Customer Success Outsourcing Benefits
Let us help you to grow into the most trusted brand in your industry by treating each customer interaction with the care and attention it deserves.
We hate to brag, but are flattered when our clients do it for us.
Still have questions?
We are here to answer your questions and get to work helping you help your customers.
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.
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.
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.
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!
Ecommerce case study - 59.3% better ticket handling (lower FRT & AHT)
In this case study, we examine our client, a rug retailer and how they went from being unable to manage email inquiries to developing processes that enable them to fulfill customer needs more effectively.
- An inside look at customer support pain points.
- An overview of our customized solution approach.
- Key improvements on first response time, escalations & resolution time.
- Industry: ecommerce
- Location: United States
- Company size: 500
- Year founded: 2010
- Mission: make beautiful rugs affordable and washable for all to enjoy.
Get the downloadable version here, or continue reading on this page.
Slow email response time
As a rug retailer, our client is always busy. From customers getting rugs to complement their new furniture to customers replacing old ones, there’s constant demand for their products.
Before partnering with us they were flooded with email support inquiries as a result of their popularity in the rug industry, and they couldn’t handle any more.
They were lacking the procedures and assistance needed to fulfill customer needs.
Swiftly address customer queries
After partnering with SupportNinja, the team was able to source qualified Ninjas to better serve the retailer’s customers.
The escalations were brought down, Ninjas responded to the customers by following processes and policies as well as added a human touch to their email responses.
From tracking to complaints to account questions, our Ninjas were able to improve the ticket process and address customer concerns promptly.
Decrease in first response time & resolution time
- Quick first response
68.6% decrease in First Response Time(Avg Hours to Response).
- Timely resolutions
50% decrease in Resolution Time (Days to Solve).
- Less Escalations
65.3% decrease in tickets that required an escalation.