Comprehensive Customer Onboarding Outsourcing Solutions

Onboarding Strategy

We collaborate with your team to develop an optimized onboarding strategy that reduces time-to-value and increases customer satisfaction.

Account Setup & Guidance

From login assistance to step-by-step product walkthroughs and configurations, we ensure your customers get the help they need at every stage of their onboarding journey.

Personalized Check-Ins

Regular follow-ups, emails, and calls ensure that your customers are fully supported as they get started, reducing friction and increasing engagement.

Troubleshooting & Support

Our agents are ready to address any technical support issues or onboarding challenges, ensuring that customers remain on track and engaged throughout the process.

Handovers to Support

Once onboarding is complete, we ensure a smooth transition to your support or customer success team, equipping them with the knowledge they need to assist customers moving forward.

Comprehensive CX Outsourcing Solutions

Customer Conversion

We help you engage and convert users, ensuring they recognize the value of your product and choose to upgrade from freemium or trials.

Customer Onboarding

Create a frictionless onboarding experience that empowers customers to get the most out of your product right from the start. Our teams ensure that customers understand your product’s value early, reducing churn and increasing satisfaction.

Customer Support

Enhance your customer support with 24/7 global availability. Whether through live chat, email, in-app, or phone — our teams are ready to resolve issues quickly, keeping customer satisfaction high.

Technical Customer Support

Provide seamless technical customer support with our trained experts. We offer multilingual and round-the-clock technical assistance, resolving complex issues to keep your customers engaged and satisfied.

Customer Renewals

Maximize customer retention with proactive renewal strategies. We help you keep customers loyal with targeted outreach and upsell tactics that align with their evolving needs, ensuring long-term success.

Comprehensive Customer Onboarding Outsourcing Solutions

Renewal Strategy

Our experts collaborate with your team to develop strategies that align with your business objectives and customer lifecycle, ensuring that renewals are handled effectively and on time.

Proactive Renewal Management

We manage renewal communications, deadlines, and customer outreach, taking the burden off your team and ensuring consistent, high-quality engagement throughout the customer lifecycle.

Churn Prevention and Retention Tactics

We analyze customer behavior to identify churn risks early and implement targeted strategies to retain at-risk customers, boosting renewal rates and long-term loyalty.

Upsell and Cross-Sell Opportunities

During the renewal process, we identify opportunities to upsell or cross-sell additional features services, driving incremental revenue and increasing customer lifetime value.

Comprehensive Technical Customer Support Outsourcing Solutions

Technical Support Strategy

Our CX experts collaborate with your team to ensure technical support strategies align with your product lifecycle and customer needs. From pre-launch preparation to post-release troubleshooting, we help optimize the support process.

Proactive Technical Support Management

We manage every aspect of your technical customer support, from setup to resolution. Our agents become experts in your products, proactively addressing customer issues to minimize downtime and boost satisfaction.

Issue Prevention and Resolution Tactics

We leverage data-driven insights to help identify issues and trends early, implementing proactive solutions that ensure a smooth experience for your customers.

Advanced Troubleshooting and Product Optimization

We identify opportunities to resolve customer issues quickly and effectively, from initial troubleshooting to advanced technical problem-solving. This ensures your customers receive timely assistance, helping them realize the most value from your product.

Comprehensive Customer Conversion Outsourcing Solutions

Conversion Strategy

Our experts work closely with your team to develop data-driven strategies tailored to your user base, increasing your freemium to premium conversion rates.

Onboarding Support

We’ll deploy an intuitive onboarding journey that delivers value quickly, setting users on the path toward upgrades and renewals — and away from churn.

Engagement Tactics

From personalized emails to in-app messaging, we engage your users at critical touchpoints, helping them experience the full value of your product and guiding them toward premium upgrades.

Customer Success Outreach

Boost conversion rates with customer success outreach strategies designed to address user pain points, answer questions, and highlight premium benefits.

Renewals and Upselling

Ensure your paying customers stay loyal with proactive renewal and upsell strategies that keep your user base engaged and satisfied.

Comprehensive Customer Support Outsourcing Solutions

Customer Support Strategy

We work closely with your team to design and implement a customer support strategy that aligns with your business goals. From best practices to channel selection, we help you create a personalized approach that maximizes customer satisfaction.

Omnichannel Support

With support available across channels — voice, chat, email, social, and more — we ensure your customers can reach you anytime, anywhere. This seamless omnichannel approach enhances accessibility and responsiveness, delivering a consistent experience across touchpoints.

Proactive Issue Resolution

Our data-driven insights allow us to anticipate customer needs and identify issues before they escalate, empowering our team to deliver fast, effective solutions that keep customers engaged and satisfied.

Multilingual Customer Support

Expand your reach and meet the needs of a global customer base with our multilingual support services, available across multiple channels to maintain customer satisfaction around the world.

AI-Enabled CX

Humans and AI are better together. We blend AI-enabled human interactions with robust self-service options — including chatbots and knowledge bases — to provide faster, more accurate solutions, enhancing customer satisfaction through effortless interactions.

Accounts Payable

Enhance efficiency, visibility, and control of AP processing.

Invoicing & Accounts Receivable

Boost efficiency, accuracy, and timeliness of invoicing and receipts.

General Accounting & Bookkeeping

Streamline your processes and improve financial reporting.

Fintech Customer Support

Deliver exceptional customer experiences with efficient, knowledgeable support tailored to the unique needs of Fintech users.

Fintech Technical Customer Support

Resolve complex technical customer support issues quickly and accurately, ensuring your products run smoothly for all users.

Fintech Content Moderation

Protect your platform and users by ensuring all content meets your community and compliance standards.

Fintech Data Processing

Streamline and securely manage all your data, ensuring accuracy and efficiency across your systems to support informed decision-making.

Fintech Finance & Accounting

Ensure accurate financial management and reporting, tailored to the complexities of Financial Technology.

Email support outsourcing benefits

It’s simple, fast, and cost-effective to outsource email customer service. Our Ninjas work across multiple continents, both on-premise and remote. We’ll connect you with a wider world of support talent in no time at all.

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KPI-focused service delivery

We’ll work together to establish what’s most important for your business’s email support. Are you looking for a better FRT? Lower AHT? We approach customer service from all angles, but can pay extra attention to the metrics that matter most to you.

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People-centric, data-driven professionals

We’re proud to have incredible people doing incredible work. We take care of our Ninjas, and they take care of your customers’ email inquiries. Support is also improved long-term via collected data, such as customer feedback and CSAT.

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Tech-enabled, integrated support

Your IT infrastructure can stay as it is; we’ll use whichever CRM you prefer. Or, we’ll help you get tech-enabled via our partners (Zendesk, Gorgias, etc). Our Ninjas also use generative AI to its fullest, automating processes that don’t require human input.

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We speak your customers’ language

Figuratively, because we personalize conversations, but also literally. Our Ninjas speak 10+ languages, with native fluency.

Want to pivot into new geos, or just offer support to a portion of your customers in their native language? We’ll seamlessly scale up customer service to meet your new initiatives, guaranteeing great CX.

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Why Our Clients Stick with Us

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Outsourcing email support FAQ

We are here to answer your questions and get to work helping you help your customers. We’ve curated a few Q&As for you, but you can also check out all FAQs.

What is email support outsourcing?

Instead of having an internal team diligently reading and responding to customer inquiries, issues, or complaints, you can leave those tasks to us. We maintain the same level of quality as you would in-house, but it’s more cost-effective, and hassle-free.

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How fast do your teams usually respond to customer emails?

We’ll work together to define all the KPIs that are important to your business. These will be added to the SLA, or Service Level Agreement. Within the SLA, each type of KPI (CSAT, AHT, FRT, etc) can have its own target. Ninjas then work towards meeting and exceeding those KPIs. We regularly remove ticket backlogs for our clients, while making sure information accuracy and personalization are front and center.

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How much does it cost to outsource email support?

We have a fixed pricing model. The exact rate depends on where you want your Ninjas to be located, their experience level, technical skills, and qualifications. We also have different rates for our two dedicated service models depending on whether we manage the team, or if you prefer to do so. These are the only cost considerations – no hidden fees!

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Can I pick support agents myself?

Yes! If you’d rather do interviewing, candidate selection, training, and management, you can pick our “hands-on” model. We’ll provide a pre-vetted list of talent for you to choose from. Read more about how this works.

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