Tom Tunguz

SEPTEMBER 30, 2023

Last week, Harvard Business School released its analysis of LLMs on 758 consultants’ performance when using AI. In the first experiment (inside AI’s capability frontier), consultants randomly assigned access to GPT-4 AI completed 12.2% Three key insights emerged. more tasks on average & 25.1% Quality improved by 40%.

AI 238

AI Artificial Intelligence Consulting Customer Support 238

Tom Tunguz

MARCH 8, 2020

After scaling sales enablement successfully, the next step is to understand where your customers are. Who do they consult? Most of the time, customers suggest these integrations as part of their feedback to account management and customer support. Types of Partnerships. Where do they buy? Where do they convene?

Scale 349

Scale AWS Consulting Sales Enablement 349

SaaStr

MAY 25, 2024

It was founded by three developers who owned a consulting firm previously, helping startups come to market. Lesson #1: Invest In Customer Support Early Cloudinary strongly believes that customer success and support are enablers of PLG growth and aren’t just a cost center. They have to make developers successful.

Scale 312

Scale Sales Hiring SaaS Payments Development 312

Tom Tunguz

JANUARY 23, 2020

They consult Gartner, Forrester, and others to establish trust in vendors. Slow or opaque customer support also erodes trust. Every interaction with a customer is an opportunity to engender or erode trust. If the buyer has a question about the software, they can audit it themselves and communicate with the authors.

Software Review 279

Software Review Technical Review Software Marketing 279

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.

MAY 18, 2021

Commissioning Forrester Consulting. A commissioned study by Forrester Consulting on behalf of Intercom, Drive Conversational Experiences For A Future-Ready Customer Support Strategy , reveals how conversational experiences are fuelling customer retention and business growth for global companies. Enter Forrester.

Scale 210

Scale Business Consulting Leadership 210

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. Reduces pressure on support teams.

Software Review 209

Software Review Customer Support Consulting Scaling 209

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.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc.

Scale 211

Scale Consulting Interviewing Customer Support 211

User Pilot

AUGUST 30, 2024

Starting a career as a UX consultant requires understanding the key steps, skills, and experiences needed for success. In this article, we will outline the typical journey for UX consultants, covering educational requirements, entry-level positions, potential advancements, and long-term opportunities. What does a UX consultant do?

Consulting 52

Consulting User Experience Telecommunications Trends 52

SaaStr

JULY 27, 2020

Self-service and almost-self-service models can work well with Happiness Officers, whose goal in part is to be Customer Support on steroids. Not just respond to tickets but make sure customers are happy with the product and loyal to it. What I mean is, the customers already love your product.

Sales Hiring 246

Sales Hiring Sales Enterprise Consulting 246

User Pilot

AUGUST 19, 2024

This guide will introduce you to the best resources available for UX consultants, providing you with a curated selection of valuable materials to enhance your skills and knowledge. A UX consultant assesses and refines digital products to ensure they are user-friendly and meet business objectives. What does a UX consultant do?

Consulting 52

Consulting User Experience Interviewing Trends 52

User Pilot

AUGUST 28, 2024

Understanding the salary range for UX consultants is crucial whether you’re entering the field or looking to advance your career. In this guide, we’ll provide an overview of typical UX consultant salaries, explore factors that can influence earnings, and share valuable resources to help you progress in your career.

Consulting 52

Consulting User Experience Telecommunications Trends 52

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

User Pilot

AUGUST 28, 2024

Embarking on a career as a UX consultant involves a combination of education, skills development, and practical experience. This guide will provide you with a comprehensive overview of the path to becoming a successful UX consultant. UX consultants utilize a variety of tools to enhance their work. Let’s dive in!

Consulting 52

Consulting User Experience Data Analysis Interviewing 52

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

Tom Tunguz

FEBRUARY 8, 2025

I wondered about other disciplines : law, accounting, customer support financial analysis, consulting. However, mid-level engineers see more modest impacts, primarily because they are proficient with their codebases and can write effective code adeptly. Because they could be quite different.

AI 130

AI Software Engineering Consulting Engineering 130

Stax

OCTOBER 13, 2024

Comparison of both platforms will use the following criteria: Features Ease of use Integrations Mobile app Customer support Pricing User reviews Scalability Security Learn More What is The Major Difference Between Quicken and QuickBooks? You don’t need your login details to get in touch with the phone support team.

Payment Methods 88

Payment Methods Payment Solutions Payments Payment Services 88

Intercom, Inc.

NOVEMBER 2, 2020

The start of any journey begins with consulting a map. For example, it’s more acceptable for it to be difficult for a manager to set up a team (which will happen once) than it is for a customer support rep to reassign a conversation (which will happen dozens of times a day). Does this system require too much complexity up front?

Scale 289

Scale Scaling Consulting Engineering 289

ChurnZero

JUNE 25, 2021

So, customers reach out to you when they have a problem and need your help, and you walk them through the solution?”. But that’s more of a Customer Support function. Customer Success professionals use their subject matter expertise to serve and consult their customers.”. ME : “Well, sort of.

Customer Support 52

Customer Support Customer Success Management Consulting 52

Subscription Flow

JANUARY 24, 2024

Many companies offer consulting services because businesses need expert opinions and suggestions on various matters. However, what is the business model for offering consulting services? Consulting services are offered very strategically. Also, you need to understand the difference between consultancy and support services.

Payment Features 52

Payment Features Payment Solutions Consulting Payments 52

SaaStock

JANUARY 25, 2019

Omie main goal is to bridge the efficiency gap in Brazilian SMB, helping customers to be more prosperous. Omie is the only SaaS company figuring among 100 fastest growing SMB in Brazil, according to Deloitte Consulting, ranking #3. Its core product is AgentBot, which is an automated platform for omnichannel customer support.

SaaS Payments 257

SaaS Payments Payment Solutions Payment Methods Payments 257

SaaStr

MAY 5, 2019

Almost the entire team goes through the content: from our CEO, through Business Development Representatives, Implementation Consultants, Customer Support and Success Team, Developers, HR. It it the management team? Which roles specifically?

Construction 157

Construction Consulting Customer Support Development 157

FastSpring

AUGUST 1, 2024

Customer Support Readiness Prepare for Inquiries : Anticipate a surge in customer inquiries. Train your support team to handle common issues efficiently. Support Resources : Utilize FastSpring’s support resources for seamless customer interactions. Machine-Learning Fraud Engine.

Payment Methods 121

Payment Methods Payment Solutions SaaS Payments Payment Services 121

Intercom, Inc.

SEPTEMBER 21, 2021

Learn how to future-proof your support tech stack with our new guide. It’s official: C-level executives have finally caught up with what savvy support leaders have long known – customer support is business-critical. It’s a recipe for team burnout, customer dissatisfaction, and ultimately churn.

Consulting 118

Consulting Customer Support Churn Trends 118

Intercom, Inc.

DECEMBER 21, 2021

If you’re at all interested in using customer research to drive key business decisions, this is a must-read. The Ultimate Customer Support Tech Stack for 2022. This year, we commissioned Forrester Consulting to explore how conversational experiences are driving growth for major companies. Anna Murphy , Editor.

Technical Review 196

Technical Review Scale Innovation Company Culture 196

Neil Patel

JUNE 17, 2025

Provide Customer Service That Goes Above and Beyond Turn customer service interactions from practical conversations to loyalty-building moments. Customer support conversations often take place during emotionally heightened moments. The brand also provides support during natural disasters.

Branding 89

Branding New CTO CTO Technical Review 89

Neil Patel

OCTOBER 20, 2020

It’s also smart to compare your initial consultation experience and pricing of various companies before choosing one. If you need short-term help, make sure you communicate that during your consultation. Level of support. In fact, more than half a million of their customers are small businesses. Short-term vs. long-term.

Outsourcing Services 143

Outsourcing Services Outsourced Development Sales Recruiting Sales Hiring 143

Neil Patel

FEBRUARY 14, 2021

This is a nice perk that sets it apart from the rest, along with its customer support options and affordable additional hosting tiers. . 24/7 customer support : Not every company can boast 24/7 customer support, especially at such a low entry-level price. Bluehost: The Pros and Cons.

Payment Methods 145

Payment Methods Technical Review Software Review Systems Review 145

Intercom, Inc.

JUNE 11, 2018

This is the white space in the account where you can help your customer to identify new potential areas of opportunity – and simultaneously discover new areas of opportunity for yourself. For example, identifying and meeting a new champion in a new team such as marketing or customer support could open up new opportunities.

Sales 201

Sales Acquisition Retention Consulting 201

Intercom, Inc.

JANUARY 31, 2023

There is a lot of important context sprinkled throughout customer support conversations, and support reps often have to write summaries before handing conversations over to teammates. Kala Burdo, Owner at Kala Burdo Consulting However, suitability does vary per customer.

AI 188

AI Artificial Intelligence New CTO ChatGPT 188

Intercom, Inc.

JULY 19, 2021

And with customer expectations at an all-time high , providing this kind of seamless, scalable support is essential to retaining customers and driving business growth. How conversational support delivers value across your entire organization. Conversational support improves support team engagement and happiness.

Underperforming Technical Team 129

Underperforming Technical Team Scale Sales Hiring Sales Recruiting 129

How To Buy Saas

FEBRUARY 25, 2025

Its ideal customer profile is often enterprise-level businesses with thousands of employees. These organizations value Salesforces rich features and add-on modules, even if it means handling more complexity (often via dedicated admins or consultants). Quick onboarding and accessible customer support/resources.

Scale 52

Scale Underperforming Technical Team Technical Review Marketplace as a Service 52

Valuize Consulting

MARCH 22, 2022

To evolve your approach to delivering sustainable and scalable customer value, Valuize’s Founder & CEO, Ross Fulton, spoke with seasoned expert Nani McDonnell , SVP Customer Success & Customer Support at PointClickCare. At PPC, our product is very wide and very deep.

Customer Support 52

Customer Support Interviewing Customer Success Scale 52

ChurnZero

FEBRUARY 9, 2021

Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Additional courses by Practical CSM: Business Fundamentals for Customer Success Managers. Onboarding and Adoption Best Practices for Customer Success Management. Sales: Customer Success. Level: Intermediate. Time: 58 minutes.

Customer Success 98

Customer Success Customer Lifetime Value Scale Consulting 98

Tom Tunguz

NOVEMBER 7, 2013

The content marketing systems must tie into customer relationship systems (Salesforce), applicant tracking systems (Jobvite), customer support systems (Zendesk) or the like. Each day, I consult my SumAll dashboard for site traffic, email deliverablity, email list growth, Twitter follower growth and engagement rates.

Content Marketing 138

Content Marketing Engineering Marketing Software Review 138

Stax

MAY 5, 2025

Not all gateways support this, so it’s something to consider before you make your decision. Customer support Things can sometimes go wrong when dealing with payments. As such, it’s important to have a payment gateway that offers excellent customer support in case you need help.

Payments 88

Payments Payment Services Merchant Services Payment Solutions 88