Most SaaS providers are beginning to note that they could benefit in several ways by outsourcing their SaaS support services.
Find out the pros of outsourcing SaaS support and other useful tips to consider this strategy in your successful business.
Cost Efficiency
Significant Cost Savings
Management of SaaS support involves a lot of expenses, which are sometimes very significant; therefore, outsourcing such support can help a company avoid a lot of costs.
The costs that are associated with the in-house support team include; payroll, employee benefits, training of the support staff, and physical infrastructure.
Deloitte’s global outsourcing survey shows that 59% of the firms outsource to reduce cost.
Through outsourcing, it becomes possible to switch from such costs that are fixed in the organization to those variables, which means paying only for certain support services that are required.
Reduced Overhead
Outsourcing also reduces the need for extra offices to accommodate the team, tools, and technologies needed for the outsourcing service.
Such budgets can be moved to a focus area such as new product development and product promotion.
Access to Specialized Expertise
Industry Knowledge
Outsourced support providers are veterans in customer service and thus they approach work with professional competence and standards.
These providers are particularly well-conditioned to handle intricate queries and problems of a technical nature, thereby permitting consumers to get professional support.
Continuous Training
Many outsourcing partners incorporate special training and development for the support staff they employ.
This way, not only is the team informed of the new technologies, product enhancements, and customer service skills that when applied produce quality customer support consistently.
SaaS Support: Scalability and Flexibility
Easily Scalable Operations
That is why one of the nicest features of outsourcing SaaS support is the fact that it is easy to expand it and contract as needed.
But whether you require additional personnel to cope with certain months or need to reduce the number of staff in a team due to the decreased flow of requests, outsourcing helps to solve the problem easily without headaches with vacancies or dismissals.
Global Reach
Most outsourcing partners work in different time zones and deal with individuals from different parts of the world thus covering the issue of a language barrier.
This makes customers globally to be well responded to and attended to in an equal and fair manner without postponing their issues to another time.
Enhanced Customer Satisfaction
Improved Response Times
Outsourcing providers generally have a strong framework and manpower to ensure that their response time is fast. This can go a long way in improving the satisfaction and loyalty of the customers.
Research conducted by Microsoft established that consumer relations are a critical factor for 96% of clients in their selection of brand affiliation.
Focus on Core Competencies
Streamlined Operations
Clients that outsource support services could achieve better results, as they would focus solely on their expertise, for example, the SaaS companies.
The key is that, with such a strategic focus, organizations can get better products and services and, therefore, business growth.
Enhanced productivity
Outsourcing ensures that other internal teams are not concerned with the day-to-day support work thus freeing their time to work on important strategic projects.
From above it can be deduced that this can lead to increased productivity and better resource management.
Advanced Technology and Tools
Cutting-Edge Technology
Outsourcing partners invest in the best technology, and techniques to ensure that their service delivery is accurate and efficient.
This comprises an intelligent ticketing system, CRM application, business intelligence solution, and artificial intelligence-powered self-service chatbot.
These technologies improve the quality of your assistance and help to give valuable information regarding the customers and their preferences.
Data-Driven Insights
Sophisticated analytical tools applied by outsourcing providers can provide valuable information about support performance and customer satisfaction levels.
Such findings might be useful in making strategic decisions and in organizational improvement activities.
24/7 Support Availability
Around-the-Clock Support
Technical support to clients is now a crucial factor in the global market since it has to be offered at all times. Outsourcing partners are accessible at any time; hence the customers can get support at any time they choose.
This constant presence can strongly influence many factors that relate to customer satisfaction and, therefore, to customer permanence.
Reduced Downtime
Since there is constant availability of the support team, problems can be resolved in the shortest amount of time possible and hence inconvenience the customers in the least way possible.
This makes it very important for the goods to be available, and purchased by the end-user without any interruption, this forms the basis of customer confidence.
Risk Management and Compliance
Regulatory Compliance
Outsourcing providers know the requirements of the law to govern this industry and its compliance laws in detail.
They make sure that all the peripheral activities conform to the law, thereby acting as a shield to your business from any arising risks and claims.
Data Security
Outsourcing partners that have good credibility should ensure that data belonging to their clients is secured well enough.
This comprises issues such as data encryption, access to the data, and the security audits that are usually conducted often.
As a result, various companies remain confident and safe that customer data will be processed legally by outsourcing it to a professional service provider.
Case Study: Shopify
For a prime example, Shopify, an emerging e-commerce giant, was able to find a successful candidate to outsource its customer support function, More precisely, this company was able to get the best from outsourcing relations to become an excellent example of improving service quality and scalability.
Shopify benefited by having a specialized support provider whereby it was able to provide 24/7 support to clients and increase response rates in addressing some of the clients’ issues hence boosting their satisfaction rates. With this particular move, Shopify was able to concentrate on improving the platform as well as exploring its market.
Off-shoring SaaS support has many advantages with regard to costs, availability of expert resources, and determined customer satisfaction.
Through developing strategy by maximizing the usage of technology, supplying customer support services, and identifying strategic positions, SaaS firms are capable of enhancing their growth and success.
As the SaaS industry develops, support functions outsourcing will remain one of the critical points for companies willing to provide their clients with the best experience and bring their business to the top level.
