Technical Customer Support & Helpdesk BPO
English-fluent, technically trained agents who resolve issues fast and keep your robotics customers happy -- on Zendesk, Intercom, or Freshdesk.
Your robotics products are complex, and your customers need support from agents who understand the technology. SHIRO provides Tier 1 and Tier 2 technical support agents who are trained on your specific documentation, APIs, and troubleshooting workflows -- not generic scripts.
Our agents handle multi-channel support across email, live chat, and phone. They diagnose issues, walk customers through solutions, and escalate edge cases to your engineering team with detailed reproduction steps, logs, and environment context -- not vague ticket summaries.
We build and maintain comprehensive knowledge bases that reduce ticket volume over time. Our team creates FAQs, troubleshooting guides, video tutorials, and searchable documentation that empowers customers to self-serve and reduces your support costs.
With flexible shift options including 24/7 coverage aligned to US timezones, SHIRO ensures your customers always have access to knowledgeable support without the overhead of hiring, training, and managing an in-house team.
Key Benefits
Tier 1-2 Technical Support
Agents trained on your product documentation and troubleshooting playbooks. From basic how-to questions to complex technical debugging of robotics hardware and SaaS integrations.
Multi-Channel Support
Email, live chat, phone, and social media support from a unified platform. Consistent quality across all customer touchpoints with shared context between channels.
Knowledge Base Management
Creation and ongoing maintenance of FAQs, troubleshooting guides, video tutorials, and searchable documentation to reduce ticket volume through customer self-service.
SLA Management & Reporting
Defined response and resolution time SLAs with real-time tracking, automated escalation workflows, and performance dashboards shared weekly.
24/7 US-Timezone Coverage
Round-the-clock support with US-timezone-aligned shifts. Your customers get help when they need it, regardless of time zone, including weekends and holidays.
Quality Assurance & CSAT
Ticket audits, CSAT surveys, NPS tracking, and regular calibration sessions ensure consistently high-quality interactions and measurable satisfaction improvement.
See how SHIRO can reduce your support costs by 40-60% while improving CSAT scores.
Get a Free AssessmentHelpdesk Platforms We Master
Our team holds certifications across all major helpdesk and ticketing platforms. We work in your preferred tool or help you choose the right one for your support volume and complexity.
Zendesk
CertifiedIntercom
AdvancedFreshdesk
CertifiedHubSpot Service Hub
ProficientJira Service Management
ProficientSalesforce Service Cloud
ProficientWe also integrate with engineering tools like Jira, Linear, and GitHub Issues for seamless escalation workflows between support and development teams.
96.2% CSAT for a Robotics SaaS Platform
How SHIRO helped a Series-A robotics company scale support from 2 agents to 12, handle 8,500 tickets/month, and achieve industry-leading CSAT while cutting costs by 58%.
< 4 min
First Response Time
96.2%
CSAT Score
8,500/mo
Ticket Volume Handled
58%
Cost Savings
The Challenge
A Series-A robotics company with a cloud-based fleet management platform was struggling with support. Two in-house agents handled 2,000 tickets/month with a 12-minute average first response time and 78% CSAT. As their customer base grew 4x in six months, support quality dropped and churn increased. Hiring in the US was too slow and expensive to keep pace.
The SHIRO Solution
We deployed an initial team of 4 agents with deep training on their platform, API documentation, and common integration issues. Within 8 weeks we scaled to 12 agents covering extended hours (7am-11pm ET). We restructured their Zendesk instance with automated routing, macro libraries, and SLA-based escalation workflows. Our knowledge base team created 200+ self-service articles that deflected 35% of incoming tickets.
The Results
Within 12 weeks, SHIRO achieved a sustained CSAT of 96.2% with average first response time under 4 minutes. The team handled 8,500 tickets/month with 82% first-contact resolution. Knowledge base deflection reduced agent-handled volume by 35%, and total support costs dropped 58% compared to the previous US-based model. Customer churn decreased by 22%.
“SHIRO's team feels like an extension of our own company. They understand our product deeply, handle complex technical issues independently, and our customers consistently rate them 4.8+ out of 5.”
-- VP of Customer Success, US Robotics SaaS Company
Key Milestones
- Week 1-3: Product training & Zendesk setup
- Week 4: First 4 agents live, 6-min response time
- Week 6: Scaled to 8 agents, CSAT hit 92%
- Week 8: 12 agents, 200+ KB articles published
- Week 12: Steady state at 96.2% CSAT, <4 min FRT
Platforms Used
How We Work
Product Training & Immersion
Our agents undergo 2-3 weeks of intensive training on your product, documentation, common issues, edge cases, and escalation procedures. We study your existing tickets to understand patterns.
Platform Setup & Integration
We configure your helpdesk platform (Zendesk, Intercom, Freshdesk), define SLAs, set up escalation workflows, macros, and integrate with your engineering ticketing system (Jira, Linear).
Shadow Period & Calibration
Agents shadow your existing support team (or handle tickets with QA review) to learn your brand voice, common edge cases, and customer communication standards.
Live Support Operations
Agents handle tickets independently with ongoing QA monitoring, weekly performance reviews, and continuous training on product updates and new features.
Optimization & Knowledge Scaling
Monthly reviews of ticket trends, knowledge base gaps, CSAT scores, and resolution times drive continuous improvement. We proactively build self-service content that deflects future tickets.
Why Choose SHIRO
- English-fluent agents with neutral accents and professional communication skills trained for US customers
- Technically trained: our agents understand APIs, integrations, logs, and software debugging workflows
- Flexible coverage models: business hours, extended hours, or full 24/7 support including weekends
- 40-60% cost savings compared to US-based support teams with measurable CSAT improvement
- Proactive knowledge base development that reduces ticket volume by 25-40% over time
- Experience supporting robotics hardware deployments and SaaS products for US companies
Frequently Asked Questions
Common questions about outsourcing technical support for robotics and SaaS products.
- What helpdesk platforms does SHIRO support?
- We are certified on Zendesk, Intercom, Freshdesk, HubSpot Service Hub, and Salesforce Service Cloud. We also integrate with engineering tools like Jira and Linear for seamless escalation workflows.
- How do you train agents on our specific product?
- We conduct a 2-3 week immersion program covering your product documentation, API references, common issues, and escalation procedures. Agents study historical tickets, shadow live sessions, and pass a certification exam before going live.
- Can you provide 24/7 support coverage?
- Yes. We offer flexible shift models including business hours (9-5 ET/PT), extended hours (7am-11pm ET), and full 24/7 coverage including weekends and holidays. Shifts are aligned to your customer base's timezone.
- How do you handle escalations to our engineering team?
- We create detailed escalation tickets with reproduction steps, logs, environment details, and customer impact assessment. Escalations are routed through your preferred channel (Jira, Linear, Slack) with defined severity levels and response expectations.
- What metrics do you track and report on?
- We track first response time, resolution time, CSAT, NPS, ticket volume by category, escalation rate, first-contact resolution rate, and knowledge base deflection rate. Weekly dashboards and monthly deep-dive reports are shared with your team.
- How quickly can you ramp up a support team?
- For standard products, we can have trained agents live within 3-4 weeks. Complex technical products (robotics hardware, multi-system integrations) typically require 4-6 weeks for thorough training and calibration.
What Our Clients Say
Switching to SHIRO was the best decision we made for our support operations. Our CSAT jumped from 78% to 96%, our first response time dropped to under 4 minutes, and we saved over $200K annually. Their agents feel like part of our team.
-- Head of Support, US Robotics Company
Ready to scale your support operations?
Get a free support audit and discover how SHIRO can improve your CSAT while cutting costs by 40-60%.
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