Intercom, Inc.

JUNE 19, 2018

On a recent night out in London, Tristan Watson discovered the value of great customer support, when his bag full of electronics, video equipment and personal items was stolen from a pub. Using customer support to drive loyalty, engagement and revenue. 1 obstacle for these executives. Consumer expectations.

Customer Support 216

Customer Support AI Search Banking Airlines 216

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.

APRIL 7, 2021

The wider global business scene is finally realizing what many successful companies have known for quite some time now: customer support is the face of your company. How are other customer-centric support teams measuring the impact of conversational support? Chat has passed phone support.

Customer Support 129

Customer Support Scale Underperforming Technical Team Metrics 129

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 AI CTO Hire Sales Recruiting 443

Intercom, Inc.

AUGUST 27, 2018

As your business grows, having an excellent customer support team who can keep up is critical. Ramping up that support team, however, is easier said than done. A support team is going to have a lot of non-technical hires, and setting them up for success, while difficult, is one of the most important things you’ll do.

Customer Support 141

Customer Support Technical Review Onboarding Engineering 141

Intercom, Inc.

OCTOBER 16, 2018

When I first started to work at Intercom as a Customer Support Representative (CSR), KPIs were completely foreign to me. This means that if you have a bad week on one data point (say volume of conversations pulled), you can make up for this by exceeding in another (100% customer satisfaction, perhaps).

Customer Support 154

Customer Support Underperforming Technical Team Scale Construction 154

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 163

Sales Recruiting Development Software Review Management 163

User Pilot

DECEMBER 6, 2023

Start implementing a dogfooding program by recruiting users from across the organization, especially those not involved in the product development. So it’s safe to say that dog food helps organizations develop their customer empathy and gain a deeper understanding of the ‘why’ behind their behaviors.

Software Development 98

Software Development Sales Recruiting Development Software Review 98

Natalia Luneva

DECEMBER 3, 2020

Today I interview Sarah Hatter and we talk about creating an excellent customer support experience for your SaaS product. . Sarah is the founder and CEO of CoSupport, a business that has helped over 200 companies create excellent customer support experiences since 2011. . The Customer Support Handbook. . .

Customer Support 91

Customer Support Technical Advisors Outsourcing Services SaaS 91

Sales Hacker

MAY 10, 2021

To create an effective and efficient sales funnel, your sales and customer support teams need to be well trained and in sync with each other. Insights gained from your customer support agents can improve the process of pitching, converting, and retaining leads. Benefits of involving your customer support team in sales.

Customer Support 62

Customer Support Underperforming Technical Team Sales SaaS 62

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 255

Artificial Intelligence Machine Learning AI Payments 255

Teamgate

DECEMBER 3, 2020

Still, customer support and salespeople are the ones who mostly exploit CRM systems. So adopting Teamgate CRM is a reasonable step for any-sized company that is interested in how to develop a sales process and make it way smoother. Making CRM custom: Adaptations and their benefits.

Development 92

Development Sales Sales Funnel Consulting 92

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 210

Software Review SaaS Systems Review AI 210

Tom Tunguz

MARCH 20, 2024

There are 4 line items in a startup’s profit & loss statement that will be impacted by AI : P&L Line Item AI’s Effect Cost of Goods Sold Inflationary for infrastructure ; deflationary for support Research & Development Deflationary : engineers are 50-75% more productive Sales & Marketing Initially deflationary : sales people (..)

AI Search 187

AI Search AI Scale SaaS 187

Totango

JULY 18, 2018

Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. From onboarding challenges, to user experience difficulties, to product misfires, the Customer Support or Customer Service agent is often the customer’s “first responder.”.

Customer Support 56

Customer Support Customer Success Retention Underperforming Technical Team 56

Groove HQ

MARCH 22, 2022

Looking into courses on Shopify dropshipping, development, web dev, and more? The post 2022 List of Shopify Courses for Dropshipping, Developers, and More appeared first on Groove Blog. We've got the full list here with tips and suggestions to get the most out of it.

Development 67

Development Customer Support 67

Sales Hacker

NOVEMBER 28, 2017

For years, our hiring strategy for the HubSpot customer support team was simple. When support reps were overwhelmed with the volume of work, we’d hire another one. This simplistic model of growth worked to get the support team to about 25 people. Within one month, customer churn tripled. Simple, right?

Customer Support 79

Customer Support Sales Hiring Scale Acquisition 79

User Pilot

FEBRUARY 22, 2024

Great SaaS customer support is the key to keeping your customers happy and satisfied with your product. It powers your customer relationships, enabling you to build lasting connections with customers. This article examines how to create an exceptional customer support strategy.

Customer Support 102

Customer Support SaaS AI Search Software Review 102

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.

Machine Learning 260

Machine Learning Artificial Intelligence Communication Customer Support 260

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 235

Development Team Review B2C Compensation Technical Review 235

Tom Tunguz

SEPTEMBER 3, 2013

A mobile app with a serious bug frustrates users for two weeks, inundates customer support for a fortnight and decreases app rankings for at least that long. To cope with these greater demands, developers are tweaking web tools for mobile app development. Quite an expensive bug. One of these tools is mobile specific.

Web Development 100

Web Development Web Developers Mobile Development 100

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 216

Customer Support Development Business 216

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

Tom Tunguz

JANUARY 13, 2014

At the beginning, each of these companies pursued product development with something akin to Lean Startup Method. The founders identified a problem, spoke with customers and quickly iterated their solution into products the market would buy. Once in place, these processes can’t remain static.

Sales Recruiting 101

Sales Recruiting Development Startup Sales Hiring 101

User Pilot

APRIL 17, 2024

A few of the major features to look out for in customer insight platforms are user surveys, behavior analytics , segmentation , and data visualization. Userpilot offers in-app surveys , user action tracking, and behavior analysis to provide granular insights and improve user experience and product development.

AI Search 103

AI Search Social Media Cross-platform App Design (Application) Systems Review 103

FastSpring

MARCH 8, 2024

Here’s how FastSpring not only rose to the challenge but continues to impress Ovi and the SocialBee team, especially with: A dedication to listening to customers’ needs and providing communicative customer support. An actively involved leadership team that gets to know customers personally.

Merchant Services 155

Merchant Services Payments Subscription Payment Features 155

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.

APRIL 14, 2022

As Chief People Officer, David will lead the company’s global People organization, including talent acquisition, onboarding, learning and development, HR business partners, total rewards, diversity, equity and inclusion, and real estate & workplace experience. Welcome Declan Ivory, VP of Customer Support.

Technical Support 129

Technical Support Leadership Customer Support Acquisition 129

User Pilot

APRIL 22, 2024

It’s often done to guide product planning , enhance account expansion , and optimize self-serve customer support channels. Extract feature development insights. Analyze the data to extract new feature development insights Review the collected data to make insightful conclusions. Improve product road mapping.

Underperforming Technical Team 105

Underperforming Technical Team Software Review User Experience Retention 105

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 316

Scale AWS Consulting Sales Enablement 316

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

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 305

Sales Recruiting Banking Engineering Customer Support 305

User Pilot

OCTOBER 26, 2023

TL;DR Growth initiatives are strategies aimed at expanding a company’s customer base, market share, revenue, or profitability. Market Development involves selling existing products to new markets. Product Development aims to grow within the existing market by introducing new or enhanced products.

Acquisition 105

Acquisition Scale Marketplace as a Service Onboarding 105

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

User Pilot

MAY 1, 2024

Develop and implement your digital experience strategy. On the other hand, product experience is the customer’s overall perception of a product throughout their relationship with it. Product experience management (PXM) plays a pivotal role in how companies deliver value to their customers.

Customer Lifetime Value 105

Customer Lifetime Value User Experience Retention Scale 105

User Pilot

JANUARY 20, 2024

Depending on the problem, you may seek input from data analysts , customer success managers , developers/engineers, or the sales and marketing teams. For example, to deal with declining retention, the PM is mostly likely to involve customer success, customer support , and marketing at the very least.

Technical Review 115

Technical Review Management Software Review Data Analysis 115

Intercom, Inc.

OCTOBER 25, 2021

The Intercom team is looking forward to showcasing our latest features and improvements to the world’s leading Business Messenger and powerful customer support product. Our leading customer communication platform is used by the most innovative companies worldwide, such as Unity, Spendesk, (add approved customer logos in here).

AWS 198

AWS Scale Innovation Startup 198