Frequently Asked Questions

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Is outsourcing really more cost-effective?

We have proven cost efficiency savings for hundreds of clients, across niches such as eCommerce, Banking/Fintech, SaaS, Healthcare, and more. Building and sustaining long-term in-house CX teams often involve two to three times the investment you'd spend outsourcing to us. Outsourcing can also eliminates time-consuming work like hiring, onboarding, training, QA, and innovative reporting capabilities while eliminating overhead for you.

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What CRM do you use for tracking customer interactions?

If you already have a CRM system or tool in place, like Zendesk, SupportNinja can help build custom reporting dashboards around KPIs. The way we track customer interactions guarantees complete transparency and data accuracy. We promise seamless integration with 100+ support software! It is very likely we’re familiar and experienced with your chosen CRM. On the other hand, if your company doesn't currently have a CRM tool in place, we can personally recommend tools that are best suited for your needs.

Technology & Reporting

How are customer interactions tracked?

‍We track customer interactions and inquiries through our CRM. If you already have a CRM system or tool in place, SupportNinja can help build custom KPI reporting dashboards to track customer interactions and ensure transparency. If not, we can personally recommend tools that might be well suited for your needs.

Technology & Reporting

Are customer calls recorded?

It depends on the VOIP system or provider your company chooses to use, but we do recommend a system that allows for auto-recording. It allows us to refer to historical calls if needed for reference and training purposes. If you do not have a VOIP system in place we are happy to make recommendations based on your needs.

Technology & Reporting

Brand-safe customer success is a priority. How would you provide that?

We know that a prevalent concern when considering outsourcing is that external personnel won’t perform to the expected level. Our Ninjas regularly make customers fall in love with our clients' businesses. No agent will ever interact with one of your customers before we're certain that they're knowledgeable about the company. This includes extensive pre-placement training in both soft skills and hard skills. When you work with us, we want you to no see no difference between your Ninjas and your internal teams.

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What is a Service Level Agreement (SLA)?

An SLA is a specific target that you want your outsourced team(s) to reach underneath each KPI. They depend on several variables, based on your business needs and goals. For example, first response time (FRT) and average handle time (AHT) are very common customer support KPIs. The SLA for these could be “a maximum of 30 minutes FRT for emails”, or “an AHT of 5 minutes”. The SLA is a promise of quality – not just from us to you, but also to your customers. Currently, we have a 4.52 cSAT score, and a 8.23 NPS!

Customer Inquiries

Why did you choose to locate most of your Ninjas in the Philippines?

We chose the Philippines for a number of reasons:

- The inherently friendly nature of Filipinos make them some of the best candidates for front-office outsourcing (customer support is our biggest service).
- The Philippines is one of the largest countries in the world where English is an official language. Most of our clients’ customers are American English speakers.
- The Philippines is heavily influenced by American culture, so they understand the nuances, idioms and particularities of American English.
- The outsourcing sector is huge in the Philippines. Many Filipinos have had similar jobs in the past, making experienced candidates readily accessible.
- Having Ninjas in the Philippines gives our clients the very desirable and profitable option of offshore outsourcing.


What materials are needed for training?

We start with a basic knowledge base, brand guidelines including voice and tone as well as any other existing materials. We will customize a training approach depending on the platforms in which you need support and based on the specific needs and guidelines for those particular channels to craft a trusted voice that feels authentic to your brand.

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