Frequently Asked Questions
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How often will customer support metrics be shared with our team?
SupportNinja will meet with your company daily, weekly, and/or monthly to discuss trends, coaching results, and key reports. 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 so we are happy to customize a cadence that works for you.
Technology & Reporting
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
How many languages do you support?
We offer more than 10 languages around the world, to help support all of our professional services. However, we can also secure talent with native support in additional languages should your scope of service be more expansive.
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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 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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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 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
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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