How to Outsource Customer Support: A Guide for SaaS Companies

Our comprehensive ebook, How to Outsource Customer Support for SaaS Companies, is designed to guide you through the complexities of outsourcing, ensuring you leverage it to optimize your business operations and accelerate growth.

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Why Is This Ebook Important? 

Outsourcing is a critical strategy for companies looking to reduce costs, improve customer experience, and focus on core competencies.

Outsourcing SaaS support comes with unique challenges, due to the complexity of support requests. Software support teams need highly skilled agents with advanced technical abilities and extensive training. 

Agents must possess deep product knowledge. In addition, training periods can be long - which means high attrition is not an option.  Given all these realities, many SaaS companies worry they can't outsource at all.

The good news is: You can outsource. But you need to carefully choose a partner well and carefully consider how the outsourced team will fit into your in-house team. 

Each SaaS company BPO engagement is custom. Here are a few of the strategies that can work for outsourcing SaaS support. 

Outsource everything - Tier 1, Tier 2, and specialized teams - to a business process outsourcing (BPO) company

Outsource Tier 1 support, letting your internal team focus on tickets that require in-depth product knowledge

Outsource your customer-facing interactions, letting BPO agents handle customer communication so your support engineers can focus on the technical work

Outsource operations and back-office work, like any back end work associated with customer onboarding

Begin with outsourced agents only, letting them report to your team leads

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Take the first step towards transforming your business through outsourcing.

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About Peak Support

Peak Support is a customer service outsourcing company that provides exceptional quality and high-touch client management for the world’s most innovative brands.

We have 2,000 global employees serving clients in all industries, on teams ranging from 1 person to 500+. We’re a Certified Great Place to Work, a 4-time Inc. 5000 company, and we’ve been honored as one of the best outsourcers in the world by ICMI and Customer Contact Week.

We specialize in serving emerging or growing brands who need a high level of support. Our services include customer support, technical support, content moderation, trust & safety, and back-office support. In addition, we partner with best-in-class CX software tools. Our Tech & AI Solutions department works closely with clients to optimize their existing tech stack or implement new technology.

If you’re ready to outsource the right way, contact us today at 866-620-5538 or fill out our form.

Are you looking for an exceptional BPO partner to manage and scale your team?

Contact us today