business days. It is also possible to have your order delivered on a Saturday. When placing your order, please be aware that you are selecting the shipping date. This means that you are selecting the date it will be shipped from Cryos, not the date that you will receive it at your desired location.
  • About IUI and ICI: IUI and ICI refer to whether or not the sperm has been "washed". IUI straws are washed by our laboratory and solely contain sperm cells. These straws are already ready for IUI, IVF, and ICSI treatments, but can also be used for home insemination if your donor only has IUI straws available. ICI straws contain sperm in its "natural state", meaning that it has not been washed by our laboratory. You can read more about the differences between IUI and ICI donor sperm here.
  • About Ovulation: I often get questions about ovulation, which is very important to know, especially when doing a home insemination. We recommend that you track your ovulation for a number of months before you place your order. This will help you know when to place your order so that it will arrive within the correct time frame of your ovulation. We also recommend that you use testing strips. We do not recommend that you rely solely on an ovulation app, as it is highly unlikely they can provide the most accurate information.

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

I would recommend that our clients spend more time tracking their ovulation. We often experience that clients need to change their orders by either postponing them or moving up their shipping date which may end up costing them extra money. This can be avoided if the ovulation is timed better. It would be such a shame to spend money on making your dream come true to then just miss a chance due to a missed ovulation.

Also, I would recommend that clients spend more time researching which type of specimens they will need for their specific treatment. On our website, you can find a lot of information about which straws you need for your treatment.

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

My main tip is definitely to advise clients to make more use of our blog! Our blog is a great resource for finding a lot of different information that you need during this process. It could even provide information that you didn't know you needed! Also, I recommend that you do your research before starting the process so that you know what is recommended for your specific situation.

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

We want you to know that you are not in this alone. There are a lot of people that are facing infertility issues. We are here to help guide you and provide as much support as we can during this overwhelming process. We have a great Facebook Group called Family Dreams - Cryos USA that you can join it to learn where other people are in the process.

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!