Frequently Asked Questions
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What are some examples of business tasks that fall beneath professional services?
Professional services is indeed a broad umbrella as our capabilities extend across various industries and lines of business. Many roles that require specialized training to help keep your business running day-to-day, but come with significant costs for full-time in-house staffing, can be outsourced as a flexible service line. If you have any additional pain points beyond the traditional customer support needs, we can work with you to find the right talent to service as an extension of your team and flexibly cover that business gap.
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Where is SupportNinja located?
SupportNinja has state-of-the art centers in the following locations in the U.S. and the Philippines. It also has vast talent networks and leadership presence in EMEA, with flagship operations in Romania, as well as talent based across other continents.
U.S. Headquarters:
3008 Taylor St,
Dallas, TX 75226
Philippine Offices:
The Hideout, 3F Northwalk Clark, M.A. Roxas Highway, Clark Freeport Zone, Pampanga 2023
The Sanctum, 114F North Tower 1, SM City North EDSA, Quezon City, Metro Manila 1100
16F Two/NEO, 3rd Avenue corner 28th Street, Bonifacio Global City, Taguig City, Metro Manila 1634
Location
Which service lines can I outsource to SupportNinja?
At SupportNinja, we offer numerous activities that can be outsourced. You name it, we can hire and find the team for you. The core customer experience tasks we provide include customer support and success, technical support, data entry, back-office support, content moderation, lead mining, and professional services but our capabilities extends beyond that to dozens of other areas of support needs as well. We are an extension of your team.
Customer Inquiries
What kind of technical expertise does SupportNinja leverage for its clients?
We provide technical customer support outsourcing related to any software, hardware, or tech product. You just tell us your needs — we’ll build and train a team dedicated to your account. No technology is beyond the skills of our teams.
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What are your operating hours for professional services?
All of our services are available whenever and however you need them, even 24/7/365! Regardless of when your internal teams are doing their work, our Ninjas will be besides them, streamlining processes as needed. Thanks to the global nature of our business, we’re also masters of asynchronous communication.
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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.
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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
How is quality assessed and assured?
We offer a highly trained QA team to support your team. QA pulls tickets for each agent on a weekly basis and holds ongoing coaching meetings during the lifetime of your account. We recommend having at least one dedicated QA specialist to work in conjunction with our in-house QA team to provide optimal results. Your Client Success Manager will monitor your account to ensure that all critical benchmarks are being met and that you are completely satisfied.
Quality Control
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