Why should SaaS businesses choose outsourcing customer support?
If your business has to deal with customers, a contact center is essential for communication with them. However, finding a...
24.06.2022
-
5 min read
English
10+ years of experience
SAAS Customer Support Outsourcing
First Response & Triage Service
For US & European Companies
-
24/7 global coverage -
L1 & L2 tech support
-
Up to 60% budget savings
-
Shared & dedicated teams
100+ Clients From 20+ Countries Have Already Trusted Us
Innovating The
Business Landscape
Up for the challenge of providing 24/7 SAAS customer service,
even on weekends & holidays, to cater to the needs of
customers spanning diverse time zones?
Struggling with surging customer inquiries and the need to
maintain swift response times and high customer
satisfaction?
Does your tech support team frequently deal with L1 & L2
needs, resulting in fewer resources for intricate tasks and
challenging inquiries with L2 escalation?
Unlock a new era of efficiency. Scroll to reveal
the solution.
Make Your Customers Happier
Level 1 & Level 2 SAAS help desk outsourcing in 10+ languages.
Get a distinct edge over your competition
- Up to 24/7/365 coverage (every day of the year,
including after-hours, weekends, and holidays). - All communication channels covered:
calls, emails, chats & social media. - A single, all-inclusive cost without expenses on
equipment, software, hiring & training. - Assured response times enhancing triage quality,
SLAs, and Customer Satisfaction scores.
Techs handle intricacies, support team manages tickets, leading to happy customers & satisfied teams.
A Promise Backed By Results
96% Customer Satisfaction Score of Our Service. Your customers can get the same outstanding service too.
Share your challenge and we'll develop an outsourced help desk SAAS solution for you.
Book a call with usYour Business - Your Rules
No need to change your business process or software.
We seamlessly integrate our teams into your existing CRM & ERP systems, adapting to your needs.
Get started effortlessly with our flexible and expert solutions.
We are experts in:
SAAS Service Desk provider to tackle:
-
Basic Support Tasks
- New & existing tickets
- Replies & ticket updates
- Product knowledge sharing
- Escalation handling
- Feedback collection
-
Level 1 Support Tasks
- Feature explanation
- Subscription inquiries
- Payments & refunds
- Installation guidance
- Identifying the inquiry
-
Level 2 Support Tasks
- Issue reproducing
- Basic troubleshooting
- Advanced setups
- Customer onboarding
- Remote assistance
Optimize Efficiency: Divide and Triumph!
Embrace your core tasks worry-free! Our dedicated team handles the rest – from hiring and onboarding to training.
Empower your innovation journey in your industry; we'll be the force behind your support.
Get Started Now!Uncover Benefits for
Your Business:
- Elevated customer experience with quicker
response times, improved SLAs, and higher CSAT. - Constant customer appreciation with swift
responses, 24/7 human support. - Your internal support is happy as they excel
focusing solely on their core expertise. - You reap up to 60% cost savings, letting you invest
more in innovation and growth initiatives.
Enjoy a world of
personal perks:
- Enhanced efficiency through reduced workload and
effective task delegation. - Seamless communication through a dedicated Team
Lead for constant availability. - Tranquil ticket handling, leaving you free to
concentrate on vital tasks. - Carefree supervision by our dedicated team. So, you
can relax or go on vacation.
Our Subscription Plans
You get a comprehensive call center SAAS service, not just agents.
-
SHARED BUNDLES
Your project is managed by an acting, trained, experienced and already formed team of 5-6 agents working on 2-5 projects simultaneously 24/7 in shifts.
The optimal outsourced SAAS ticket system with a small and average number of basic customer requests.
As a first response & triage service for L1 technical and customer support. A quick-start outsourced SAAS contact center.
See Pricing -
DEDICATED BUNDLES
Your project is managed by a dedicated agent, or a team, that works exclusively on your company project. Any language, any schedule, any project complexity.
The optimal SAAS help desk solutions for companies with medium to high volumes of customer requests.
As a Level 1 & 2 for tech and customer support when in-depth and specific knowledge of the product is needed.
See Pricing
6 stages to transform your SAAS outsourcing service
-
Project
estimation -
Onboarding
start -
Recruitment
and hiring - Training
-
QA check,
Pre-live -
Team
goes live
click next board
And see all content
1 – 8 hours
Estimation of the project complexity, recruitment time and training time of the team. Contract signing.
1 – 5 days
Preparation of training plan and training schedule. Aligning workflows and SLAs, gathering materials and knowledge base.
0 – 3 weeks
We receive the requirements for the agent/specialist. We find, interview and test candidates. Send their CVs to the client for approval.
1 – 3 weeks
Training of the agents, incl. introductory, regular and active training sessions, self-education part, Q&A session with the client.
1 – 2 days
Our management team finalizes all processes. The QA team conducts the quality evaluation of the agents before they go live.
1 – 8 hours
The team starts performing operational tasks. The onboarding dept tracks performance for 1 month after going live to eliminate any flaws that may surface.
In just 2–4 weeks,
the team of agents goes live.
Who we are
We have been providing customer support to our software engineering group of companies since 2008. In 2016 WOW24-7 became a spin-off providing customer support as a service to external cutting-edge technology & e-commerce clients.
Today, we focus on different industries united by the e-commerce market. These include Retail, SaaS, IoT and Travel in Europe and North America.
WOW24-7’s Guarantees
Data Privacy & Security
We keep all data safe & secure by following strict guidelines of GDPR, ISO27001, ISO9001. PCI DSS and ISO27701 are coming soon.
Get a service, pay after
From the first month in service you will be
invoiced after the services are provided
(a 1-month deposit is required).
No one-year contract requirement
A long-term partnership is built by providing an excellent service. That’s why our agreement can be canceled anytime with just a quick heads-up.
Quality System
We control the quality of communications
and ensure compliance with the indicators specified in the SLA.
WOW24-7’s Standards for SAAS Technical Support
-
24/7/365
CoverageStay connected with your customers around the clock, every day of the year, including night shifts, weekends and holidays.
-
Transparent
FlexibilityWe adapt to your business style, business processes, and data protection requirements, all while being under your control.
-
Customised
RecruitmentWe recruit a team of agents who meet specific requirements in terms of language proficiency, product knowledge, and technical skills.
-
Full
AvailabilityWe handle customer requests across all communication channels and are fluent in 10+ languages to enhance your CSAT.
-
Consistent
ExcellenceWe continually bring in cutting-edge experts to improve our agents’ emotional intelligence and ability to deal with difficult customers.
-
Reliable Peace
Of MindEnhance the working environment within your team by delegating high-pressure tasks to a dynamic and empathetic outsourced team.
Each project is supported by an Onboarding Manager, Delivery Team Lead, Quality Assurance Manager, Recruitment Team Lead, HR Manager, and a Customer Success Manager.
Each project is supported by an Onboarding Manager, Delivery Team Lead, Quality Assurance Manager, Recruitment Team Lead, HR Manager, and a Customer Success Manager.
Your new outsourced SAAS support can include
Frequently Asked Questions
What is SaaS customer service?
Customer support for SaaS is a unit composed of people, processes, and software. It helps users solve tech tickets at any level, from a general explanation of product features to fixing software bugs to improve the user experience.
How to hire a customer support for SaaS?
Building in-house SaaS customer support from scratch is time-consuming and costly, from the selection of tech-oriented agents to maintenance and control. If you’re looking for a way to set up customer support for SaaS – involve outsourcing service providers like WOW24-7. Go live faster with proven specialists, a ready-to-use knowledge base, and strategy.
How to estimate customer support for SaaS?
To estimate Customer Support Project for SaaS, please send us the following data:
– What language(s) would our customer support agents need to know?
– How many support requests/tickets do you get monthly?
– What channels do you want to use for customer support? (e.g. chat, email, or phone).
We will send you the most suitable solution for your SaaS project in one business day.
– What language(s) would our customer support agents need to know?
– How many support requests/tickets do you get monthly?
– What channels do you want to use for customer support? (e.g. chat, email, or phone).
We will send you the most suitable solution for your SaaS project in one business day.
What data should be tracked for SaaS customer service?
We put all indications in the Service Level Agreement (SLA)
The most common indicators are:
– Average handling time
– Missed calls
– First response time
– Average response time
– NPS – Net Promoter Score
– CSAT – Customer Satisfaction Score
– LTV – Lifetime Value
– APRA – Average Revenue Per Account
Other indicators can be included in an SLA on request.
We randomly select a certain number of calls and chats and perform a quality analysis: language skills, soft and hard skills, workflow compliance, and script compliance.
The most common indicators are:
– Average handling time
– Missed calls
– First response time
– Average response time
– NPS – Net Promoter Score
– CSAT – Customer Satisfaction Score
– LTV – Lifetime Value
– APRA – Average Revenue Per Account
Other indicators can be included in an SLA on request.
We randomly select a certain number of calls and chats and perform a quality analysis: language skills, soft and hard skills, workflow compliance, and script compliance.
Book a call and get your
SAAS support models session
Related posts:
