"What is your support structure?"
Answer examples and tips for RFPs

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


When a potential client asks about the support structure of a service provider, they are essentially looking for information on how the company provides assistance and resolves issues or concerns. Understanding the support structure helps the client gauge the level of support they can expect if they were to work with the service provider.

Two similar questions that are related to this topic are:

  1. "What is the process for accessing support?"
  2. "What are the different support channels available?"

Why is this asked?

Clients ask about the support structure to assess the service provider's ability to provide timely and efficient assistance when needed. This question helps them understand how easily they can get in touch with the support team and what measures are in place to ensure their needs are met. Knowing the support structure allows the client to evaluate the service provider's commitment to client satisfaction and their responsiveness to potential issues or challenges.

Key information to include in your Answer

When answering this question, be sure to include the following key points:

  1. Support channels: Mention the various channels available for clients to reach out for support, such as email, phone, live chat, or a dedicated support portal. Highlight the ease of access and responsiveness of each channel.

  2. Operating hours: Specify the operating hours of the support team. If there are specific times during which support is available, mention them to manage client expectations.

  3. Response time: Emphasize the average response time or service-level agreement (SLA) for resolving support requests. If there are different levels of support with varying response times, provide this information as well.

  4. Ticketing system or support portal: If applicable, explain if the service provider uses a ticketing system or support portal. Provide guidance on how clients can create and track support tickets, and highlight any self-help resources available through the portal.

  5. Escalation process: Describe the process for escalating issues that require urgent attention or additional expertise. This reassures the client that their concerns will be addressed promptly and with the appropriate level of expertise.

  6. Knowledge base or FAQs: If there is a knowledge base or frequently asked questions (FAQs) section available, mention it as a self-help resource. Explain how clients can access and search for relevant information in these resources.

  7. Support team qualifications: Share details about the qualifications and expertise of the support team members. Highlight any certifications, training programs, or industry expertise that the team possesses to showcase their capability in assisting clients effectively.

  8. Customer satisfaction metrics: If available, mention any customer satisfaction metrics, such as Net Promoter Score (NPS) or customer ratings and testimonials, to demonstrate the service provider's track record of delivering high-quality support.

  9. Additional support services: If there are any additional support services offered, such as onsite support or dedicated account managers, mention them to showcase the service provider's commitment to providing exceptional support.

Example Answers

Example 1:

At [Company Name], we prioritize providing excellent support to our clients. Our support structure includes multiple channels to ensure easy access to assistance. You can reach us through email [email protected], our 24/7 phone helpline at +1-800-123-4567, or our live chat feature available on our website. Our average response time is within 4 hours, and urgent requests are addressed within 1 hour. We use a ticketing system, where you can create and track support tickets, ensuring that your requests are logged and followed up on accordingly. Our support portal also offers a comprehensive knowledge base with FAQs, tutorials, and troubleshooting guides to help you find answers to common questions. Our support team consists of highly qualified professionals with industry certifications and extensive experience in resolving technical issues. We take pride in consistently achieving high customer satisfaction ratings, and our NPS score stands at 9.5.

Example 2:

When it comes to support, [Company Name] has a robust structure in place. We offer support through multiple channels, including email, phone, and live chat. Our support team operates from 9 AM to 6 PM, Monday to Friday, Eastern Standard Time (EST). For urgent matters outside these hours, we have an on-call team available 24/7. Our average response time is less than 2 hours, ensuring that your queries and concerns are addressed promptly. We use a ticketing system that allows you to create and track support tickets, ensuring transparency and accountability. Our support portal also features a comprehensive knowledge base with articles, videos, and FAQs to guide you through troubleshooting common issues. Our team consists of certified professionals with specific expertise in our service offerings. We continuously monitor customer satisfaction metrics and have consistently maintained a customer satisfaction rating above 95%.

Example 3:

At [Company Name], we understand the importance of support in driving client satisfaction. Our support structure is designed to make it easy for you to get the assistance you need. We provide support via email, phone, and live chat. Our support team operates from 8 AM to 8 PM, Monday to Friday, in your local time zone. We aim to respond to all support requests within 1 business day, with urgent matters handled within a few hours. Our ticketing system allows you to create and track support tickets, ensuring that your queries receive the attention they deserve. Additionally, our support portal offers a comprehensive knowledge base with detailed articles and FAQs to help you troubleshoot common issues independently. Our support team comprises experienced professionals with a deep understanding of our products and services. We value feedback and continuously work towards optimizing our support structure based on customer satisfaction surveys and ratings.

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