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

Intercom, Inc.

DECEMBER 8, 2020

Help desk metrics are measurements that allow you to track your performance and effectively adjust your strategy to provide better customer support. They’re vital for gauging whether or not your current customer support solutions are meeting the needs of your customers and your organization. Resolution Time.

Customer Support 211

Customer Support Metrics Technical Review Scale 211

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 211

Customer Support Scale Data User Experience 211

TechEmpower SaaS

NOVEMBER 13, 2023

The point is, empty textboxes aren’t just intimidating, they can significantly impact user engagement and conversion rates. We could prompt Mark to enter descriptive keywords like “dedicated” and “engaging.” Happy customers mean happy CEOs and founders - and that’s what makes us happy.

Generative AI 443

Generative AI Artificial Intelligence AI New CTO 443

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

Buffer Resources

FEBRUARY 9, 2024

How can we keep creating a unique customer support experience even as we get an increasing number of messages from customers?   Delivering exceptional customer support has always been at the core of Buffer’s mission.   With what emotions has the customer reached out to us? 

Customer Support 115

Customer Support Software Review Software Social Media 115

SaaStr

MARCH 9, 2025

Personalization at Scale is the Real AI Win Here’s what’s actually working with AI at Calendly: Automatically surfacing relevant features based on usage patterns Personalizing the experience across all touchpoints (product, support, marketing) Using AI to rapidly understand customer segments and needs 5.

AI 195

AI Scale Education User Experience 195

User Pilot

JULY 10, 2024

You’ve probably heard the terms customer engagement and customer experience used interchangeably. The confusion makes sense, too, since the two concepts are similar, with both aiming to build customer loyalty. So, customer engagement vs. customer experience, which one should you prioritize?

Engagement 110

Engagement Customer Lifetime Value Social Media Branding 110

SaaStr

MAY 29, 2025

This isn’t about being an AI expertit’s about demonstrating active engagement with AI tools and genuine interest in how they can transform sales outcomes. By the end of this quarter, team members who aren’t genuinely AI-curious should be let go. The 50/50 Team Is Coming Fast.

Sales Hiring 234

Sales Hiring Underperforming Technical Team AI Scale 234

User Pilot

OCTOBER 19, 2024

Customer support : Customers receive quick and helpful answers to queries and issues. Make the customer journey more engaging Turn your customer’s journey into an exciting adventure filled with interactive elements, fun surprises, and exciting rewards. Use gamification to drive engagement.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

User Pilot

MARCH 5, 2025

That’s where customer engagement software comes in. The right platform will equip you with the tools to interact effectively, gather valuable feedback, and build lasting customer relationships. Customization options: Can you tailor the platform to match your brand identity and specific needs?

Software Review 52

Software Review Engagement Software Scale 52

User Pilot

MAY 23, 2024

Customers aren't all the same, so you need different types of customer support to address the needs of different kinds of customers. As a result, you need variety in your customer service solutions to properly assist each customer. Proactive support. Social media support.

Customer Support 104

Customer Support Social Media SaaS Artificial Intelligence 104

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

AUGUST 20, 2024

We chatted with Ann Marie McNamara, Beable’s Senior Product Manager, about how the company used Userpilot analytics and feedback features to enhance user experience and engagement. Most importantly, Beable realized they needed more effective ways to collect feedback and analyze their user engagement for better-informed decision-making.

Engagement 105

Engagement Education User Experience Customer Support 105

User Pilot

AUGUST 6, 2024

There’s no product growth without customer engagement. No matter how intuitive and valuable your product is, customers always need a bit of a nudge to experience its benefits and start using it as a go-to solution to their problems. We also look at examples of SaaS products with excellent engagement strategies.

Engagement 105

Engagement Retention Social Media Customer Lifetime Value 105

USIO

JULY 1, 2024

By focusing on customer satisfaction and reducing churn, SaaS companies can maintain a steady revenue stream. Strategies for Retention: Regularly Engage with Customers : Use email newsletters, in-app notifications, and webinars to keep customers informed and engaged with new features, updates, and best practices.

Payments 306

Payments SaaS Payments Payment Solutions Payment Services 306

SaaStr

MAY 25, 2024

As developers, they immediately started to think about a PLG, pay-as-you-go motion to get to market and engage with developers quickly. 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.

Scale 306

Scale Sales Hiring SaaS Payments Development 306

Tom Tunguz

MARCH 8, 2020

Depending on the answer, you’ll have to decide which types of partnerships are the best to engage them. Most of the time, customers suggest these integrations as part of their feedback to account management and customer support. There are four types of partnerships we discussed.

Scale 349

Scale AWS Consulting Sales Enablement 349

User Pilot

AUGUST 26, 2024

Results : Userpilot improved customer engagement in just a week, with in-app messages significantly outperforming email. It provided better control over user experience and increased user engagement with NPS surveys. Want to learn more about Userpilot and how to use it for better customer communication? Book the demo!

Software Review 104

Software Review Engagement Sales Hiring AI Search 104

User Pilot

DECEMBER 31, 2024

Variety of UI patterns to engage users, including modals , tooltips , and slideouts. In fact, it was first created as an analytics tool, and only in recent years has it also developed an engagement suite. Just like Userpilot, its a full-suite product experience platform with analytics, feedback, and engagement layers.

Technical Review 105

Technical Review Underperforming Technical Team Software Review Onboarding 105

User Pilot

MARCH 18, 2025

Choosing the right mobile app engagement platform can determine whether your app thrives or gets abandoned, especially as spending in the mobile app market increased to $36.2 The answer is a single mobile customer engagement platform that combines onboarding, push notifications, and analytics to improve user engagement.

Mobile 52

Mobile Engagement Onboarding Pricing 52

SaaStr

DECEMBER 25, 2020

The small guys suck up all your customer success and support resources, even though they make up only a small percent of your revenue. At Adobe Sign / EchoSign, the single largest consumer of our customer support resources was our Free users. The second largest consumer of support resources was our $15/month customers.

Sales Hiring 334

Sales Hiring Customer Success Customer Support Revenue 334

Intercom, Inc.

APRIL 6, 2022

Now, he oversees support for both Atlassian’s Opsgenie and Statuspage products. “As As Opsgenie joined a 7,000-strong company, the team was committed to ensuring their high support standards and customer experience weren’t compromised as they scaled to engage a customer base of now more than 200,000”.

Scale 230

Scale Scaling DevOps as a Service Communication 230

User Pilot

MAY 8, 2024

As smartphones increasingly become central to the routine life of the modern person, in-app messaging enables you to engage your audience with just-in-time support. Whatfix – best for creating in-app messages for employee engagement. Create in-app contextual experiences for your customers at different touchpoints.

Engagement 105

Engagement AI Search Software Review AI 105

Incredo

JANUARY 21, 2020

Software companies engage, qualify, and recommend visitors with the help of chatbots who set new rules for improving user experience. So whenever you visit a website and see a similar picture like below, it means that the website is using the conversational method to engage with people. . Wait for a while.

Marketing 313

Marketing SaaS Social Media Education 313

User Pilot

NOVEMBER 22, 2024

Why we built session replays for Userpilot Userpilot is a product growth tool that helps SaaS teams deliver an engaging customer experience that drives satisfaction and retention. Among other benefits, this is useful for optimizing customer support. Enhancing customer support. Improving user experience.

User Experience 105

User Experience Customer Support Pricing Engagement 105

User Pilot

NOVEMBER 7, 2024

Product demos can be used at various stages in the customer journey, such as on your website to engage potential customers, in email campaigns to nurture leads, during sales calls to provide a “try before you buy” experience, and for customer onboarding to help new users get up to speed quickly.

Payment Methods 103

Payment Methods Payment Solutions Software Review SaaS Payments 103

ChurnZero

JULY 31, 2024

So why would your customers? And, i f your customers are not, in fact, living inside their email inboxes, why would you rely so heavily on email as a digital engagement channel to interact with them? Here are my top four favorite alternative digital engagement channels for customer success teams.

Customer Success 105

Customer Success Engagement Technical Review Consulting 105

Intercom, Inc.

JANUARY 20, 2021

At Intercom, we believe that providing educational and motivational help content leads to loyal and engaged customers. Not only that, but it’s fundamental to the Conversational Support Funnel , our framework for delivering efficient , personal support at scale. Of course, customers are busy.

Scale 232

Scale Technical Review Education Customer Support 232

Intercom, Inc.

JUNE 9, 2021

With these challenges in mind – and after collecting tons of feedback and reviewing engagement scores from those initial groups of new hires – we had to take a pause to plan and iterate our experience. Information has been provided in a way that is easily digestible and easy to apply” – Caijsa, Customer Support Specialist.

Onboarding 253

Onboarding Sales Hiring Scale Systems Review 253

SaaStr

SEPTEMBER 11, 2024

Lucid launched in 2010 (before PLG was a term), and their team had an intense focus on product early on, so much so that the COO at the time read through hundreds of thousands of customer support tickets to hear directly from customers. In their first year, they had their first paying customer.

Scale 300

Scale Scaling Sales Hiring Systems Review 300

User Pilot

DECEMBER 30, 2024

While the product adoption platform offers decent user onboarding and engagement features, it lacks advanced analytics capabilities and is quite expensive. Overview of Chameleon Chameleon is a no-code user onboarding platform that lets SaaS teams create in-app experiences to engage and retain users. Try Userpilot!

Software Review 105

Software Review AI Search Pricing Onboarding 105

User Pilot

JULY 10, 2024

In this blog, we explain eleven user experience and interaction design guidelines supported by real-life examples to improve product engagement. The 11 user interface guidelines for enhanced engagement include: 1. Design your in-app resource center in Userpilot with a direct link for users to access customer support.

User Experience 100

User Experience Engagement Systems Review Software Review 100

Intercom, Inc.

AUGUST 17, 2020

Localizing a product for international expansion means making all aspects of that product accessible to the market you’re looking to enter – from language translation and adapting product UX to offering multilingual customer support, and beyond. Low conversion rates.

Investment 276

Investment Scale Software Review Systems Review 276

Intercom, Inc.

OCTOBER 12, 2021

While every layer of the Conversational Support Funnel has different benefits, the human support layer is particularly important when it comes to engagement and retention. Offering personalized, one-to-one human support is essential for keeping both your customers and your team happy in the long term. Here’s why.

Underperforming Technical Team 222

Underperforming Technical Team Technical Review Payment Methods Payments 222

User Pilot

NOVEMBER 7, 2024

Define improvement goals : Clearly articulate your goal , i.e., what you want to improve by leveraging customer success platforms. Examples could be streamlining communication or effectively tracking customer engagement to support your customer success efforts. G2 rating : 4.4 G2 rating : 4.4 G2 rating : 4.6

Customer Success 105

Customer Success Enterprise Software Review Startup 105

Tom Tunguz

AUGUST 29, 2023

Large-language models have transformed how millions interact with products : from customer support to code generation to legal document analysis. These new engagement models invite users through a meaningfully different product journey. How should a product manager gauge the customer experience? Context.ai

Artificial Intelligence 242

Artificial Intelligence User Experience Customer Support Engagement 242