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Your SaaS-visor
With Einstein Brains and Schwarzenegger Brawn

We’re the smart, dedicated team handling your customer-facing operations. We solve COMPLEX customer support, customer success, and back-office challenges with the brains and brawn to match.

Your SaaS-visor with Einstein Brains and Schwarzenegger Brawn

We’re the smart, dedicated team handling your customer-facing operations. We solve COMPLEX customer support, customer success, and back-office challenges with the brains and brawn to match.

Elevate your Customer Experience

Unleash Scalable Growth

Reclaim Your Time and Freedom

Feeling trapped trying to grow your SaaS Business?

Introducing xFusion, Your Trusted SaaSvisor.

Stop letting bottlenecks stifle your SaaS growth. Let us free you from operational woes, so you can reignite your passion, protect your reputation, and power up your growth.

Customer Support

Offer exceptional support that builds loyalty and safeguards your brand.

Customer Success

Tap into our deep SaaS expertise to optimize growth strategies, navigate challenges, and outperform the competition.

Back-Office Services

Eliminate time-sucking tasks, and empower your team for optimal efficiency

Hi, I'm Jim Coleman

I've walked in your shoes. I know the thrill of building an innovative SaaS product, the frustration of support tickets piling up, and the sleepless nights wondering if you're making the right decisions for growth. Like you, I'm passionate about using SaaS to make a difference, both for customers and for a larger cause. That's why I founded xFusion - to be the partner I wish I'd had when I was in the trenches.

Reclaim your time, re-ignite your passion, and achieve the growth you envision. What are you waiting for? Schedule a consultation today.

Don't just take our word for it!

Brands who have phoned

tolstoy
uploadkit
Stockist
TR
Skyfi
Shop Protector
SavvyCal
Revy
Nextmune
langify
GaggleMail
Freak Athlete
Fingerink
Crowdcow
bonify
tolstoy
uploadkit
Nextmune
bonify
Revy
SavvyCal

Ready to Liberate Your SaaS Vision?

Discover the xFusion difference – a seamless path to operational efficiency, empowered teams, and the freedom to fuel your growth.

Share Your Vision

Get a Custom Roadmap

Gain Your Freedom to Grow

Check Out Our Case Studies

The Receptionist and xFusion Case Study

How The Receptionist provides world class customer service utilizing the xFusion team, while still focusing on their ethos
Revy Apps

Revy and xFusion Case Study

How xFusion partnered with Revy to provide world-class customer service to their quickly growing brand.

Bonify and xFusion Case Study

How xFusion partnered with Bonify to provide world-class customer service to their quickly growing brand.

Tolstoy and xFusion Case Study

How xFusion partnered with Tolstoy to provide world-class customer service, and customer success support to their quickly growing

Ordered Magic and xFusion Case Study

How xFusion partnered with Ordered Magic to provide world-class customer service to their quickly growing brand.
Freak Athlete

Freak Athlete and xFusion Case Study

How xFusion partnered with Freak Athlete to provide world-class customer service to their quickly growing brand.

Questions People Ask 

How does this all work?

Once someone (hopefully you!) decides to work with us, we’ll have a team leader go through your inbox, the recording of our calls, and any notes we have on your account to craft a list of details for the ideal candidate. We’ll then go through our shortlist of top candidates, choose the one that we think would be the best fit for your account, and then run them through our internal new-hire bootcamp.

This process usually takes around 2-3 weeks and we’ll then have a kickoff with your team where someone from your team would provide initial inbox training. Our agent will then prepare responses in draft mode and once a good rhythm of responses is established, can answer tickets live once you & your team feel good about it.

What's the minimum commitment period?

We’re a believer of aligned incentives and view each month as an investment from your team in ours. As such, we don’t have any minimum duration that we force someone to commit to. That said, we do think it takes at least 3 months for our agents to integrate into your team and reach peak productivity.

Which days and time zones do you cover?

We cover any time zone and day of the week. That said, most of our clients prefer 9am to 6pm Eastern Time.

What services do you provide?

We provide both technical and non-technical customer support. This includes handling support via phone, live chat, and email. Our team is used to working within Intercom, Zendesk, HelpScout, and virtually any other helpdesk software. We can also help you roll out an improved customer support knowledge base that’s both a training asset and improves your customer’s self-service experience.

In addition to providing frontline communication with your clients, we’ve trained our team to help elevate the organization & efficiency of your support inbox, as well as contribute towards knowledge base articles for your clients to have an improved self-service experience. 

We don’t only provide support services. Based on support demand, your agent is also capable of handling back office and administrative duties. We hire competent team members that are well-versed and capable to help you with multiple time-draining tasks.

Do you hire support agents in the US and internationally?

Our mission is to improve the quality of life for individuals and families in developing countries by providing 10,000 high paying, high autonomy, and remote first careers.

As such the majority of our team is based overseas. At this time we do not provide US based support or back-office team members.

Once I'm ready to go, how long will it take to start service?

Once you give us the green light, we’ll immediately kick off the process of assembling your team. We take into consideration your unique needs and asks. We also keep a pre-vetted list of amazing candidates to accelerate this process. That said, you can expect the process to take an average of 3 weeks for teams less than five, and slightly longer for larger teams.

How much money can I save by outsourcing vs hiring internally?

This, of course, depends on the role, but in short–a lot.

While we pay our team members above-market rates for their local areas, we notice our current clients experiencing increased revenue & reduced costs through a combination of increased productivity from their existing team after we take over their support challenges & us being more cost-effective than local hires. This is especially true once you take into account the fully loaded cost of hiring full-time employees locally.

The amount we quote you is the amount you’ll pay (forget about adding 30% on top of an employee’s salary to cover benefits). All said, our clients save around 40%+ working with us vs hiring direct. That really adds up, especially at scale.

Can't I just hire my own overseas talent and save the cost?

Totally! But it’s difficult.

We recruit in multiple countries and carefully sift through thousands of applications. Our standards are high, and we imagine yours are too. We only hire the top 0.5% of those that apply. We spend a significant amount of time (and money) recruiting, vetting, interviewing, and hiring top talent. 

Additionally, we provide leadership and management over the team (so you don’t have to). This is another added expense and a significant investment of time.

I'm concerned about my company culture. Will your agents feel like part of my team?

That’s a valid concern and one we talk frequently about with our clients. The short answer is yes, your agents will be fully integrated into your team. We have multiple clients who were skeptical about this early on, but it’s worked out beautifully!

We want you to feel comfortable and like we’re assisting you (not just taking over). We’ll recruit top talent for you, but you’re also welcome to interview the team members we select and offer your final approval. 

We carefully vet and hire top talent, and we lead and manage them too. However, your agents will proudly represent your company and adapt to your culture. We’re here to meet your needs and we recognize how important cultural integration is. Your agents will happily attend your company meetings, interact with their colleagues at your organization, and interact socially on Slack (or similar) as part of the team.

How does the initial training work?

We ask you to provide the initial training to your new team of agents. After that, we’ll take it from there. After the initial training, our team will handle training for future team members as your support needs grow over time.

Aside from cost savings, what are the benefits of working with you vs hiring internally?

There are many benefits. The most often cited to us by our clients are:

-We skillfully recruit, vet, and hire top talent (only .5% of applicants make the cut). This process is arduous, expensive, and time-consuming. Harvard has a higher acceptance rate than we do.

-We provide internal customer experience training prior to your agents ever hitting your account. This includes training in customer support, grammar, writing structure, empathy, tone, team communication, and many other relevant areas. 

-After you provide the initial training, we help you scale faster by handling the training of future agents.

-We provide leadership and management over your team of agents. You’ll have a dedicated team leader assigned to your account. This person ensures all the team members are delivering their very best performance day in and day out. 

-We handle all payroll and benefits so you don’t have to.

Do you have a guarantee?

We believe it’s our responsibility to earn your business. Therefore, no upfront payment is required. If you’re not happy after 30 days, you don’t pay a thing.

What about NDAs?

If your team would like for us to sign NDAs, we’d be happy to.

What if I want to stay close to the ground?

We appreciate it when founders like to be on the frontline. Our team members are trained to collect actionable feedback & suggestions from your customers and to make sure you never miss it. This way, you can enjoy more focus on other parts of your business without losing context with your customers.

I have questions realted to SaaS or business in general, but unrelated to support.

Try us 🙂 We’d love to meet you and “talk shop.” Book a call or email us at info@xfusion.io

SaaS Customer Support Playbook

Here is the Secret Sauce:

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