How to Choose a Support as a Service Provider

Choosing a Support as a Service (SaaS) provider is a crucial decision that can impact your business’s customer service quality and overall success. In this post, the team from discusses how to find the perfect fit. 

Define Your Requirements

To find the right match, you need to fully understand your needs. What type and level of support do you require? For example, do you need help with dealing with phone calls or do you require technical expertise? Work out your expectations in terms of channels (phone, email, chat), response time expectations, languages, technical expertise, and any other relevant issues. 

Finally, determine if you need specialized support for certain industries or products.

Research Potential Providers

Look for SaaS providers that align with your industry, customer base, and support needs. Seek recommendations from colleagues, industry forums, and online reviews, but always conduct your own research to confirm these. 


Spending longer on this step improves your chances of making the right decision immediately. 

Assess Experience and Expertise

Evaluate the provider’s experience in delivering support services. Ask for case studies or references from current clients. Check if they have reviews on independent sites and also check their reviews on sites like GlassDoor.  Learn more about their experience in your industry. 

Service Quality and Metrics

Inquire about their service level agreements (SLAs) for response times, resolution times, and customer satisfaction.  Find out what quality monitoring and reporting software they use and if you can monitor calls. Reputable companies will allow you to monitor interactions at will. 

Scalability and Flexibility

Find out whether or not you can increase or decrease your support quickly and easily. Can they adjust with you as your needs change, or do they only offer generic plans? Look for companies willing to create a custom strategy. 

Technology and Tools

What tools does your chosen provider use to manage and support interactions? How effective are their CRM software and ticketing systems?  

Data Security and Compliance

Can the company comply with data security regulations relevant to your home country and, if they’re overseas, its country? What steps do they take in terms of encryption, access controls, and compliance with relevant regulations? What are their data retention policies, and do they have an incident recovery plan? 

Multichannel Support

Do you require support across multiple channels like phone, email, chat, and social media? If so, make sure that your provider can support all of them. 

Training and Onboarding:

Find out how they recruit new consultants and what training they provide. What is their onboarding process, and how will they ensure new consultants understand your products and services? What type of ongoing training do they provide? 

Customer Feedback and References

You are well within your rights to ask for references but go beyond these. Research online reviews and see if the company has won any awards. Start evaluating them from the first meeting and see how responsive they are. 

Contract and Exit Strategy

Review the contract terms, including termination clauses, data ownership, and how customer data will be handled at the end of the contract.

Trust and Compatibility

Trust your instincts and choose a provider that you feel comfortable working with and who aligns well with your company’s values and goals. The company will treat you the best during the negotiation phases so if they fall short here,  you must keep looking. 


Making an informed decision about your SaaS provider is essential for maintaining a high level of customer satisfaction. Take your time to thoroughly assess each potential provider and choose the one that best meets your support needs and aligns with your business objectives.

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