Helping the world’s fastest growing companies solve for scale with tech-enabled people solutions. 🚀 #Outsourcing2pointOh
Joined March 2015
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13 Aug 2024
We're THRILLED to be included for the 6th time on the @Inc #Inc5000 list for 2024! 🎉
With 231% 3-year growth, @SupportNinja is ranked No. 2254.
Learn more 👀
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#SupportNinja #Outsourcing2pointOh #Outsourcing #BusinessGrowth
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Jun 12
Outsourcing expectations have changed. Capacity alone is no longer enough. 👀
Organizations want partners who bring expertise, technology, and measurable impact.
Customer satisfaction, growth, and long-term value now matter more than volume alone. 📊
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Jun 12
Customer lifetime value grows through small decisions:
👉 Discovering a feature
👉 Exploring a new capability
👉 Expanding adoption
👉 Solving the right problem at the right time
Those moments add up to retention, expansion, and long-term growth.
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Jun 10
Customer onboarding is getting more executive attention. 📈
Why? Because after acquisition, growth depends on helping customers reach value faster, adopt more, and stay engaged.
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Jun 10
Most organizations have moved beyond asking, “Should we use AI?”
The harder question is: why does progress stall after the early wins? ⚠️
The gap between experimentation and scalable execution is where many teams lose momentum.
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Jun 10
What’s the biggest mistake companies make with freemium models? 🤔
Too much focus goes to acquiring users, not enough to helping them find value and stay engaged.
Customer lifetime value changes the conversation.
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If your customer base doubled tomorrow, what would break first? 🤔
SupportNinja and CMSWire are hosting a webinar on five questions to help leaders pressure-test whether their CX operation is ready for 2026.
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A SupportNinja mystery shop found the same CX friction across 4 ecommerce brands: unclear returns, slow social responses, checkout issues, and support teams without the right data.
One stood out by making bot-first support feel human. 🤖🤝👩🏿💻
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CX friction is often easier to feel than it is to measure.
The challenge? Turning those customer pain points into signals you can actually track. Metrics, behavioral analytics, direct feedback can help reveal where customers are struggling and why.
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11
AI implementation shouldn’t start with tools.
The real early wins come from operational groundwork:
• Clean data
• Mapped workflows
• Clear ownership
• AI usage audits
• CX metrics before launch
SupportNinja CEO Craig Crisler explains why:
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AI doesn’t need more sensitive data “just in case.”
SupportNinja CTO Ken Braatz makes the case for using clean, connected, non-sensitive data instead.
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Adding more CX tools won’t help if agents can’t use them in flow.
SupportNinja’s NinjaAI Hub brings your existing stack into one Chrome-based workspace:
• No tab switching
• No hunting for links
• Faster resolutions, higher-quality support
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Big growth brings big problems if your ops can’t keep up. 😱
This AI company faced 1,000 customer inquiries in just 4 days.
SupportNinja helped:
✅ Resolve the backlog
✅ Eliminate manual data entry
✅ Improve CX with CRM integration
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Inclusive teams deliver more than goodwill — they deliver results.
As SupportNinja CEO Craig Crisler shared:
❝When people feel respected, included and empowered, they contribute their best work. That’s not politics—it’s just good business.❞
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One of the clearest findings from SupportNinja’s digital fitness mystery shop:
Customers rarely care whether an answer comes from a bot or a human. They care whether they ✨get✨ an answer.
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😱 One platform earned positive marks in SupportNinja's fitness app mystery shop by clearly explaining that Facebook messages aren’t monitored and directing users to the right place for help.
Clear expectations reduce friction.
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How much effort should a customer expend before deciding whether your product is right for them?
🤔
SupportNinja mystery shopped four digital fitness platforms.
The strongest experiences reduced uncertainty early.
The weakest created more of it.
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What’s the hardest part of a customer journey to get right?
SupportNinja mystery shopped four digital fitness platforms.
The strongest experiences helped users move forward with confidence.
The weakest left them guessing.
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May 29
Most outsourcing vendor evaluations still focus on cost, staffing, and short-term operational needs.
But long-term value often comes down to two overlooked factors:
▶️ Flexibility
▶️ Tech enablement
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May 28
Beyond cost and headcount, two factors shape long-term outsourcing value: flexibility and tech enablement.
That’s the lens behind SupportNinja’s outsourcing partner matrix.
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May 27
Price will always matter.
But low-cost outsourcing models often create expensive operational problems later through rigid workflows, inconsistent CX, and slower adaptation as the business evolves.
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