Frequently Asked Questions
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Can I pick and choose elements from each type of hands on vs. hands off solution offered?
The short answer is no, as, you will ultimately need to choose whether you would like for SupportNinja to manage the service, or whether you would like to manage and oversee the service (but rely on us for all sourcing, hiring, onboarding and logistics). There are two distinct solution styles we offer, both sets have unique service benefits entirely crafted to either end of the management scale our clients prefer and how much oversight you would like us to have. We are happy to walk you through the benefits and nuances of both solution types and advise you on the optimal approach depending on your specific business needs and current operating model.
Service Setup & Training
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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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
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 security measures do you use for safeguarding sensitive information?
Our company is PCI-DSS and SOC II compliant; 2 of the most renowned consumer data security standards in the world. We’ve even developed our own virtual desktop solution in accordance with the aforementioned security compliances, NinjaCloud. NinjaCloud’s software-defined network enables instant scalability, and unrestricted customization to your company’s needs. Your team of Ninjas is equipped at all times with:
- Two-tiered firewall architecture
- Disk encryption
- Data loss protection
- Intrusion detection
- LDAP authentication
- File integrity management
- Security event correlation
Technology & Reporting
How does pricing work?
Our pricing model is simple and transparent by design. A fixed rate is applied to each of your team members based on experience level, qualifications, and technical skills. There are no hidden costs or fees, just a simple monthly rate for each Ninja. We have separate rate cards for each of our distinct service models, depending on if you prefer for us to manage your team or if you prefer to manage them.
Pricing
How do you ensure ongoing learning and development?
Your company will have a direct point of contact within SupportNinja to ensure that any changes with your products or services are communicated with your team and that Ninjas are educated on updates to customer exchanges. We maintain a confidential collection of your company’s relevant systems and processes in our secure project management system, which notifies the team of any changes. We will also update any previous training materials. This will ensure a smooth onboarding process for any new Ninjas, providing the most up to date information available.
Service Setup & Training
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