As a provider of SaaS (software as a service), it can be challenging to thrive in an ever-evolving industry and compete against a growing number of competitors yearly. According to Research and Markets, the global SaaS market is expected to reach $436.9 billion in 2025. One strategic response to this is to consider outsourcing quality customer service, which can lead to skyrocketing growth for your company.
Your SaaS products must evolve continuously to maintain a solid position in the cloud market and retain a customer base. This includes adding new features or capabilities, providing quick responses to customer needs, and the ability to scale up as needed.
There may be some hesitation to outsourcing, but remember that customer experience plays a crucial role in your business and is a factor in your customers’ decision-making. Excellent customer support is an essential advantage for any brand today, and SaaS outsourcing has become a popular service among startups and large businesses.
What is SaaS Customer Service Outsourcing?
SaaS refers to software hosted centrally and licensed on a subscription basis. Most software can now be accessed over the Internet, eliminating the need for hardware and desktop installations. Examples of standard SaaS providers include Google (Suite, Maps, Search), DropBox, Salesforce, and Slack. Cloud-based SaaS systems utilize different cloud services and tools for data management and have complex infrastructure that requires continuous support and maintenance, just like any other software. From time to time, users of these SaaS products may encounter problems, making instant and reliable customer support essential to the success of many SaaS products.
SaaS customer service outsourcing provides your business with a team of well-trained individuals to attend to inquiries and issues efficiently and effectively and should be available 24/7. Whether it’s simple, common user errors, or product issues, your outsourced customer service team is there to help your customers because sometimes readily available knowledge bases are not enough. Real human presence and assistance are needed. Your people should be easy to reach, not to mention the advantage of omnichannel support. World-class customer support also means understanding service trends that can help increase customer retention and pointing out improvement opportunities.
Having an external trusted customer service team helps keep your customers while you focus on improving and growing your SaaS products.
Isn't Outsourcing Customer Service for SaaS Expensive?
Outsourcing any business process may seem daunting at first, but it can be a smart move to reduce costs. There are many benefits to outsourcing customer service. You need to find the right vendor for your business. This alternative is cost-efficient from the time you start contracting until your company decides to scale up. You can save costs on hiring or recruiting, as well as infrastructure.
You can also save on operational expenses, which is why it is a more practical solution than building a customer service team from the ground up. Additionally, customer service companies from around the world offer competitive hourly rates. However, the amount you pay will depend on your business’s unique structure and size.
Why Outsource SaaS Customer Service Today?
The SaaS economy grows at around 20% annually and shows no signs of slowing down. This makes outsourcing SaaS customer service more important than ever. The SaaS model is well-suited for outsourcing because it is a complex, multi-component system designed to evolve continuously and integrate with third-party services for extended functionality. It requires a diverse range of technical expertise and time to develop and support. Many SaaS companies also partner with other tech providers for management expertise.
Given the amount of work involved, it is no surprise that SaaS businesses are outsourcing to handle customer satisfaction. Remote customer service talent is flexible and can integrate quickly into your business. This allows you to focus on developing your SaaS products, working on other essential business processes, and growing your business. Outsourcing customer service also saves you the time and cost of maintaining an in-house team. SaaS customer service is a challenging and demanding field, and even the simplest platforms can be complex for some users to understand or may encounter glitches. Support for cloud-based products requires skilled and professional agents who can provide high-quality customer interactions. A customer-centric approach is not just for businesses with physical products; SaaS customers also need help with complicated software issues.
If you have a great product but need to provide timely and reliable customer service, you are missing out on growth opportunities. An outsourced team can help you retain customers, stand out from the competition, and focus on your core business processes while providing exceptional customer experiences that drive business growth.