Your customers are the backbone of your business. It’s necessary for customer service to be at the forefront of your business at all times. A happy customer equals a customer for life, queue Customer Support as a Service.
Support Llama understands how challenging it can be to find customer support specialists who care about your business and customers as much as you do. It’s also challenging to find the time to answer customer questions and concerns as quickly as they deserve.
That’s precisely why we created Support Llama, an all-in-one customizable Customer Support as a Service solution for your business.
What is Customer Support as a Service?
Support as a Service is a customer service solution for businesses. Companies who use customer service as a service want to outsource their customer or technical support operations to a dedicated team of individuals. These individuals go through a strict training process and learn about your brand’s mission and voice to provide the best support possible to your customers.
You can use Customer Support as a Service for SAAS companies, marketing agencies, retail companies, and other businesses in virtually any industry. Customer Support as a Service for apps, websites, and other digital companies can boost customer service responses and fulfillment more efficiently than an in-house support team thanks to flexible solutions that match your company’s needs.
Types of Customer Support as a Service
When you use Support as a Service with Support Llama, your customers will have 24/7 access to support through your most popular contact channels, like:
Email and Ticket Support
Consumers want to communicate with a company promptly when they have an issue that requires customer support. Email is often the most convenient, beating other support channels, like phone, live chat, and Facebook Messenger, which require a time investment and ongoing conversation.
Your business needs email support, but answering customer emails can indeed become time-consuming for a small support team. Support Llama offers both email and ticket support systems for your business with a group of dedicated individuals who care as much about tone, helpfulness, punctuation, spelling, and accuracy as you do.
You can count on your team to pay attention to the details in every email or support ticket, just as you would in your business-to-consumer communications. Our comprehensive training materials, review system, and onboarding process ensure that your customers get their problems handled efficiently with the form of communication they rely on most.
Phone
Digital forms of communication are taking over, but according to Statista, phone support is still the top customer service preference for 39 percent of consumers. Customers still want human interactions to resolve their problems, and phone support can be vital in assisting with issues that require account information and identity verification.
Our phone support solutions don’t include frustrating automated menus, difficult to understand accents, or long wait times that drive customers away before they get their issues resolved. Our friendly support agents train to provide friendly, authentic service – and they’re all native English speakers who communicate clearly and empathetically with your customers.
Live Chat
Although not all generations prefer contacting a company through live chat, at least 16 percent find such communication ideal. Millennials, in particular, prefer getting tasks done quickly, especially when it comes to getting the answers they need. Live chat keeps your customers in the loop consistently, giving them around-the-clock access to a helpful and knowledgeable support person with a few taps of their phone or keyboard.
Our live chat professionals answer new requests quickly and issue personable, custom responses for your customers as efficiently as possible. Having a live chat team on your side can help you handle everything from billing questions to technical support.
Social Media
With more than two billion active monthly Facebook users and 330 million active monthly Twitter users, the social media giants can’t be ignored in the customer service realm. Tech-savvy customers expect to be able to reach out to you on your social media channels for responses to simple questions that don’t require in-depth account information.
At Support Llama, we handle your customer support on Facebook and Twitter by responding to tagged or direct messages to assist customers efficiently.
The Benefits of Support as a Service
Support as a Service is something businesses of all types can use to be more available to customers when they need them most. There is a great review of Support Llama’s services by Tech Wagyu that goes further in-depth. Some of the many benefits that the Support Llama team can offer your business include:
Thoroughly Trained Customer and Technical Support Professionals
The professionals we add to your team aren’t just any customer and technical support specialists. We manage and train them on our detailed standards and yours.
That’s right – they go through the onboarding process with you to make sure they understand your brand’s voice and tone before they speak or chat with your customers. Our dedicated professionals know the importance of their work and how it translates to providing only the very best interactions to our clients’ customers.
Humans, Not Robots
We pride ourselves on delivering an authentic interaction experience to each one of your customers that contacts your business. Our professionals are real people, not robots, so your customers can enjoy real engagement instead of talking to a computer and endlessly pressing through automated menus to find the right option.
Your customer support team will also have only native English speakers that provide clear communication to every customer that contacts you, whether they choose to make a phone call, send an email, or message through a live chat system.
Customer Service Monitoring
Support Llama works with your support system, like HelpScout or Zendesk, so that you can see every interaction your dedicated support professionals have with your customers. You can monitor what we do with your customers anytime, anywhere, by signing into your dashboard.
Our support agents have full training with the most popular tech platforms to ensure that they can handle customer support tickets efficiently.
Time-Saving Support Strategies
When you choose Support Llama for your Support as a Service needs, you’re choosing a company that wants to help you save time. Outsourcing customer support work frees up a lot of time that you can spend working on your business in other ways – without leaving your customers in the dust.
If you notice that customers leave their carts abandoned on your website or frequently email you with questions about your products, Support as a Service from Support Llama can help. We staff your support team with as many professionals as you need to give you quicker customer response times and resolved inquiries, leading to higher customer satisfaction with more time on your hands.
Around-the-Clock Support
Our agents are available 24/7 to assist customers when they need it most. Busier on weekends than throughout the week? We’ve got you covered with extra team members on the weekends. Have customers who live internationally? Your team members can be available to assist customers in any time zone.
In other words, you let us know when we need to be available for you, and we’ll make it happen.
Custom-Tailored Business Solutions
We know that business isn’t a one-size-fits-all thing. That’s why our Support as a Service packages aren’t one-size-fits-all, either. We custom-fit our solutions to your company and customers, giving you a service that genuinely feels like we made it for you.
We’ll ask a lot of questions during our onboarding process to make sure we understand what you do and what your customers expect. Then, we’ll talk about what package, add-ons, and custom solutions we can offer you to get the job done.
Comprehensive Onboarding
We love our onboarding process, and so do our clients! During onboarding, we’ll get to know you on a deeper level, so we can flesh out a customer support solution that will work.
Unlike other companies that complete onboarding in a day, our onboarding process takes five days. During that time, we gather critical information about your business, customers, mission, tone, and voice, and we relay that information to our support agents. Then, we train them on everything they need to know about your company to provide outstanding customer support through every interaction.
We have even helped provide support for blogs such as Tech Wagyu.
Flexible Support as a Service Pricing
Support Llama has pricing options that work for any business, from small startups to enterprises with frequent customer service requests, that we design to scale with your business. Our packages give your business a comprehensive solution for customer and technical support, including:
- Live chat support
- Email and ticketing support
- Quality assurance processes
- Support documentation
We also have optional add-on services, like phone support and Tier 2 escalation, to meet the needs of all customers. Our plans start at $360 and 200 support messages per month.
Get Started with Support as a Service for Your Business
Whether you need help setting appointments for leads, making sales, or answering customer questions, Support Llama has a solution. Our Customer Support as a Service packages include everything you need to handle inquiries or troubleshoot problems with a dedicated support team on your side.
We invite you to try our free trial to learn how everything works before diving in, and we’ll set up a quick phone call to show you the ropes. Now that’s what we call customer service!
