Support Ninja | Full Logo
Solutions
Customer Experience
Customer Conversion
Customer Onboarding
Customer Support
Technical Customer Support
Customer Renewals
Content Moderation
Data Processing
Finance & Accounting
Industries
Supply Chain & Logistics
Fintech
Healthcare
Ecommerce
SaaS
AI
Solutions
Customer service checkmark icon

Customer Experience

Customer Conversion

Customer Onboarding

Customer Support

Technical Customer Support

Customer Renewals

Calculator icon

Finance & Accounting

Edit pencil icon

Content Moderation

Gear icon

Data Processing

NinjaAI

Industries

SaaS

AI

Ecommerce

Healthcare

Supply Chain & Logistics

Fintech

How it Works
About
About us
Careers
Resources
Get started
LoginGet Started
Aug 29, 2023
X min read

SaaS case study - maintaining a competitive edge with quality assurance

SaaS case study - maintaining a competitive edge with quality assurance

concept image about increasing customer satisfaction

Growth can be a great problem to have

As long as you have the right team.

Get started

SaaS case study - maintaining a competitive edge with quality assurance

SaaS case study - maintaining a competitive edge with quality assurance

Case Study
August 29, 2023
X min read
Case Study
August 29, 2023
X min read

About

Challenge

SupportNinja Services

Inside Augury’s Shift to Scalable Technical Customer Support
Scaling Holiday CX: How SupportNinja Helped Origin USA Deliver Seamless Customer Support
Driving Revenue Growth Through Full-Lifecycle Customer Experience
Increasing CSAT by 23% in 30 Days with CX and CRM Solutions for Ebike Ecommerce

Results

Written by

SupportNinja

SupportNinja

Your Partner-in-Scale

More articles
Inside Augury’s Shift to Scalable Technical Customer Support
Scaling Holiday CX: How SupportNinja Helped Origin USA Deliver Seamless Customer Support
Driving Revenue Growth Through Full-Lifecycle Customer Experience
Increasing CSAT by 23% in 30 Days with CX and CRM Solutions for Ebike Ecommerce

The Full Story

Implementing a robust quality assurance program confers SaaS companies with a distinct advantage in the market, bolstering customer loyalty and trust. By prioritizing excellence, these companies ensure their offerings meet the highest standards, cementing their position as industry leaders.

The challenge

After encountering considerable hurdles in implementing effective quality processes, our client turned to external aid to explore alternative strategies for delivering exceptional service. During the first two years of our collaboration, our team of experts worked closely with the tech company to establish a resilient internal framework for quality processes. While achieving great success in many aspects, compliance issues necessitated the requirement for further assistance.

The solution

To address this tech company’s challenges related to compliance issues, improving quality process implementation, and boosting their CSAT score, SupportNinja offered to implement the Elite Quality Framework to facilitate a more structured approach.

This unique approach compiles multiple quality processes to help with the end-to-end production lifecycle of the business. SupportNinja’s Elite Quality Framework is focused on improving every aspect of our business and making better decisions through analytics and standardized methodologies, including:

  • Customized QA form build
  • KPI correlation analysis
  • Quality intervention and collaboration
  • Quality intelligence and insights

The results

After presenting the Elite Quality Framework processes to the tech company, the client was excited to begin implementation immediately.

There were three key areas of notable improvement after implementing the framework:

1. QA form improvement

SupportNinja's QA leaders conducted an analysis on QA and customer satisfaction (CSAT) results over four months. The suggested improvements to the QA form were approved and implemented, leading to a focused approach on CSAT with higher weightage on related line items.

2. QA requirements compliance

With the implementation of the Elite Quality Framework, the team of Team Managers surpassed their evaluation goals. They were able to complete three evaluations per agent per week, exceeding the target of five evaluations per agent per month.

3. Customer satisfaction (CSAT) improvement

The team initially struggled to meet their CSAT goal of 4.6, with scores falling as low as 4.18. However, after implementing the Elite Quality Framework and new QA form, their CSAT score improved to 4.49. A month later, they successfully achieved their goal with a score of 4.67, and have been consistently meeting or exceeding the CSAT goal since then.

Improved relationships and performance

Implementing the Elite Quality Framework has been a tremendous help in not only improving the client's agent performance and CSAT score, but it has also helped strengthen the relationship between SupportNinja and the tech company. Our expertise and continued support of the tech company and its customers enabled the tech company to enhance its customer satisfaction and loyalty, setting itself on a path of continuous improvement and future success.

Partner with us

Support takes pride in our unwavering commitment to helping companies achieve their business goals through strategic partnerships based on collaboration. Need help reaching your KPIs? From providing dedicated support teams to offering strategic advice, we're here to guide you every step of the way. Reach out to SupportNinja today to discover how we can forge a powerful partnership to unlock your ultimate success.

Growth can be a great problem to have

As long as you have the right team.

Get started
Support Ninja | Full Logo

Solutions

Customer ExperienceCustomer ConversionCustomer OnboardingCustomer SupportTechnical Customer SupportCustomer RenewalsContent ModerationData ProcessingFinance & AccountingNinjaAI

Industries

SaaS
AI
Ecommerce
Healthcare
Supply Chain & Logistics
Fintech

Resources

ResourcesFAQsGlossary

Company

How it WorksAboutCareersContact

Follow

LinkedInYouTubeTwitterFacebook
Get started
Log in
© 2024 SupportNinja, a registered trademark of Ninja Partners, LLC
Privacy PolicySecurity PolicyTerms of Use
Back