ChurnZero

MARCH 10, 2023

We’ll walk through how to write prompts to help you better serve your customers, with examples you can add to your CS toolkit. Top tips include how to consider the customer perspective, use consistent language and formatting, and the best structure for efficient, effective results. So let’s automate part of this daily practice!

AI 98

AI Customer Success Technical Review Generative AI 98

Payrix

APRIL 24, 2024

As the last episode of a four-part series on the topic, Andy and Ian tackle how software companies can minimize attrition and why it’s important to the payments conversation. Part 3 – How value-added services contribute to the payments experience for customers. How do payments impact software attrition rates? shares Andy.

Payments 147

Payments Embedded Payments Merchant Services Payment Solutions 147

SaaStr

NOVEMBER 16, 2022

You can watch the full video below, and we’ve included a transcript of the episode. Transcript. Why did your first rep not work out? They knew how to talk about ACV and MRR and RRM. It can work out a little bit for tiny SMBs, but it doesn’t work in software, okay? ” “I work with Joe.

Sales Hiring 226

Sales Hiring VP of Engineering Payment Methods Scale 226

Intercom, Inc.

FEBRUARY 10, 2022

But with the onset of the COVID-19 pandemic that disrupted entire industries, forced many of us into working remotely, and brought about unprecedented digital transformation, the last two years have been particularly demanding. Reduced headcount, longer working hours, and a spike in queries have led to burnout.

Customer Support 211

Customer Support Trends Technical Review Headcount 211

Intercom, Inc.

JANUARY 5, 2022

After working on NASA’s Space Shuttle Main Engine, he went on to develop Portfolium, a social networking platform that allows students and graduates to showcase skills beyond the traditional resume to potential employers. Don’t skip on automation. Cyber security and compliance, it turns out, is in demand.

Scale 211

Scale compliance Software Review Technical Review 211

Andreessen Horowitz

DECEMBER 12, 2023

About My First 16 Our new video podcast series My First 16 features interviews with founders and CEOs of fintech companies about how they acquired their initial customers and the hard lessons they learned along the way. Episode Transcript This transcript has been condensed and edited for readability and clarity.

Payment Solutions 113

Payment Solutions Payment Methods Payment Services Payments 113

ChurnZero

MARCH 10, 2023

We’ll walk through how to write prompts to help you better serve your customers, with examples you can add to your CS toolkit. Top tips include how to consider the customer perspective, use consistent language and formatting, and the best structure for efficient, effective results. So let’s automate part of this daily practice!

AI 75

AI Customer Success Technical Review Generative AI 75

Intercom, Inc.

APRIL 9, 2020

We lean on automation to accomplish that, because it does three things well: Routing questions to the proper place. Most importantly, automation frees up valuable bandwidth for your team to empathetically address the most important issues directly with customers. What follows is a lightly edited transcript of the episode.

Customer Support 245

Customer Support Healthcare Sales Hiring Travel 245

SaaStr

SEPTEMBER 4, 2020

370: As organizations race to achieve relevance and a competitive edge in the digital era, automation is fueling the fight. Join PagerDuty’s CEO, Jennifer Tejada, as she discusses the need for agility and innovation and how automation is aiding adaptability and allowing enterprises to surge ahead. Jennifer Tejada. Ben Chestnut.

Scale 158

Scale Underperforming Technical Team Sales Hiring Branding 158

SaaStr

JUNE 2, 2021

Ep #401: In this session, you will learn how to make the Freemium model work while also incorporating the traditional sales-driven strategy. Olof Mathe will share how the two strategies can blend together and specific lessons he has learned from his experience. And how do you find the right fit that works just for you?

Sales 245

Sales Pricing Enterprise Outsourced Development 245

SaaStr

SEPTEMBER 18, 2020

376: In part two, ZoomInfo founder and CEO Henry Schuck shares how he built a business from scratch and grew it into one of the most successful IPOs of the 21st century—and what it was really like…the good, the bad, and most of all, the ugly. So what does this mean that your voice was important? How were you not being heard?

Sales Hiring 244

Sales Hiring CTO Hire Scale Investment 244

SaaStr

JULY 28, 2021

From her advice on how to not be ‘that guy’ to what she learned while forging her own path through uncharted startup territory, there’s plenty of food for thought and discussion to be found throughout. Transcript: [background music]. Let me ask you, how much do you know about accounting? Therese : There we go.

Startup 272

Startup CTO Hire Sales Hiring CTO Coach 272

Andreessen Horowitz

APRIL 30, 2024

In this conversation, a16z General Partner Angela Strange talks with J eff Sloan, former CEO of Global Payments, about how he was early to spot significant industry trends, how to make bets that move an organization, and the sea change that AI represents for the financial services industry. How did you bring those things together?

Payment Solutions 83

Payment Solutions Payments Payment Services SaaS Payments 83

SaaStr

JUNE 3, 2020

FULL TRANSCRIPT BELOW. Both, how did we get here today? And more importantly for us in the SaaS community, how do we get beyond it? How do we win back the trust of our customers? And now what are the big trends we’re seeing in global SaaS, and how is that affecting software buyers and trust?

Software Review 181

Software Review Scale Technical Review SaaS 181

Intercom, Inc.

MAY 21, 2020

? ? In our quest to make the most of support automation, we’ve found three uses that really optimize its potential. You wouldn’t want to deploy automation for a customer who has specifically requested a human touch, for example. Here are five quick takeaways: We’ve developed a new metric called ROAR: the rate of automated resolution.

Scale 221

Scale Sales Hiring Customer Support Metrics 221

Intercom, Inc.

OCTOBER 27, 2022

Over the years, he collected his fair share of documents – photos, bios, logos – from speakers and partners alike, but he quickly realized just how much time he was wasting sending reminders for missing documents and gathering everything before the deadline. What follows is a lightly edited transcript of the episode. SaaS-struck.

Technical Review 118

Technical Review Software Review Development Team Review Systems Review 118

SaaStr

JUNE 1, 2021

Co-founder and CTO Dharmesh Shah shared with us how they got there — and the top mistakes they made — just 3 quarters after their IPO. Check out the video and full transcript below, and the podcast above! TRANSCRIPT. We have someone that…how many Twitter followers do you have? Work with me here.

Part-Time VPE 224

Part-Time VPE Technical Cofounder CTO Hire New CTO 224

Intercom, Inc.

JULY 28, 2022

Sanj started working at Salesforce back in 2005, when the company had around 1,000 employees and a few hundred million in revenue, and he was a part of its growth for 14 years, holding several leadership positions in multiple markets in EMEA. What follows is a lightly edited transcript of the episode. A new chapter.

Scale 210

Scale Scaling Sales Hiring Sales Recruiting 210

Intercom, Inc.

NOVEMBER 3, 2022

. “A well-oiled, organized support team is crucial to eliminate friction in the customer experience, and nothing impairs a seamless experience quite so much as a burned-out, scattered team” Are legacy ways of working ruining the agent experience? That’s what matters: how painful is it for customers? Where did you start out?

Scale 206

Scale Outsourcing Services Software Sales Hiring 206

SaaStr

JULY 2, 2020

In Today’s Episode We Discuss: * How Kurt made his way into the world of enterprise SaaS with Dataiku having started his career at Deloitte in Paris? What does it take to go from 0-1 in implementing both AI and data science disciplines in 20th-century companies? How can one assist them in the right way? Harry Stebbings.

Outsourced Development 280

Outsourced Development Sales Hiring Scale Technical Advisors 280

SaaStr

JUNE 7, 2021

From how the seed of an idea got planted to 1,700 employees 10 years later, there are many lessons to be learned. TRANSCRIPT . Peter : Part of it is just how I was born. I remember coming back in first grade and telling my parents, “I don’t want to learn how to read. OK, I better learn how to read.”

Sales Hiring 333

Sales Hiring Underperforming Technical Team SaaS Headcount 333

FastSpring

JANUARY 26, 2024

With years of experience at managing customer success (CS), Jake Dipple knows how important it is to foster collaboration between businesses and their customers. How CS impacts your ARR, product value, and marketing. And much more! Jump to highlights. Listen to the episode to hear more details. David Vogelpohl 0:24 All right.

Customer Success 144

Customer Success VP of Engineering Payments Payment Methods 144

Intercom, Inc.

FEBRUARY 25, 2021

In this guide, Annette writes about the best way to get inside the mind of your customer, and how to use those insights to create better customer experiences. How to put the “customer” in “customer experience”. When I first start working with clients, I’ll interview executives, employees, customers, and the employees.

Scale 211

Scale Consulting Interviewing Customer Support 211

Intercom, Inc.

AUGUST 20, 2020

Unpacking this central conundrum is at the heart of Alex Wolf’ s work – the self-described “consumer-facing anthropologist” has made a career by thinking deeply and talking widely about issues related to the pervasive role of technology in modern life. What follows is a lightly edited transcript of the episode. Short on time?

Technology 243

Technology Telecommunications Social Media Communication 243

Intercom, Inc.

NOVEMBER 17, 2022

She moved to the US after finishing her engineering degree and worked her way up the ladder, building mobile products across companies such as Reuters and Bloomberg. She had a deep understanding of their processes and pain points and knew how to build software that would help them thrive. It was only a matter of sticking the landing.

VP of Engineering 118

VP of Engineering Scale Sales Hiring Underperforming Technical Team 118

Intercom, Inc.

SEPTEMBER 3, 2020

Which is why customer feedback is a big deal to all of our teams – it’s really integral to what we do and how we build. So If you’ve ever asked yourself – how does my feedback add up to the features and updates that we build? What follows is a lightly edited transcript of the episode.

Mobile 212

Mobile Scale Underperforming Technical Team Engineering 212

SaaStr

SEPTEMBER 13, 2020

You can read the podcast transcript below. 374: ZoomInfo founder and CEO Henry Schuck shares how he built a business from scratch and grew it into one of the most successful IPOs of the 21st century—and what it was really like…the good, the bad, and most of all, the ugly. You can read the podcast transcript below.

Sales Hiring 158

Sales Hiring Scale Payments Cloud 158

SaaStr

JUNE 28, 2020

” In this episode of the SaaStr podcast, Aileen and SaaStr Founder Jason Lemkin take a deep dive on how Aileen finds deals, her tips for a winning pitch, and the state of VC in 2020. You can see the full video here , and read the podcast transcript below. How do I … How are you thinking about this? Aileen Lee.

Part-Time VPE 165

Part-Time VPE Sales Hiring Payment Methods SaaS Payments 165

How To Buy Saas

AUGUST 23, 2023

On top of these phone numbers, they have features associated with these numbers like call forwarding, recording, sms, virtual fax, call analytics, voicemails, auto attendant, custom main greeting, voicemail custom greeting, comprehensive inbox, custom auto-replies, call transcripts and API support. com to make a decision. com review.

Technical Review 52

Technical Review Systems Review Software Review AI Search 52

Sales Hacker

SEPTEMBER 1, 2021

For sales reps working in fast-paced and changeable environments, it’s not always possible to have every answer at their fingertips. Want to know how we do it? How do we use AI? It does a lot of stuff—and I mean a lot. Live transcription — no more frantic note-taking. Here’s how it works in practice.

AI Search 82

AI Search AI Artificial Intelligence Pricing 82

Intercom, Inc.

APRIL 15, 2021

For Francis Brero , co-founder and CRO of MadKudu – a marketing operations platform that helps companies identify, qualify, and engage with their leads based on how likely they are to convert – this actually opens up a whole lot more possibilities.As Stop automating everything. Put in the work with your customers.

AI 118

AI Scale Scaling Acquisition 118

SaaStr

AUGUST 2, 2020

You can see the full video here , and read the podcast transcript below. The transcript for this episode is below: Therese Tucker: I’ve spent my whole career in B2B software. They made me take typing in high school, which worked out really well when I majored in computer science. I was raised on a farm in rural Illinois.

Startup 156

Startup CTO Hire Scale CTO Coach 156

User Pilot

NOVEMBER 13, 2023

How can you craft a product launch email to build anticipation, supercharge your sales, and establish a strong connection with your target audience? To learn how to build lasting product experiences for your users, book a free Userpilot demo call. A good launch announcement email also does more than build anticipation.

AI 80

AI SaaS Social Media Metrics 80

Trint

NOVEMBER 23, 2020

I was introduced to a team of software engineers who’d been working on tech that aligned audio and text so that you could follow it like karaoke. Within a few months, we’d built a first software prototype that would leverage automated speech-to-text to transcribe. It made me feel more foreign than when I’d reported abroad.

Branding 130

Branding Advertising Underperforming Technical Team VP of Engineering 130

Intercom, Inc.

DECEMBER 2, 2021

From the process of disambiguation and the worst outage we ever had to our obsession with speed and how legal and engineering teams can work better together, Engineer Chats will give you a peek behind the engineering process at Intercom. Automation in infrastructure can lead to pretty serious blunders. I’m Liam Geraghty.

Engineering 178

Engineering Technical Review Systems Review Underperforming Technical Team 178

Intercom, Inc.

AUGUST 12, 2021

For Dan, it represents a massive untapped opportunity in business, and that belief keeps driving much of his work today. What follows is a lightly edited transcript of the episode. You mentioned previously running TalkIQ – how does that shape your work at Dialpad? Voice is this last offline dataset,” he tells us.

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Revenue Scale AI Search Customer Support 223

SaaStr

MAY 15, 2020

In Today’s Episode We Discuss: * How Bridget made her way into the world of SaaS and Sales and came to be Head of both Sales and Customer Success at Tidelift. * Why does Bridget believe the best starting point for customer success is “company culture and value”? How does company culture impact the quality of customer success?

Sales Hiring 195

Sales Hiring Scale Technical Review Outsourcing Services 195