Sirius Support offers a unique brand of Shared Support Services designed specifically for early-stage eCommerce and fast-growing B2B SaaS companies. We understand the importance of being able to provide exceptional and immediate support to your customers even when volumes don’t warrant dedicated agents and infrastructure.
The beauty of our SSaaS model is that our 24/7 team is already in place and can come up to speed on your particular product niche quickly. Not only can they provide real-time chat and voice support to your customers, they are well versed in Shopify and can do help with all back office work necessary to keep your store up and running smoothly.
We’ve partnered with tawk.to, the leading Live Chat software on the planet. Their FREE communication platform powers over 7.5 million businesses worldwide.
Our team of implementation experts will install and configure the live chat widget, knowledge base, and Shopify integration on your store.
Our team of around-the-clock agents will be the first point of contact for all pre-sales and order support inquiries. Working seamlessly with your internal team, their primary goal will be to deliver a world-class customer experience for everyone coming to your store.
They will have ready access to all of your product info and FAQs and will be acting as an extension of your brand.
We know that running a profitable drop shipping business takes considerable time and effort. There are daily, weekly and monthly tasks that have to be completed to keep the profits flowing. Many of these tasks are monotonous and/or require a certain amount of of technical savvy.
Our SSaaS team includes Shopify gurus and technical experts that will act as your back office and keep your operation running smoothly.
Note: Any unused credits from any package will carry forward and can be banked for future projects, seasonal spikes, or additional Pre-Launch Starter Kits.
The origins of Sirius Support and our unique Shared Support-as-a-Service model started when our co-founders, Craig Mills, and Peter Fernandez, met while were working for a US-based Private Equity firm. The company they worked for, ESW Capital, was on a buying spree, acquiring financially struggling SaaS companies, at a rate of at least one new company per week.
At the height of the project, Craig and Peter led multiple teams totaling 300+ FTE (working 100% remotely in a pre-COVID world), supporting an eclectic mix of 100+ unrelated software assets. During this period, they perfected their ability to:
Throughout the organization, there was a constant drive to reduce the cost of service delivery while improving customer satisfaction. This led to an ethos of continual process improvement, perpetual agent training, and an ingrained quality-first approach. All of the above was driven to benefit ESW Capital and its portfolio companies.
Having seen this framework delivers exceptional results in PE, in the summer of 2019, Craig and Peter decided to break out on their own by forming Sirius Support and took on the mission of disrupting the traditional outsourcing model. Today Sirius Support has 100+ agents on SSaaS teams (Global Remote & US Remote) and dozens more on dedicated teams supporting great companies worldwide.