Outstanding software requires time and effort to build, and having a laser focus on customers is an important part of developing good software. Not only is it important to have a user-focus to build great software, but focusing on the customer experience when something goes wrong, or customer service, is an important differentiator in the SaaS industry.
As everything in our lives speeds up, the need to provide timely customer service is more important than ever to retain customers and is key to standing out in a jungle of competitors. You may be reluctant about outsourcing, but the level of quality that you need can be achieved by picking the right SaaS support services provider (BPO). You already have a great product, now it’s time to grow your customer support team to be there for your customers when they need it.
Take the customer experience for your SaaS product to the next level
Deliver exceptional customer experiences for your customers, whenever and wherever they need it.
You decided to build a tool that brings value to your customers. Offering software as a service (or SaaS) is challenging but rewarding as growth in that SaaS industry has been astronomical. The internet is becoming more accessible through a variety of devices from laptops to watches and customers are using software of all kinds to improve their lives everyday. As customers demand more features, products become more complex and need for customer support grows - from issues like bugs to customer education, SaaS companies have many reasons to be in touch with customers. Having an exceptional customer support team assembled and ready to tackle your customer interactions with high-quality and fast responses is crucial.
As the industry grows, more competitors will offer similar product features for their SaaS offering, and customer experience will play a key role in the customer decision making. From common software user errors to technical product issues, users want to rely on self-service knowledge bases and your customer support team when things get complicated. A well trained, experienced customer support team who is ready to take on challenging inquiries, whether it’s customer service or technical support, with quality, efficiency, and speed, can ensure customer satisfaction for your users.
Excellent customer support helps create value and customer loyalty and helps your brand stand out. This will be a huge differentiator for any SaaS company. Also, having a proactive support team on the frontline can report back common trends and point out product optimization or improvement opportunities, is a must have in today’s market.
We build globally distributed teams that provide coverage up to 24/7/365 with a follow-the-sun model, providing outstanding customer support to your customers while you focus on growing your product.
We know you're wondering...
Every business is different, which is why PartnerHero builds custom plans to deliver solutions for your unique needs at a price point that works for you.
Starting at $10 per hour for Flex Support or $1,975 per month for full time, dedicated EdTech support and with three month contract renewals, we have a plan for every price point.
On-demand customer service outsourcing
If your customer support email and chat volume is too low to hire full-time customer service professionals to handle your email support and live chat but you need to cover some weird hours, weekends, or simply want to delegate, we got you covered. Our Flex Support offering is based on hours. Learn more about it here.
An organic extension of your in-house team
Build a dedicated team for your omnichannel customer support that will focus on delivering the exceptional customer experience your customers are used to. Fully integrated with your tools and communication channels, you just became a global Customer Service Director with your scaled up team. Layer in QA, training and management as needed.
Scalable operations with in-house quality
SaaS companies who trust PartnerHero
Read “6 Questions to Ask Before Choosing an Outsourcing Vendor”. In this short article, we talk about six questions you should ask each potential outsourcing vendor that you consider to help determine if they will provide the quality service you are looking for.
Meet some more of our heroes or connect with us to learn more about building your team.
You’ve taken the most important step! Identifying the need to build or scale up your customer service team to tackle customer inquiries is the first step. Once we get on call, we’ll get a sense of your specific needs, and choose the right plan, size, and structure for you.
We’ll collaborate with you to define the skills you are looking for in your team.
In 4 weeks or less, we assemble your customer support dream team. Our recruiting team will look for candidates that match not only our culture at PartnerHero but also are a fit for your SaaS company and product. Our goal is to match candidates who are passionate about something with companies that specialize in it. For example, we work with the largest online marketplace for crafts and have built a team of passionate crafters to help them scale.
Our Launch Team will collaborate with you to make sure the team is trained up on product knowledge, tools and workflows. If you don’t have training set up, our Training and Development Team can help you create one during the 4 weeks that our recruiting team is looking for your customer service representatives.
Once your team is up and running we’ll meet regularly to discuss metrics, performance, customer insights, continuous improvement and more. We’ll also be in touch via Slack (or the tool of your choice) in case ad hoc questions come up.
To sum it up, even though SaaS companies might not sell physical products they still need to deliver amazing customer experiences to retain users and grow. Having an experienced, efficient and on-brand customer support team can make all the difference for SaaS companies, especially as they find their footing in a competitive market.
What is SaaS customer support outsourcing?
SaaS stands for “software as a service” which means that the software is licensed on a subscription basis and is centrally hosted. If you are over the age of 25 or 30, you might remember a time when buying software meant buying a CD-rom that you would insert in your computer to read and use the software. Now, most software is accessed from the internet without the need of any hardware. Examples of popular SaaS companies include DropBox, Salesforce, Google (Maps, Suite, Search) and Slack.
SaaS companies may not have physical products but that doesn’t mean they don’t have customers or users who need help - just like any software, SaaS products can be complex and sometimes have glitches so customer support and education provided by a customer service team is foundational to the success of many SaaS products.
How much does it cost to outsource support services for SaaS companies?
Every company is unique and pricing will depend on the size and structure of the team you build. You can find baseline pricing on our Pricing Page and more specific pricing (including our rate card) when you reach out to our Solution Design Team.
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