SaaStr

JULY 2, 2024

Compare that to the high in the manic zero interest rate environment of 2021 at 25.1 Software businesses, for the most part, require heads to grow a business through sales reps or customer support. Since the back half of 2021, this number has ticked higher and higher. They saw a 35% CAGR decrease from 2021 to 2023.

Venture Capital 299

Venture Capital Management Scale AI 299

Intercom, Inc.

AUGUST 24, 2021

But at these pivotal moments, it’s just as important to prioritize your customer support strategy as it is to plan your product roadmap or your next big marketing campaign. With that in mind, here are three questions to ask when you want your customer support to grow with you – and some best practices to ensure it does.

Scale 129

Scale Customer Support Scaling Headcount 129

SaaStr

AUGUST 11, 2022

So in the Boom Times of later 2020 and 2021, almost every VC pushed SaaS companies to at least become a little bit of a fintech. In software, basically, the gross margin costs are running some servers and customer support. Which many folks got in the Boom Times of 2021. And indeed, sometimes it can be.

SaaS Payments 315

SaaS Payments Merchant Services Payment Solutions Payments 315

SaaStr

JANUARY 31, 2021

“What it takes to raise capital in 2021 with Christoph Janz of Point 9 Capital” The fresh 2021 update of the classic SaaStr Funding Napkin. #2. “How to Do ABM Campaigns (For Real) in 2021 with Snowflake” A great session on how Snowflake really does ABM. . We ran out of time for this one!

Scale 261

Scale Technical Review AI Sales Enablement 261

Intercom, Inc.

DECEMBER 22, 2020

We thought deeply about what defines great customer support. We charted the rise of conversational support and the end of “eh, good enough.”. We launched the Conversational Support Funnel , a new framework for thinking about how to empower your team to provide the best support for your customers.

Scale 220

Scale Scaling Customer Support Interviewing 220

Neil Patel

JANUARY 26, 2021

If you’re looking to grow your small business in 2021 and beyond, you need to organize every aspect of your company. Here’s how to stay organized in 2021 and beyond. Keep Track of Customer Support for Your Small Business. Your loyal customers are at the heart of your business. Conclusion.

Payment Methods 144

Payment Methods Payment Solutions Payment Services Strategy 144

Intercom, Inc.

JUNE 8, 2021

Not too long ago, customer support was viewed as a cost center, not a value driver. It was seen as a necessary part of a business, but not something that drove revenue or influenced customers’ buying decisions. Study after study shows how important a great customer experience is to today’s consumers. That time is over.

Technical Review 222

Technical Review Underperforming Technical Team Customer Support Marketplace as a Service 222

Intercom, Inc.

APRIL 5, 2022

When it comes to customer support, there’s no substitute for the personal approach. Now more than ever, businesses are looking for a way to scale that personalized support. Phone support has been carrying that personal touch for support teams for decades. A true game changer for customer service.”.

Software Review 209

Software Review Customer Support Consulting Scaling 209

SaaStr

JULY 14, 2023

But i f your growth is still pretty good and you’re bootstrapped, you weren’t cool in 2021. Raising VC seemed free in 2021, and it isn’t now. Lemkin shared a story about how a friend’s daughter went to Docusign right out of college in 2021, closed three deals on her first day, and thought she was brilliant at sales.

Sales Hiring 246

Sales Hiring Scale SaaS Customer Success 246

Intercom, Inc.

DECEMBER 10, 2021

Today, we’re unveiling the results of a new study that explores the impact that the global supply chain crisis is having on holiday shoppers and customer support teams. In addition to knowing about issues in advance, shoppers also want customer service that is fast (60%), friendly (57%) and available when they need it (53%). “38%

Headcount 195

Headcount Customer Support Scale AI 195

Sales Hacker

FEBRUARY 12, 2021

See what the top 10 platforms you should be looking at in 2021 are to make an informed decision for your business needs. 10 best enterprise CRM solutions for 2021. Salesforce is another top enterprise CRM solution for 2021. That’s why we compiled a list of some of the most popular enterprise CRM solutions out there.

Payment Solutions 111

Payment Solutions Enterprise Scale Payments 111

ChurnZero

MARCH 31, 2021

ChurnZero has been recognized as a leader among Customer Success Software. ChurnZero, a real-time Customer Success platform, today announced that TrustRadius has recognized them with a 2021 Top Rated Award. These awards are based directly on feedback from their customers. out of 10 for customer support and an 8.0

Technical Review 98

Technical Review Software Review B2B Technology 98

SaaStr

NOVEMBER 27, 2021

— Jason BeKind Lemkin (@jasonlk) November 29, 2021. If this is your first SaaS company, you may not have ever hired or built a Customer Success team. Hire your first CSM as early as you can afford to, as soon as you have even 1 large customer, or even a handful of medium-sized customers. reactive) help. Hire Early.

Sales Hiring 246

Sales Hiring Customer Success Scale Customer Lifetime Value 246

Intercom, Inc.

NOVEMBER 11, 2020

Customer support is evolving. But how are support leaders staying ahead of rising conversation volumes and sky-high customer expectations? Our new report reveals that conversational, messenger-based support is key. Discover five trends transforming the support industry along with tips on how to capitalize on them.

Headcount 145

Headcount B2C Customer Support Trends 145

SaaStr

NOVEMBER 27, 2021

— Jason BeKind Lemkin (@jasonlk) November 29, 2021. If this is your first SaaS company, you may not have ever hired or built a Customer Success team. Hire your first CSM as early as you can afford to, as soon as you have even 1 large customer, or even a handful of medium-sized customers. reactive) help. Hire Early.

Sales Hiring 244

Sales Hiring Customer Success Scale Customer Lifetime Value 244

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. As Alida’s Chief Customer Officer, Jason leads the global customer success organization, customer support, and services businesses.

VP of Engineering 98

VP of Engineering Customer Success Scale Healthcare 98

Intercom, Inc.

JUNE 1, 2021

Over the course of the past year, the customer support landscape has changed for good. As brick-and-mortar businesses closed worldwide, companies and customers alike had to pivot to digital-first ways of doing business. Over half (53%) of support teams have seen a meaningful increase in support queries since COVID-19 hit.

Underperforming Technical Team 232

Underperforming Technical Team Technical Review Scale Headcount 232

Intercom, Inc.

DECEMBER 21, 2021

Throughout the year, we’ve talked to business leaders, experts, and pioneers about all kinds of topics: from creating world-class customer experiences to the challenges of running a business during the pandemic, from being an ally and addressing gaps in diversity to building technical leadership careers. The biggest, in August, we turned 10.

VP of Engineering 118

VP of Engineering Technical Review Scale Outsourcing Services 118

SaaStr

SEPTEMBER 26, 2023

Of course, it’s down from 2021, but there has been a tremendous amount of innovation in the last year, with a lot of that driven by AI and what’s possible. The easiest example is always customer support. She watched the SaaS and Cloud wave ride and thought there’d be a huge pullback in markets this year.

AI 311

AI Generative AI Venture Capital SaaS 311

Frontegg

AUGUST 12, 2021

We have decided to shortlist the top options you must consider in 2021. Top 7 Single Sign-On Solutions in 2021. The platform is great for enterprise, as it supports integrations with dozens of apps, protocols, and platforms with pre-build provisioners and adapters. Interested in implementing a SSO solution? 3 – Frontegg.

B2C 98

B2C Identity management Systems Review B2B 98

How To Buy Saas

FEBRUARY 14, 2021

Are you looking for a supportive Kajabi review? This is the article that will guide you from scratch about what is Kajabi and why you must use it as your course platform in 2021. Customer Support. On Kajabi, you can get 24/7 customer support and complete live chat options if you have opted for the paid plans.

Software Review 105

Software Review Payment Methods Payments Sales Funnel 105

Sales Hacker

NOVEMBER 29, 2024

GTM continues to weigh on founders, and has increased every year since 2021. According to HighAlpha’s 2024 SaaS Benchmarks Report , 76% of founders are most concerned about go-to-market execution. Regardless of area of focus, go-to-market is how we help companies go from zero to IPO.

Investment 110

Investment Technical Review Development Team Review Scale 110

Frontegg

JUNE 24, 2021

Let’s take a closer look at Passwordless Authentication and the top 10 vendors you must check out in 2021. Top 10 Passwordless Vendors You Need to Consider in 2021. This US-based company goes with the slogan – “ Authentication your customers will MF(A)’n love ”. Related: Password Hacking – How Are Passwords Breached?

Identity management 103

Identity management Software Review Underperforming Technical Team Scale 103

yoursales

JANUARY 29, 2021

Sales Stack 2021. Welcome to Sales Stack 2021 - one of the most expansive lists of sales technology out there. As in 2020 the focus for 2021 is going to follow this prioritized order: Which customer journey experience are you creating? The 2021 Sales Stack Tools List CRM CRMs We Use. W hat a year we will have.

Scale 106

Scale Payment Methods Payment Solutions Sales Recruiting 106

User Pilot

AUGUST 24, 2021

In this article you'll read about: what implementing self-service support can help you achieve (hint: it improves customer satisfaction). when to mix self-service support with human interaction. Implementing a self-service approach will help you scale up without spending a fortune to maintain sufficient support quality.

Software Review 98

Software Review Technical Review SaaS Scale 98

SaaStr

OCTOBER 4, 2024

Not only is Klaviyo a rocketship but also the first to IPO in over 2 years (since December 2021) when it went public in September of 2023. Klaviyo is the most awesome SaaS company you probably don’t know enough about but they’re a significant player in the e-commerce and SaaS space. The bet paid off.

Revenue 307

Revenue Scale Underperforming Technical Team Sales Hiring 307

Tom Tunguz

APRIL 25, 2024

” Much of the AI spend is at the enterprise, where a 50% reduction in customer support cost or a 75% increase in engineering capacity filters billions to the bottom line. Google is also taking share - 1% in the last year. A one percentage point share shift represents about $750 million of spend or about $5b in market cap.

Azure 213

Azure AI Search Marketing ChatGPT 213

User Pilot

FEBRUARY 14, 2021

What SaaS Growth strategies work best in 2021? What are the best SaaS growth strategies for 2021, according to SaaS leaders who succeeded in using them? Table of Contents: SaaS Growth Strategies 2021. TL;DR – What Growth Strategies Should SaaS Employ in 2021? in ARR, spent $439,000,000 (!) on marketing in 2020.

Strategy 98

Strategy SaaS Software Review Social Media 98

SaaStr

JULY 27, 2022

Boterri’s company Accel invested in PayFit in 2017 and again in 2021. Currently, PayFit serves over 7,000 customers and shows no signs of slowing down. Customers should feel empowered to take on onboarding and essential customer support themselves. The self-serve approach goes beyond the sales cycle.

SMB 242

SMB Sales Hiring Scale B2C 242

Intercom, Inc.

JULY 14, 2022

We didn’t focus on engineers only – we spoke with directors, technical program managers, security team members, and customer support representatives to emphasize how traces could help them solve their specific problems”. Tailoring our message helped to lock in support. Finding allies was key to success.

Engineering 272

Engineering Outsourced Development Metrics Pricing 272

Intercom, Inc.

SEPTEMBER 8, 2021

For so many years, customer support was seen as a cost center – the first port of call for customer complaints. Customers’ expectations of support are also changing dramatically as the support landscape continues to evolve. What is proactive support? Here’s how they’re doing it.

Scale 237

Scale Headcount Mobile Communication 237

SaaStr

JUNE 17, 2023

billion cash acquisition deal in December 2021. Achieving these results though requires an organization-wide commitment towards continuous improvement across all aspects of operations, ” from product development to customer support, ” thus creating a culture that embraces efficiency at every level within the organization.”

Venture Capital 271

Venture Capital Scale Technical Review Software Review 271

Intercom, Inc.

AUGUST 17, 2021

For years, customer support was seen as a cost center, not a value driver – a necessary response to inevitable customer questions or frustrations. But now that customer experience has become a critical differentiator for modern consumers, this reactive approach to customer support is no longer good enough.

Customer Support 156

Customer Support Consulting Strategy Technology 156

How To Buy Saas

JANUARY 1, 2021

If you believe that you are an expert in a skill or niche, this is the right time to transform your decade of 2021 to 2030. Live customer support is there for you to meet any challenges. Best Online course platform Price Comparision for 2021. Give a try to Ruzuku. FREE Trial for 14 days. Try Ruzuku.

Payment Methods 98

Payment Methods Payments Payment Solutions Marketplace as a Service 98

SaaStr

MARCH 18, 2021

In 2021, they began to accelerate their hiring efforts once again. Instead of hiring in the San Francisco Bay Area, their office’s location, they decided to expand their hiring and bring in new sales and customer service representatives from all over the United States. The Future of Sales, Customer Support and Retention.

Sales Hiring 150

Sales Hiring Sales Retention Customer Support 150

SaaStr

MARCH 1, 2024

The number of patents filed in 2021 in Artificial Intelligence was 30x the number published six years earlier. A Case Study: Gorgias Gorgias is a ticketing platform for customer support focused on e-commerce, primarily Shopify. So, they’ve gone back to the OG strategy they had 8-9 years ago, making tool-making ubiquitous.

Generative AI 292

Generative AI Outsourcing Services AI Software Review 292

SaaStr

JANUARY 24, 2022

With early revenue, you start thinking about churn and scalability of every aspect of the business, including product, infrastructure, customer support, sales and marketing. Too many startups that invoice customers get far, far behind on actually getting the cash. Your focus expands. Especially if You Sign Contracts.

Finance 332

Finance Outsourcing Services Systems Review Technical Review 332