Frequently Asked Questions

It’s the process where your customer support operations are outsourced to a dedicated team, thus freeing up your internal resources to drive other areas of the business. Ninjas can help your customers with any type of inquiry, regardless of where they are in their journey (general questions, platform onboarding, tech questions, usability challenges etc). With us at your back, you can set your sights higher. And when things change, we’ll be there to pivot right alongside you.

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Whatever you want! Web-based, desktop apps, mobile apps, UFO computers, holograms, and more. Our omnichannel offering applies to all platforms too: phone, chat, email, in-app, or social.

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We have a fixed pricing model. The exact rate depends on where you want your Ninjas to be located, their experience level, technical skills, and qualifications. We also have different rates for our two dedicated service models depending on whether we manage the team, or if you prefer to do so. These are the only cost considerations – no hidden fees!

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Yes! If you’d rather do interviewing, candidate selection, training, and management, you can pick our “hands-on” model. We’ll provide a pre-vetted list of talent for you to choose from. Read more about how this works.

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Instead of having an internal team diligently reading and responding to customer inquiries, issues, or complaints, you can leave those tasks to us. We maintain the same level of quality as you would in-house, but it’s more cost-effective, and hassle-free. 

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We’ll work together to define all the KPIs that are important to your business. These will be added to the SLA, or Service Level Agreement. Within the SLA, each type of KPI (CSAT, AHT, FRT, etc) can have its own target. Ninjas then work towards meeting and exceeding those KPIs. We regularly remove ticket backlogs for our clients, while making sure information accuracy and personalization are front and center.

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Many customers expect to find a support option directly in their mobile app. What this ultimately translates to is starting a live chat session without having to go to your website or social media. Outsourcing frees you from having to fill in those support roles in-house, which is more often than not the costlier and more difficult option.

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Anything under the sun! Ninjas are adept at both iOS and Android, and there’s no mobile app that they can’t become subject matter experts in. What’s more, we’ll adopt your preferred CRM, no questions asked. Some frequent tool requests that we get include Freshdesk, Salesforce, and Zendesk, but we’ll integrate with your existing IT infrastructure.

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