Background:
Stephanie runs a mid-sized SaaS platform that offers a productivity tool used by small teams globally. Her biggest bottleneck was timely and empathetic customer support.
The Challange:
Her U.S. support agents cost $18/hour, and response times were lagging due to short staffing. Customer churn was creeping up due to lackluster service.
The Solution:
We deployed a 2-person support team from Pakistan trained in SaaS ticketing systems (Freshdesk, Intercom), working U.S. hours, trained on tone, empathy, and technical walk-throughs.
The Results
- Support costs reduced by 68%, paying only $5.75/hour
- CSAT scores jumped from 3.9 to 4.8 stars within 2 months
- Reduced first-response time by 60%
Saved over $4,300/month while increasing retention