How It Works

Initial Chat

First things first, you have to decide on whether this service is right for your business at this time, which means you’ll have plenty of questions that need answering. Feel free to get in touch with us about anything.

If you have a very specific requirement for your support operation that isn’t mentioned on our website, don’t hesitate to ask us about it as we can be flexible in the way that we work.

Send us a message and we’ll get back to you within 24 hours and arrange a suitable time for a call (via Slack or Skype, whichever is easiest).

21-Day Free Trial

Once you decide that you want to move forward, we will kick off the 21-day free trial period. At this stage we will learn as much as possible about your products and the common issues that your customers face.

You can have as much or as little input to this stage as you want. If you don’t have the time to be involved, we will take the lead and get the team up to speed on your products.

To make it as easy as possible to get started, we can use your existing helpdesk.

You will get to see very clearly how we work and the level of support that we are able to offer your customers so that there will be no doubts when it comes to moving to the next stage.

There is no obligation to move past the free trial. If you decide it’s not right for you at any time, you can walk away with no questions asked.

We will have a call towards the end of the free trial period to discuss whether or not you would like to move forward.

Find out more about the Onboarding Process here.

The Agreement / SLAs

Before moving into the Business-As-Usual phase, we will generate an agreement for both parties to sign. We have a standard agreement, which is a one-month rolling contract, but we can amend this with any specific requests that you might have.

If you have a specific SLA that you would like to be included, let us know and we will try our best to make it fit.

Business-As-Usual

Once everything has been agreed and we’re both happy to proceed, we’ll move into the business-as-usual phase.

Your support team will be fully managed and you’ll be kept up to date with daily reports on your team’s output, the status of your support operation and any outstanding issues that require attention.

If you want to have more involvement with the management of the team, that’s not a problem. We want to be as flexible as possible in this regard and come up with a way of working that you’re comfortable with.

Each Support Heroes’ replies are checked by our QA team on a weekly basis and the feedback they receive feeds directly into their training and development. All feedback is stored on our QA system which you can access for your team any time.

Find out more about how we manage the team and maintain quality, here.

Escalation

In some cases, it won’t be possible for us to solve a customer’s problem (e.g. a bug in the software or a feature request). In this case, we would escalate the issue to your developers. We can come up with a way to do this that fits into your current process for managing development work.

Getting In Touch

You’ll have an Account Manager whose primary concern is your happiness as our client. You can get in touch about anything that might be worrying you at any time, no matter how small. We’re flexible on communication channels too. We want to make it as easy as possible for you to get in touch with us.

Find out more about that here.

Scaling

We can easily scale your support team as your business grows. Our regular status reports will help to provide an indication of an increasing trend of support demand and we can help you plan accordingly.

There is limited downside to scaling with us as we don’t have any long term contracts, so if support demand slows down, you can just as easily scale the team down with it.

Burst Support

During times of unusually high support demand, for example, after a significant product update, we can provide additional Support Heroes to keep things in check.