FAQ s
Frequently Asked Questions.
Our management team operates full-service centers in Boston, Dallas, and Toronto, enabling efficient coverage across the U.S., Europe, and Canada. Our agents are based in India, the Philippines, Poland, and the Dominican Republic.
One agent can manage workloads beyond a 1500 bundle; however, service quality may be affected. Some customers might experience longer wait times if the agent is assisting others.
We ensure that at least two agents are familiar with your business. When your primary agent is on vacation, a backup agent will step in and actively continue the work to maintain consistent service quality.
Nagog offers outstanding Customer Support across all plans, available 24/7. Each customer is also assigned a dedicated Client Success Manager to assist with all aspects of the Nagog experience. Here are our standards,
Email/Social media update, we reply customer within 10 minutes.
For chats messages, we answer customer within 1 minute.
For calls, we guarantee the connection rate is over 80%. All calls are recorded and monitored.
CSAT is over 80% for each call.
Yes, absolutely. If an agent isn’t meeting your expectations, the Nagog team will promptly begin searching for alternative candidates until you’re completely satisfied.
Web app
Slack integration
Zoom or teams meeting on regular basis.
Dedicated phone number (call & texts)
Email, WhatsApp, Google chat, or custom methods are available upon request.
Yes. We work closely with our clients to integrate with their platforms and workflows. Our team can adapt to your CRM, e-commerce backend, or logistics tools to ensure seamless service and tracking across regions.
Since 2021, we have primarily supported e-commerce businesses and local retail stores specializing in consumer electronics, smart home devices, and lifestyle products. We’ve also begun providing IT help desk support for local companies. Today, our services extend to a wide range of industries—including healthcare, IT management, utilities, travel, and insurance—though we’re not limited to these sectors.
We provide comprehensive after-sales support including:
- Customer service (email, chat, phone)
- Return and refund processing
- Product replacement coordination
- Warranty claim management
- Feedback/review handling
- Technical support (if applicable)
We offer support via:
- Live chat
- Phone
Ticketing systems (e.g., Zendesk, Freshdesk)
We can support multiple stores (e.g., Shopify, Amazon, Etsy) under one client profile with custom workflows for each platform.
We support a wide range including:
- Electronics & gadgets
- Apparel & fashion
- Health & beauty
- Home goods
Yes, if you provide product knowledge or training, we can offer Level 1 or Level 2 tech support based on scripts and SOPs.
Yes, we train our agents using your materials (manuals, FAQs, demos, etc.). We can also create internal knowledge bases to ensure consistency.
A Nagog Innovations utility account is a shared support profile used by Nagog Innovation teams to handle customer service, technical support, and account management tasks on behalf of a client company. It helps streamline communication and track service performance.
Nagog Innovations utility accounts typically handle:
◦ Customer inquiries via email/chat/call
◦ Ticket or case resolution
◦ Order and billing assistance
◦ Troubleshooting and tech support
◦ Escalation management
◦ Report generation and service updates
It ensures faster responses, consistent service, and round-the-clock support by multiple agents under one identity. This avoids delays from individual agent schedules and helps track history easily.
Yes, but access is usually managed through Nagog Innovations tool where each agent is assigned specific tasks or shifts while using the shared account for continuity and accountability.
Yes, as long as the provider follows data privacy policies, uses secure tools, and has proper access control. Audit logs are typically enabled to track all agent activities within the utility account.
Absolutely. Utility accounts are configured to manage case tracking, escalate unresolved issues to specialists or client-side teams, and follow up on tickets to ensure closure and customer satisfaction.
It’s a shared, centralized account used by the Nagog Innovations team to provide IT support and system management services for a client. It allows authorized agents to perform tasks like system monitoring, troubleshooting, and technical assistance under one profile.
IT management accounts handle:
◦ User account setup and password resets
◦ Software installation and updates
◦ Network monitoring and issue escalation
◦ System health checks and performance tuning
◦ Ticket-based technical support (L1/L2)
◦ Asset tracking and inventory management
It improves efficiency and accountability. Clients get seamless, 24/7 support from multiple agents using a consistent profile, which reduces delays and ensures clear records of actions taken.
Yes. IT management accounts are often used to configure user access, grant or revoke permissions, and manage device or network access, based on client security protocols
Yes, most IT systems or platforms log all user actions, even under a shared account, through audit trails and internal agent IDs. This ensures transparency and accountability.
Strict access control measures, such as:
◦ Role-based permissions
◦ 2FA/MFA (Multi-factor Authentication)
◦ VPN use
◦ Activity logging are enforced to protect client data and systems.
Absolutely. We offer multilingual support in major languages like English, Spanish, French, and more—ensuring smooth communication and exceptional service for your global customer base.
Absolutely. Our flexible staffing model allows you to scale up quickly during storms, renewals, or other high-volume periods—without sacrificing service quality.
We use robust QA processes, regular audits, and ongoing training. Our agents follow your brand voice, regulatory standards, and service KPIs to protect your reputation and ensure customer trust.
Contact us for a no-obligation consultation. We’ll assess your service needs and show you how we can support your team and improve your customer satisfaction—seamlessly and affordably.
We provide a range of healthcare services, including primary care, telemedicine consultations, specialist referrals, wellness programs, and patient education resources. Our goal is to ensure accessible and quality healthcare for all.
Booking an appointment is easy! You can schedule online through our website, call our support team, or use our mobile app (if available). Simply select the service you need, choose a provider, and pick a convenient time slot.
Virtual consultations allow you to speak with a healthcare provider remotely via video or phone call. After scheduling an appointment, you will receive a secure link to join the session at the scheduled time.
If you are experiencing a life-threatening emergency, please dial 911 or visit the nearest emergency room immediately. Our services focus on non-emergency care, and we can assist with follow-up appointments after urgent treatment.
Before your appointment, gather any relevant medical records, a list of current medications, and any questions you’d like to discuss with your provider. For virtual visits, ensure you have a stable internet connection and a quiet environment for a smooth consultation.
Before your appointment, gather any relevant medical records, a list of current medications, and any questions you’d like to discuss with your provider. For virtual visits, ensure you have a stable internet connection and a quiet environment for a smooth consultation.
