SaaS & Tech Support Outsourcing
Technical support, onboarding and retention — for software vendors and tech startups
Your sector challenges
Technical onboarding: the first weeks drive adoption and retention
Quality technical support: users pay for reliable, responsive service
Churn fighting: every interaction is a chance to retain or lose an account
Expansion and upsell: spot opportunities (modules, upgrades) during exchanges
Multilingual support to scale software beyond its home market without hiring everywhere
Our answer
Tier 1 support: product questions, configuration, access, billing
Tier 2 support: technical diagnosis, bugs, integrations, APIs
Outbound calls: active onboarding, check-ins, reactivation, upsell
Back-office: ticket handling, bug reproduction, documentation
Live chat and real-time digital support on app/web
What we steer
First Contact Resolution (FCR)
First Response Time (FRT)
Customer Satisfaction (CSAT)
Adherence to contractual SLAs
Escalation rate to tier 2 support
In context
Head of Customer Success, European SaaS vendor — industrialized onboarding and multilingual technical support.
Estimate your savings
Interactive calculator — honest range, no commitment.
20
2,500 €
Adjust to your actual fully loaded cost.
Morocco — actual pricing is confirmed with the selected partner.
Illustrative monthly ceiling
Up to 22,500 €
Illustrative annual ceiling: 270,000 €.
Indicative scenario. The assumption is capped at 45% and depends on scope; it is not an observed average, a guarantee or a quote.
Request a scoped quoteFrequently asked questions
Yes. We recruit and train profiles that are both technical and service-oriented. Every mission starts with training on the product, architecture and diagnostic procedures, with a kept-up-to-date knowledge base.