Support Syndicate
visit site- Undisclosed
- 2 - 9 employees
- Denver, CO
Client Insights
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Clients
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Highlights from Recent Projects
Support Syndicate was hired by a software development company to handle their end-to-end customer support operations. The company's goal was to provide faster, more consistent customer support, reduce response times, and improve user satisfaction. The scope of work involved responding to support tickets, live chats, and emails from users on their SaaS platform. Support Syndicate also helped onboard new clients, answered product-related queries, resolved technical issues, and escalated complex cases to the internal team. They provided daily customer support coverage across multiple time zones and ensured response and resolution of support tickets within agreed SLAs. The project had 40 Support Syndicate teammates assigned.
In addition to handling customer interactions, Support Syndicate also provided valuable insights into recurring user issues, helping the software development company to improve their product and documentation. They maintained SLAs for response and resolution times, used the company's existing helpdesk tools, and ensured consistent communication with customers. Key deliverables included weekly reports on support trends and customer feedback, and collaboration with the company's internal tech team for escalations. The company found Support Syndicate through an online search and chose them over others due to their high ratings, budget-friendly pricing, good value for cost, and aligned company values.