Frequently Asked Questions
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How does the outsourced support team fit in with the in-house development team?
Think of us as an extension of your team, here to help your customers use your technology. This also means that we don’t operate outside of your SOPs, business goals, or product trajectory. We’re simply (most likely) very far away location-wise! If potential bugs are reported or if significant customer requests pop up for a feature, we’ll communicate that over to you. Generally, we advise weekly meetings in the first 90 days of your Ninjas going live, and bi-weekly from there. During those meetings, we can discuss growth opportunities for the team, as well as any other pressing matters.
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Who will manage my team?
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.
Service Setup & Training
Quality Control
Are customer support phone calls recorded?
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.
Technology & Reporting
How often will customer support metrics be shared with our team?
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.
Technology & Reporting
Are there any additional fees?
No - so you don't have to worry about hidden additional costs, such as setup fees. Setup is absolutely free!
Pricing
How many languages do you support?
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.
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How can SupportNinja help my company keep on scaling?
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.
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What services are included in the tech support package?
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
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