our
L1 & L2 Support
Power up
PowerUp
L1 & L2 Support
nazaríes' Customer Success service enables B2B or B2B2C companies, especially SaaS businesses, to outsource customer support services (company). From a strategic standpoint, this helps accelerate growth and international expansion.
Providing technical support to professional SaaS users is often an unexpected challenge for companies. Allocating resources to customer service (L1) and resolving technical issues (L2) involves not only dedicating staff capable of assisting customers in multiple languages and time zones, but also having the necessary tools and team management. This task consumes significant resources for companies whose focus is growth.
Our Customer Success PowerUp offers companies:
- The ability to serve their B2B customers in multiple languages and time zones, not only supporting new customers but also facilitating international expansion and growth in new markets.
- A substantial improvement in customer satisfaction metrics.
- The elimination of the complexities of managing CS teams, which are often part of the "core business" of these companies. This includes outsourcing needs such as schedule management, hiring diverse profiles, payroll control or management across different geographic regions, and more.
- Comprehensive team management, including result metrics, backup staff for work peaks, or vacation coverage.
- The ability to detect and document potential platform bugs or errors, ensuring they reach developers documented and ready to be integrated into the company’s internal processes.
But, above all, it provides the peace of mind knowing that customer service is in the best hands and that this support will be a significant driver of the company’s growth rather than a hindrance.
Additionally, nazaríes’ CS team is not just customer support, but thanks to their deep knowledge of the platform and industry, they can provide structured feedback for improvements or adjustments, allowing the company to grow solidly.
make
THE MOST OF
YOUR PRODUCT
Discover the different services this PowerUp can offer to take your product to the next level.
Level L1:
- Assistance for configurations and minor issues that can be resolved on the first contact.
- Support via phone, ticket, or email.
- Non-technical team with deep knowledge of the tool.
Level L2: (technical issues, bugs…)
- Assistance for errors or bugs, handled by a team with technical expertise and in-depth knowledge of the solution, along with monitoring and analysis of errors to resolve the issue.
- Documented escalation: documentation of the issue and data analysis for escalation to development teams.
- Functional QA: ability to manage manual QA services.
Common to Both Levels
- Phone support with a number and system provided by Nazaríes or the client.
- Support via email or ticketing system provided by Nazaríes or the client.
- 24/7 support, when necessary.
- Support in multiple languages and the ability to add new languages as required by the client.
- Defined schedules and availability for each project.
- Quantitative metrics (number of support cases, response time…) and quality metrics (most common errors).
- Qualitative metrics: structured and documented feedback on the handled support cases.