Where are your service centers located?
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.
If my bundle exceeds 1500, do I need to add another agent
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.
If we choose a shared agent who goes on vacation, how is service quality maintained?
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.
How does our customer support work?
Nagog offers outstanding customer support across all plans, available 24/7. Each customer is assigned a dedicated Client Success Manager to assist with all aspects of the Nagog experience. Here are our standards:
- Email/Social Media updates: We reply within 10 minutes.
- Chat messages: We answer customers within 1 minute.
- Calls: We guarantee a connection rate of over 80%. All calls are recorded and monitored.
- CSAT (Customer Satisfaction): Over 80% for each call.
Can a customer request to switch agents?
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.
How can I communicate with your team?
You can communicate with us via:
- Web app
- Slack integration
- Zoom or Teams meetings regularly
- Dedicated phone number (calls & texts)
- Email, WhatsApp, Google Chat, or custom methods are available upon request.
Can you integrate with our current systems?
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.
What industries do you serve?
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.
