Frequently Asked Questions
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Can you describe the Ninja training process?
SupportNinja’s aims to have an extensive 30-day curriculum, knowledge database, and learning management system in place by the time the candidates have been recruited. Training is conducted through a combination of online, self-study, and classroom learning by your own dedicated training manager. This is to ensure that Ninjas are at 50% in their second week of training. After the 30 day training period, Ninjas are fully capable of handling tickets and hitting full KPIs.
Note: Training is ongoing which means Ninjas will be challenged with new materials and assessments throughout the lifetime of the account and, in addition, have access to free courses through NinjaLearn, our learning management system (LMS).
Service Setup & Training
Where would my Ninjas be located?
Completely up to you! As of right now, we can form teams for you in the US, the Philippines, Romania, or Ireland. It’s only a question of your business’s priorities and preferences.
Location
How many languages do you support?
We support more than 10 languages around the world to support content moderation as well as our other services, but can also secure talent with native support in additional languages should your scope of service be more expansive.
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Do you have a standard customer service escalation process?
If you already have guidelines for what an escalation should look like, we can follow those. If you need our industry knowledge though, we’re eager to develop an escalation SOP that adheres to best practices and makes sense for your business. We always strive to work together with our clients and provide an escalation process that’s perfectly fit to create a positive CX.
Customer Inquiries
What is the customer service escalation process?
SupportNinja will work with your company to understand your internal process escalation standard operating procedure (SOP) and follow your any established guidelines. If, however, you do not have guidelines already established, we will help create those SOPs using our industry knowledge and utilizing best practices to establish an escalation process that feels comfortable to you and matches your support goals.
Customer Inquiries
How does the outsourced support team fit in with the in-house development team?
Think of us as an extension of your team, here to help your customers use your technology. This also means that we don’t operate outside of your SOPs, business goals, or product trajectory. We’re simply (most likely) very far away location-wise! If potential bugs are reported or if significant customer requests pop up for a feature, we’ll communicate that over to you. Generally, we advise weekly meetings in the first 90 days of your Ninjas going live, and bi-weekly from there. During those meetings, we can discuss growth opportunities for the team, as well as any other pressing matters.
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Who will manage my team?
We offer a customized management solution based on your needs. We can fully manage your team so that you can sit back and focus on other areas of your business that need your attention. If you prefer a more hands on approach, you can choose a solution in which your team members are fully under your direction, and you have complete management control on a daily basis, just as if they were in your local offices. Based on the complexity of your requirements and team size, we will also help you source local team leaders to manage and motivate your team.
Service Setup & Training
Quality Control
Are customer support phone calls recorded?
It depends on the VOIP system or provider your company uses. However, we do recommend using a system that allows for auto-recording. By recording calls, you enable the option of having a dedicated QA team as well, who will work hand-in-hand with the support delivery team on constantly improving quality. Recording calls also makes it a breeze to reference past tickets if the need arises.If you don’t have a VOIP system in place, we are happy to make recommendations based on your needs.
Technology & Reporting
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