Technical support benefits
Don’t let headcount become a headache. Our talent pool is rich with technical talent—reach out today and get connected with talent that meets your needs.
We hate to brag, but are flattered when our clients do it for us.
"Our partnership with SupportNinja has helped meet client demands we couldn’t handle internally. They have also given us great referrals with a much shorter sales cycle than we typically see."
Still have questions?
We are here to answer your questions and get to work helping you help your customers.
What kind of technical expertise does SupportNinja leverage for its clients?
We provide technical support outsourcing related to any piece of software or IT device. That means our Ninjas can service your customers for any mobile app, hardware, or software products. In fact, many of our clients are SaaS companies. You just tell us your needs – we’ll build a team and train them only for your account. No proprietary technology is beyond the skills of our teams.
What happens if my company significantly changes software with an update?
Nothing bad, if that’s what you’re worried about! Our Ninjas are perfectly capable of adapting to product changes and even re-learning it as needed. We simply advise to let us know in advance of what’s going to change, so that your outsourced team is on the same page. That way, we’ll be ready for a potential influx of confused customers looking for help.
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.
What services are included in the tech support package?
That wholly depends on the needs of your business, so it’s best discussed with one of our friendly, skillful, and helpful Business Development Executives. As an idea though, we can set up a team for:
- Tier 2 & 3 Support
- Quality Assurance
- Advanced Troubleshooting
- Remote Assistance
SaaS case study - increasing CSAT from 79% to 93.8% in just 4 months
In this case study, we examine our client, a SaaS company, and how we created a customized solution to increase CSAT, lower resolution time and scale efficiently.
- An inside look at our SaaS client challenges.
- An overview of our customized solution approach.
- Key improvements on CSAT, resolution time and scaling capabilities.
- Industry: SaaS
- Location: United States
- Company size: 250
- Year founded: 2014
- Mission: encourage progress by supporting small business owners grow their companies through sales funnels.
Get the downloadable version here, or continue reading on this page.
Unorganized customer database & customer support process
As a SaaS company, our client was not only seeking a way to scale quickly and efficiently, but to also provide an overall better experience for their customers. With their stream of tickets, our client believed that by providing appropriate solutions for their customers’ issues, they could increase their CSAT score.
Source qualified agents & flatten stream of tickets
After partnering with SupportNinja, the team was able to source qualified Ninjas to better serve our client’s customers. In approximately 4 months, the SupportNinja team flattened the torrent of tickets and created a system to better manage customer support.
Working with SupportNinja has allowed us to scale our support team and coverage without needing to grow our support infrastructure. SupportNinja is easy to work with and we love their “No B.S.” approach.
Dramatically improved CSAT, savings, flexibility
- CSAT Improvement
Improved Customer Satisfaction (CSAT)from 79% to 93.8%.
- Double Team Size
Double the number of agents from 20 to 40 Ninjas.
- Lowered Full Resolution Time
Lowered FRT from 24 hours to 10 hours.