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.

Your 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

Level 1 Support Tasks

Level 2 Support Tasks

Optimize Efficiency: Divide and Triumph!

Embrace your core tasks worry-free! Our dedicated team handles the rest – from hiring and onboarding to training.

SAAS Service Desk provider to tackle:

Basic Task Management

– New & existing tickets
– Replies ticket updates
– Shipping & Tracking
– Cancellations & Returns

Tasks (Shared & Dedicated)

– Product features
– Subscription inquiries
– Payments & refunds
– Renewals

Advanced Tasks (Dedicated)

– Issue reproducing
– Feature management
– Troubleshooting
– Advanced request setups

Sell wherever you want and we will provide perfect customer support for your clients.

Empower your innovation journey in your industry; we'll be the force behind your support.

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.

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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

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

Project
estimation

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And see all content

1 – 8 hours

Estimation of the project complexity, recruitment time and training time of the team. Contract signing.

Onboarding
start

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And see all content

1 – 5 days

Preparation of training plan and training schedule. Aligning workflows and SLAs, gathering materials and knowledge base..

Recruitment
and hiring

click next board

And see all content

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.

Training

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And see all content

1 – 3 weeks

Training of the agents, incl. introductory, regular and active training sessions, self-education part, Q&A session with the client.

QA check,
Pre-live

click next board

And see all content

1 – 2 days

Our management team finalizes all processes. The QA team conducts the quality evaluation of the agents before they go live.

Team
goes live

click next board

And see all content

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.

Project
estimation
Onboarding
start
Recruitment
and hiring
Training
QA check,
Pre-live
Team
goes live

Project
estimation

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.

Onboarding
start

click next board

And see all content

1 – 5 days

Preparation of training plan and training schedule. Aligning workflows and SLAs, gathering materials and knowledge base..

Recruitment
and hiring

click next board

And see all content

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.

Training

click next board

And see all content

1 – 3 weeks

Training of the agents, incl. introductory, regular and active training sessions, self-education part, Q&A session with the client.

QA check,
Pre-live

click next board

And see all content

1 – 2 days

Our management team finalizes all processes. The QA team conducts the quality evaluation of the agents before they go live.

Team
goes live

click next board

And see all content

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.

Get started

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.

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Studies

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Studies

WOW24-7’s Guarantees

Data Privacy & Security

We keep all data safe & secure
by following strict guidelines
GDPR, ISO27001, ISO9001, and PCI DSS (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 cancelled anytime with short notice.

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 coverage

Stay connected with your customers around the clock, every day of the year, including night shifts, weekends and holidays.

Transparent Flexibility

We adapt to your business style, business processes, and data protection requirements, all while being under your control.

Customised recruitment

We recruit a team of agents who meet specific requirements in terms of language proficiency, product knowledge, and technical skills.

Full availability

We handle customer requests across all communication channels and are fluent in 10+ languages to enhance your CSAT.

Consistent excellence

We continually bring in cutting-edge experts to improve our agents’ emotional intelligence and ability to deal with difficult customers.

Reliable peace of mind

Enhance 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

service #1

Call Center Support Services

service #2

Contact Center Customer Support

service #3

Technical Support Services

service #4

Email Support Services

service #5

e-Commerce Customer Support

service #6

Virtual Assistance & Helpdesk

service #7

Live Chat Answering Services

service #8

Dedicated Support

service #9

Admin tasks & Back-Office

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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 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.

Book a call and get your
SAAS support models session

Get started