Customer Support
Our Support Service
xFactory offers a comprehensive suite of support services, including phone, email, and chat support via CRM.
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Our team of experienced and friendly support agents are available 24/7 across different timezones to assist your customers with any issues they may encounter. Whether they need help setting up their account, have questions about billing or subscriptions, or require technical assistance, our agents are always ready to help.
We can assist in integrating a CRM for you or we can use your existing CRM to review and ensure that all customer data is stored, organized and easily accessible. This allows for personalized support and efficient issue resolution.
Stats We're Proud Of
Phone support satisfaction:
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Average satisfaction rating: 8.5 out of 10
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Average hold time: 2 minutes
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Average talk time: 10 minutes
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Average first call resolution rate: 78%
Email support satisfaction:
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Average satisfaction rating: 8 out of 10
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Average response time: 24 hours
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Average resolution time: 2 days
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Average first response resolution rate: 75%
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Online chat support (CRM) satisfaction:
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Average satisfaction rating: 9 out of 10
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Average wait time: 30 seconds
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Average chat time: 10 minutes
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Average first chat resolution rate: 82%
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It's important to note that these statistics can vary widely depending on the industry, company, and customer demographics. However, these numbers can provide a general idea of what to expect from our customer support channels.
CRMs We're Experts In
We are experts in choosing, integrating, utilizing and training your organization with the most popular Customer Relationship Management systems.
Frequently Asked Questions
Welcome to our Customer Support FAQ! Here, you'll find answers to many of the common questions we receive about our services. If you can't find what you're looking for here, please don't hesitate to contact us directly.
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How are you able to offer customer support 24/7?xFactory has built strong relationships with third-party organizations located in NAFTA, LATAM, AMEA, EMEA, and APAC to provide support 24/7/365 in 8 different languages including: English, Spanish, Italian, Bengali, Hindi, Mandarin Chinese, French and Japanese
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Am I able to select certain customer support types?Yes, definitely. xFactory is focused on filling any particular gaps or areas of growth you require. You do not need to use xFactory for all of your customer support streams. We are able to offer telephone, email, and CRM/online support separately or together.
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How do you determine price for customer support?xFactory will consider the following... Your business size # of requests you typically receive monthly Average response time preference The support mediums you'd like assistance with # of support agents There are other factors but most importantly, we will consider your budget to ensure we find a price that works best for you. Book a time with us now, to discuss!
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How can xFactory help with CRMs?Do you have an existing CRM? xFactory can offer a review of your integration and suggest and implement efficiencies to better utilize your existing system. Do you want to setup a CRM? xFactory can help you decide on the best fit CRM for your business needs and can integrate and train you and your team to use it. Our team has over 6 years of experience in implementing and managing CRMs.
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How does xFactory bill for customer support services?Customer support services are billed monthly. There are no contracts, allowing you to cancel when you no longer require our assistance.
