Implementation & Configuration Services +
24/7 Live Agents + On-Demand Virtual Assistants
Our Unique Service Delivery Model: Shared Support as-a-Service (SSaaS)
Sirius offers a unique brand of Shared Support Services designed to allow any size business to deliver world-class customer support/customer service no matter what time of day it is. We understand the importance of being able to provide immediate and accurate answers even when volumes don’t necessarily warrant dedicated agents and infrastructure.
The beauty of our SSaaS model is that the agents on our 24/7 team are able to come up to speed quickly on new products and services they support.
With that, we can typically go live with new customers within a matter of 24 to 48 hours.
Our suite of services designed specifically for tawk.to customers includes:
Implementation & Configuration Services
No matter if you are a long time tawk.to customer or just getting started, our team of Customer Experience Consultants can set you and your up for success.
Our team of tawk.to experts will evaluate your live chat widget, knowledge base, and CRM settings and suggest best practices on how you can serve all visitors to your site.
24/7 Live Support
Our team agents can be the first point of contact for all pre-sales and order support inquiries around the clock, or we can take over on nights and weekends when you log off for the day. Either way, we’ll work seamlessly with your internal customer service team to deliver a world-class customer experience.
Our agents will have ready access to all of your product info and FAQs and act as an extension of your brand.
On-Demand Virtual Assistant (VA) Services
If your company is like most, your systems are a patchwork of homegrown and off-the-shelf solutions and are not fully integrated. As a result, you likely have pockets of repetitive work (think data validation and re-entry, file manipulation and upload, etc.) that are necessary just to keep your systems in sync and teams aligned.
Our Process Consultants can help document these tasks, create SOPs, and train our shared service team to take this work off your plate.
CX Starter Kit
CX Software Configuration +
On-Demand VA Services
- Install and configure a new custom tawk.to Chat Widget, Knowledge Base, Product FAQs, and Contacts database.
- And/or evaluate and optimize existing tawk.to Chat Widget, Knowledge Base, Product FAQs, and Contacts database.
- One-time fee includes $100 credit toward On-Demand VA Services and/or future Support Services.
24/7 Chat & Email Support +
On-Demand VA Services
- 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.
24/7 Chat, Voice & Email
Support + VA Services
- 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.
Frequently Asked Questions (FAQs)
It could be email, chat, ticket, or phone support. Or a combination of all.
Yes, we have a group of agents who will be trained to support your company during business and after hours.
We will start collecting the flat rate of $250 or the value of the package that you chose.
We can be up and running tomorrow if that’s what you need, as long as we have the training materials and tools to get you started. We can have someone to be on a call with you to discuss the needs and be on the way to serve your customer with a world-class customer experience.
That is easy. We have dedicated agents available if you have a higher volume or more complex support requirements. There will just be an extra fee for every additional support needed from us.
*Start a chat conversation to receive a detailed “On-Back Office Services” and “Live Support” price list.
Note: Any unused credits from the above packages will carry forward and can be banked for
future projects, seasonal spikes, or additional VA services.
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.
CO-FOUNDER & CEO
Experienced global services leader with a track record of improving team performance and customer satisfaction whilst also managing a P&L.
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.