Sector 04 of 08 · SaaS

Outsourced Support for SaaS Companies

Growing user bases bring more questions, more tickets and more content to review. HIve can provide technical helpdesk support, customer support and moderation, so your product and engineering teams stay focused on building.

Schedule a quick discovery call How HIve can help
Helpdesk
L1 and L2 product assistance
Onboarding
Guidance for new users
Community
Forum and comment review
Response
Reply within one business day
01 Where the pressure shows up

More users means more questions.

Every new customer brings onboarding questions, support tickets and, often, community activity to look after.

  1. Tickets reaching engineers

    When there's no dedicated helpdesk, product questions and bug reports land on developers.

  2. Onboarding friction

    New users who can't find their way around the product are less likely to stick with it.

  3. Community spaces

    Forums, comments and reviews need consistent review to stay helpful and on-brand.

02 How HIve can help

Services that fit SaaS work.

These are the HIve services most relevant to SaaS businesses. The services stay the same; the workflows and priorities are adapted to your business during planning.

Need something else? Every HIve service can be used on its own or combined.

Explore all six HIve services
03 How we work together

Built around how you already work.

No one-size-fits-all playbook. Every engagement follows the same four steps, starting with understanding how your SaaS business actually runs.

Start with step one

  1. Listen first

    We take the time to truly understand the challenges and objectives you face day to day — before anything is designed.

  2. Draw up the plan

    We create a clear, realistic workflow that suits your tools and meets your standards, rather than a one-size-fits-all playbook.

  3. Get started

    Our experienced team takes charge of the process with as little disruption to your business as possible.

  4. Keep improving

    We keep reviewing performance, exchange frank feedback with you and adjust the output.

04 FAQ

Questions from SaaS businesses.

Contracts, onboarding, working hours and data access are covered on the full FAQ page.

Read the full HIve FAQ
What SaaS support can HIve take on?
First- and second-line technical support, onboarding guidance, account and billing questions, and moderation of community forums, comments and reviews.
Can the helpdesk escalate to our engineers?
Yes. Escalation rules are agreed during planning, and issues that need your engineering team are passed on with clear ticket notes.
Does the team work in our existing helpdesk?
Yes. HIve draws up workflows around the ticketing and communication tools you already use.
05 Other sectors

Other sectors HIve can support.

Same services, adapted to each sector's workflows.

Let's talk

Have an operational bottleneck you'd like to solve?

Let us know what's slowing your SaaS business down and we'll put together a team arrangement for it. We reply within one business day.

Schedule a quick discovery call All six services