Sherweb

Sherweb is a provider of outsourced customer experience services (CX BPO) tailored for software development companies, technology firms, cloud service providers and telcos. Beyond this, we lead the charge in cloud innovation, boasting a robust marketplace stocked with diverse business solutions and value-added services designed to enhance/expand our customers’ capabilities. Our unwavering commitment to providing reliable, scalable, and forward-thinking cloud solutions has been the cornerstone of our success, empowering businesses to thrive in today’s digital landscape.

With over 25 years of expertise under our belt, we’ve mastered the art of delivering top-notch technical support, seamless migrations, and cutting-edge cloud services to both our partners and end-customers. Since our inception in 1998, the Sherweb family has flourished, now comprising over 1,500 dedicated employees, fostering relationships with 7,500 partners and serving a staggering 100,000 end-client organizations.

Our elite team of technical support specialists, numbering over 900 strong, operates seamlessly across multiple global hubs. This dynamic team caters to a continually expanding diverse portfolio of 120+ software solutions across multiple product categories (Business Apps, Security, Backup, Continuity, Compliance, Infrastructure, VoIP and more). Last year, this team achieved an impressive average end customer satisfaction rating of 4.65/5.

What Sherweb offers its clients

Our services can be tailored to meet various requirements, including the outsourcing an entire in-house support team and in many cases, serving as an extension of your team in specific engagements such as:

• Proactive services such as deployment assistance, usage/adoption, detractors/retention, and renewals
• Off-hours support
• Extend geography & time-zone coverage
• Language capabilities
• Enterprise customers (premium support)
• Escalation management
• Seasonal surge/spike in support volumes
• Product feedback loop and life-cycle management

How Sherweb outshines the competition

While we offer staff augmentation services, our primary expertise lies in delivering fully managed outsourced technical support. Our all-inclusive suite of services, seamlessly integrated into our pricing, includes:

• Talent acquisition with onshore/nearshore/offshore capabilities (US/Canada/Europe/India)
• Dedicated teams/pods (extension of your culture)
• Onboarding & training (product SME, soft skills, and continuous training)
• Performance management & Quality monitoring
• Customer satisfaction KPIs (core metrics) and reporting
• Workforce management (scheduling; employee recognition/satisfaction/retention)
• Technology & tools (omnichannel; data security)

Sherweb company structure

Sherweb is a private company with two cofounders. Since 1998, Sherweb has capitalized on shifting markets by staying on top of trends, leveraging technology advancements and most importantly by listening to our partners and customers. This journeys' taken us from being a hosting service provider to a cloud distribution marketplace, which is our public facing brand and what you see on our website today, to a business process outsourcing company.

Our DNA has always been about adding value to our partners and customers by either off-loading or extending their own internal capabilities for services that they either don’t have in-house, but should or want to have, but don’t know how or don’t have the time or resources to implement; OR for services that they already have in-house but aren't happy with its performance, capabilities, management effort or costs.

A key pilar of our value-add mind-set is our technical expertise in technology, IT and business applications:

• Of our 1.4K total employee over 900 are dedicated to technical support services
• Our team holds over 280 individual certifications of all types such as products, IT, security, and ITIL certifications
• We currently support over 120 different software and cloud applications

Our onshore/offshore/nearshore talent acquisition/recruiting, training and WFM capabilities around performance management, soft skill development and continuous training ensures that we always have the best resources possible to meet our obligations.

Sample highlight service offering of Sherweb

Contact us to receive a non-binding proposal.