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Customer support matters a lot. For one, it directly affects a company’s reputation. This team deals with inquiries, troubleshoots product or service issues, and establishes long term relationships with users. As such, for startups and new companies, outsourcing to customer support agencies is a must.
Are you in search of a Customer Support Agency? Start here! This article takes a closer look at the 7 leading customer service agencies in the market.
Wing Assistant
We’re totally not biased when we say Wing Assistant is the best option! Wing connects business owners with customer support professionals from around the world. Wing’s roster of clients includes MIT, Builder.ai, Chick-fil-A, Harvard, and more.
- Best Features: AI-enhanced human-in-the-loop services, 24/7 availability, no contracts month-on-month, assistance anywhere in the world.
- Pricing: Starts at $1,299 per month for one full-time customer service representative. A full-time CSR will work 160 support hours per month.
Choose This Service if You Want: A dedicated customer care professional. Wing Assistant is a valuable partner for businesses looking to elevate their customer service experience. It offers access to reliable support that contributes to overall operational efficiency.
Scale Support
Scale is a Wing Assistant company. It is one of the newer customer support agencies, but has quickly established itself as a reliable option. It focuses on round-the-clock customer support teams for enterprises. SaaS apps, online shops, marketplace platforms, marketing agencies, and delivery businesses have used Scale’s services.
- Best Features: Support geared for enterprises and larger teams, no contracts, available for the hours that the client requests
- Pricing: Starts at $5,499 per month. This provides a 6 or 7 member team, for 800+ hours.
Choose This Service if You Want: A whole dedicated team to help you with your customer support needs. Scale specializes in customer care for medium-sized and large enterprises.
SupportYourApp
SupportYourApp offers top-notch outsourced customer service, providing 24/7 support in over 60 languages. Their services include live chat, phone, email support, customer onboarding, and after-hours coverage. They boast an impressive client list, including Calm, MacPaw, and SplitIt.
- Best Features: Seamless integration with popular communication systems, PCI/DSS & ISO/IEC 27001:2013 certifications for data security, and customizable solutions.
- Pricing: $2,000-$5,000 monthly; their Essential Plan provides 1 dedicated agent for 16 hours per week, while their Growth Plan provides 5 dedicated agents.
Choose This Service if You Want: Customer service representatives for your SaaS app company, e-commerce store, or your tech startup.
Helpware
Helpware is a business process outsourcing company offering a range of services designed to enhance customer experience and operational efficiency. Their services include digital customer experience, content control and verification, AI customer service, back-office support, data labeling, and cybersecurity.
- Best Features: The three main offering advantages of SAP are the integration of AI, the possibility to create custom solutions, and the leverage of an outstanding technical support system.
- Pricing: Helpware’s customer support contract starts at $2,200 per month. This tier provides 2 dedicated agents.
Choose This Service if You Want: Support for e-commerce, SaaS, healthcare, fintech, and the like. Helpware also emphasizes that they take a people-driven approach, integrating human expertise with advanced technology.
TaskUs
TaskUs offers Digital Customer Experience (CX) services that enhance customer interactions across various channels, including voice, chat, tech, and email support. They emphasize cost-effective, technology-driven solutions tailored to clients’ needs, leveraging AI and a global workforce to provide personalized and seamless customer service.
- Best Features: Omnichannel support, AI and automation integration, 24/7 support
- Pricing: TaskUs has different rates for onshore and offshore customer support. Onshore assistant rates are $35-39 per hour, nearshore support costs $12-16 per hour, and offshore rates are $9-13 per hour.
Choose This Service if You Want: To hire quickly. TaskUs has received particular attention for the ease with which it can ramp up its operations during busy hours, so the client does not experience any drop in the quality of customer service.
Teleperformance
This is one of the customer support agencies that offers what they call Digital Customer Experience (CX) services, integrating AI, automation, and analytics to deliver personalized and efficient customer interactions. Teleperformance’s focus is on enhancing customer satisfaction, driving business growth, and optimizing operations through advanced technology and human expertise.
- Best Features: Seamless integration across voice, chat, social media, and email, strategic strategic consulting, content moderation, data-driven CX.
- Pricing: Its operation costs are almost always different and depend on the services and the different regions in which it operates from.
Choose This Service if You Want: to offload high-volume work. Teleperformance is a large global partner that can support and manage huge amounts of dealings across various touch points.
Concentrix
Concentrix is among the customer support agencies popular for offering end-to-end solutions that integrate customer insights with business outcomes, allowing companies to improve both customer satisfaction and operational efficiency. This customer support agency also offers industry-specific expertise, particularly in technology, automotive, and healthcare.
- Best Features: Detailed customer journey mapping, scalable support, advanced analytics
- Pricing: Like with Teleperformance, their pricing depends greatly on the needs of the clients and the region they’d like to source talent from.
Choose This Service if You Want: Customer support for tech, automotive, or healthcare companies. Also, if you’re interested in extensively using customer insights in business outcomes.
What to Look for in a Customer Support Agency
Choosing the right customer support agency is crucial for your business. Here are some key factors to consider:
Identify Key Criteria
Look for customer support agencies that specialize in your industry and offers a range of services across all communication platforms your business uses. For example, if your products are technical, prioritize agencies with expertise in technical support.
Evaluate Experience and Reputation
Examine the agency’s performance through customer testimonials, work examples, and other feedback. A strong reputation indicates reliability and quality service. Leading talent marketplaces like Wing or Scale have numerous satisfied clients, demonstrating their effectiveness.
Technology and Tools
Assess the agency’s technology, including AI chatbots, CRM systems, and analytical tools, to ensure they provide efficient support. For instance, Helpware uses AI to speed up response times and enhance service accuracy.
Cultural Fit and Language Proficiency
Ensure the agency aligns culturally with your business and is proficient in the languages your customers use, especially for international operations. Agencies like SupportYourApp offer multilingual assistance, broadening your customer reach.
Scalability and Flexibility
The agency should handle increasing workloads and adapt to changing scale requirements. They should balance busy periods and adjust production as needed. TaskUs, for example, is known for its flexibility and ability to support rapidly growing businesses.
Cost and Pricing Structure
Review the agency’s pricing transparency. Understand their cost structure, including one-time charges, monthly fees, per-transaction fees, and any additional costs. Websites like Wing and Scale offer affordable and flexible pricing to meet client needs.
Service Level Agreements (SLAs) and Metrics
Clear SLAs and performance metrics help set expectations and ensure accountability. Key measures include response time, resolution time, customer satisfaction ratings, and first-interaction problem-solving rate. Agencies like Teleperformance provide detailed SLAs, making them suitable for large companies with constant call requirements. Conversely, startups might benefit from Wing and Scale’s customizable, AI-supported solutions.
By focusing on these criteria, you can select a customer support agency that not only meets your needs but also helps elevate your business.
Looking for Customer Support Agencies? Try Scale
There are several excellent customer support agencies today. Who you outsource to can significantly impact your business’s success. After exploring the top agencies like Wing Assistant, Scale Support, SupportYourApp, Helpware, TaskUs, Teleperformance, and Concentrix, it’s clear that each offers unique strengths.
Whether you prioritize AI-enhanced services, multilingual support, or scalable solutions, these agencies can cater to diverse business needs. Ultimately, your decision should align with your specific industry requirements, operational goals, and budget.
Elevate your customer service to new heights by teaming up with Scale today! Get in touch with us to learn more.
Aya is Scale Support’s blog manager. When she’s not wrangling content briefs, editing article drafts and handling on-page SEO, she is crafting messages for Scale’s other communication materials. Aya writes about SaaS startups, marketing for startups, search engine optimization, and pop culture.
