Tom Tunguz

JUNE 10, 2023

Zendesk AI automates customer support. ”) & receive an answer. When every major SaaS application has an English-language API, users of all kinds will be able to ask & receive answers of their applications. That’s a level of automation rarely seen within the enterprise without custom coding.

Software Review 220

Software Review SaaS Systems Review AI 220

SaaStr

FEBRUARY 7, 2024

In this playbook we’ll share: Automated outbound at-scale strategies. In outbound, they consider three channels: Email Ads Customer referral The first thing they did to automate was use multiple data vendors to gain a clear overview of their entire TAM. Sales-assisted, product-led growth strategies that close Enterprise leads.

Scale 216

Scale Sales Hiring Strategy Marketing 216

SaaStr

JANUARY 13, 2023

There’s no perfect answer here, but what most startups do is comp the sales rep for any additional revenue in the 3–12 months following the sale. This will frustrate you, especially if the upgrade is from customer success, or is simply automated. note: an updated SaaStr Classic answer). appeared first on SaaStr.

Startup 222

Startup Customer Success Revenue Sales 222

Tom Tunguz

APRIL 18, 2023

When one customer support bot provides a meaningfully better experience to answer questions, every competitor will match it. Text & chat UIs will change those expectations : imagine developing a project management plan in a conversation with a computer or reconciling expenses by dictating an answer to a mobile phone.

AI 237

AI Artificial Intelligence Strategy Startup 237

Intercom, Inc.

AUGUST 13, 2019

Automated customer service isn’t a new concept. We’ve all navigated our fair share of automated phone menus or interacted with support bots to get help. As the head of our Support Ops team, I work daily with my teammates to develop automated solutions that don’t frustrate customers, but empower them.

Underperforming Technical Team 279

Underperforming Technical Team Customer Support AI Headcount 279

Tom Tunguz

JULY 10, 2023

Unfortunately, large language models - at least the ones that we have tested - do not answer quantitative questions in this way. Perhaps the first model will classify the query, then route it to the right machine learning model to answer. We have been researching the robotic process automation (RPA) space.

Artificial Intelligence 139

Artificial Intelligence Systems Review Machine Learning Government 139

SaaStr

OCTOBER 6, 2022

It’s too automated, too many wikis, too many “go look it up yourself somewhere” The point here is one I’ve made many times, yet I see so many founders still ignore it. Train a handful of folks how to answer the Same 10 Questions Everyone Asks. Yes, a nice automated set of emails on how to get going is nice.

Outsourcing Services 238

Outsourcing Services Acquisition Engineering Investment 238

SaaStr

DECEMBER 4, 2023

The answer? 4: Be Careful with Heavy Discounts There’s a saying that shortcuts take longer, and this is the same with revenue. #5: Optimizing the Sales and Billing Process You want to optimize and automate as many things as you can in your sales, billing, and collections processes. One is automation, and the other is escalation.

SaaS Payments 208

SaaS Payments Payment Services Payments Payment Features 208

SaaStr

MARCH 14, 2022

You can’t follow up with them all, at least not in an un-automated fashion. Better to come back with 20 great opportunities with demos and follow-ups already on the calendar … than 200 or 2000 badge scans you dump into a marketing automation solution. note: an updated SaaStr answer). At least for most of us.

Marketing 259

Marketing Growth Marketing Sales 259

Intercom, Inc.

OCTOBER 24, 2018

“There is more to scaling up than just machine learning and bots” A key part of our strategy revolves around automation, including our recently released Answer Bot , but there is more to scaling up than just machine learning and bots. Automation. The foundation for modern, scalable customer support is automation.

Scale 178

Scale Customer Support Scaling Strategy 178

Payrix

MARCH 27, 2024

Check out our blog post: Omnichannel payments explained , for answers to top-of-mind questions. Streamline operations Using automated workflows, omnichannel payments do away with most manual and end-of-day tasks. Automation alone, while a significant effort, effectively boosts operational efficiency. No problem.

Payments 130

Payments Merchant Services Payment Methods Payment Solutions 130

Intercom, Inc.

AUGUST 23, 2022

This data fuels personalized interactions at every touchpoint – whether that’s through personalized answers from chatbots, by preemptively answering questions with proactive messages, or via live chat with a support rep. Lean on automation and self-serve support for speedy resolutions. Focus on improving team efficiency.

Customer Support 211

Customer Support Retention Headcount Customer Lifetime Value 211

Intercom, Inc.

NOVEMBER 30, 2021

With a modern conversational support solution, you can combine proactive , self-serve , and human support capabilities, so your team can get ahead of known problems with targeted messages , automatically answer repetitive queries with bots , and quickly resolve complex issues with automation and a human touch.

Technical Review 249

Technical Review Customer Support Payment Methods Payment Solutions 249

Intercom, Inc.

JUNE 22, 2022

At Intercom, we’re striving to make our automation bots as powerful as possible, offering companies the fastest way to resolve queries in the face of ever-increasing inbound volume and customer expectations. Increasing automated resolution rates and self-serve capabilities guarantees a faster, more seamless customer experience ”.

SaaS Payments 218

SaaS Payments Payment Services Payment Features Payments 218

Incredo

JANUARY 21, 2020

Based on your answers, it recommends you what to do, what page to visit or where to click. And depending on the choice, they provide this or that answer. 2) Keyword-based chatbots answer visitor queries by analyzing what words they use. And depending on the choice, they provide this or that answer.

Marketing 313

Marketing SaaS Social Media Customer Support 313

SaaStr

OCTOBER 15, 2020

Whether you just scored your Series A or are about to go public, there’s no reason to waste precious capital on tasks that could be automated. Of course, you should be thoughtful about what you choose to automate. Practice what you preach to your users, and position your business for faster growth by automating these five processes. #1

Business 314

Business AI Search Marketplace as a Service compliance 314

SaaStr

OCTOBER 13, 2023

Strategy #2: Automate to Broaden Your Margins Think about how you can automate to broaden your margins. Profitability was always just ahead of them, so they decided to automate this line item and use AI to do it. The three tiers include: The simplest tier where the answer is a multiple choice question.

Outsourcing Services 231

Outsourcing Services Sales Hiring Scale SaaS 231

Subscription Flow

APRIL 18, 2024

For large subscription-based businesses like Adobe that have their own customer-led and company-moderated discussion forums, customer engagement is also measured by quantitatively counting the number of questions and answers that users write on the platform, and then qualitatively engaging with the content of those questions and answers.

Engagement 94

Engagement Customer Lifetime Value Revenue Subscription 94

Intercom, Inc.

APRIL 5, 2022

We work to ensure customers get the answers they need quickly, and your support team saves time. 57% of people have been so frustrated by long hold times that they’ve hung up the phone before getting an answer. Faster answers means happier customers, and your CSAT scores will see the benefit. Ready to ditch the on-hold music?

Software Review 209

Software Review Customer Support Scaling Consulting 209

Intercom, Inc.

JANUARY 25, 2022

With an integrated system of lead engagement and follow-up, much of the work to personalize the prospect experience and capture interested contacts can be automated. Get every lead to the right owner through automated, smart lead routing. Automate customer support inquiries and follow-up.

Artificial Intelligence 216

Artificial Intelligence Sales Sales Funnel AI 216

Intercom, Inc.

JANUARY 31, 2023

Adjusting the tone It’s common for support reps to use different tones of voice with different customers – depending on the industry they work in, or the type of query they’re answering. ” Andrew Dell, Chatbot Developer and Technical Specialist at Super Dispatch Will ChatGPT be able to answer all customer queries?

AI 188

AI Artificial Intelligence New CTO ChatGPT 188

Intercom, Inc.

JULY 14, 2020

With some experimentation, automation, and strong relationships across teams, it’s possible to strike the right balance between providing a positive environment for your support team and keeping your customers happy. . Leverage automation to empower your team to take on more meaningful work. They both have their downsides.

Headcount 224

Headcount Retention Customer Support Scaling 224

Intercom, Inc.

JULY 26, 2022

In the same message, you could also recommend customers visit your website where they can chat in real time with support agents or take advantage of self-service resources like an automated assistant, an FAQ page, or a community forum. Many companies are turning to automated solutions, such as chatbots, to assist in these efforts.

Payment Methods 118

Payment Methods Payment Services Payment Solutions Management 118

SaaStr

JUNE 18, 2023

Answer: The percent that want to. And it’s sometimes easier to administer — automated monthly credit card payments are easy nowadays, but any invoicing process more than an annual one can be a big administrative headache. Dear SaaStr: What Percentage of Customers Choose Prepaid Annual Billing Versus Monthly? Done right, they do help.

Payment Features 174

Payment Features Payment Solutions SaaS Payments Payment Services 174

SaaStr

OCTOBER 20, 2022

Capacity is an AI-powered support automation platform that connects your entire tech stack to answer questions, automate repetitive support tasks, and assemble solutions to any business challenge. At the 9th ever SaaStr Annual, ~200 of the best and hottest companies on earth will go BIG as partners/sponsors.

Scale 197

Scale compliance Healthcare AI 197

SaaStr

FEBRUARY 17, 2022

Avnio is the only 100% Salesforce native Request for Proposal automated solution, helping organizations win more of the right business by answering complex RFPs in seconds and turning your company knowledge into your most valuable asset. Baton manages and automates every step of your software implementation process.

Technology 172

Technology Data Banking Finance 172

Intercom, Inc.

MARCH 28, 2022

To answer it, we believe that there are three recurring trends that are shaping the future of business: First, businesses across all industries are facing pressure to become digital businesses. The answer is yes – it’s both. Make the trend work for you: Use automation to provide personalized engagement every step of the way.

Scale 228

Scale Engagement Technical Review Business 228

SaaStr

DECEMBER 29, 2023

In part one of this week’s Ask-Me-Anything (AMA) with SaaStr founder and CEO Jason Lemkin, he answered the community’s questions about whether all anyone cares about is AI anymore, investor appetites going into 2024, vertical SaaS, and thriving as a solo founder. Catch up on the first half here if you missed it.

Scale 221

Scale Sales Hiring Customer Success AI 221

Intercom, Inc.

MAY 13, 2022

A help desk is a centralized department or group within a company – or in some cases an automated tool or software – that answers employee or customer questions, and helps to troubleshoot issues as they come up. . A support helpdesk is used to assist external customers answer inquiries such as help with a product or software setup. .

Outsourcing Services 118

Outsourcing Services Technical Support Customer Support Onboarding 118

Intercom, Inc.

NOVEMBER 4, 2020

The afternoon you spend customizing your automation today can unlock happier customers and hours saved for your teammates during the holiday season. Tip 1: Automatically answer common holiday questions. Answers to some questions – like emotionally charged and complex queries – should never be automated.

Customer Support 228

Customer Support Technical Review Scale Headcount 228

Subscription Flow

FEBRUARY 20, 2024

If you are on the lookout for automated billing software for small businesses, this is the blog for you to read. In today’s world, having automated billing software is of immense importance because most SaaS companies are growing at an impossibly fast rate due to the various technological booms that are taking place around the world.

Payment Solutions 102

Payment Solutions Payment Features Payment Services SaaS Payments 102

Intercom, Inc.

JUNE 7, 2022

Shorten sales cycles by giving prospects the information they need in real time, by giving automated answers to frequently asked questions or routing them directly to their sales rep. But one of the major benefits of live chat for sales is that it allows you to capture and qualify more leads without needing to increase headcount.

Sales Funnel 245

Sales Funnel Sales Headcount Subscription 245

SaaStr

SEPTEMBER 26, 2023

The Cost-Benefit Analysis Of Disrupting Workflow It’s a big debate right now about whether the next wave of AI companies will be: Workflow software companies that embed AI intelligence smartly AI native first companies that can get us 90% of the answer and embed some of the workflow.

AI 245

AI Generative AI Venture Capital SaaS 245