CX Software + 24/7 Live Support
+ On Demand VA Services
Our Unique Service Delivery Model: Shared Support as-a-Service (SSaaS)
Sirius Support offers a unique brand of Shared Support Services designed specifically for early stage eCommerce and fast growing B2B SaaS companies. We understand the importance of being able to provide exceptional and immediate support to your customers even when volumes don’t warrant dedicated agents and infrastructure.
The beauty of our SSaaS model is that our 24/7 team is already in place and can come up to speed on your particular product niche quickly. Not only can they provide real-time chat and voice support to your customers, they are well versed in Shopify and can do help with all back office work necessary to keep your store up and running smoothly.
We’ve designed a suite of services specifically for Drop Ship Lifestyle members. To include:
CX SOFTWARE
We’ve partnered with tawk.to, the leading Live Chat software on the planet. Their FREE communication platform powers over 7.5 million businesses worldwide.
Our team of implementation experts will install and configure the live chat widget, knowledge base, and Shopify integration on your store.
24/7 Live Support
Our team of around-the-clock agents will be the first point of contact for all pre-sales and order support inquiries. Working seamlessly with your internal team, their primary goal will be to deliver a world-class customer experience for everyone coming to your store.
They will have ready access to all of your product info and FAQs and will be acting as an extension of your brand.
On-Demand VA Services
We know that running a profitable drop shipping business takes considerable time and effort. There are daily, weekly and monthly tasks that have to be completed to keep the profits flowing. Many of these tasks are monotonous and/or require a certain amount of of technical savvy.
Our SSaaS team includes Shopify gurus and technical experts that will act as your back office and keep your operation running smoothly.
MEMBER PRICING
Shared Support-as-a-Service
Pre-Launch
Starter Kit
CX Software Configuration +
On-Demand VA Services
$150
One Time
Charge
- Install and configure a custom Chat Widget, Knowledge Base, Product FAQs, and Contacts database.
- One-time fee includes $100 credit toward On-Demand VA Services* and/or future Live Support Services*.
- Potential On-Demand VA Services to be completed in the pre-launch phase:
- Niche, Competitor, and/or Supplier research
- Shopify Collection, Product, and/or Page creation.
- Master product spreadsheet creation
- Etc.
Essential Support
24/7 Live Chat Support
+ On-Demand VA Services
$250
Per Month
Billed Monthly
- Monitor all customer site visits and provide pre-sale product support for engaged shoppers via Chat Widget.
- Provide post-sales order and customer support for all customers via email and/or Chat Widget.
- Monthly fee includes $200 credit toward Live Support Services & On-Demand VA Services.
- Potential On-Demand VA Services to be completed in the post-launch phase:
- Shopify Collection, Product, and/or Page creation.
- Master product spreadsheet creation/maintenance
- Additional Shopify admin/store maintenance.
Premium Support
24/7 Live Chat & Voice Support + On-Demand VA Services
$500
Per Month
Billed Monthly
- Monitor all customer site visits and provide pre-sale product support for engaged shoppers via Chat Widget including Voice Chat and Screen Share functionality.
- Provide post-sales orders and customer support for all customers via email, chat, and voice support.
- Monthly fee includes $400 credit toward Live Support Services & On-Demand VA Services.
Note: Any unused credits from any package will carry forward and can be banked for future projects, seasonal spikes, or additional Pre-Launch Starter Kits.
*Start a chat conversation to receive a detailed “On-Demand VA” and “Live Support” price list.
OUR STORY
The origins of Sirius Support and our unique Shared Support-as-a-Service model started when our co-founders, Craig Mills, and Peter Fernandez, met while were working for a US-based Private Equity firm. The company they worked for, ESW Capital, was on a buying spree, acquiring financially struggling SaaS companies, at a rate of at least one new company per week.
Craig Mills
CO-FOUNDER & CEO
Experienced global services leader with a track record of improving team performance and customer satisfaction whilst also managing a P&L.
Peter Fernandez
CO-FOUNDER & COO
Strategic, operational leader with extensive customer experience design and business process improvement experience.
300+ AGENTS/100+ PRODUCTS
At the height of the project, Craig and Peter led multiple teams totaling 300+ FTE (working 100% remotely in a pre-COVID world), supporting an eclectic mix of 100+ unrelated software assets. During this period, they perfected their ability to:
- Recruit great support agents worldwide and cross-train them to support multiple products.
- Quickly capture documents, and publish product and process knowledge into a well-organized and easy-to-consume structure so agents can solve problems.
Throughout the organization, there was a constant drive to reduce the cost of service delivery while improving customer satisfaction. This led to an ethos of continual process improvement, perpetual agent training, and an ingrained quality-first approach. All of the above was driven to benefit ESW Capital and its portfolio companies.
A STAR IS BORN
Having seen this framework delivers exceptional results in PE, in the summer of 2019, Craig and Peter decided to break out on their own by forming Sirius Support and took on the mission of disrupting the traditional outsourcing model. Today Sirius Support has 100+ agents on SSaaS teams (Global Remote & US Remote) and dozens more on dedicated teams supporting great companies worldwide.
Clients past and present.
