Perks of outsourcing your technical support to SupportYourApp and why we pay so much attention to it?
With the world developing at such a fast pace, it is no wonder that customers need more assistance from the support teams. The technologies are getting more and more complex and, as a result, trained professionals have to dedicate more time to explaining all the processes to the end users.
There are several reasons why technical outsourcing service provided by SupportYourApp might be just the right thing for you:
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Cut costs
It is a very natural desire of any business — cutting the costs whenever possible. But when always looking for a solution to this question within your own company, it is easy to see that an in-house call center support team or a team of technical help desk agents might be very hard and expensive to put together. Surely, an outsourced technical support solution is going to be a much more optimal solution if you strive to cut your expenses.
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Remain focused on your business need by building an outsourced technical support team
Managing your own business probably takes up all of your time. So many members of C-suite managers are saying that there are not enough hours in a day to fulfilд all of their plans and reach all goals, that looking after and setting up a tech support team is simply not possible in some cases. Outsourcing tech support team is going to let you free up your time as there is going to be no need for hiring, teaching and QA-ing the entire team. We are going to do that for you.
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Decrease your risks with the best outsourced technical support company
We have long and extensive expertise in providing only the best outsourced solutions for products of any difficulty. SupportYourApp’s processes are all set up in a way that is going to allow for a smooth and seamless service providing. We cover both B2B and B2C clients, which means that we are prepared to deliver on any kind of SLA and any kind of security requirements.
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Flexible service
We are as flexible and adaptable, just like our clients want us to be. Selecting the best outsourced technical support team and the most suitable working hours as well as teaching the consultants, providing them with all they need for a comfortable and efficient work — this is exactly what we do to make sure that you get the best outsourced technical support there is.
Technical support outsourcing for any business
We provide outsourced technical support service for a variety of businesses that operate within different market segments and have different needs. This means we are prepared to take on any challenges that we might face along the way in tech outsourcing. We deal with the customers of the clients operating in:
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SaaS segment
SaaS is one of the fastest- growing and is among the most demanding segments in the modern business world. Hiring one of many tech support companies, for them to support a SaaS product, is now one of the core pillars of success in the SaaS segment. That is why an outsourced technical support team is so important for their success.
The most required services: developing a great self-service knowledge base, providing minimal first response time for any type of communication, 24/7 availability, developing and cultivating a high level of technical knowledge.
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E-commerce segment
No matter how widespread e-commerce seems now, it is only gaining its popularity at the moment. That is why e-commerce businesses are looking for outsourced technical support agents more and more often. And SupportYourApp is happy to provide small and medium-size businesses with all the help they need in order to grow and scale.
The most required services: firewall monitoring, software testing, telecom and ISP services.
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Hospitality segment
What connects the hospitality segment with outsource technical support agencies? They wish to satisfy their customers using every tool at their disposal. That is why, providing outsourced technical support for hospitality segment-operating clients is so important for us, just like any other segment. We want their experience to be superb.
The most required services: protecting the network from possible hacker attacks, developing and testing software that protects and encrypts sensitive data, reviewing PCI DSS compliance, conducting seamless integration with all the back office services.
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Insurance segment
Insurance segment is one of the most competitive fields, with a variety of offers waiting to be bought. Surely, in the present market one needs a lot of time and effort to stand out and offer something new. Something that the customers are going to remember. And outsourced technical support company like SupportYourApp is ready to help you find the niche where your business will have the possibility to develop in accordance with business plan.
The most common services: taking care of the processes set up in your company’s infrastructure, ensuring the safety and proper encryption of all the data as well as the possibility to connect to the servers from anywhere and with any device.
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Service sector
SupportYourApp has a very successful experience of setting up outsourced technical support teams for food delivery startup businesses and restaurants. For sure, providing technical support to businesses operating in a service sector is important because it ensures that their inner processes are smooth enough to deliver a competent level of service.
The most common services: technical support for restaurant management software, tech support for food delivery apps, setting up and maintaining security measures.
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Financial segment
Personal finances is one of the most important and sensitive segments of technical support outsourcing service. Understanding this, SupportYourApp is PCI DSS certified, which means that we can work with the most sensitive financial information of your end users.
The most common services: cloud maintenance, managing secure and sensitive information, setting up and maintaining industry-specific soft- and hardware, providing technical support 24/7/365.
Professional background: how we maintain satisfaction rate by implementing client’s knowledge base
SaaS is one of the most demanding and difficult segments that we provide technical support in. We have clients operating within both — B2B and B2C segments. This means that they have different KPIs and different requirements to what their team should look and perform like. Surely, as an outsource support provider we do everything to keep our clients and their teams satisfied.
The Client: marketing automation platform.
The KPI: customer satisfaction rate not lower than 95%.
The way we ensure that the KPI is maintained: the question might seem hard. After all, a 95 percent satisfaction rate might be pretty hard to set up and maintain. But not for SupportYourApp team. In order to make sure that our teams are up to the clients’ standards we implement a product knowledge base.
What is a knowledge base? It is a set of documents that helps our teams get a deeper knowledge of the product that they support. It can be especially helpful during the integration and setting up process. But, if the customer doesn't already have a knowledge base, we can help develop it, for the future processes to run smoother and much quicker. Thanks to it as well as our extensive expertise in setting up outsourced technical support teams, we have been maintaining a 95 percent customer satisfaction rate for months at end.
Developing a knowledge base for our teams can take up to about 2-3 months — the launch requires not only the members of our teams, but also their Delivery Managers and Team Leads to take part in its development. In this time, a Delivery Manager acts as a facilitator between the team and the client to make sure that the consultants have no unanswered question and that they have all the information to deliver a high level outsourced technical support at any time.
