Frequently Asked Questions
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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
What does a service level agreement (SLA) entail?
An SLA outlines the commitment we provide to you to maintain the desired level of service in terms of specific target metrics by which each service area is measured.At SupportNinja, we’ll work with you to understand your desired outcomes and develop our custom action plan and an SLA for your review and approval. Over time we will monitor the KPIs (key performance indicators) that we have outlined that indicate our adherence to our agreement with you.
Customer Inquiries
How are Ninjas recruited?
Recruitment
Prior to recruiting your ninjas, we send you several onboarding documents to ensure everyone is aligned about the types of talent you’re looking for. Once candidates pass our informal round of screening based on background, qualities, skills, etc. we take selected candidates through a variety of written and verbal tests to ensure only the highest quality candidates are being selected. From there, we bring agents in for another interview to make sure they’re a fit all around.
Quality Over Quantity
When hiring a customer support team we don’t believe in a one size fits all approach, so we recruit specifically for the job at hand for each and every client we bring into the Ninja family.
Timeline
The recruitment process can take 2-4 weeks to source your team. After we find the perfect Ninjas, they go through 2-4 weeks of training. By the end of their training, they are handling live tickets under the guidance of one of our incredible trainers. Training is ongoing, so our Ninjas are always learning and improving every day.
Service Setup & Training
Are customer calls recorded?
It depends on the VOIP system or provider your company chooses to use, but we do recommend a system that allows for auto-recording. It allows us to refer to historical calls if needed for reference and training purposes. If you do not have a VOIP system in place we are happy to make recommendations based on your needs.
Technology & Reporting
Do you have unanswered questions?
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