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Going global with SaaS customer support outsourcing

Going global with SaaS customer support outsourcing

Regardless of the nature of your business, customer support is vital in maintaining user satisfaction and driving success. 

However, many Software as a Service (SaaS) companies face challenges in effectively managing this function. As companies expand their global reach, outsourcing has cropped up as a new solution to offload this burden. 

In this article, we’ll explore the advantages, challenges, and best practices of SaaS customer support outsourcing. 

Understanding SaaS customer support

SaaS customer support outsourcing refers to the practice of delegating customer support functions to third-party providers. 

These functions can include:

  • Addressing customer inquiries
  • Troubleshooting technical issues 
  • Providing timely support 
  • Product assistance
  • Ensuring overall customer satisfaction on behalf of the SaaS company

SaaS customer support outsourcing allows SaaS companies to leverage the resources of special outsourcing firms.

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Understanding SaaS customer support
Understanding SaaS customer support

Benefits of SaaS customer support outsourcing 

SaaS customer support outsourcing offers several benefits, including the following: 


It reduces operational costs associated with hiring and maintaining in-house teams. This is due to the nature of hiring talent from locations with lower labor costs. 

Additionally, outsourcing allows for economies of scale, as service providers can handle support for multiple clients, resulting in reduced costs per customer.


As SaaS companies experience growth, their support needs may also increase rapidly. SaaS customer support outsourcing enables easy scaling to attend to fluctuating demand. 

External service providers have the resources and capacity to handle those periods without compromising service quality. 

Access to specialized expertise 

Outsourcing firms have dedicated teams of skilled professionals in their talent pool. These people often have extensive experience in various technical areas and supporting SaaS products. 

Accessing this pool can lead to faster resolution of customer issues and improved satisfaction. 

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Focus on core competencies

Through SaaS customer support outsourcing, companies can allocate more time and resources to focus on their core competencies. This improved focus gives rise to more product development, innovation, and market expansion. 

Potential challenges of SaaS customer support outsourcing

While SaaS customer support outsourcing offers various benefits, there are potential challenges that businesses may encounter. 

These challenges may include: 

Cultural and language barriers 

There can be cultural and communication challenges when conducting SaaS customer support outsourcing. 

Cultural disparities between the outsourcing firm and the SaaS company’s user base may impact the effectiveness of support interactions. This can lead to misunderstandings, inefficiencies, and reduced customer satisfaction. 

Data security and privacy concerns 

Entrusting sensitive data to an outsourcing firm raises concerns about data security, confidentiality, and compliance. It’s crucial to have robust agreements in place to protect customer information. 

Data security and privacy concerns 
Potential challenges of SaaS customer support outsourcing

Quality and consistency

Maintaining consistent quality in SaaS customer support outsourcing can be challenging. You’ll need to manage brand standards across geographically dispersed locations. 

If not done well, variations in support quality and customer experiences may occur. 

Loss of control

SaaS customer support outsourcing always involves relinquishing some degree of control over operations. Businesses may have less direct say over processes, priorities, and timelines. 

Vendor dependency

Over-reliance on outsourcing vendors for critical support functions may pose risks in the event of vendor instability, contract disputes, or termination of services. 

These can disrupt support operations and impact user satisfaction. 

Transition delays 

Transferring in-depth knowledge about the SaaS product to an external team can be time-consuming and challenging. You may experience delays, leading to temporary disruptions in support services. 

7 SaaS customer support outsourcing best practices

To ensure successful SaaS customer support outsourcing, consider the following best practices: 

1. Define clear objectives and expectations

Even before beginning SaaS customer support outsourcing, you should clearly define your objectives, expectations, and key performance indicators (KPIs). 

When you’ve selected a partner, keep these in mind when writing clear and realistic Service Level Agreements (SLAs) that outline the scope of services. Both parties should have a mutual understanding of these obligations.   

2. Choose the right outsourcing partner

Select a reputable SaaS customer support outsourcing partner. Conduct a comprehensive evaluation based on factors such as:

  • Expertise 
  • Reputation 
  • Service offerings
  • Cultural fit
  • Past performance 

3. Establish communication channels

Maintain open communication with the SaaS customer support outsourcing team. Regular check-ins, feedback sessions, and status updates keep everyone aligned and ensure any issues are resolved promptly. 

4. Train comprehensively

Provide thorough training on your SaaS product to the outsourced support team. They must have a deep understanding of elements like:

  • Brand guidelines
  • Customer service processes
  • Communication protocols
  • Company policies

Use this opportunity to promote cultural sensitivity and awareness among the team as well. This helps them understand diverse user needs and preferences. 

5. Monitor quality control 

Implement mechanisms for monitoring and evaluation. Provide regular feedback to identify areas for improvement and recognize successes.  

6. Prioritize data security 

Ensure that the SaaS customer support outsourcing partner has strong data security measures in place to protect user data and maintain trust and confidentiality. 

Conduct regular audits and assessments to verify compliance if necessary. 

Prioritize data security 
7 SaaS customer support outsourcing best practices

7. Maintain brand consistency

Integrate the outsourcing firm’s systems and processes with those of your SaaS company to facilitate seamless collaboration and information exchange. 

This helps maintain brand consistency and voice. Regularly review customer interactions to check that this strategy aligns with your values. 

Ready to get started with SaaS customer support outsourcing? Browse our BPO directory to find the right agency to partner with.  

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About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.

“Excellent service for outsourcing advice and expertise for my business.”

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