SupportNinja works as an omnichannel solution for customer experience and back-office support. The company started working with fast-growth technology companies in Silicon Valley and then expanded its client list to include markets worldwide. Various company’s services are vital to the core operations and functionality of consumer-focused apps and software, e-commerce, and platform-based technology companies. SupportNinja customer support now works behind the scenes, helping over 100 different brands grow and maintain high customer satisfaction.
SupportNinja’s core values are showing the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. Created in 2014, the provider helps fast-growing tech companies by providing 24/7 outsourced support, lead generation, customer service, and community management. SupportNinja is headquartered in Dallas, TX, with two offices in the Philippines in Clark and Manila. Thus, the company raises the bar for business process outsourcing every day by offering industry-leading SupportNinja careers.
The Pros and Cons of SupportNinja Outsourcing Business Processes
- An Integrated & Ethical BPO
The SupportNinja team is committed to the success of each and every agent. That’s why the company constantly invests in continued education, wellness, and employee engagement activities. SuportNinja believes when companies put their employees first by caring about them as people, the agents are more motivated to serve clients who need help most.
- 24/7 Staffing
When you partner with SupportNinja, you gain access to a team that can support your company 24/7. Whether your customers need support in the middle of the night or on weekends, you can rely on the company’s dedicated Ninjas to be there on time.
- Agents Dedicated To Your Brand & Products
SupportNinja recruits and trains its customer support agents to be experts in your app, helping specific users. Each Ninja specialist learns the ins and outs of your software, so they’re ready to assist customers with any technical issue, or UX obstacle users could encounter. Moreover, their technical support outsourcing services are designed to provide a consistent brand experience.
- Turns Technical Issues Into Amazing Consumer Experiences
Every interaction someone has with your brand is an opportunity to create a lifelong customer. Hitting a technical bug can be incredibly frustrating, but the SupportNinja customer team is equipped to turn these negative situations into positive experiences.
- Data Mining
SupportNinja puts data to work for your business so you can get data-driven insights about your customers, team, and product. Moreover, your company can access high-quality, accurate reporting, metrics, and analytics.
- Outsource Data Cleansing
Outsourcing data cleansing services allow your business to operate in good standing. Thus, SupportNinja completes the cleansing of your company’s records to eliminate errors, missing data, and inconsistencies. This procedure erases all unnecessary data and improves your business growth.
- Risk And Crisis Management
This feature minimizes your liability and helps you respond faster. With HelpNinja, your company can enjoy regular, comprehensive brand and user-risk audits. Scale your team up or down depending on your needs and access additional trained staff to help mitigate incidents and protect your customers. HelpNinja offers precise management for sensitive and/or private communities. Thus, the company provides your users and staff with community guidelines and answers for common needs.
- SupportNinja uses AI solutions to speed up the work process and allow agents to focus on more advanced tasks. Thus, AI can become very expensive to maintain. Even if you are using secure software, being dependent on AI can lead to a situation when you can’t cover its expenses or experience data loss.
- According to the SupportNinja reviews, there are a few cases when agents need help understanding the client’s business process, values, and mission. Thus, the company should provide employees with proper training on the core aspects and vision of every enterprise they are working with to offer a personalized approach.
A Brief Review of Services at SupportNinja
Many businesses outsource their services because they want to focus on long–term goals. SupportNinja customer support can help achieve your vision by providing many different services that can help you stay focused on your goals while maintaining excellent customer support.
Here are the services that you can outsource from such a company:
- Customer Support
- Technical Support
- Back-Office Support
- Data Entry
- Content Moderation
- Image Moderation
- Lead Mining
Moreover, the company uses NinjaCloud: a virtual desktop designed to meet PCI-DSS and SOC II security standards, be scalable, and ultimately be customizable to your company’s needs. With its high-performance computing and desktop specification flexibility, NinjaCloud enables you to add virtual desktops without impacting service. When you become a client of SupportNinja, they can accommodate your memory, CPU, and disk drive needs. The company also has a Learning Management System (LMS) that further enhances customer support agents’ knowledge retention, creating a custom online course curriculum. It is accessible worldwide so that NinjaLearn can streamline the onboarding process.
How to Sign Up and Place Orders at SupportNinja
You can log in to your account and request the services if you are an existing client. The login page will only ask for your email and password before you get full access to the web portal.
A new customer has to tell you what problems you are encountering and what attributes are most important in your support team. SupportNinja will work to find a customized outsourcing solution for your current size and needs. Once everything is in order, the company will send an agreement to review and sign. Then a client should fill out a detailed onboarding survey, and input from this survey will give your personal SupportNinja Success Manager all the information they need to get started. The company’s expert recruiters choose the best candidates from the surrounding region for your needs, all with excellent English. Thus, SupportNinja agents fit your company culture and provide you with the highest level of performance, just like you would expect from your own employees. Finally, your SupportNinja Success Manager and dedicated training team collaborate with you to create a customized training program that will make agents work smoothly in your operations.
Clients need to remember their account passwords. Otherwise, they request a password reset from the company. First, companies provide the email address used for registration. From there, SupportNinja will send the credentials for resetting the password.
Pricing Policy Review
Before outsourcing services, you must be sure to select a reliable company. It allows you to be sure that your money is safe and that you can always receive excellent customer support and business processing solutions.
Regarding the SupportNinja pricing policy, clients have to fill out a contact form or schedule a sales consultation on the website to get in touch with a company sales representative who can provide them with an accurate quote regarding its services. In the form, clients should indicate what area of business they are looking to outsource, what business outsourcing goals they are trying to achieve, how big of a team to scale up, and how soon. SupportNinja claims their services are affordable, and they charge a zero fee for consultation services.
SupportNinja uses the information you provide to them to contact you about their relevant content, products, and services. You may unsubscribe from these communications at any time.
Contact & Support Systems
Before outsourcing services, you should research how you’ll contact the service provider in times of need. SupportNinja ensures a smooth and efficient communication system all around the clock.
The company uses various channels to communicate with clients 24/7, such as call center, live chat, email, and help desk. Moreover, the company offers a FAQ section where the answers to the most popular questions are indicated. Thus, you shouldn’t worry about your clients receiving support whenever they need it.
SupportNinja also provides a contact number and email address on their website that you can use. But remember, you can only reach out to them with the contact number from Monday to Friday during working hours EST. You can communicate with the sales team to ask about service delivery or the cost you’ll pay when outsourcing call center services.
An Overview of Attitudes Towards the Service
The company is available on various social media platforms such as Facebook, Twitter, LinkedIn, and Instagram to display its services and update clients on its blog posts and internal work processes. The number of followers and response feedback on social media could be higher. But it doesn’t affect SupportNinja’s ability to provide efficient outsourcing services. The average SupportNinja salary for a customer service representative is $16 per hour. In addition, you can always access recent updates from the website as the team regularly updates such info.
What does the Ninja recruitment plan look like?
Prior to recruiting for your agents, the company sends you several onboarding documents to ensure everyone is aligned about the types of agents you’re looking for. Once candidates pass SupportNinja informal round of screening based on background, qualities, and skills, they take selected candidates through a variety of written and verbal tests to ensure only the highest quality candidates are being selected. From there, the company brings agents in for another interview to ensure they’re a proper fit. The recruitment process can take 2-4 weeks to source quality agents. After the perfect agents are found for your team, they go through 2-4 weeks of training. By the end of their training, they are handling live tickets under the guidance of one of the trainers.
What materials are needed to train outsourcing staff?
Since the company wants its agents to feel like an extension of your team, SupportNinja strives to reflect your internal processes in training. Thus, any materials you can share with SupportNinja will be valuable and better equip the team. After SupportNinja’s training team reviews your current processes and documentation, they will notify you if anything is missing that may better support the training process. Moreover, the company can help create the content required to ensure a smooth training program.
What is the SupportNinja customer service escalation process?
SupportNinja works with your company to understand internal process escalation standard operating procedure (SOP) and follow your established guidelines. If, however, you do not have established guidelines, the provider will help create those SOPs using industry knowledge and best practices.
What is SupportNinja’s quality control process for customer support tickets?
The company uses a special tool called NinjaQA, which tracks the progress of each customer support representative. It helps analysts track the growth of each agent individually and intervene immediately or come up with a new solution based on trends. NinjaQA can integrate directly with your help desk instance, enabling the QA team to audit tickets daily.
An Overview Rating of SupportNinja
By looking at the various factors, we can rate SupportNinja as:
- Management – 4.0
- Job security – 5.0
- Work and life balance – 4.5
- Corporate benefits and compensation – 4.0
- Culture – 5.0
Other SupportNinja reviews can present various scores depending on how they understand the company’s mission or interact with it.
If you’d like to consider another provider similar to SupportNinja, you can select from the following companies as they have related services and the capacity to serve your client’s interests:
Since 2015, SupportNinja has been driven to show the world “a better way to outsource.” They do so by challenging the status quo, implementing the latest technology, and training the best people. Thus, Support Ninja believes in providing the best experience for employees, clients, and customers. The company pays attention to BPO operations and how they treat their employees. SupportNinja provides world-class outsourcing because they value their people. From comfortable offices and perks to an inclusive culture, employees are always prioritized.
Their core values include:
- Employee focused
- Always being humble
- Improving everyday
- Compassionate candor
- Collectively bringing joy