Intercom, Inc.

JULY 1, 2020

Simultaneously, support teams are struggling with spikes in conversation volumes. A proactive customer support approach is the key to regaining control. The typical support “strategy” is to let common issues roll in for support reps to address. What is proactive customer support?

Customer Support 240

Customer Support Scale Education Onboarding 240

Intercom, Inc.

AUGUST 23, 2022

But what role does customer support play in this effort to retain customers? Why great customer support is the key to customer retention. Support plays a critical role in customer retention, with 32% of consumers citing bad customer service as the main reason they discontinued business with a brand.

Customer Support 212

Customer Support Retention Headcount Customer Lifetime Value 212

Intercom, Inc.

AUGUST 12, 2020

Multiple industries are suddenly forced to move operations online, and support teams are at the forefront of this transformation – battling every day to deliver excellent, fast customer service, while facing an unprecedented volume of enquiries and issues. So does this mean we’ve introduced ticketing? But wait, there’s more.

Customer Support 250

Customer Support Leadership Branding Data 250

Intercom, Inc.

DECEMBER 8, 2020

But with so much data to consider, how can you define the help desk metrics that matter for your team? As Seth Godin once put it: “Don’t measure anything unless the data helps you make a better decision or change your actions.” Collecting concise metrics creates a rich tapestry of data to interpret and empathize with customer behavior.

Customer Support 212

Customer Support Metrics Technical Review Scale 212

Intercom, Inc.

NOVEMBER 18, 2020

Automation supercharges support, empowering teams to provide personal support at scale without overstretching your team – and our data shows support leaders are hungry for more. . Companies that automate customer support are nearly 4x more likely to see CSAT improvements. .

Customer Support 223

Customer Support Trends Scale Market Research 223

Intercom, Inc.

FEBRUARY 10, 2022

Customer support has never been a walk in the park. To keep up with these changes, last year we released our first Intercom Customer Support Trends Report. To keep up with these changes, last year we released our first Intercom Customer Support Trends Report. Last month, we published the second edition.

Customer Support 212

Customer Support Trends Technical Review Headcount 212

Intercom, Inc.

JUNE 23, 2020

The internet is also driving an explosion in customer choice, allowing them to easily switch to businesses who provide better experiences. Delivering those better experiences requires a fundamentally new way to do customer support, a messenger-based approach that works at internet scale.

Customer Support 245

Customer Support Scale Underperforming Technical Team Scaling 245

Intercom, Inc.

NOVEMBER 24, 2020

The features combine to allow for sophisticated ticketing workflows behind the scenes, but with all the advantages that make our Messenger so popular with customers. For a long time, online customer support has revolved around issuing tickets, with help desk software primarily designed to keep track of long, multi-digit reference numbers.

Customer Support 212

Customer Support Scale Data User Experience 212

Intercom, Inc.

NOVEMBER 4, 2020

Resolution Bot can even help speed up self-service by offering relevant answers based on what customers are typing – before they even hit the enter key. One of the most empathetic things you can do is be mindful of your customer’s time.

Customer Support 228

Customer Support Technical Review Scale Headcount 228

SaaStr

DECEMBER 11, 2024

AI-powered Customer Onboarding and Customer Support We’re seeing a lot of companies using either AI tools they built themselves or through 3rd-party AI SaaS vendors have success helping users understand a new behavior or use a product for the first time. What’s Currently Working in AI for SaaS 1.

AI Search 278

AI Search AI Artificial Intelligence B2B 278

Tom Tunguz

NOVEMBER 8, 2023

At the IMPACT Summit yesterday, I shared our Top 10 Trends for Data in 2024. LLMs Transform the Stack : Large language models transform data in many ways. First, they have driven an increased demand for data and are causing a complete architecture inside companies. Second, they change the way that we manipulate data.

Artificial Intelligence 228

Artificial Intelligence Trends Data Software Review 228

SaaStr

OCTOBER 18, 2024

AI can just injest all your data and tell you who’s got to go or stay. “If you look at the homepage of everyone doing customer support software, like Zendesk, Intercom, or Gorgias and you squint, you know what they all say? And AI has completely ripped through the space. Now, everything has AI in QA.

Sales Recruiting 298

Sales Recruiting Sales Hiring Scale AI 298

Tom Tunguz

JULY 27, 2023

AI will automate 25-50% of white collar work including data analysis. Does that will data teams shrink in size? On the contrary, while AI can automate some work, it will also demand much more from data teams. Typical tasks - writing SQL & charting data - will become mostly automated.

AI 186

AI Data Data Analysis compliance 186

Intercom, Inc.

DECEMBER 9, 2021

Technology makes every company a global company, and our focus on data security means Intercom customers all over the world can experience the full benefit of Intercom – no matter where they’re geographically located. . Ten years ago, we built the initial Intercom infrastructure in AWS’ us-east-1 data center in North Virginia, USA.

Data 181

Data AWS Scale Engineering 181

SaaStr

APRIL 4, 2025

3) Generate high-quality training data that continuously improves AI performance. Agentin: Autonomous Agents for Customer Support What They Do : Agentin has built an autonomous agent platform that handles complex customer support workflows from end-to-end without human intervention. The Numbers: $4.7M

AI Search 160

AI Search AI Startup Scale 160

SaaStr

MARCH 9, 2025

The New AI ROI Framework Before investing in AI, Calendly’s team evaluates four key factors: Customer value (will this meaningfully improve outcomes?) Data quality requirements User experience impact 4. Data Architecture Makes or Breaks AI Success The unsexy truth? Your AI is only as good as your data infrastructure.

AI 185

AI Scale Education User Experience 185

TechEmpower SaaS

MARCH 4, 2024

Post-sale, AI analyzes customer data to improve service and loyalty, making it a cornerstone of modern sales methodologies. This AI-centric approach transforms sales into a data-driven field, emphasizing efficiency and personalized customer experiences.

Generative AI 443

Generative AI CTO Hire AI Sales Recruiting 443

SaaStr

MAY 29, 2025

The systems can identify coaching moments, surface deal risks, and provide data-driven insights that would take hours of manual analysis. When coaching becomes your number one activity as a CRO (which it should), AI becomes your force multiplier.

Sales Hiring 215

Sales Hiring Underperforming Technical Team AI Scale 215

SaaStr

MAY 9, 2025

They didn’t just collect the data they acted on the patterns. When multiple customers cite the same missing functionality as their reason for leaving, that’s your roadmap priority. It’s (Almost) Never Too Late to Save a Customer The key lesson? One brilliant feature doesn’t erase years of neglect.

Social Media 160

Social Media Outsourced Development Interviewing Retention 160

USIO

MAY 16, 2024

Increased Revenue: Offering seamless payment solutions can boost conversion rates and customer retention. Data Insights: Provides valuable transaction data that can be leveraged for business insights and optimization. Encryption: Use encryption to protect data during transmission. Ask about revenue share opportunities.

Payment Services 263

Payment Services Payments Merchant Services Payment Solutions 263

TechEmpower SaaS

NOVEMBER 13, 2023

The information provided was all pulled from data he’s already entered - just Mark, Houston, Math Teacher, Teach for America. Customer support emails require both accurate information and a professional, helpful tone. And if this description doesn’t resonate with Mark, he can ask for a new one, while providing feedback.

Generative AI 443

Generative AI Artificial Intelligence AI New CTO 443

TechEmpower SaaS

JULY 24, 2023

Do you have a custom algorithm or other technology? What special data, content, APIs, etc., What’s the state of the relationships that brings you that data? For customer service? To personalize customer recommendations? How can we use AI to improve the customer experience? Where’s the mystery?

Innovation 780

Innovation Development CTO Hire Technical Review 780

Tom Tunguz

MARCH 28, 2021

Some examples include streamlining customer onboarding. Robots read pdfs that customers provide and input that data into other computer systems. Customer support teams might use RPA robots to read the contents of an email, find an order number, look up the order, and present the support agent with some key data.

Payment Services 359

Payment Services Metrics Payment Solutions Payments 359

User Pilot

AUGUST 30, 2024

Tired of spending big on third-party data providers and not getting the results you want? Say hello to direct data capture! By collecting data directly from your customers, you can cut down on costs, gain accurate insights, and maintain full control over your data. Gather direct data with user interviews.

Data 105

Data Social Media Scale Interviewing 105

Intercom, Inc.

MARCH 2, 2021

Customers reach out to you when they hit a roadblock in using your product and getting their job done, so it’s essential that you’re able to provide them with the right answer, quickly. If a customer has made the effort to contact your Customer Support team, it’s already a sign they need your help.

Machine Learning 249

Machine Learning Artificial Intelligence Customer Support Metrics 249

User Pilot

JULY 29, 2024

This is because they haven’t conducted any customer research to determine whether the product they are building is actually what customers want. To gather the information needed to avoid this, quantitative data is a valuable tool for all startups. It is often shown in bar or pie charts.

Data 105

Data Data Analysis User Experience Trends 105

User Pilot

NOVEMBER 22, 2024

You have the analytics data, but it doesn’t tell the whole story. Session replay tools then combine all this data to create movie-like playbacks of user sessions. Now , you might be thinking, “What about sensitive data like passwords or credit card numbers?” You know what users are doing, but not why.

User Experience 105

User Experience Customer Support Pricing Engagement 105

Tom Tunguz

OCTOBER 9, 2024

After their success with AI customer support automation which manages 2/3 of their customer inquiries , Klarna is now doubling down on this strategy. With the cost of software production falling 1 & the cost of data storage also decreasing, 2 , the break-even point for building internal software is likely lower than ever.

Scale 228

Scale AI SaaS Cloud 228

User Pilot

AUGUST 21, 2024

The secret lies in first-party data. We’ll provide practical examples and actionable advice that will inspire you to create personalized user experiences based on data. TL;DR First-party data is information you collect directly from your audience or customers. Greater control and ownership over customer data.

Data 105

Data Social Media Interviewing User Experience 105

SaaStr

MARCH 17, 2021

Data becomes siloed in disparate SaaS apps, fragmenting the business processes that run your organization. Through every sales cycle, there’s a need to share information from sales, accounting, customer success, and other teams. 2. Customer 360. Pinpoint critical data that must be 100% accurate and timely.

Sales Hiring 317

Sales Hiring Scale Technical Review Marketplace as a Service 317

Tom Tunguz

JUNE 5, 2023

Training, deploying, & optimizing machine learning models has historically required teams of dedicated researchers, production engineers, data collection & labeling teams. The last one is the most striking. Even fully staffed, teams required years to develop models with reasonably accurate performance.

Artificial Intelligence 298

Artificial Intelligence Machine Learning AI Payments 298

USIO

AUGUST 12, 2024

Customers appreciate the quick and efficient service, which can lead to repeat business and positive word-of-mouth referrals. Personalization and Loyalty Programs Moreover, these solutions allow businesses to collect valuable data on customer purchasing habits.

Payments 223

Payments Payment Methods Payment Solutions Payment Services 223

Tom Tunguz

MAY 15, 2025

Most recently, Klarna , reverted to human customer support because AI output is lower quality. For a startup, pricing at a discount offers a trade-off: the ability to capture market share, secure recognizable clients (logos), build credibility, and gather data to improve systems is considered worth the initial revenue sacrifice.

AI 133

AI Pricing Technology Startup 133

Tom Tunguz

JUNE 10, 2023

Zendesk AI automates customer support. Then draft an email to each prospect using data from their customer support tickets & save them in my drafts folder. That’s a level of automation rarely seen within the enterprise without custom coding. First, data security & data loss prevention.

Software Review 237

Software Review SaaS Systems Review Application Development 237

Tom Tunguz

MARCH 6, 2023

In the past, the core engineering team & the data science/machine learning teams worked separately. For most companies, the data science team analyzed data & wrote machine learning models to support the business functions : sales, marketing, customer support.

Artificial Intelligence 250

Artificial Intelligence ChatGPT Engineering Machine Learning 250

Totango

AUGUST 13, 2024

Customer success operations can also be a secret weapon for fine-tuning a variety of customer success and GTM needs such as: sharpening the ideal customer profile (ICP), crafting unique marketing messages, and injecting the customer’s voice into every interaction. Can you segment customers by contract value?

Customer Success 112

Customer Success Data Strategy Outsourced Development 112

User Pilot

AUGUST 30, 2024

It's often the precise insights that come from analyzing quantitative data. But with so many types of quantitative data available, where do you start? In this article, we'll explore various examples of quantitative data + how to collect them and make smarter decisions that keep users engaged. Continuous data.

Data 104

Data Onboarding Churn Retention 104