47 Cannon Street, Arca Building, Birmingham, B2 5EF, United Kingdom
701 Tillery Street, Unit 12-1160, Austin, Texas, 78702, United States
#getsaasy
© 2025 The SaaSy People Ltd. - All Rights Reserved - Registered in England and Wales: 12341379 - VAT Registration Number: 360 1161 44 - ICO: ZB066023
By partnering with The SaaSy People you can easily build a long term solution that’s both scalable and flexible – without having to hire new in-house team members!
Customer retention is 5x cheaper than customer acquisition.
The Challenges:
From Scaling, Timing to Recruiting.
Scaling
CS support with ease and flexibility to suit the growing business demands.
Timing
Covering evening and weekends allowing for 24/7/365 coverage
Recruiting
Hiring and retraining moving focus away from the main goals
"Our main challenge was flexibly scaling the customer team because the problem is that sometimes there can be quite a high turnover, especially in inconvenient work hours, such as evenings and weekends. Being a startup, we spent so much time on hiring and retraining that it distracted us from some of our main goals, which were making our product as good as possible.
Our main objective: how can we be in a position to scale faster?”
Tiff Burns
CEO, LuckyTrip
Primary Goals:
Quality, Flexibility and 24/7 Coverage.
High Quality Customer Resource
LuckyTrip, as a brand that targets the younger demographic, understands that subtle things like tone of voice matter, and that's why we firstly wanted a team to be based in the UK to deal with UK customers. Also, a team that deeply understood the subtleties of our brand's tone of voice and how we'd like to portray ourselves to our customers was essential, and we felt we had that best with SaaSy over other outsourcing companies that were more globally distributed."
Tiff Burns
CEO, LuckyTrip
Case Study: LuckyTrip
How utilising outsourced customer support elevated CX, aided repeat business and shaved a day off their week!
LuckyTrip is a travel inspiration app that lets you find a trip in one tap. Unlike most other travel companies, LuckyTrip plans your break with your budget and interests in mind. Simply apply the filters you like and hit lucky! Their AI algorithm scans millions of inventory to find a complete trip in one tap for you to book with ease.
Flexible On Demand Over The Year
Upscale Quickly When Needed
Create 24/7/365 Customer Support
Star customer rating on TrustPilot for LuckyTrip, highest rating for a travel company on the platform.
Repeat customers monthly, showing an increase of +15% pre SaaSy
Days saved per year to focus on meaningful work
"Without SaaSy, weekends were always challenging for us as finding people to cover is hard. People tend to travel more on the weekends, meaning we need someone online on the phone who is prepared to deal with any issues. When dealing with an anxious or stressed customer, being able to calm them down, help solve the issue properly, and find out the issue whilst constantly keeping the customer in touch with what's happening can make all the difference in turning what can be an angry customer into someone that praises your brand and products and then recommends it to people. This has happened a few times on weekends when SaaSy agents have handled issues well."
Tiff Burns
CEO, LuckyTrip
The SaaSy Impact:
Reviews, Repeat Business and Time Saved.
The Challenges:
Building on a Foundation of Success.
Integrate CRM Platform To Further Enhance CX
Continue To Scale Up On Demand When Required
Understand Best CS Practices To Further Develop CX
"SaaSy has been fantastic every step of the way; we highly recommend! The more information a business can give during the onboarding process, the better the process and the better the results will be. But to get the best out of it, it's about what that business can portray and what their customer team would like to be, whilst having an open dialogue regarding feedback and working together on best practices."
Tiff Burns
CEO, LuckyTrip
