Extended Support Team (XST)

We Can Build Positive Technical Support for Your Software
to Enable Happy Customers.

Good technical support also means successful deployments, increased adoption and consumption of your products, and customer satisfaction and retention. But delivering high quality technical support on a 24×7 global basis is hard to do on your own. That’s where ServiceRocket can help. We live and breathe support. We have extensive experience running global support operations and provide the following services for companies like yours:

Visit the Case Study to learn more about how ServiceRocket Support Services helped Atlassian.

Support Services Overview

Global Support Strategy Development

Need to accelerate your support business but lack bandwidth or expertise running a global support organization? Let ServiceRocket help you. Engagements leverage the ServiceRocket Customer Success Lifecycle™ methodology and include:

  • Access to seasoned technical support industry executives who will discuss your business objectives, support needs and key performance indicators.
  • Creation of a comprehensive technical support strategy and rollout plan that spans the full lifecycle of your product portfolio.
  • Recommended support systems including knowledge tracking and help desk software.
  • Best practices for staffing and managing a global 24×7 customer support coverage model.
  • Best practices for marketing and selling technical support offerings.

Global Support Delivery

Need to provide 24×7 “follow the sun” technical support but lack the trained resources or international footprint to deliver it? Let us do it for you, as we have with leading software companies Atlassian, Adobe, Puppet and Sauce Labs. Engagements include:

  • Experienced customer support director who will work with you to build a global 24×7 technical support plan.
  • Dedicated support staff at ServiceRocket’s global offices in Australia, Chile, Malaysia and the United States.
  • All customer support staff assigned to your team have deep technical skills and will undergo extensive training on your software products.
  • All customer support staff will be fully dedicated to supporting your customers only.
  • Fully branded customer experience. All support staff will represent themselves as part of your customer support organization.

Support Systems Implementation

Our experience delivering global support for the world's leading software companies has granted us unique insight to implement support systems in an efficient and scalable way. We're only successful when the support team meets the highest expectations held by your customers.

  • Dedicated and experienced project manager who will analyze your customer support requirements and build a project implementation plan.
  • Expert implementation team that consistently meets or exceed delivery deadlines.
  • Comprehensive training for your customer support staff.
  • Best practices for identifying, monitoring and improving key performance indicators for your support organization.

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This inquiry relates to building a support services function for your software or technology.
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