Frequently Asked Questions
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How can SupportNinja help my company keep on scaling?
All of our customer success services are designed around promoting sustainable business growth. Because we’ll handle recruitment and providing support, crucial company resources are going to be freed up for you. You can then leverage that new capacity by repurposing key elements to product or service development. And while you work on getting new competitive advantages, your Ninjas will foster memorable customer experiences. Everything goes hand in hand.
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What is the customer service escalation process?
SupportNinja will work with your company to understand your internal process escalation standard operating procedure (SOP) and follow your any established guidelines. If, however, you do not have guidelines already established, we will help create those SOPs using our industry knowledge and utilizing best practices to establish an escalation process that feels comfortable to you and matches your support goals.
Customer Inquiries
Are there any additional fees?
No - so you don't have to worry about hidden additional costs, such as setup fees. Setup is absolutely free!
Pricing
Where would my Ninjas be located?
Completely up to you! As of right now, we can form teams for you in the US, the Philippines, Romania, or Ireland. It’s only a question of your business’s priorities and preferences.
Location
How many languages do you support?
We support more than 10 languages around the world to support content moderation as well as our other services, but can also secure talent with native support in additional languages should your scope of service be more expansive.
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Do you have a standard customer service escalation process?
If you already have guidelines for what an escalation should look like, we can follow those. If you need our industry knowledge though, we’re eager to develop an escalation SOP that adheres to best practices and makes sense for your business. We always strive to work together with our clients and provide an escalation process that’s perfectly fit to create a positive CX.
Customer Inquiries
Who will manage my team?
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.
Service Setup & Training
Quality Control
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.
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