Frequently Asked Questions
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What are the main differences between the hands-on and hands-off solutions approaches?
Hands-on: you select, train and manage the team.
Hands-off: SupportNinja selects, trains and manages the team.
Customer Inquiries
Are all of your services available 24/7?
All services can be provided 24/7 to help meet production and timeliness business requirements, including content moderation.
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How would I know which approach is best for my business?
Hands-on: for fast growing companies that are looking to supplement their in-house teams and processes, while maintaining complete control of their systems, processes and CX. New to outsourcing? This is a good place to start!
Hands-off: for fast growing companies that are looking for a partner to help them scale their CX or business operations. Your company should already have established tech, systems and processes in place. You are looking for a way to grow in a more efficient way. Your product is more mature, you're looking for efficient growth, a way to scale, and you have more senior leadership. The company has a more solid foundation, but you're nearing volume capacity in-house. You're at a point where it's not as efficient anymore to stay fully in-house, or you're looking to replace an incumbent.
Customer Inquiries
Can I “mix and match” aspects of both "hands-on" and "hands-off"?
The short answer is "no". Each approach has its unique advantages that requires you to stick to the model completely in order to benefit from them.
Customer Inquiries
What's the minimum number of agents needed to start either the hands-on or hands-off approaches?
We have a minimum of 3 agents + 1 manager for hands-off, and a minimum of 3 agents for "hands-on".
Customer Inquiries
Do I have access to the same lines of service, languages, and time zones, regardless of whether I opt for the hands-on or hands-off approach?
Yes!
Customer Inquiries
Do I get any support from SupportNinja when I opt for the hands-on approach?
Yes, you get access to 24/7 HR and IT support.
Customer Inquiries
What practices does SupportNinja have in effect to protect customer data?
We are GDPR-compliant and treat information privacy with utmost seriousness! All of our Ninjas undergo substantial data protection training pre-placement, and accountability is enforced at every step. An annual compliance refresh course is mandatory as well. With us, you’ll always be protected from all personal data breach liabilities.
Customer Inquiries
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