Frequently Asked Questions

We offer a customized management solution based on your needs. We can fully manage your team so that you can sit back and focus on other areas of your business that need your attention. If you prefer a more hands on approach, you can choose a solution in which your team members are fully under your direction, and you have complete management control on a daily basis, just as if they were in your local offices. Based on the complexity of your requirements and team size, we will also help you source local team leaders to manage and motivate your team.

It depends on the VOIP system or provider your company uses. However, we do recommend using a system that allows for auto-recording. By recording calls, you enable the option of having a dedicated QA team as well, who will work hand-in-hand with the support delivery team on constantly improving quality. Recording calls also makes it a breeze to reference past tickets if the need arises.If you don’t have a VOIP system in place, we are happy to make recommendations based on your needs.

SupportNinja will meet with your company daily, weekly, and/or monthly to discuss trends, coaching results, and key reports. We recommend starting with weekly meetings for the first 90 days, then moving to a bi-weekly meeting after 90 days. Frequency is determined by your company's specific needs so we are happy to customize a cadence that works for you.

No - so you don't have to worry about hidden additional costs, such as setup fees. Setup is absolutely free!

We offer more than 10 languages around the world, to help support all of our professional services. However, we can also secure talent with native support in additional languages should your scope of service be more expansive.

All of our customer success services are designed around promoting sustainable business growth. Because we’ll handle recruitment and providing support, crucial company resources are going to be freed up for you. You can then leverage that new capacity by repurposing key elements to product or service development. And while you work on getting new competitive advantages, your Ninjas will foster memorable customer experiences. Everything goes hand in hand.

That wholly depends on the needs of your business. For example, we can set up an outsourced team for:

• Tier 1, 2, & 3 Technical Customer Support
• Advanced Product Troubleshooting
• Remote Product Assistance

We will meet with your company daily, weekly, or monthly, to discuss trends and coaching opportunities for your Ninjas. We recommend starting with weekly meetings for the first 90 days, then moving to a bi-weekly meeting after 90 days. Frequency is determined by your company's specific needs. Another important metric you gain this way is insight into your customer’s wants. We will share their feedback with you, so you can further product/service development in a CX-centric way.