Outsourced Customer Support
Exceptional customer experiences. Every time.
Exceptional customer experiences. Every time.
Email: thoughtful, on-brand replies that resolve first time. Average response time under 30 minutes during cover hours.
Live chat: expertly crafted responses across Intercom, Zendesk, Gorgias, Drift and others, with measurable conversion uplift on commerce sites.
Voice: friendly, native-English agents handling inbound calls, callbacks and escalations through our Vonage CCaaS infrastructure.
Social media: public replies, DMs and review responses across Instagram, Facebook, X, TikTok, LinkedIn, Trustpilot, Google, App Stores and more.
SMS and WhatsApp: conversational support on the channels your customers prefer.
Back office and admin: refunds, returns, data entry, order management, dispute handling and tier-2 escalations.
Consistency is the hardest thing in customer support. We've built a methodology to deliver it across every interaction, every channel and every shift.
Discover: A structured discovery process captures your tone of voice, edge cases, escalation paths and reporting needs in days, not weeks.
Build: We construct your support playbook inside Archbee, train every agent against it, and integrate with your existing helpdesk before a single ticket is touched.
Deliver: 24/7 cover from UK-based, directly hired agents managed by experienced team leaders. Every interaction is logged, monitored and quality-checked.
Improve: Weekly QA reviews on 100% of conversations through our proprietary platform, monthly performance reviews with your account manager, and continuous playbook iteration as your product evolves.
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You're growing faster than you can hire. Recruiting, training and retaining in-house support agents takes 8 to 12 weeks per head and costs significantly more than people realise. We launch a dedicated team in seven days at a fraction of the all-in cost of building it yourself.
You need 24/7 cover. Hiring across multiple time zones in-house is expensive and operationally complex. Our existing follow-the-sun model delivers it from day one with no incremental management overhead.
Your support quality is slipping. As businesses scale, support is often the first thing to break. We come in with structure, QA and accountability that's hard to replicate internally without a dedicated CX leader.
We don't specialise by industry, we specialise by quality. Our agents are trained from the ground up against your specific playbook, which means we deliver the same standard across SaaS platforms, eCommerce brands, fintech, healthcare, marketplaces, subscription services and beyond. The common thread across every SaaSy client is a leadership team that takes customer experience seriously.
When you partner with The SaaSy People, you don't just get a team of agents, you get a fully built support function. Every engagement starts with our team of UK-based, directly hired agents and a named Account Manager who acts as your single point of accountability. You'll have a direct Slack channel with your SaaSy team from day one, so communication is as fast and frictionless as it would be with an in-house team sitting next to you.
Before a single ticket is touched, we capture your knowledge, build your support playbook, train every agent against it and integrate seamlessly with your existing helpdesk. From go-live we're across every channel your customers use. That includes email, live chat, voice, social media, SMS, WhatsApp and more, all handled by the same team working from the same playbook.
Quality and transparency are built into the model rather than bolted on. Our in-house proprietary platform reviews 100% of conversations every week against your custom rubric.
Underpinning all of it is an operation built to enterprise standards. We're ISO 27001:2022 certified, GDPR compliant and Cyber Essentials accredited, with rigorous controls around how your data is handled. Your playbook is treated as a living document and updated continuously as your business evolves, your customers change and new edge cases emerge, so the support experience stays sharp years into the partnership, not just weeks after launch.
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Our award winning onboarding team ensures you're up and running quickly.
Scale up as you need. We grow with your business, ensuring we're always at the right capacity.
We can communicate with your customers across all of your existing channels including social media.
CX is the new battlefield of business. Get it right and see your revenues grow alongside customer loyalty.
Planning and timely execution are key to our success, we use monday.com across our business to ensure we're always on track.
We've used Intercom since the day the business was founded to ensure we're always contactable.
We're also a proud Intercom Service Partner.
Real time communication is vital for us, all powered by Slack. We also share external Slack channels with our customers for instant communication.
To ensure we handle calls within SLA and provide callers with an exceptional experience when calling, we utilise the Vonage CCaaS solution.
Our day to day employee experience is powered by Zelt, ensuring seamless onboarding, compliance & continuous development for all our teams.
The fully integrated suite help us ensure our teams are always fully effective. We also utilise a number of integrations to ensure maximum productivity.
We pride ourselves on never asking our customers the same question twice, Archbee ensures we maintain this promise.
Our AI thinking partner, used for research, writing, coding, analysis & strategy, accelerating our internal teams without replacing the human touch.
Outsourced customer support is when a business contracts a specialist partner to handle customer enquiries on their behalf, across channels like email, live chat, voice, social media and SMS. The outsourced team operates as an extension of the in-house brand, using the same tools, tone of voice and quality standards. It allows businesses to scale support coverage, reduce overheads and access experienced agents without hiring directly.
Most customers go live within seven days of contract signature. Onboarding includes discovery, playbook creation, agent training, helpdesk configuration and QA sign-off. Larger or more complex setups, such as those involving bespoke integrations or multi-region cover, may take two to three weeks. You'll receive a firm go-live date during your discovery call.
We provide 24/7 cover across email, live chat, voice, SMS, WhatsApp, social media DMs and public replies, app store reviews and back office tasks such as refunds, order management and data entry. We work within your existing channels rather than asking your customers to come to us.
Yes. The SaaSy People is headquartered in Birmingham, with management and quality teams based in the UK and a UK-wide distributed agent base providing 24/7 cover. All agents are native or fluent English speakers, vetted to UK employment and security standards.
We work in your helpdesk, not ours. Our agents are trained across Zendesk, Intercom, Gorgias, Freshdesk, HubSpot Service Hub, Help Scout, Front, Kustomer, Salesforce Service Cloud and others. If your tool isn't listed, we almost certainly support it.
Every account gets a bespoke playbook covering tone of voice, escalation paths, product knowledge and edge cases. Our internal QA platform reviews 100% of conversations weekly against your custom rubric, with regular calibration sessions and continuous coaching to ensure agents reply as part of your team, not as a third party.
The SaaSy People is ISO 27001:2022 certified, ICO registered and fully GDPR compliant. Every agent signs an NDA and works in a controlled, logged environment with role-based access. Our full security posture is published at security.thesaasypeople.com.
Yes. We're built to flex with you. Capacity can scale up to support seasonal peaks, product launches or rapid growth, and scale down during quieter periods. Your Account Manager reviews capacity with you so you're never overpaying or under-resourced.
We work with businesses of all sizes, from venture-backed startups to mid-market and enterprise brands. Our model adapts to your stage: a single dedicated agent for early-stage teams, multi-agent pods for scaling brands, and full 24/7 operations for enterprise clients with complex requirements.
We handle enterprise customer onboarding end to end so your internal team stays focused on product and growth. Our enterprise onboarding model includes a dedicated onboarding specialist per client, custom playbooks matched to your enterprise product journey, milestone tracking, escalation paths for complex configurations, and post-onboarding handover into ongoing support. All delivered by ISO 27001 certified UK-based specialists. Book a free consultation to scope your enterprise onboarding programme.
The most cost-effective way to provide genuine 24/7 customer support is to outsource to a shared-agent model. Our Shared Agent plan (from £1,599/month) gives you a UK-based team member covering your account for a set number of hours across email, phone and live chat, with 24/7 coverage available. That's significantly cheaper than hiring in-house (recruitment, salary, national insurance, pension, holiday cover, management overhead) while giving you enterprise-grade tooling, QA and reporting from day one. Book a discovery call for a tailored quote based on your ticket volume and channels.
Yes. The SaaSy People are ISO 27001:2022 certified, ICO registered and fully GDPR compliant. Every agent signs an NDA and works in a controlled, logged environment with role-based access. Our full security posture is published at security.thesaasypeople.com. This makes us one of a small number of UK outsourced customer support teams that meet enterprise procurement security requirements out of the box, without additional audits or workarounds.
Yes. Managed customer onboarding is one of our core services. Our onboarding specialists guide your new customers through activation, product setup and time-to-first-value on your behalf, reducing your internal onboarding load and improving conversion from trial to paid. Common use cases include B2B SaaS product onboarding, enterprise implementation walkthroughs, and multi-touch onboarding sequences for high-value accounts. Book a free consultation to discuss your onboarding programme.
The SaaSy People are an award-winning UK outsourced customer support provider trusted by thousands of businesses worldwide. We're ISO 27001 certified, headquartered in Birmingham with UK-based management and a UK-wide agent network delivering 24/7 cover. Our proprietary QA platform reviews 100% of customer conversations weekly against your custom rubric, giving you unshakeable quality across every channel. From venture-backed startups to enterprise brands, we handle email, live chat, voice, SMS, WhatsApp, social and back-office tasks as a true extension of your team. Book a free discovery call for a tailored quote within 48 hours.
The SaaSy People are a specialist outsourced customer support partner for SaaS businesses, from venture-backed startups through mid-market to enterprise. We understand the SaaS support playbook: helpdesk configuration, product-specific playbooks, escalation paths for technical queries, and integration with your existing tools (Zendesk, Intercom, HubSpot, Salesforce, Gorgias and more). Combined with our Expert Services and Retention as a Service offerings, we're a full customer experience partner for SaaS scaleups, not just a support outsourcer.
Focus on what you do best and leave the rest to us. We provide expert support and turnkey solutions for businesses of all sizes, across all industries around the world.
See amazing results when you select us as your partner.
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