Frequently Asked Questions
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How often do you share customer support metrics?
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.
Technology & Reporting
What days and times do you offer service?
SupportNinja offers service 24/7 service, 365 days per year regardless of the desired time zone.
Customer Inquiries
What’s your full range of customer success services?
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!
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Are professional services available 24/7?
All services can be 24/7 to help meet production and timeliness business requirements, including professional services.
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What training materials are needed?
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.
Service Setup & Training
What days and times are your services available?
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.
Customer Inquiries
Do all of your Ninjas work on-premise?
No, we also have employees with a work-from-home arrangement as well. We believe in giving each and every Ninja the peace of mind and the respect that they deserve. Job satisfaction is a critical point for our company. This includes creating remote working arrangements in some cases. Not to worry though, as the safety of your business’s and your customers’ information is always guaranteed. We have annual compliance refresher courses.
Location
What services are included in the tech support package?
That wholly depends on the needs of your business. For example, we can set up an outsourced team for:
- Tier 1, 2, & 3 Technical Customer Support
- Advanced Product Troubleshooting
- Remote Product Assistance
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