SaaStr

SEPTEMBER 26, 2023

Existing ticketing systems like Zendesk or Intercom embed AI smartly and capture value. Comparing Wave 1 (GenAI) and Wave 2 (SynthAI) Marketing has probably been the category with the most GenAI in the last 12 months. Where will value accrue in a company? So, we’re back to the debate.

AI 258

AI Generative AI Venture Capital SaaS 258

Groove HQ

JUNE 29, 2020

Using real customer questions as our guide, we compare Groove to Zendesk and Freshdesk. The post Zendesk vs Freshdesk vs Groove: 3 Real Questions Answered appeared first on Groove Blog.

Customer Support 109

Customer Support 109

Subscription Flow

DECEMBER 26, 2023

A commonly referenced generalization states that acquiring a new client incurs five times the expense compared to keeping an existing one. Zendesk) According to 95% of consumers, customer service has an impact on their brand loyalty. Zendesk) Out of sixty percent of leaders, customer service increases client retention.

Retention 52

Retention Data Analysis Customer Support Technology 52

Chart Mogul

JULY 2, 2021

While the first generation of SaaS companies (Marketo, Pardot, Workday, etc) might have typically charged annually (or multi-year), the second (Zendesk, Intercom, MailChimp, etc) and current generation (Notion, Zoom, ChartMogul, etc) embraced monthly billing as standard. So they end up comparing apples to oranges so to speak. (2)

Subscription 133

Subscription Payment Features Metrics Churn 133

User Pilot

MARCH 5, 2024

How do the tool’s features compare with those goals? Retention analysis : Google Analytics enables you to track and compare the user retention rates of different user segments. You can also compare the performance of different web pages by comparing their heatmaps. Can you customize your dashboards and reports?

Payment Solutions 52

Payment Solutions Payments SaaS Payments Payment Methods 52

User Pilot

APRIL 24, 2024

Users are more likely to retain what they learned from video content compared to written text. Zendesk Zendesk is a customer service solution that enables SaaS businesses to offer omnichannel support to their customers. Best AI SaaS tools: Zendesk. Unfortunately, creating videos is time and resource-intensive.

AI 69

AI Artificial Intelligence SaaS Generative AI 69

Tom Tunguz

FEBRUARY 2, 2020

You could calculate it as the percent growth in total ending revenue compared to the total starting revenue. Zendesk reports the annual change in cohort monthly recurring revenue. You could calculate NDR as the average of the Percent Change column, which would give you an NDR of 0.5%. Which is right?

Retention 198

Retention Benchmarks Revenue Churn 198

User Pilot

JUNE 29, 2023

Compared to their competitor’s documentation, they really go above and beyond. Luckily, there are some great options in the market – let’s compare two knowledge base tools. Zendesk – the recommended tool for writing user docs Zendesk is a fantastic option for quickly writing helpful articles.

Management 86

Management Technical Review Software Review Customer Support 86

User Pilot

JULY 31, 2023

Zendesk stands out as a top customer service platform for enterprise companies, providing omnichannel communication and customizable automation features. Zendesk – best customer service platform for enterprise companies Zendesk is a well-known customer service platform for large companies.

Social Media 84

Social Media SaaS Marketplace as a Service Communication 84

SaaStr

SEPTEMBER 27, 2023

The number of data points is somewhat limited, but a reasonable takeaway is that, compared to two years ago, Series A happens slightly later, with more ARR and slower growth rates. This might be a function of the slowdown and the fact that Series A happens a bit later than usual. They aren’t dinosaurs that didn’t manage to move to the Cloud.

AI 194

AI Underperforming Technical Team Cloud Strategy 194

User Pilot

OCTOBER 6, 2023

At the consideration stage, the buyer is beginning to compare products, so you need to show more depth. Example 3: Zendesk Zendesk sets you up for success from the moment you view their landing page. Zendesk’s interactive demo. They treat them as such by sharing more specific tactics and features.

Onboarding 91

Onboarding Software Review Transportation Engagement 91

The Angel VC

NOVEMBER 30, 2017

Most public SaaS companies report churn in the form of their dollar-based net retention rate, i.e. the inverse of net MRR/ARR churn (as opposed to account/logo churn), which compares the recurring revenue from a set of customers across comparable periods. Zendesk excludes customers on the starter plan.

Churn 226

Churn SaaS Retention Metrics 226

Tom Tunguz

SEPTEMBER 2, 2014

Zendesk is a 700 person company that builds customer support software. Zendesk went public earlier this year. In the next seven charts, we’ll explore how Zendesk built their business. In these plots, I’ve used Zendesk’s colors as a consistent legend. All the data come from Zendesk’s S-1.

Benchmarks 100

Benchmarks Metrics SaaS Scale 100

Tom Tunguz

MAY 2, 2015

In this post, we’ll compare the efficiencies of bottoms up and top down companies across four dimensions: revenue growth, gross margin, profitability, and capital raised. Zendesk, Hubspot, New Relic and Tableau represent the Bottoms Up bucket. Zendesk is tracing ServiceNow’s revenue trajectory. Zendesk 71.

Startup 111

Startup Venture Capital Mobile Acquisition 111

The Angel VC

MAY 5, 2017

Part 1: The Basics Zendesk continues to be our lifeblood. Since we started using Zendesk to manage our deal-flow about six years ago, we’ve logged more than 18,000 potential investments, and every month, several hundred new ones are being added. and wouldn’t be possible without Zendesk.

Technical Review 168

Technical Review Travel Systems Review Social Media 168

Tom Tunguz

FEBRUARY 3, 2015

Each quarter, Zendesk releases a Customer Satisfaction Benchmark to help companies build more effective customer support teams. Zendesk found four clusters of support organizations listed below in increasing order of sophistication: Late Bloomers - companies of all shapes and sizes whose customer support efforts need improvement.

Customer Success 100

Customer Success Benchmarks Customer Support Startup 100

Point Nine Land

MAY 19, 2023

My conclusion was that Generative AI is an asteroid impact event for B2B software, comparable to the launch of the iPhone or the Internet itself. On the other hand, high-IQ humans can get pretty good at a wide range of tasks with comparably little “training data”.

AI 98

AI Generative AI New CTO CTO 98

Tom Tunguz

APRIL 8, 2015

Box, Hubspot, Zendesk and among many others have exhibited this pattern. These distribution advantages take many forms: a simpler product (Box vs Sharepoint); mobile app store distribution (Expensify vs Concur); content marketing (Zendesk vs Oracle/Peoplesoft). Over time, they seem to inevitably begin serving larger customers.

Innovation 178

Innovation Startup Scale SMB 178

Chart Mogul

JULY 2, 2021

While the first generation of SaaS companies (Marketo, Pardot, Workday, etc) might have typically charged annually (or multi-year), the second (Zendesk, Intercom, MailChimp, etc) and current generation (Notion, Zoom, ChartMogul, etc) embraced monthly billing as standard. So they end up comparing apples to oranges so to speak. (2)

Subscription 52

Subscription Payment Features Metrics Churn 52

OPEXEngine

MARCH 3, 2021

How does that compare to market research? How does that compare to reality? 250 Zendesks. Today, sixty percent of which are white-collar workers. Assuming a $10k SaaS budget per year per worker, we obtain a theoretical market size of about $720b annually. Gartner’s research contends aaS spending in 2019 totaled $228B.

SaaS 52

SaaS Market Research Software Startup 52

Tom Tunguz

JULY 7, 2015

One way of looking at this question is to compare the successes of software companies targeting different departments. Zendesk CS 77%. The next most dominant company in a category is Zendesk which represents 77% of the Customer Support/Success market cap today. And it’s their budget that will be used to pay for it.

Sales Recruiting 111

Sales Recruiting Sales Hiring SaaS Scale 111

OpenView Labs

JANUARY 19, 2021

By the time a company has moved into the expansion stage, they’ve increased their average deal size by about 50% compared to their seed stage pricing. Only 35% of those with an average deal size below $5,000/year price based on value compared to 51% of those with deal sizes above $100,000. Pricing is never 100% done.

Pricing 115

Pricing SaaS Sales Hiring Scale 115

Tom Tunguz

OCTOBER 21, 2015

Last night, at our inaugural event, SaaS Office Hours welcomed Bill Macaitis , CMO of Slack, former CMO of Zendesk and former SVP of Online Marketing and Operations at Salesforce. Best in class companies achieve a score of 70 on a scale of 100, but according to Zendesk data, the typical B2B software company achieves only 29.

Scale 100

Scale SaaS Acquisition Startup 100

Tom Tunguz

JUNE 20, 2016

Salesforce, Netsuite, Marketo/Eloqua/Pardot/Hubspot, Zendesk. Seed round volumes in 2016 have halved compared to 2015, but increased in median size by 40%. The overlapping logos in the Martech landscape visualize the lack of oxygen in some of these segments. Second, the key systems of record in SaaS are already in place.

Venture Capital 100

Venture Capital SaaS Machine Learning Artificial Intelligence 100

The Angel VC

MAY 17, 2017

The driver behind this development is what my colleague Clément Vouillon has described as “The Rise of Non ‘VC compatible’ SaaS Companies” , that is the fact that compared to some years ago there are now many more SaaS companies that get to $1M, $5M, maybe even $10M in ARR. Arguably, there’s never been a better time to start a SaaS company.

Business Model 180

Business Model Venture Capital SaaS Underperforming Technical Team 180

Point Nine Land

SEPTEMBER 7, 2021

The additional capital and the support of Tiger Global will help further Factorial’s mission to build the Zendesk of HR , as Reid Christian of CRV (who led the Series A) put it. The other big reason why e.g. Zendesk couldn’t have been built in Europe was the lack of experienced people. In the case of Factorial, the answer was clear.

Venture Capital 52

Venture Capital New CTO Scale CTO 52

The Angel VC

OCTOBER 3, 2015

The idea was that by putting all of the SaaS founders in one room for a day, we'd give them an opportunity to compare notes, share war stories and learn from each other. The result has been nothing short of amazing.

New CTO 108

New CTO CTO SaaS Startup 108

Sales Hacker

FEBRUARY 12, 2021

Total cost of ownership: If you’re comparing a few solutions that have about the same functionalities and licensing costs, always look at “hidden” costs as well: maintenance and support costs, additional users, etc. Zendesk Sell. For larger companies, Zendesk Sell offers two plans: Enterprise and Elite. Average Rating: 4.37.

Payment Solutions 84

Payment Solutions Enterprise Scale Payments 84

OPEXEngine

JANUARY 26, 2021

You could calculate it as the percent growth in total ending revenue compared to the total starting revenue. Zendesk reports the annual change in cohort monthly recurring revenue. The last column is the ending revenue of that cohort. You could calculate NDR as the average of the Percent Change column. Which is right?

Retention 52

Retention Benchmarks Revenue Churn 52

Point Nine Land

JANUARY 27, 2023

years, and while it attracted lots of developers and enabled the spectacular success of companies like Jasper.ai , its speed of adoption was nothing compared to the never-seen-something-like-this-before growth of ChatGPT (5 days to 1 million users, I’m sure you’ve seen the chart). enabled ChatGPT’s meteoric rise.

ChatGPT 65

ChatGPT Startup Artificial Intelligence SaaS 65

The Angel VC

MARCH 31, 2015

But if you compare that with Spotify’s estimated revenue of $1B in 2014, some 9 years after founding, you quickly see that there has been a significant difference in scale of successful consumer and enterprise businesses. Compare that to Atlassian or Zendesk , which didn’t have a proper salesforce until they reached thousands of customers.

Scale 168

Scale SaaS B2C Finance 168

OpenView Labs

JANUARY 29, 2019

PLG also plays a central role at Zendesk, where I lead growth programs through multiple iterations of our go-to-market organization including self-serve, up-market, and account-based marketing. As an example, when I joined Zendesk , we built out an entire product suite including everything from live chat to a robust analytics offering.

Scale 70

Scale Sales Outsourced Development Acquisition 70

The Angel VC

DECEMBER 16, 2012

Compare that with the website of a modern SaaS solution like Zendesk and I'm sure you'll understand what I mean. For some examples from our own portfolio, check out Zendesk , FreeAgent , Clio , Vend or Geckoboard , to name just a few. Great examples include Xero , MailChimp , CampaignMonitor , Harvest and SquareSpace.

SaaS 164

SaaS Marketing Transportation Startup 164

Neil Patel

APRIL 7, 2021

Evergreen ads may not seem as striking when compared to ads on trending topics and sales. It also shows the ways consumers can compare health insurance plans, such as coverage terms. Zendesk Sell. This Zendesk PPC ad shows off the product’s features like “easy to use” and “quick to deploy.”

Social Media 86

Social Media Trends Branding Pricing 86

SaaS Onboarding Emails

DECEMBER 12, 2018

The free trials included: Shopify CoSchedule Zendesk Evernote Basic monday.com Next, I wanted to understand how often companies reach out to trial users over the two-week period. 10 emails Zendesk?—?9 monday.com broke the mold by sending most of their emails at 8:00 PM CST, with Zendesk the runner-up at nearly 5 PM CST.

Onboarding 40

Onboarding SaaS Marketing B2B 40

SaaS Onboarding Emails

NOVEMBER 27, 2018

Unsurprisingly, Zendesk focuses on customer support and chatting with the team during its free trial email series. Series Overview Zendesk sent nine emails, including one authentication message, during the 14-day free trial. Zendesk thanks me for signing up, and then they give me the link I need. It’s an important step, too.

Onboarding 40

Onboarding Customer Support SaaS Branding 40

Tom Tunguz

OCTOBER 12, 2014

WorkDay has grown explosively, but in a very different manner than any of the previous companies we’ve analyzed ( Veeva , Hubspot , Zendesk , Tableau , MobileIron or Box ). Over time, subscription revenue will continue to increase compared to services revenue. Services revenue isn’t a money-maker.

Benchmarks 111

Benchmarks Deferred Revenue Venture Capital Outsourced Development 111