What We Do
24/7 Customer Support Operations for a Growing SaaS Platform
A SaaS platform experiencing rapid user growth needed to scale its customer support operations without increasing internal overhead. The existing support team struggled to manage rising ticket volumes, resulting in delayed responses and inconsistent service quality.
SunlightSol provided a dedicated customer support outsourcing solution tailored to the client’s product and customer base. Our team worked closely with the client to understand product functionality, support workflows, and brand tone.
By implementing structured processes, service-level agreements (SLAs), and quality monitoring, we delivered consistent, round-the-clock support while allowing the client’s internal team to focus on product development and growth.
01. The Challenge
As the user base expanded, customer support demands increased rapidly. The client faced operational strain due to limited internal resources and the inability to provide 24/7 coverage. Long response times risked customer dissatisfaction and churn, while inconsistent handling of tickets affected the overall support experience.
02. The Solutions
SunlightSol deployed a trained, dedicated customer support team aligned with the client’s product and service standards. We focused on knowledge transfer, process standardization, and quality control to ensure reliable support delivery across all channels.
Dedicated Support Team Setup
Assigned trained agents familiar with SaaS workflows to handle customer queries.
Multi-Channel Support Management
Managed email, chat, and ticket-based support with consistent response standards.
SLA & Quality Monitoring
Established SLAs, monitored performance metrics, and conducted regular quality checks.
Reporting & Continuous Improvement
Delivered regular reports and feedback to continuously improve support efficiency and quality.
03. The Results
The outsourced support model enabled the client to scale customer service efficiently while maintaining high service quality. Response times improved significantly, customer satisfaction stabilized, and internal teams were relieved from day-to-day support pressure. The client gained a scalable support solution aligned with long-term growth plans.