CPM

• SolutionsContact Center ServicesBusiness Intelligence SolutionsProfessional B2B Sales & Revenue GenerationPerformance ManagementTechnology & Enhanced ToolsCase Studies
• IndustriesRetail & EcommerceConsumer ElectronicsCrisis Support & Response ManagementRestaurant & AutomotiveEnergy & UtilitiesHealthcareFinancial ServicesDTC Sales

Support Services Group Believes Forging True Partnerships is a Must.

That is why we are laser-focused on providing the right People, Technology, and Solutions, then collaborating with clients to improve the customer journey

Support Services Group began in 1998 with a simple mission – to deliver extraordinary customer care for brands that prioritize customer satisfaction and loyalty SSG offers tailored, Omni-Channel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel and more

In order to provide outstanding customer service support to a broad range of leading global brands, it is essential to have strong language capabilities That is why Support Services Group adds languages and site locations to satisfy demand in emerging markets We currently support over 20 languages and are adding more to accommodate global brands

“At the beginning of the pandemic, our online business grew exponentially.

This resulted in a sudden increase of support interactions and the need to double the size of our team SSG was able to accommodate the numbers we needed, no questions asked! I don’t know how we would have been able to handle these volumes without them!”

Clients and Industries Served

“I am often asked to name our greatest differentiator As cliché as it may sound, I firmly believe that the greatest differentiator for Support Services Group is our people and our culture I certainly welcome anyone to come meet our people and speak to our partners and experience this difference for yourself ” Our goal is to become an extension of the brands we serve We go to great lengths to understand what makes your brand special, then use our experience, technology, and resources to deliver unparalleled customer satisfaction

What Sets Us Apart

Support Services Group customizes our programs to the EXACT requirements and needs of each client Each client is unique, so no two programs are the same

We have ELITE People, ELITE Technology, and ELITE Solutions! Our goal is to drive brand loyalty by providing frictionless interactions based on customer preference In short, we help customers where and how they want to be helped If that means a chat one day, SMS the next, and a follow-up call the day after that, SSG will handle each interaction with ease because our Omni-channel solution is seamless and intuitive

Support Services Group offers an integrated support system, tailored to our clients’ diverse needs, covering a wide range of operation sizes

Our Professional B2B Services are designed to assist in developing lead and revenue generation for businesses

Support Services Group’s Business Intelligence Solutions offering provides meaningful and actionable data that drives continuous improvement

Our sophisticated multi-dimensional workforce tool is a management mechanism for a wide range of contact channels, media, and skills

Support Services Group Wins Big in 2022 Stevie® Awards for Sales & Customer Service with 13 Stevie® Awards and a Grand Stevie® Award

Luxury Fashion Brand and SSG – True Partnership Lifecycle

✓ Self-help resolution increased from 33% to 55%

✓ Callers requesting a live agent dropped from 67% to 45%

✓ The WISMO application freed up Style Consultants for more high-touch interactions

Channel Strategy Clears Backlog for Retail Client

✓ 100% agent retention through ramp ✓ Emails handled per hour increased by 14% ✓ Email AHT reduced by 10% ✓ QA scores increased from 94 6 to 97 1%