Latest News

When Do You Need to Outsource SaaS Customer Service

You have created a decent software product and even launched it. You probably got your first earnings and started reaping the fruits of your efforts. Yet, your customers have questions. Maybe you forgot to take care of something else? The solution is simple: you need to outsource SaaS customer service or hire an in-house team.

Users will always have questions and require immediate answers no matter how perfect your product is. Microsoft claims that 90% of customers largely base their decision to buy software on the availability of customer support.

Thus, the success of your SaaS product depends not only on the quality of its delivery but also on the quality of your IT support. We will talk about customer support in this article and discuss the main reasons for outsourcing such services.

What Is SaaS Customer Support?

SaaS customer support entails helping your customers during your product’s pre-sale and after-sale phases. This service aims to do everything possible to make user interaction with your software as smooth as possible.

Customer support includes answering questions and providing instant solutions to any problems related to your product. Typically, the main interaction channels with users are chat, chatbot, e-mail, or phone.

Your customer support team can also help your customers in some other ways. It may be instructing and educating your users through webinars, knowledge bases, manuals, and other educational tools.

Outsourced vs. In-house SaaS Customer Support

When SaaS businesses require customer support, there are two options to launch this service. The first is to recruit in-house staff, and the second is to hire a remote SaaS support team.

Both ways to set up customer support services have several advantages and disadvantages. We will now compare these two approaches so that you can choose the one that meets the needs of your business.

In-house Customer Support Team

The in-house team involves the creation of a separate customer support department within your company. It means that these specialists will work with you, and you will be able to supervise their work easily. So let’s deal with such a team’s main pros and cons.


  • Dedicated to your product. In-house teams will commit time to your software and know its peculiarities and features.
  • Instant feedback. Since you are in the same office, you can quickly receive updates from your customer support team.
  • More control over the team. Again, managing an in-house customer support team is easier because you do it from within your company.
  • High data security. Working with in-house employees ensures higher data security compared to third-party vendors.



  • High cost. It will take a lot of money to find and maintain full-time employees, rent an office, buy equipment, etc.
  • The need for employee training. As you assemble a new team to provide customer support, you must spend time and resources familiarizing employees with your product.

Outsourced Customer Support Team

The in-house team looks very attractive to businesses. However, many companies are actively moving to an outsourced SaaS support model. It is when you hire a third-party vendor to perform customer support tasks.

Let’s get acquainted with the advantages and disadvantages of outsourcing SaaS customer support services.



  • Financial benefit. By outsourcing, you get the opportunity to look for employees around the world and choose them according to your financial capabilities.
  • Fast onboarding. By contacting an outsourced customer support vendor, you immediately get a team of employees ready to start working here and now.
  • Easier to replace a team. If your customer support specialists do not suit you, you can ask your service provider to locate you a new team.
  • High scalability. You can expand or reduce the support team according to the workload of your business.



  • Potential communication difficulties. Outsourcing allows you to look for employees anywhere in the world. It can lead to issues associated with different time zones, languages, cultural barriers, etc.
  • Security risks. Outsourcing involves purely online communication with employees, and therefore there is a risk of data breaches. However, it depends more on the contractor you choose.

Main Reasons to Outsource SaaS Customer Services

You could see that outsourced SaaS customer service offers many benefits to the business. It is cost-effective, highly scalable, and provides smooth onboarding. What else could lead you to outsource over forming an in-house team?

Let’s look at the main reasons.


  • Access to talent

Outsourcing opens up access to a wide range of employees. You can locate customer support specialists almost anywhere in the world. It also allows you to choose experts experienced in your particular niche.


  • Extensive experience

Remote customer support providers have probably worked with many companies and products before. Thus, you will hire remote specialists with a deep understanding of their tasks and responsibilities.


  • Less work for you

To run the SaaS customer support service, you only need to find a reliable vendor. The third party will do everything else for you. The scope of work includes selecting employees, their maintenance, and providing your team with the necessary software and equipment.


  • Higher profits

Outsourced SaaS customer support not only saves you money. This service also allows you to increase your profits. According to research, improved customer experience has helped 84% of companies increase their earnings. How is this possible? You turn to experienced remote specialists who provide flawless customer support.


Outsourcing SaaS customer support has many benefits for your business. Among the main ones are financial advantages, access to experienced specialists, and the ability to easily scale your company.

How do you know that you need outsourcing? Outsourced SaaS customer support is suitable for companies that want to grow without spending significant budgets on team maintenance. It is also appropriate for those businesses that seek to increase profits through impeccable customer support from experienced remote specialists.

As a result, outsourced SaaS customer services allow company owners to focus on core business goals while the remote team takes over customer support.