54% of businesses rely on third-party vendors to augment their customer service. Customer support can be a lot to manage in-house. Organizations of all sizes are turning to on-demand support to rapidly scale and deliver world-class experiences at a fraction of the cost.
Support as a Service (aka SaaS) is similar to Software as a Service, but instead of providing software, this service offers support solutions on a subscription basis — giving you the same level of autonomy over external support.
With a SaaS model, companies can add external agents to their team on a flexible month-to-month basis to: solve ticket backlog, scale up during busy seasons, or even outsource certain support functions altogether.
When outsourcing SaaS, there are many different providers to choose from and it can quickly get overwhelming trying to find the right fit. To help you narrow down your choices and prevent a bad outsourcing experience, we’ve created a list of the 5 best SaaS customer support companies.
Jump ahead:
- Influx
- Helpware
- Ascensos
- SkyCom
- RPM BPO
- Essential considerations for outsourcing SaaS customer support
- SaaS customer service outsourcing
The 5 best SaaS customer support companies
1. Influx
Influx stands out as the leading SaaS customer support company, offering tailored solutions and flexibility to meet the diverse needs of businesses with excellence.
Influx has over 10 years of experience in the customer support industry building high-performance teams for over 300 brands globally. Influx offers a comprehensive suite of services ranging from live chat, phone support, email, and social media as well as sales solutions.
With a human-first focus on delivering superior customer experiences, Influx demonstrates its prowess through a blend of innovative technology, expertly trained teams, and a commitment to client success.
Pros:
- All training and management included - Each Influx agent reports to a local manager, while a brand-specific CX manager keeps your team upskilled. From training to QA, teams are fully managed by Influx to meet your business and customer needs.
- 24/7 multilingual support - Influx utilizes the follow-the-sun model (meaning, no graveyard shifts) to fill internal coverage gaps and get quality support at all hours.
- SaaS support specialists - Influx dominates the SaaS support space, providing high-performance teams for powerhouses like Linktree, Front, and Biteable.
- Flexibility - Influx support is flexible, scaling or contracting as you need it for on-demand support on your terms.
- Technical support - Influx’s technical agents become experts in your product, including 24/7 product assistance, fast tier 1 support, and technical pre-sales.
- Launch in one week - Influx pre-vets and pre-trains agents to respond exactly as your in-house team would. You can launch as early as next week with no lock-in commitments to quickly resolve the backlog or focus on new products.
2. Helpware
Helpware emerges as a distinguished SaaS customer support provider, offering a range of solutions designed to elevate customer support capabilities.
Helpware’s vision is to deliver relentless consumer empowerment and experience interactions through API and integration-enabled human task services. They partner with fast-growing brands to consistently create excellent customer experiences.
The company provides dedicated customer support agents, in-house training, and equipment to help clients boost their productivity.
Pros:
- Flexibility - Helpware’s support can scale with your company’s growth.
- People-focused culture - Helpware is dedicated to their People as a Service model, investing in the skills of its employees for continual improvement.
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Training - Helpware trains team members with programmatic knowledge to meet client needs.
3. Ascensos
Founded in 2013 in the UK, Ascensos is an award-winning customer management provider that recruits and retains high-performing customer experience experts with a ‘recruit to fit’ approach.
Everything Ascensos does is based on advanced technological capabilities and analytics. The company specializes in fully integrated technologies that provide predictive and autonomous CX solutions via enhanced digital and AI offerings.
Ascensos maintains high standards and a personal approach, with services ranging from omnichannel and multilingual customer support to digital transformation solutions. The firm prides itself on providing efficient, intelligent, future-minded solutions for each client.
Pros:
- Customer insights and analytics - Ascensos utilizes audience-led analytics and cutting-edge technology to create intelligent insights from multiple sources.
- Peak support solutions - Ascensos offers a scalable support operation that feels like an extension of your in-house team.
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Omnichannel CX - The company’s mission is to deliver exceptional customer experiences that help businesses grow and succeed through omnichannel support.
Ascensos does not have a pricing page. However, interested parties can contact the team for more information.
4. SkyCom
With over 15 years of outsourcing experience, SkyCom makes the list as a leading SaaS customer support company for their excellent, cost-effective solutions.
Founded with the goal of delivering quality outsourcing services that lower operational costs, SkyCom has established itself as a premier provider in the nearshore market. The company offers a comprehensive range of services, including business process outsourcing, telemarketing and sales, and customer support in multiple industries, with a focus on customer satisfaction.
Pros:
- Industry-certification process - SkyCom’s in-house call center agents are drawn from a wide range of industries and trained extensively before they join a client’s program.
- Custom support solutions - SkyCom works closely with their clients to create a customized outsourcing package that meets the needs of each client.
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Nearshore operations - SkyCom’s nearshore outsourcing can offer a balance between cost savings, cultural affinity, and operational efficiency that makes time zone differences simple.
Request a quote for SkyCom’s pricing details.
5. RPM BPO
Headquartered in Silicon Valley with offices in Latin America, RPM BPO is an excellent SaaS customer service outsourcing company offering sustainable quality.
RPM BPO provides nearshore customer service outsourcing and other business process outsourcing (BPO) solutions, such as sales and back-office support. The company prioritizes training initiatives and utilizes tools to optimize efficiency and ensure quality control. This makes RPM well-suited for handling both straightforward customer service inquiries and more complex interactions.
Pros:
- Quick ramp-up - RPM is ready to launch in as little as 2 weeks (or longer for larger, more complex operations).
- English proficiency and Spanish fluency - RPM has Latin America-based teams to support English + Spanish support or Spanish only, to interact with customers in their preferred language.
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Seamless integration - RPM takes a partner approach to outsourcing for an extension of your internal team.
See RPM’s contact form to request more pricing information.
Essential considerations for outsourcing SaaS customer support
When outsourcing SaaS customer support, you should consider several key factors to ensure you choose the right partner and maintain high-quality service for your customers.
Here’s what you should look for:
Reputation and experience
A support provider’s reputation and experience speak volumes about their reliability, professionalism, and ability to deliver results. Look for companies with a proven track record of excellence through testimonials and case studies.
Quality of service
At the heart of outsourcing customer support is the pursuit of exceptional service quality. Look for providers that prioritize quality at every touchpoint through metrics like response times, resolution rates, customer satisfaction scores, and language proficiency if serving customers in multiple languages.
Flexibility and scalability
As your business grows, so will the volume of customer inquiries. Choose a support provider that offers scalability and flexibility to accommodate fluctuations in demand.
Data security and compliance
Handling customer data is a sensitive responsibility that demands strict adherence to security protocols and regulatory compliance standards. A commitment to data protection instills trust and confidence among your customers, safeguarding their sensitive information throughout the support process.
Technology and tools
Effective SaaS customer support relies on technology and tools to streamline processes and enhance CX. Evaluate potential outsourcing partners based on their use of advanced support platforms, ticketing systems, live chat capabilities, and integration with your existing CRM or helpdesk software.
Finally, partner with companies that align with your own values. Outsourcing isn’t just about offloading tasks — it’s about enhancing the overall customer experience and empowering your team to focus on innovation and business development.
Grow your business with SaaS customer service outsourcing
Over the past 10 years, Influx has built and run support teams for around 100 SaaS companies around the world, like Vend, Biteable, and KeyCDN.
Learn more about how we help SaaS companies with support or find out more about how Influx can help your customer support operations with Support as a Service.
