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General FAQs
Everything you need to know about how our service works. Can't find an answer?
What types of businesses do you work with?
We partner with businesses of all sizes across a variety of industries, helping them optimize their customer support and experience operations.
How do I get started with Solidified Support?
Simply reach out to us via our contact page to schedule a consultation. We’ll assess your needs and provide you with tailored recommendations to enhance your customer service operations.
Do you offer any tutorials or training?
Yes, we provide a comprehensive knowledge base, video tutorials, and live webinars to help you get started.
What sets Solidified Support apart from other consulting firms?
Our approach is fully customized to your unique business needs. We focus on both operational efficiency and customer experience, offering end-to-end support from strategy development to system implementation. We consider our clients success to be instrumental to our own and strive to develop long lasting and fruitful relationships
Consulting & Strategy
Here is what we provide and how we make our impact. Still have questions?
What is your process for building a customer support department from the ground up?
We start by assessing your current operations, identifying gaps, and then create a tailored roadmap that includes department setup, technology implementation, and ongoing support. We work alongside your team to ensure a smooth transition.
How can your consulting services improve my team’s efficiency?
Through a combination of process audits, expert guidance, and the implementation of streamlined strategies, we help your team operate more effectively while reducing bottlenecks and improving customer satisfaction.
CRM & SaaS Support
Everything you need to know about how our CRM & SaaS support work. Can't find an answer?
Which CRM and SaaS platforms do you specialize in?
We have expertise in a wide range of platforms including Salesforce Service Cloud, Freshdesk, Zendesk, HubSpot, Zoho, Slack, Microsoft Teams, and many more, ensuring seamless integration with your existing systems.
How does the onboarding process work for new CRM systems?
Our onboarding process includes team training, system setup, and integration with your existing workflows. We ensure that your team understands the new system and is comfortable using it from day one.
Data Migration
Everything you need to know about how our data migration services work. Need more information?
What kind of data can you help migrate?
We assist in migrating various types of data, including customer contact lists, product assets, support tickets, historical interactions, and more, ensuring a smooth transition with minimal disruption.
How do you ensure data security during migration?
We follow strict security protocols and industry standards during the migration process to ensure that your data remains protected. We also perform data validation to confirm the accuracy and integrity of the migration.
AI Solutions
Everything you need to know about how we're integrating the latest AI solutions in to your support pipeline. Want to know more?
AI-driven chatbots and virtual agents help reduce response times, improve customer satisfaction, and enhance operational efficiency by automating common inquiries and offering 24/7 support to customers. By eliminating all of the easy, redundant, and time consuming tasks at your service desk, you enable your team to focus on complex matters and improve overall customer satisfaction. You also save the business money!
How do AI-powered chatbots and virtual agents benefit my business?
Will AI solutions replace my support agents?
No, not necessarily. AI solutions are designed to complement your existing support team. They handle repetitive tasks, allowing your agents to focus on more complex issues and ensuring your team is working at peak efficiency. Depending on your business needs, you may find the most effective strategy uses a combination of AI powered solutions as your primary line of support.
Knowledge Base & Self-Service
Here is how our Knowledge base creation and Self Service integrations work. Want to know more?
How does a knowledge base help reduce case volume?
By providing your customers with easy-to-access, comprehensive self-service resources, a well-organized knowledge base allows customers to find solutions independently, reducing the need for direct support interactions.
What’s the difference between a knowledge base and an FAQ?
A knowledge base is an in-depth resource with detailed articles, guides, and troubleshooting steps, while an FAQ is a condensed list of frequently asked questions. Both are essential for case deflection and customer self-service.
Support & Ongoing Services
Here is some information on how our continued support and service work. Want to know more?
Do you provide ongoing support after implementation?
Yes, we offer ongoing support to ensure your systems and strategies continue to operate smoothly. This includes system updates, training, troubleshooting, and optimization to meet evolving needs.
How do you measure the success of the solutions you implement?
We track key performance indicators (KPIs) such as response and resolution times to gauge efficiency, customer satisfaction scores (CSAT), and Net Promoter Score (NPS) to measure customer sentiment, and we provide internal surveys to key team members and stakeholders who are invited to oversee and audit changes. We also monitor progress after implementation and provide regular reports to ensure continuous improvement.