So how does this all work?

Once someone (hopefully you!) decides to work with us, we'll have a team leader go through your inbox, the recording of our calls, and any notes we have on your account to craft a list of details for the ideal candidate. We'll then go through our shortlist of top candidates, choose the one that we think would be the best fit for your account, and then run them through our internal new-hire bootcamp.

This process usually takes around 2-3 weeks and we'll then have a kickoff with your team where someone from your team would provide initial inbox training. Our agent will then prepare responses in draft mode and once a good rhythm of responses is established, can answer tickets live once you & your team feel good about it.

What's the minimum commitment period?

We're a believer of aligned incentives and view each month as an investment from your team in ours. As such, we don't have any minimum duration that we force someone to commit to. That said, we do think it takes at least 3 months for our agents to integrate into your team and reach peak productivity.

What's your pricing?

Customer support is $2,500-$3,000/month (based on technical complexity), back-office support is $2,500, and customer success is $5k/month. Pricing scales down with volume (multiple agents). Pricing is based on full time hours.

Which days & time zones do you cover?

We're currently capable of covering any time zone and can handle any day of the week. Most of our clients prefer 9am to 5pm Eastern Time.

What services do you provide?

We provide both technical and non-technical customer support. This includes handling support via phone, live chat, and email. Our team is used to working within Intercom, Zendesk, HelpScout, and virtually any other helpdesk software. We can also help you roll out an improved customer support knowledge base that’s both a training asset and improves your customer’s self-service experience.

In addition to providing frontline communication with your clients, we’ve trained our team to help elevate the organization & efficiency of your support inbox, as well as contribute towards knowledge base articles for your clients to have an improved self-service experience. 

We don’t only provide support and success services. Based on support demand, your agent is also capable of handling back office and administrative duties. We hire competent team members that are well-versed and capable to help you with multiple time-draining tasks.

What else can my agents do?

In addition to providing frontline communication with your clients, we’ve trained our team to help elevate the organization & efficiency of your support inbox, as well as contribute towards knowledge base articles for your clients to have an improved self-service experience. 

We don’t only provide support and success services. Based on support demand, your agent is also capable of handling back office and administrative duties. We hire competent team members that are well-versed and capable to help you with multiple time-draining tasks.

Do you hire in the US only or also internationally?

Both. We hire amazing talent from all over the world. The majority of our team is based overseas, however, we do hire in the US, based on the needs of our clients.

Once I’m ready to go, how long will it take to start service?

Once you give us the green light, we’ll immediately kick off the process of assembling your team. We take into consideration your unique needs and asks. We also keep a pre-vetted list of amazing candidates to accelerate this process. That said, you can expect the process to take an average of 3 weeks for teams less than five, and slightly longer for larger teams.

How much money can I save by outsourcing vs hiring internally?

This, of course, depends on the role, but in short–a lot.

While we pay our team members above-market rates for their local areas, we notice our current clients experiencing increased revenue & reduced costs through a combination of increased productivity from their existing team after we take over their support challenges & us being more cost-effective than local hires. This is especially true once you take into account the fully loaded cost of hiring full-time employees locally.

The amount we quote you is the amount you’ll pay (forget about adding 30% on top of an employee’s salary to cover benefits). All said, our clients save around 40%+ working with us vs hiring direct. That really adds up, especially at scale.

Can’t I just hire my own overseas talent and save the cost?

Totally! But it’s difficult.

We recruit in multiple countries and carefully sift through thousands of applications. Our standards are high, and we imagine yours are too. We only hire the top 0.7% of those that apply. We spend a significant amount of time (and money) recruiting, vetting, interviewing, and hiring top talent. 

Additionally, we provide leadership and management over the team (so you don’t have to). This is another added expense and a significant investment of time.

I’m concerned about my company culture. Will your agents feel like part of my team?

That’s a valid concern and one we talk frequently about with our clients. The short answer is yes, your agents will be fully integrated into your team. We have multiple clients who were skeptical about this early on, but it’s worked out beautifully!

We want you to feel comfortable and like we’re assisting you (not just taking over). We’ll recruit top talent for you, but you’re also welcome to interview the team members we select and offer your final approval. 

We carefully vet and hire top talent, and we lead and manage them too. However, your agents will proudly represent your company and adapt to your culture. We’re here to meet your needs and we recognize how important cultural integration is. Your agents will happily attend your company meetings, interact with their colleagues at your organization, and interact socially on Slack (or similar) as part of the team.

How does the initial training work?

We ask you to provide the initial training to your new team of agents. After that, we’ll take it from there. After the initial training, our team will handle training for future team members as your support needs grow over time.

Aside from cost savings, what are the benefits of working with you vs hiring internally?

There are many benefits. The most often cited to us by our clients are:

-We skillfully recruit, vet, and hire top talent (only .5% of applicants make the cut). This process is arduous, expensive, and time-consuming. Harvard has a higher acceptance rate than we do.

-We provide internal customer experience training prior to your agents ever hitting your account. This includes training in customer support, grammar, writing structure, empathy, tone, team communication, and many other relevant areas. 

-After you provide the initial training, we help you scale faster by handling the training of future agents.

-We also train at least one backup agent on your account. That means when someone on your team is sick or on vacation, there is someone trained and ready to step in. This gives you margin and continuous support up-time. 

-We provide leadership and management over your team of agents. You’ll have a dedicated team leader assigned to your account. This person ensures all the team members are delivering their very best performance day in and day out. 

-We handle all payroll and benefits so you don’t have to.

Do you have any guarantees?

We're proud of our offering and offer a 100% no-questions-asked guarantee if you aren't satisfied with our quality of service within the first 45 days. You say the word and we’ll give you your money back.

What about NDAs?

If your team would like for us to sign NDAs, we'd be happy to.

Do you have liability insurance?

Yes, we do, in the amount of $2mm per occurrence and $4mm aggregate.

What if I want to stay close to the ground?

We appreciate it when founders like to be on the frontline. Our team members are trained to collect actionable feedback & suggestions from your customers and to make sure you never miss it. This way, you can enjoy more focus on other parts of your business without losing context with your customers.

I have questions related to SaaS or business in general, but unrelated to support.

Try us :) We'd love to meet you and "talk shop." Book a call or email us at info@xfusion.io