Intercom, Inc.

OCTOBER 13, 2020

ML products also require us to manage relatively large technology risks – this is an area where, unlike in most other product development, technical limitations might render the entire design impossible. Resolution Bot is a product that automatically answers the repetitive questions faced by customer support teams.

Artificial Intelligence 281

Artificial Intelligence Machine Learning Underperforming Technical Team Development 281

SaaStr

JANUARY 15, 2021

Maybe you think developers are weird beasts that type on a keyboard pushing out code, and then as soon as they become indispensable, they quit. At his core, Jeff Lawson is a software developer first, and the CEO of Twilio second. In turn, developers need to adapt. 2 Keep close to the customer and the problem.

Sales Recruiting 223

Sales Recruiting Development Software Review Management 223

SaaStr

JUNE 16, 2025

Build” Has Completely Flipped in 12 Months The Hard Data : Over 90% of enterprises are now testing third-party AI apps for customer support rather than building internally. One public fintech abandoned their internal build mid-development to purchase a third-party solution instead.

Enterprise 195

Enterprise AI Benchmarks Innovation 195

TechEmpower SaaS

MARCH 4, 2024

This AI-centric approach transforms sales into a data-driven field, emphasizing efficiency and personalized customer experiences. Similarly, in customer support , AI-driven chatbots and automated response systems are taking over routine support, effectively handling common issues such as account inquiries or basic troubleshooting.

Generative AI 443

Generative AI CTO Hire AI Sales Recruiting 443

SaaStr

APRIL 4, 2025

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. Why It Matters : Customer support teams are drowning in tickets, with resolution times getting longer, not shorter.

AI Search 164

AI Search AI Startup Scale 164

SaaStr

MARCH 9, 2025

Previously, he led design teams at LinkedIn where he built recommendation products for product onboarding and developed AI chatbots. .” Bios: Steven Shu, Chief Product Officer at Calendly Steven brings over 8 years of AI expertise to Calendly. His background combines deep product strategy with practical AI implementation experience.

AI 190

AI Scale Education User Experience 190

USIO

MAY 16, 2024

Security: Look for PCI-DSS compliance and other security measures to protect sensitive data Support : Ensure the organization provides ongoing developer support and merchant support. Global Reach: If you operate internationally, choose a processor that supports multiple currencies and international transactions.

Payment Services 263

Payment Services Payments Merchant Services Payment Solutions 263

USIO

JUNE 28, 2024

24/7 US-Based Support: Receive dedicated support from Usio team of experts whenever needed. “We to empower their users with a secure and efficient payment solution,” said Chris Ross, Director, Partner Development at Usio. Learn more at [link] Contact: Chris Ross – Usio Director of Partner Development E.

Payments 130

Payments Merchant Services Payment Solutions Payment Services 130

TechEmpower SaaS

NOVEMBER 13, 2023

Do you participate in professional development workshops, or perhaps enjoy problem-solving puzzles in your downtime? Customer support emails require both accurate information and a professional, helpful tone. Clearly mention that you're seeking a role where you can continue influencing students' lives and making a difference.

Generative AI 443

Generative AI Artificial Intelligence AI New CTO 443

SaaStr

MAY 29, 2025

Revenue teams that aren’t AI-native by 2025 will find themselves competing with fundamentally more efficient organizations that can invest more in marketing, product development, and customer success while maintaining superior sales productivity.

Sales Hiring 223

Sales Hiring Underperforming Technical Team AI Scale 223

Tom Tunguz

MARCH 8, 2020

That means understanding your ideal customer profile, developing enablement materials to close those customers, and training new account executives to succeed in that effort consistently. Different roles in a company may have different goals for channel development. Internal Clarity. The sales team asks for more leads.

Scale 349

Scale AWS Consulting Sales Enablement 349

SaaStr

MAY 9, 2025

To fully rebuild trust, they need to: Maintain this new momentum with regular meaningful updates Improve their core platform stability issues Revamp their customer support processes Demonstrate they’ve truly changed their approach to product development But we’re back.

Social Media 164

Social Media Outsourced Development Interviewing Retention 164

Tom Tunguz

APRIL 21, 2020

Kustomer is the modern customer support platform built by veterans in the field. The founders have built three companies in the domain, sold their last one to Salesforce, and developed Kustomer with all the knowledge and insights from those experiences. Here are some from our portfolio. Gremlin is the chaos engineering company.

Sales Recruiting 347

Sales Recruiting Banking Engineering Customer Support 347

Tom Tunguz

JUNE 5, 2023

Even fully staffed, teams required years to develop models with reasonably accurate performance. Newer LLMs (large-language models) simplify AI-feature development in the same way Twilio empowered developers to send an SMS with five-lines of code, abstracting the complexities of carrier-integration.

Artificial Intelligence 298

Artificial Intelligence Machine Learning AI Payments 298

SaaStr

MAY 19, 2022

Supporting your customers is a crucial component of building a great product. You iterate and develop your products according to your customers’ needs, which first requires you to listen to them. With great product and customer support teams in place, you are ready to do this. Profitability is power.

Development Team Review 289

Development Team Review B2C Compensation Technical Review 289

Tom Tunguz

SEPTEMBER 10, 2024

Developing a strong case for this with buyers will be key because the ROI question from buyers is real especially as the broader software market feels pressure. Only VCs care about the word agents / agentic : for most enterprises, agents mean a customer support agent.

Software 304

Software Sales Hiring Customer Lifetime Value Scale 304

Tom Tunguz

AUGUST 3, 2022

These communities don’t help new app developers with user awareness. So developers stuff wallets full of airdropped tokens. My Telegram username isn’t linked to my wallet. Knowing a chat user is the same who bought an NFT remains elusive but important. These airdrops are a novel form of spam for both users & wallets.

Artificial Intelligence 277

Artificial Intelligence Machine Learning Communication Customer Support 277

Payrix

JUNE 10, 2025

When considering white label merchant processing solutions, software companies should look for a provider with a trusted reputation, technology that meets the needs of their users, and customized support. They’ll also provide customized support and ensure the user experience aligns with brand standards. It certainly can.

Merchant Services 100

Merchant Services Payment Services Payments Payment Solutions 100

User Pilot

JULY 31, 2024

In today’s ultra-competitive landscape, your product development strategy is a roadmap that helps you navigate the journey from product idea to market success. In this article, we present a product manager’s guide to creating and successfully executing a product development strategy. Not sure where to begin?

Development 104

Development Strategy Market Research Innovation 104

Tom Tunguz

MARCH 9, 2022

Self-serve small ACV companies have developed the hybrid CSAM role ( customer success account managers). Ideal for freemium low-ACV startups and some PLG-motions , CSAMs shoulder the responsibility of both technical support and account expansion. The customer support team tackles the technical questions.

Customer Success 336

Customer Success Outsourced Development Technical Support Startup 336

Tom Tunguz

JUNE 10, 2023

Zendesk AI automates customer support. Previous APIs require learning programming languages to use & have been reserved for developers. Then draft an email to each prospect using data from their customer support tickets & save them in my drafts folder. In the last month, Hubspot launched ChatSpot.

Software Review 237

Software Review SaaS Systems Review Application Development 237

User Pilot

DECEMBER 31, 2024

While your product managers use our analytics reports to track product usage, your engineering teams can use our session replays to uncover bugs, and your customer support team may use our in-app help center feature to offer self-service and reduce support tickets.

Technical Review 105

Technical Review Underperforming Technical Team Software Review Onboarding 105

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 246

AI Artificial Intelligence Startup Strategy 246

Intercom, Inc.

AUGUST 13, 2019

With this increase in functionality comes a change in how customers actually view automation: less as a nuisance, and more as a bona fide, personalized option for getting help with their issues. 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 Headcount AI 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

User Pilot

NOVEMBER 22, 2024

Among other benefits, this is useful for optimizing customer support. This means you can start collecting valuable insights right away without needing to involve developers or invest in costly integrations. Here are just a few examples: Developers : No more guessing games when it comes to bugs. Enhancing customer support.

User Experience 105

User Experience Customer Support Pricing Engagement 105

Intercom, Inc.

JUNE 27, 2020

In this episode you’ll hear from: Birdie Haumschild : Sales Development Representative (Inbound), San Francisco. Ciara Guinan : Customer Support Specialist, Dublin. Jessica Filizola : Customer Support Specialist, Dublin. Tyle Bivens : Sales Development Representative (Inbound), Chicago.

Interviewing 211

Interviewing Customer Support Development Engagement 211

The Daily Egg

MAY 19, 2021

SiteGround offers a suite of website hosting plans, including specialized options for WordPress developers and WooCommerce site owners. While SiteGround isn’t the most affordable web hosting service available, it does offer many benefits like fast speeds, helpful site-building tools, and impressive customer support.

Customer Support 227

Customer Support Development Business 227

Intercom, Inc.

OCTOBER 12, 2021

As the field of customer support becomes more specialized ( and increasingly important to every business’s bottom line ), this will not only help your team to advance their careers, but it also shows that their career growth is something you’re prioritizing as an organization. Helping humans do what humans do best.

Underperforming Technical Team 222

Underperforming Technical Team Technical Review Payment Methods Payments 222

Intercom, Inc.

JUNE 9, 2021

It was also my first official week in the People Development Program Manager role, which certainly added to the challenge! . These same pillars have guided the development of our remote employee onboarding program. We’ve developed a six-month employee onboarding program. They are: . Core business learnings.

Onboarding 253

Onboarding Sales Hiring Scale Systems Review 253

Intercom, Inc.

JULY 2, 2020

And it makes sense: in order to be around to support your customers well into the future, you need a solid foundation for scale. . But obsessing over efficiency can mask what’s most important, and most rewarding, to support teams – actually helping customers. The evolution of customer support.

Outsourcing Services 253

Outsourcing Services Investment Underperforming Technical Team Outsourced Development 253

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

Tom Tunguz

APRIL 21, 2020

Kustomer is the modern customer support platform built by veterans in the field. The founders have built three companies in the domain, sold their last one to Salesforce, and developed Kustomer with all the knowledge and insights from those experiences. Here are some from our portfolio. Gremlin is the chaos engineering company.

Sales Recruiting 252

Sales Recruiting Banking Engineering Customer Support 252

SaaStr

OCTOBER 4, 2024

They built one platform that does it all, but also made it simple so that these small businesses they wanted to serve, could actually use it to grow revenue without needing a developer that they didn’t have. At the time, Shopify was still a new player. The bet paid off.

Revenue 304

Revenue Scale Underperforming Technical Team Sales Hiring 304

Tom Tunguz

JULY 21, 2024

What if an AI-powered customer support agent needs to be able to manage very technical telecom queries? They might develop their own standards much the way that OpenAI has, or partner with third-parties to offer those third party evaluations for particular use-cases. But what if a business writes code in a particular language?

Sales 212

Sales Artificial Intelligence Machine Learning Benchmarks 212

Tom Tunguz

FEBRUARY 19, 2019

They identify market opportunities, develop novel products and go out to change the world. Others want to innovate in every dimension and re-invent every discipline from pricing to marketing to support to customer success. Kustomer’s platform is a fundamental re-architecture of customer support software.

Pricing 277

Pricing Startup Sales Hiring Innovation 277

FastSpring

OCTOBER 23, 2024

Because of these developments, mobile game companies are investigating more options for monetizing their games than just the App Store or Play Store. To learn more about how FastSpring supports game developers, visit fastspring.gg/. More details on those below.) What Is a Merchant of Record ?

Merchant Services 148

Merchant Services Payments Payment Methods Payment Services 148