Frequently Asked Questions

We offer a customized management solution based on your needs. We can fully manage your team so that you can sit back and focus on other areas of your business that need your attention. If you prefer a more hands on approach, you can choose a solution in which your team members are fully under your direction, and you have complete management control on a daily basis, just as if they were in your local offices. Based on the complexity of your requirements and team size, we will also help you source local team leaders to manage and motivate your 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.

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.

SupportNinja offers service 24/7 service, 365 days per year regardless of the desired time zone.

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!

All services can be 24/7 to help meet production and timeliness business requirements, including professional services.

Since we want Ninjas to feel like an extension of your team, we strive to reflect your own internal processes in the training. Any and all materials that you can share with SupportNinja will be valuable to equip our team. ‍After SupportNinja’s training team reviews your current processes and documentation we will notify you if we find anything missing that may better support the training process. We can then help create the content required to ensure we run a smooth training program.

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.