Why SaaS Companies Outsource Technical Support and How It Drives User Retention

SaaS (Software as a Service) companies certainly make it easier for people to access applications through the Internet. People have to pay for subscriptions to access specific applications instead of installing them manually. However, there is also a tendency for SaaS companies to get overwhelmed by technical support issues. This is particularly true if SaaS companies lack the necessary resources and workforce to handle technical support issues properly. This is why companies that offer outsourced technical support are in demand nowadays. The reason SaaS companies outsource technical support is to provide their customers with the best technical support services consistently. 

Why SaaS Companies Outsource Technical Support 

• Cost Savings: SaaS companies would need to spend a significant amount of money if they decide to establish their technical support teams. They will have to pay for compensation, tools, maintenance, and even employee training. The good thing is that outsourcing technical support enables SaaS companies to achieve cost savings. They can use these savings for the right reasons in the future. 
• Improved Efficiency: SaaS companies can eliminate complicated technical support tasks that consume a significant amount of their time by outsourcing them. This way, SaaS companies will now have more time to focus on the other essential functions that contribute to their growth and development. 
• Better Customer Satisfaction: Customers always expect a swift and seamless resolution to their concerns. When SaaS companies decide to outsource their technical support, their customers consistently receive the best assistance, regardless of the issue at hand. Thus, improved customer satisfaction is what drives user retention. There is no reason for customers to stop using the services when SaaS companies continue to provide excellent technical support. 

• 24/7 Support: With 24/7 support, clients receive the assistance they need for their SaaS concerns whenever they require it. This is another factor that drives user retention, as there is consistency in technical support. 

The Bottom Line

It is easy to understand why SaaS companies outsource technical support. Since the products of SaaS companies require regular updates, they must offer prompt and reliable support to their customers. The advantage is that by outsourcing technical support, SaaS companies can provide around-the-clock support while also having access to experts. The challenge now is for SaaS companies to select the right outsourcing partner, enabling them to achieve sustained success. 

Why Magellan Solutions is the Right Choice

• Scalability: The reality is that the business of SaaS companies is constantly evolving. We understand that navigating this reality is a significant challenge for SaaS companies. This is why we are here to help, providing outsourced technical support services. We can constantly adjust to meet the needs of SaaS companies, ensuring that we consistently keep their customers happy. 
• Skilled Workforce: We have SaaS experts who are always aware of the latest developments in their field. At Magellan Solutions, we invest heavily in the regular training and development of our employees to ensure they are always ready to handle new challenges. 
• Omnichannel Support: Our tech support is accessible on various platforms. For example, customers can contact us through phone, chat, email, or even our social media accounts. This helps bring convenience to customers, as they have a variety of options to choose from regarding communication platforms. 
• Consistent Monitoring: We regularly check for any potential technical issues to ensure the prompt implementation of solutions. This helps prevent these technical issues from worsening. 
• Reliable Security: We consistently prioritize security when providing outsourced technical support services. This is because we understand the sensitivity of SaaS users’ data. This is why we utilize data encryption and other security measures to safeguard the data of SaaS users. 

Thinking of Outsourcing Your Technical Support?

Magellan Solutions is a provider of inbound and outbound call center services, as well as business processing outsourcing, in the Philippines. The company has extensive experience in providing best-in-class outsourced solutions to small and medium-sized enterprises (SMEs) and large global enterprises. Combining unrivaled expertise and capabilities across industries and business functions, we bring fresh and new approaches to strategies and operational performance of business operations by delivering the right BPO and customer management solutions that span the entire customer lifecycle.

As a leading business process outsourcing provider of customer management solutions, we are committed to delivering outstanding customer experience with every interaction. Visit Magellan-Solutions.com to learn more about why SaaS companies outsource technical support to us. You can also contact us now and receive a complimentary 60-minute consultation.