Frequently Asked Questions
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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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How often do you share customer support metrics?
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.
Technology & Reporting
What days and times are your services available?
All of our services can go as far as 24/7/365 availability, in 10+ languages no less, to help meet production, availability, and timeline business requirements. We believe in helping your company in a way that truly caters to your customer’s needs, and to your yearly growth plans. Regardless of the time zone, our deft Ninjas will be right there to assist! And don’t worry, our voluntary attrition rate is a mere 4.6%, with regular agent tenure being around 2 years. We care for our people, and they care about your business.
Customer Inquiries
Are professional services available 24/7?
All services can be 24/7 to help meet production and timeliness business requirements, including professional services.
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Can I pick and choose elements from each type of hands on vs. hands off solution offered?
The short answer is no, as, you will ultimately need to choose whether you would like for SupportNinja to manage the service, or whether you would like to manage and oversee the service (but rely on us for all sourcing, hiring, onboarding and logistics). There are two distinct solution styles we offer, both sets have unique service benefits entirely crafted to either end of the management scale our clients prefer and how much oversight you would like us to have. We are happy to walk you through the benefits and nuances of both solution types and advise you on the optimal approach depending on your specific business needs and current operating model.
Service Setup & Training
What days and times do you offer service?
SupportNinja offers service 24/7 service, 365 days per year regardless of the desired time zone.
Customer Inquiries
What’s your full range of customer success services?
Our customer success solutions can be applied to a very wide range of scenarios. All of them are available 24/7 if needed, and in 10+ languages! They are best discussed with one of our friendly and helpful Business Development Executives (it takes just 2 minutes to start building your team). However, as an idea, here are a few areas we can help with:
- General customer service
- Inbound sales/order entry
- Billing support
- Travel assistance
- Healthcare and Insurance
- And more!
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Do you have unanswered questions?
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