Selling SaaS Globally paddle.com How to solve the problem 1 Establish a support ethos A support ethos establishes where, when, and how your business will deploy support in each new geography. Some use a ‘follow the sun’ methodology, o昀昀ering consistent support from teams in di昀昀erent timezones. Others employ a support team that works a shift pattern out of their HQ. What are the bene昀椀ts? Thinking strategically about whether you provide live support or automated self-serve, 24 hours or o昀케ce hours, by phone or by digital channels can help you provide maximum coverage and customer satisfaction. This approach also keeps costs lower, as you avoid the need to hire out of hours and weekend sta昀昀 that work for higher rates. 2 Automate support channels Not all support requests will require human intervention. Simpler issues can be tackled by empowering users to self-serve their way to a solution. This is achieved by improving your documentation, FAQs and help center, or by implementing chatbots. What are the bene昀椀ts? Automating support channels reduces the volume of tickets being created, as customers are empowered to help themselves. It also helps you deploy budget more e昀케ciently, freeing up expensive human resource to focus on more strategically valuable work. 3 Implement QA processes Quality Assurance (QA) is the process of reviewing customer service conversations in order to deliver consistently high-quality support. QA can be performed by existing team members with the support of frameworks and technology, or can be a full-time role. What are the bene昀椀ts? QA ensures that the increase in tickets as you scale does not result in a decrease in response quality. It takes the burden of review away from support team leads, so they can concentrate on management rather than execution. 31