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 1 – Resourcing considerations for selling payment, boarding and underwriting, service and support, and development and technology. Did you miss Parts 1-3?

Payments 147

Payments Embedded Payments Merchant Services Payment Solutions 147

Tom Tunguz

SEPTEMBER 6, 2023

Historically, software-as-a-service (SaaS) has been built on databases with structured data, as you might find in an Excel spreadsheet. For example, next generation marketing software might ingest structured data from Google Analytics and lead capture software as before.

Artificial Intelligence 309

Artificial Intelligence Software Data Scale 309

SaaStr

APRIL 20, 2024

AI in Sales and Marketing AI is disrupting sales and marketing, particularly in support and SDR /BDR functions, due to the shortage of skilled workers and the potential for increased efficiency and cost savings. Word-of-mouth marketing is the most effective channel for acquiring customers, followed by Google and the company blog.

Sales Hiring 247

Sales Hiring Startup Marketing Technical Review 247

Groove HQ

OCTOBER 23, 2019

Warning: This is not a customer-service tool round-up packed with links and (self-serving) reviews. Most customer service tools have similar features; knowing the channels your customers and support agents rely on is essential. Because that’s not what you need.

Software Review 60

Software Review Software Customer Support 60

SaaStr

DECEMBER 30, 2023

The rise of customer success as a new, empowered function. Human support remained imporant, at least for paying customers. Sometimes begrudgingly, but everyone has some level of human support, especially for larger customers. Customer Success has in many cases morphed into part of the sales team.

Customer Success 279

Customer Success Scale AI Pricing 279

SaaStr

APRIL 19, 2024

To the OG software people who read SaaStr, Jason is “the guy,” Sam says. He’s the person that the founders of Hubspot and companies that make tens of millions of dollars want to learn about software from. Let’s step back into the older days of software. That’s the easiest thing because the customers already know you.

Engineering 237

Engineering Business Model Pricing Scaling 237

SaaStr

MARCH 14, 2024

In a world consumed by software we believe that a tremendous amount of value will come from the connective tissue between the systems, sharing data proactively across apps to drive the most seamless and effective software stack. What’s different about your fund / how you invest and support founders? Why did you do the deal?

Scale 187

Scale B2B Investment Acquisition 187

SaaStr

FEBRUARY 15, 2024

Metronome is a cutting-edge billing infrastructure company designed to support the rapid growth and adaptability required by modern software companies. Enterprise software–at all stages and check sizes–with a focus on SaaS, Security, Infrastructure and, of course, with an integrated AI strategy. And how big is your current fund?

Scale 223

Scale Software Review Payment Features AI 223

Stax

APRIL 18, 2024

Independent Software Vendors (ISVs) and Software-as-a-Service Providers (SaaS) operate within the same market, thus creating a push-and-pull revenue dynamic. TL;DR ISVs develop and distribute software products independently and often collaborate with hardware manufacturers and platform providers. Learn More What are ISVs?

Outsourcing Services 88

Outsourcing Services SaaS Payments Payment Services Payment Methods 88

Tom Tunguz

DECEMBER 31, 2022

. % of Revenue spent on Software. Implied Web3 Software TAM, $M. Implied Web3 Software TAM (excluding Ethereum), $M. The average software company operates at about 70% gross margin, so let’s assume a web3 company is similar. At a 10x revenue multiple, web3 software should support about $0.75b to $2.3b

Payment Solutions 335

Payment Solutions B2B Software Payment Services 335

Payrix

APRIL 10, 2024

Your product is your bread and butter, and as a verticalized software company, you know just how important a tailored, industry-specific application is to your end user. These additional offerings help software companies optimize the payments experience for their merchants and unlock additional opportunities to realize revenue.

Merchant Services 130

Merchant Services Payment Services SaaS Payments Payments 130

SaaStr

JANUARY 12, 2024

Is it the end of an era for customer success in SaaS? We just wrote up how some of the biggest changes of SaaS are now coming, specifically in Customer Success and Sales. Customer Success Is Vulnerable to Cuts Jason shared that he didn’t realize how vulnerable customer success was to cuts until 2023. Let’s dive in.

Sales Hiring 239

Sales Hiring Customer Success Scale AI 239

FastSpring

MARCH 8, 2024

However, as SocialBee utilizes many different ways to package and monetize their software as a service subscriptions, they began discovering new ways to test the FastSpring platform’s capabilities. An actively involved leadership team that gets to know customers personally. For most customers and most use cases, things just worked.

Merchant Services 133

Merchant Services Payments Subscription Payment Features 133

Tom Tunguz

MARCH 20, 2024

Sales & marketing will initially see a boost from AI as the early adopters reduce cost-of-customer acquisition through novel techniques. On average AI-infused software companies should benefit from AI’s productivity gains at the bottom line. Klarna slashed their CS spend by 66% with AI.

AI Search 201

AI Search AI Scale SaaS 201

USIO

APRIL 22, 2024

After swiftly transitioning to Usio payments within 1-2 days, they not only increased revenue but also provided their software users with easy payment options backed by highest level security (PCI Level 1). This not only protects sensitive customer data but also builds trust and credibility with users.

Payment Services 130

Payment Services SaaS Payments Payment Solutions Payments 130

SaaStr

JULY 14, 2023

Many people at this year’s SaaStr Europa wondered about the future of customer success, motivation during hard times, and how to grow in this new era of efficiency. Q: When Should You Reduce Non-Recurring Professional Services From A Software Company? Big customers want a solution. And software alone isn’t the solution.

Sales Hiring 226

Sales Hiring Scale Customer Success SaaS 226

Payrix

JANUARY 30, 2024

Their cloud-based software suite supports donor engagement, member management, event planning, volunteer tracking and more, allowing their clients to put focus back into doing good. In pursuit of transforming how nonprofits are supported, Neon One knew their clients faced integration issues and lacked payments expertise.

Payments 130

Payments Merchant Services Payment Solutions Payment Services 130

FastSpring

APRIL 23, 2024

The subscription management system doesn’t support multi-product transactions. FastSpring is an experienced merchant of record that provides an all-in-one payment platform for SaaS, software, and digital goods businesses, including VAT and sales tax management, payment localization, and consumer support.

Payment Services 78

Payment Services Payment Methods Merchant Services Payment Solutions 78

Tom Tunguz

MARCH 28, 2021

UIPath offers software to build robots, programs that automate repetitive work. Some examples include streamlining customer onboarding. Robots read pdfs that customers provide and input that data into other computer systems. The UIPath suite includes the software to write, execute, monitor, and maintain these robots.

Payment Services 359

Payment Services Metrics Payment Solutions Payments 359

SaaStr

JANUARY 11, 2024

Prequel is solving this problem, allowing vendors to offer export functionality into a customer’s database, or customers can request import functionality from a vendor’s data. Stage 2 Capital invests $4M to $6M in first checks into B2B software companies that are around $1M ARR. And how big is your current fund?

Technical Review 265

Technical Review Scale Management Sales Hiring 265

Payrix

MARCH 27, 2024

Software companies need a strategy that can evolve with that demand. These solutions offer a spectrum of supported payment methods across card-present and card-not-present transactions. Let’s see what incorporating omnichannel payments into your strategy can do for your subscribers, their customers, and you.

Payments 130

Payments Merchant Services Payment Methods Payment Solutions 130

SaaStr

JUNE 29, 2023

Vendr SaaS Consultant Katie Oates and Vendr Vice President of Customer Team Jeff Swank share eye-opening data and insights into buyer trends from 2023. Software that is difficult or time-consuming to remove is more likely to be purchased and renewed. This means higher engineering costs for companies and, so, higher software prices.

VP of Engineering 231

VP of Engineering Trends Cybersecurity Sales Hiring 231

SaaStr

DECEMBER 18, 2023

At SaaStr Annual , IBM’s VP of Software and Technology Raj Datta and Director of Startups Kylie Rutherford shared how AI is changing the game for companies of all sizes. AI has been with IBM for 20 years, and now they have Enterprise-grade software. There’s usually a support, help desk, or agent management happening.

AI 229

AI Technology Scale Startup 229

SaaStr

APRIL 9, 2024

Going Higher Up the Stack It’s crucial that you’ve got several different software development kits and APIs that help you embed that AI into specific applications, products, and solutions. They’ve been able to roll out AI to interact with agents while they’re handling support issues. Key Takeaways 1.

AI 215

AI Outsourcing Services Outsourced Development Government 215

SaaStr

APRIL 3, 2024

How about bringing more value to customers in a much shorter time frame? Or supporting customers by enabling GenAI? Most of PagerDuty’s customers are Enterprises, and they’re in varying places on the continuum in their journey of adopting GenAI. One thing customers talk about isn’t downtime and outages.

Generative AI 226

Generative AI AI Technical Review Software Review 226

Payrix

JANUARY 30, 2024

Back to customer stories A cut above the rest Why Real Green Systems, the leading software platform for lawn care businesses, chose Payrix. 37 years later, Real Green is the innovative leader in software for the industry. 37 years later, Real Green is the innovative leader in software for the industry. Get started today.

Payments 130

Payments Payment Solutions Payment Features Merchant Services 130

SaaStr

FEBRUARY 21, 2024

Blackline is one of the leaders in accounting software and invoicing-to-cash. Attention founders: you might be asked back as CEO some day, too. $140k Average Deal Size, With The Real Growth in $250k+ and $1m+ Accounts With 4,300 customers and $600m in ARR, Blackline’s average customer pays about $140k per year.

Payment Features 198

Payment Features Scale Enterprise Software 198

User Pilot

APRIL 10, 2024

Knowledge base creation is critical to enhancing self-service support. As your business grows, you can expect the number of support tickets to increase and the stress levels of your customer service team to go up. Don’t custom code – use the right knowledge base software. Create granular content.

Software Review 93

Software Review AI Search SaaS Technical Review 93

SaaStr

NOVEMBER 18, 2022

So ChurnZero put out a great new report surveying 1,037 customer success professionals. There is almost no software and non-headcount budget for CS. No need to throw money away on tools you don’t need, but folks, please support your CS teams! #3. 34% of CS Teams Have a Veto on Bad-Fit Customers. #3.

Customer Success 290

Customer Success Headcount Churn Revenue 290

FastSpring

APRIL 18, 2024

FastSpring is proud to announce that our support team has won a Silver Stevie® award for Front-Line Customer Service Team of the Year in the “Technology Industries – Computer Software” category! This award is the product of a lot of hard work by our support team, and we’re not surprised they’ve earned this distinction!

Artificial Intelligence 78

Artificial Intelligence Customer Support Engagement Technology 78

The Daily Egg

JUNE 11, 2020

Helpdesk software allows businesses and IT teams to improve the customer support process. If a customer has a problem or needs assistance, they can reach customer service representatives through a virtual helpdesk. Helpdesk software […]. Helpdesk software […].

Software Review 336

Software Review Software Social Media Customer Support 336

Tom Tunguz

SEPTEMBER 30, 2023

The benefit to the lower quartiles is dramatic across sales, customer support, & consulting. Lower performing consultants benefit the most from AI augmentation, increasing performance by 43% compared to 17% for higher performers. This rising-tide effect seems common across AI applications.

AI 225

AI Artificial Intelligence Consulting Customer Support 225

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. These awards reflect superior engagement and commitment from our users, who continue to highlight and share the key aspects of Totango and our software they find most beneficial.

Software Review 108

Software Review Technical Review User Experience Enterprise 108

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals.

Software Review 111

Software Review Scale Customer Success Innovation 111

Stax

APRIL 17, 2024

Companies and software providers that embed payment solutions into their services and platform are likely to attract and retain more customers. By using a cloud-based integrated payment software solution, you can provide a streamlined user experience while also earning an additional revenue stream through monetization.

Payments 68

Payments Merchant Services Payment Methods Payment Services 68

Stax

APRIL 11, 2024

Key features of a well-built PMS include: Efficient transaction processing: Speed and accuracy are key, and a good PMS should process payments quickly and with a user-friendly interface, keeping your cash flow smooth and customers happy. Streamline checkout : Move beyond clunky POS systems and give your customers a better experience.

Payment Services 88

Payment Services Payment Solutions Merchant Services Payment Methods 88

Intercom, Inc.

NOVEMBER 30, 2021

Customer support is more business-critical than ever. But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks.

Technical Review 249

Technical Review Customer Support Payment Methods Payment Solutions 249