I agree. I've run a support team for a mid-sized SaaS company for many years and have so far resisted any outsourcing. Unsurprisingly, Support is one of the commonly cited high points of our product. The members of my team are well trained and knowledgeable and can escalate things easily so that the vast majority of customer problems can be resolved satisfactorily.
The challenge with resisting outsourcing is justifying the cost of it. I try and frame it as: what is the likelihood that a customer churns if their problem goes unresolved?
Of course in our case, each customer represents thousands of dollars in ARR, so that's an easier argument to make.
The challenge with resisting outsourcing is justifying the cost of it. I try and frame it as: what is the likelihood that a customer churns if their problem goes unresolved?
Of course in our case, each customer represents thousands of dollars in ARR, so that's an easier argument to make.