"Describe your global support model in detail?"
Answer examples and tips for RFPs

Last updated by Brecht Carnewal Brecht Carnewal on 2023-07-30


When someone asks you to describe your global support model in detail, they are essentially asking for a comprehensive overview of your support system and how it operates on a global scale. This question indicates that the person is interested in understanding the specifics of your support setup, including the locations, resources, and processes involved in providing support services worldwide.

Two related questions that might help you to better understand the context are:

  1. "What is your support infrastructure like?"
  2. "How do you handle customer support on an international scale?"

Why is this asked?

The person asking this question wants to gain insights into your global support capabilities and assess whether they align with their own requirements. By asking for a detailed description of your support model, they aim to learn about the scope and efficiency of your support system, as well as your ability to provide consistent and timely assistance to customers across different regions. They may also want to evaluate your capacity to handle support requests in multiple languages, time zones, and cultural contexts.

Key information to include in your Answer

  1. Geographical Coverage: Describe the geographical areas you cover with your support services. Highlight the countries or regions where you have support operations or partnerships, emphasizing the extent of your global presence.
  2. Support Channels: Outline the various channels through which customers can seek support, such as phone, email, live chat, and self-service portals. Mention any specific tools or platforms you use to manage and track support tickets effectively.
  3. Support Timings: Provide details on the availability of your support services, including operational hours and days. If you offer 24/7 support or have specific teams catering to different time zones, make sure to mention it.
  4. Multilingual Support: If applicable, mention your ability to provide support in multiple languages. Highlight any specialized language support teams or translators you have in place to assist non-native customers.
  5. Escalation Procedures: Explain how you handle complex or escalated support issues. Describe the hierarchy or escalation flow within your support teams, ensuring customers' concerns receive the necessary attention and resources.
  6. Service Level Agreements (SLAs): If applicable, describe the SLAs or response time commitments you offer to customers. Outline any guarantees you have in place for addressing and resolving support requests within specific timeframes.
  7. Support Resources: Briefly mention the size and composition of your support team(s). Highlight the qualifications, certifications, training, and experience of your support staff, showcasing their ability to handle diverse customer needs.
  8. Collaboration Tools: Mention any collaboration or knowledge-sharing tools you utilize within your support teams, such as ticketing systems, customer relationship management (CRM) software, or internal communication platforms.
  9. Customer Satisfaction Metrics: Discuss any customer satisfaction metrics or feedback mechanisms you have implemented to continuously measure and improve the quality of your support services.
  10. Success Stories: If possible, share success stories or customer testimonials that highlight your track record of providing exceptional global support services.

Example Answers

Example 1:

At [Company Name], we pride ourselves on our robust global support model. Here's a detailed overview of how our support system operates:

  1. Geographical Coverage: We have support operations in key locations across North America, Europe, and Asia, allowing us to provide round-the-clock support to our clients worldwide. Our support teams are strategically placed to ensure close proximity to our customers and efficient communication across different time zones.

  2. Support Channels: Our customers can connect with our support team through multiple channels, including phone, email, live chat, and our self-service portal. We utilize a comprehensive support ticketing system that helps us track and manage customer inquiries efficiently.

  3. Support Timings: We understand the importance of timely assistance, so our support services are available 24/7. Our teams work in shifts to maintain constant coverage and promptly address any support requests, regardless of the time or day.

  4. Multilingual Support: As a global company, we have multilingual support capabilities. Our dedicated language support teams can assist customers in English, Spanish, Mandarin, and French, ensuring effective communication and understanding across different regions.

  5. Escalation Procedures: To handle complex or escalated support issues, we follow a well-defined escalation procedure. Our support teams have tiered levels of expertise, and any escalated issues are promptly assigned to higher-level technicians or managers for resolution.

  6. Service Level Agreements (SLAs): We are committed to providing timely and efficient support to our customers. We have defined SLAs in place to ensure that all support tickets receive a response within 24 hours, with an average resolution time of 48 hours for non-urgent issues.

  7. Support Resources: Our highly skilled support team comprises certified professionals with extensive experience in the industry. They undergo regular training and stay updated with the latest technologies to address various customer needs effectively.

  8. Collaboration Tools: To enhance teamwork and knowledge sharing within our support teams, we leverage advanced collaboration tools. Our internal communication platform enables seamless communication, while our knowledge base facilitates quick access to solutions and best practices.

  9. Customer Satisfaction Metrics: We prioritize customer satisfaction and regularly measure it through customer feedback surveys. This allows us to gather insights, identify areas for improvement, and continually enhance the quality of our support services.

  10. Success Stories: We have numerous success stories from clients around the globe who have experienced exceptional support from our team. Check out our testimonials to see how our support model has made a positive impact on businesses similar to yours.

Example 2:

At [Company Name], our global support model is designed to meet the diverse needs of our clients. Here are some key aspects of our support system:

  1. Geographical Coverage: Our support services span five continents, with dedicated teams stationed in North America, Europe, Asia, Australia, and Africa. With this extensive coverage, we can provide localized support and ensure prompt responses to customer inquiries.

  2. Support Channels: We offer various support channels, including phone, email, and live chat. Our customer portal also provides self-service options, enabling users to find quick answers to common issues.

  3. Support Timings: We operate on a 24/7 support model, with dedicated support agents available round-the-clock. We understand that our clients operate globally, and we're committed to providing timely assistance regardless of time zones.

  4. Multilingual Support: Our support teams are multilingual and can communicate effectively in English, Spanish, German, and Mandarin. This allows us to serve clients from different regions and address language-specific concerns accurately.

  5. Escalation Procedures: We follow a strict protocol for escalating complex issues. Our tiered support structure ensures that any issue requiring higher-level expertise is promptly transferred to senior support engineers or specialized teams.

  6. Service Level Agreements (SLAs): We have well-defined SLAs in place to ensure efficient support delivery. Our average response time for support inquiries is less than one hour, with a target resolution time of 24-48 hours for standard issues.

  7. Support Resources: Our global support team consists of highly skilled technicians and engineers. They possess industry certifications and vast product knowledge, enabling them to diagnose and resolve a wide range of technical problems.

  8. Collaboration Tools: To enhance collaboration and knowledge sharing, we utilize a cloud-based ticketing system and CRM platform. These tools streamline support processes, facilitate efficient case management, and enable team members to share insights and best practices.

  9. Customer Satisfaction Metrics: We regularly collect customer feedback through post-support surveys. This helps us gauge customer satisfaction levels, identify areas for improvement, and continually enhance the quality of our support services.

  10. Success Stories: Several of our clients have experienced exceptional support with measurable improvements in their operations. Read our case studies to gain insights into how our global support model has positively impacted businesses similar to yours.

Example 3:

At [Company Name], our global support model is specifically designed to provide you with seamless assistance across borders. Here's what you should know about our support system:

  1. Geographical Coverage: With a presence in more than 30 countries, we have a truly global support network. This extensive coverage enables us to deliver local support and maintain close relationships with our customers, no matter where they are located.

  2. Support Channels: We offer various support channels to ensure flexibility and convenience for our clients. You can reach out to us via phone, email, live chat, or our online ticketing system. Our support platform is integrated with industry-leading tools such as Zendesk and Salesforce Service Cloud to streamline our support operations.

  3. Support Timings: Our support services are available 24/7, 365 days a year. We understand that technical issues can arise at any time, so we have dedicated teams working in different shifts to provide round-the-clock support and ensure quick resolution of your concerns.

  4. Multilingual Support: We have a diverse support team that is proficient in multiple languages. Our agents are fluent in English, Spanish, French, German, and Mandarin, enabling us to cater to customers from different language backgrounds effectively.

  5. Escalation Procedures: In case of complex or escalated issues, we employ a tiered support structure. Our first-line support agents will handle most inquiries, but if necessary, they can escalate tickets to our second or third-level support teams, who have specialized expertise and knowledge to resolve more intricate problems.

  6. Service Level Agreements (SLAs): We are committed to maintaining high-quality support standards. Our SLAs guarantee a response time of no more than four hours for critical issues and 24 hours for non-critical issues. We aim to resolve all support tickets within 48 hours, ensuring minimal disruption to your operations.

  7. Support Resources: Our support team consists of skilled professionals with relevant certifications and experience in handling complex technical challenges. With extensive product knowledge, they can troubleshoot and resolve issues efficiently, providing you with a seamless support experience.

  8. Collaboration Tools: To ensure smooth collaboration within our support teams, we utilize collaboration tools like Microsoft Teams and Slack. These platforms enable our support agents to communicate, share knowledge, and collaborate effectively, leading to faster issue resolution.

  9. Customer Satisfaction Metrics: We actively measure customer satisfaction through regular surveys and feedback mechanisms. This helps us gather insights into the quality of our support services and identify areas where we can make further improvements to enhance your experience.

  10. Success Stories: Over the years, we have assisted numerous clients in overcoming technical challenges and achieving their goals. Check out our case studies to learn how our global support model has contributed to the success of businesses similar to yours.

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