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Immediate questions companies face when considering outsourcing their customer support is ‘how will outsourcing affect the way I run my business?’ and ‘how can I trust an external team to accurately represent my brand?’ All businesses have their own processes

When you run a SaaS business, every unhappy customer is just one click away from unsubscribing. That’s why you need to deliver quality customer service and support, 7 days a week.  And with the SaaS market growing at an annual

You’ve probably got goals and objectives coming out your ears. Whether it’s market share and penetration, active users, profit margins, CSAT or NPS — numbers and metrics are essential for evaluating, and achieving, success. And this is every inch as

Ensuring a swift business recovery from COVID-19 is a priority for many right now. Considerations must go far beyond adjustments to marketing. Your recovery plan must extend to your customer service/support offering, your website, social channels, customer-facing staff, and more.

Net Promoter Score (NPS) should be much more than just collecting scores from your customers. You should, of course, keep track of your score and any changes – but the most important and often overlooked element of NPS is the

Churn is one of the most vital metrics to track in any SaaS business. Spending money on marketing to acquire new customers only to then lose them is neither efficient nor scalable. Positive net churn alongside scalable growth enables any

Live chat is fundamental to delivering outstanding customer experience. In the blog post, we look at the top 6 reasons your SaaS businesses should be using live chat to communicate with your customers. Convenience First and foremost, live chat enables

Reliable customer support is essential for any business, irrespective of size. Operating an in-house support team can be expensive and even unsustainable for many companies. An ideal solution is to outsource. Below are just some of the ways you can