Frequently Asked Questions
Answers From an Expert Support Services Company
As an experienced customer support services company, we get many questions about what can and can’t be outsourced. We’ve compiled some of the most common questions along with our answers here for you to refer to. If there’s something you’re still unsure of, don’t hesitate to contact us today!
Click the questions below for their answers.
Q: Is my business suitable for customer service outsourcing?
Are you swamped with customer service requests and tickets? If so, it’s time to start thinking about outsourcing your customer support services. Supportibles can help you set up reliable helpdesk services, or can help you with tailor-made customer support solutions. From multichannel support to project support and everything in between, we’ve got the know-how to help you get a handle on your customer service.
Q: What services do you offer?
We’re specialists in customer service outsourcing and support. We provide digital solutions for customer, technical, backoffice, multichannel, project, and sales support, all with the utmost professional and personal courtesy. Depending on your needs, we’ll develop a package and quote geared towards the services best-suited to your business.
Q: Does Supportibles use call centers?
No, we’re not a centralized call center, though we do provide remote support and can set up a call center if you need or want one. You get a project manager trained on your specific procedures and systems who will manage individual cases and requests as needed.
Q: We already have a helpdesk in place, are you able to use it?
A: Absolutely! You are free to integrate our services in any way you see fit. We adapt to your needs and existing solutions. In fact, we work to build and improve on them. We develop detailed procedures and reference guides for all your technical and customer support needs so that it’s incredibly easy for new personnel to drop in and get up to speed in no time.
Q: Where is Supportibles located?
We are based out North America, and our head office is in Ottawa, Ontario. Most of our employees are native English speakers who work remotely from home but are still all based in North America (with the odd exception of some workers in the UK and Australia who support our European and Australian clients). This means you get the benefit of literate, articulate, and knowledgeable staff in your time zone working for you!
Q: What can I expect in terms of billing?
Unlike other outsourcing companies, we don’t charge on an hourly rate or on a per-ticket basis; both these billing plans inevitably have you paying for more than you need. Supportibles uses an average daily volume billing model. In fact, we find our clients tend to overestimate the volume of customer support they need!
Q: What types of services do you offer?
Supportibles offers a wide variety of services, including multichannel customer support, online chat, in-app and voice support, social media management, content moderation, ecommerce support, reliable technical support, digital and audio transcription services, research, data management, collation… the list goes on! Chances are, if you have an outsourcing need, we’ve got a solution.
Q: Is my business or product acceptable?
Prior to working with any client, we work with you to determine if we’re a good match. However, we will not serve any business that sells, promotes, or encourages illegal actions, or supports hatred against any person or group. We also refuse to work with any business engaging in brand-damaging tactics or methods, such as unethical marketing tactics, blackhat strategies, materials that are non-compliant with regulations, or misleading promotions.
Q: Can you manage support questions on social media?
Customer requests can come from many sources. Other than email and voicemail, our team can moderate blog comments for you, forums and forum discussions, social networks, and more. We can keep an eye on customer support questions and redirect them to the helpdesk when appropriate. Whether it’s Facebook group members, YouTube comments, or Amazon.com reviews, our Customer Care Agents will handle these promptly as they would on the helpdesk.
Q: What happens if my desk changes volume along the way?
Your manager is responsible for hiring, training, and supervising at least two representatives assigned to your desk — one primary agent and one backup agent — who handle day-to-day issues. As your business grows, your support team grows right along with it. When your daily volume warrants it, you can add an extra layer of management by promoting a team member to supervise and handle multiple representatives. Your team manager will recommend any adjustments as your needs change. You can upgrade at any time. We can also downgrade and scale things back if you ever need us to.
Q: Do I have to use your helpdesk?
We can use whatever existing helpdesk you have, so if you’re using Zendesk, so are we. We prefer web-based support systems and helpdesks we have found to provide the best solution for our clients. And we’ll gladly foot the bill to make sure you’re served in the best possible way.
Q: What are your working hours?
Every business is different. While our head office hours are typically 9am-5pm Eastern, we can offer support up to 24/7, 365. For slower desks, we typically log in several times a day to clear out any pending support tickets, and each ticket will receive a response within six hours and no later (the average is 1-2 hours). For busier desks and desks that require live support, we can work within the timeframe that is best for your business or when your clients require attention the most.
Q: How long does it take to start your service?
We require an initial assessment form to be filled out, which will allow us to gauge your needs, volume, and complexity. Typically, the recruitment, training, and setup phase can take around two weeks, and up to five weeks for busier desks. During that phase, we’ll work with your team to set a go-live date when you can “flip the switch” and have our team start handling support requests for you.