Intercom, Inc.

JUNE 16, 2025

You satisfy your customers, but can you satisfy our curiosity? With Emily Bach, Customer Support Team Lead at Mangomint. I’m a Customer Support Team Lead at Mangomint – a SaaS company that supports businesses in the health and wellness industry. What’s the best thing a customer has ever said to you?

Customer Support 104

Customer Support Leadership AI Customer Success 104

User Pilot

JUNE 4, 2024

Triggering post-event survey questions can significantly boost your response rates and the quality of your user feedback. Let’s explore some post-event survey examples and then explain how you can do it as well! TL;DR Post-event surveys are relevant to the experience that your users are having at the moment. Content relevance.

SaaS 104

SaaS Onboarding User Experience Customer Support 104

User Pilot

OCTOBER 19, 2024

Customer support : Customers receive quick and helpful answers to queries and issues. You can then target these users based on when they signed up and the completion of other relevant in-app events. Train your customer support team Your customer support agents are your customer satisfaction ninjas.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

SaaStr

MAY 27, 2022

I like a “traditional” 50/50/25 plan, but in any event was curious what others were doing in practice. #12. 66% of you use NRR as the #1 KPI for your Customer Success teams. Only 46% of you think your sales team is as expert in your product as your customers are. In any event, most of you show up in any event.

Sales Hiring 336

Sales Hiring Pricing Scale Interviewing 336

SaaStr

APRIL 25, 2019

You ideally need to close the first 10–20 customers yourself, and then hire sales folks to help. Have everyone in the company do customer support. Everyone will understand feature gaps and priorities much better if every engineer and every salesperson also has to do support calls and tickets. Don’t expect magic.

Scale 252

Scale Sales Hiring Scaling SaaS 252

User Pilot

NOVEMBER 22, 2024

Beyond just DOM changes, these tools also track a wide range of user events like: Mouse movements. For example, you can now utilize our platform to generate analytics reports, track specific customer profiles, auto-track user events, and create custom dashboards to visualize your key metrics. Enhancing customer support.

User Experience 105

User Experience Customer Support Pricing Engagement 105

Intercom, Inc.

JULY 16, 2019

However, after a particularly complicated and long-running incident (known internally as “ The SpamHaus event ”) we realized that we needed to significantly up our game. As our business has grown , so too has the potential customer impact of any incident. This can be done by the Customer Support team or through informal channels.

Scale 215

Scale Technical Review Management Software Review 215

Intercom, Inc.

JUNE 28, 2018

First, there’s event-based feedback that you want to collect after a user takes a specific action or reaches a significant moment in the customer lifecycle. Events could be regarded as customer support conversations, a first purchase or account churn.

Customer Support 216

Customer Support Trends Churn Onboarding 216

Intercom, Inc.

OCTOBER 13, 2022

That’s just a quick peek – watch the full recording or read through the event transcript to experience New at Intercom and catch up on all the major announcements and innovations that were shared at our latest virtual event. What follows is a lightly edited transcript of the event. Paul Adams: Hey, everybody.

Banking 118

Banking Scale Artificial Intelligence Machine Learning 118

Intercom, Inc.

NOVEMBER 2, 2022

This can be a major blocker to personal, consistent support, or effective omnichannel campaigns. . Leveraging the customer, event, and message data you already store in Intercom allows you to personalize customer emails and define highly targeted send lists”.

Customer Support 118

Customer Support Strategy Communication Payment Features 118

SaaStr

AUGUST 12, 2020

So, the company starts getting divided up into functional areas, or silos, product management, sales, customers support, marketing and so on, and this siloing of the org chart I think means that not everyone knows what everyone else is doing, and there’s a general feeling of disorganization or chaos in most startups.

Startup 286

Startup Software Review Scale Systems Review 286

Intercom, Inc.

MAY 19, 2025

Do you identify more with the title “customer support,” “customer service,” “customer success,” or “customer experience,” and why? Customer success.” We want all users to come out of a support chat knowing how to make more money on Whop than when they started the chat. Customer support jargon is OUT.

Marketplace as a Service 104

Marketplace as a Service Customer Support Communication Customer Success 104

SaaStr

MAY 5, 2022

2,500 SaaS CEOs, Founders, Revenue Leaders and VCs will join us for 2 days of tactical content, networking, and epic evening events when the Cloud comes to Barcelona. If you haven’t already, sign up here for tickets before we sell out. And with that, we’re excited to share that the SaaStr Europa Braindates platform is now open.

Scale 245

Scale Engineering Cloud Pricing 245

SaaStr

JANUARY 31, 2021

So our Top 10 videos of the week added a bunch of “new names” due to our SaaStr University: Spring Semester event. “How to Build and Sell a Product that Customers Love with Olivier Pomel, CEO Datadog” A great classic SaaStr session looking back at what it took to get Datadog to its inflection point. #6.

Scale 258

Scale Technical Review AI Sales Enablement 258

User Pilot

DECEMBER 30, 2024

From interactive walkthroughs and in-app surveys to user segmentation and event-based triggering, Userpilot offers everything you need to drive product adoption. That, in turn, ensures access to historical event data and eliminates the need for manual event tracking. Themes in UserGuiding.

Software Review 105

Software Review AI Search Pricing Onboarding 105

Sales Hacker

NOVEMBER 29, 2024

Hottest GTM jobs of the week Revenue Operations Manager, Sales Strategy at Owner (Remote – US or Canada) Enterprise Growth Lead at Gorgias (Toronto) Customer Support Representative at Closinglock (Austin, TX) Account Executive at gaiia (Remote – US or Canada) Sr.

Investment 110

Investment Technical Review Development Team Review Scale 110

Tom Tunguz

APRIL 21, 2020

Kustomer is the modern customer support platform built by veterans in the field. The customer story typically originates from two founts; either the founders or product marketing. Regardless, the message should be promulgated through every channel: sales, marketing, press, recruiting, events, etc.

Sales Recruiting 252

Sales Recruiting Banking Engineering Customer Support 252

Intercom, Inc.

OCTOBER 25, 2021

This year’s event will be especially significant, as thousands of people from across the industry gather in person after so long in remote-working isolation. 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.

AWS 198

AWS Scale Innovation Startup 198

Intercom, Inc.

DECEMBER 17, 2020

Throughout this year on the podcast, we’ve talked to people from various companies about how they’ve met the challenges posed by the events 2020. We’ve heard from product leaders, e-commerce leaders, and customer support leaders about high volumes, new working practices, and remote launches.

Entertainment 210

Entertainment Onboarding Customer Support Development 210

Payrix

FEBRUARY 4, 2025

Card-present payments are useful for their customers accepting payments in storefronts, via mobile businesses (e.g. food trucks), or at events. Business development: Partner with like-minded individuals who support your growth 3. Software support: Fine tailored solutions to meet your needs and goals 4.

Payments 130

Payments Payment Services Payment Methods Merchant Services 130

Neil Patel

JUNE 17, 2025

When your campaigns make customers feel like VIPs, they feel more invested in your brand. Give them invitations to exclusive events or access to VIP sales. Give Loyal Customers Early Access Make it easy for your best customers to experience your new products or services first.

Branding 90

Branding New CTO CTO Technical Review 90

SaaStr

NOVEMBER 16, 2021

Positions Needed: Demand Gen, Product Marketing, Sales Enablement, Events/Community. Positions Needed: Enterprise CSM, Mid-Market & SMB CSM, Customer Support Reps, Implementation/Solutions Engineer. Head of Marketing. Team Size: 5 – 6. Director of CSM. Team Size: 4 – 8. Director of Finance.

CTO Hire 278

CTO Hire Sales Hiring Sales Recruiting CTO 278

SaaStr

NOVEMBER 4, 2022

Whether raising your next round or aiming for an exit as your next financing event, plan your revenue ahead with realistic multiples and build an efficient business. Burn management is essentially solving for the next financing event for your company. At Cornerstone, we partnered with Ceridian in Canada.

Scale 49

Scale Growth Hacking Systems Review Finance 49

Intercom, Inc.

JUNE 8, 2022

As more and more business moves online, and customer expectations have risen accordingly, the demands on support teams have soared – it often feels like teams now need superhuman speed just to keep up. Ultimately, customer support reps are in need of tools that help them do their jobs more efficiently, effectively, and enjoyably.

Scaling 229

Scaling Customer Support User Experience Metrics 229

Intercom, Inc.

APRIL 6, 2022

The good news is that with the right platform powering your customer communications, one doesn’t need to happen at the expense of the other. For that very reason, the team focuses heavily on personalizing communications to their growing customer base to give tailored experiences to each user.

Scale 230

Scale Scaling DevOps as a Service Communication 230

Intercom, Inc.

AUGUST 25, 2021

But a brand isn’t just your logo – it’s the connection you establish with your customers and prospective customers. To make that connection in the real world, we began hosting a series of events in 2015, effectively a live version of the Inside Intercom blog. Paul on the importance of modern customer support.

Scale 220

Scale Sales Hiring Branding Engagement 220

Intercom, Inc.

JUNE 16, 2020

At Zapier , the support team keeps a close eye on their customers’ success, long after the ticket is closed. Here’s their VP of Customer Support & Success Pam Dodrill on how she’s tracking her team’s impact on the business: “We’re building datasets that will show us the success of our customers if they contact support.

Scale 237

Scale Social Media Customer Support Scaling 237

Intercom, Inc.

AUGUST 10, 2020

Together with Wellington and Dunedin City Councils, they rolled out their contact tracing solution to support the country’s residents as lockdown restrictions were lifted and businesses began to reopen. A race against time. Shortly after its launch, it was also promoted by the Ministry of Health.

Government 197

Government Customer Support Mobile Development 197

Intercom, Inc.

SEPTEMBER 8, 2021

For so many years, customer support was seen as a cost center – the first port of call for customer complaints. Customers’ expectations of support are also changing dramatically as the support landscape continues to evolve. What is proactive support? Here’s how they’re doing it.

Scale 237

Scale Headcount Mobile Communication 237

Intercom, Inc.

JUNE 26, 2019

Intercom has been holding events for years now, from large scale World Tours to more intimate Building Intercom events, with our founders, leaders and teammates delivering acclaimed talks on everything from building software to scaling your customer support team. Some of it’s really useful, some of it not at all.

Education 215

Education Scaling Engineering Customer Support 215

Intercom, Inc.

JULY 27, 2022

“The fact that we’re able to integrate Intercom with other tools like Salesforce enables us to send tailored messages based on where customers are in their journey, if a specific event has been triggered, or if they’ve taken a particular action.” . Victoria Vergnaud, Customer Success Operations, Spendesk. Intercom’s REST API.

Enterprise 205

Enterprise Headcount Engineering Cloud 205

SaaStr

JULY 27, 2022

At the SaaStr Europa 2022 event, Accel Partner Philippe Botteri interviewed PayFit CEO & Co-Founder Firmin Zocchetto to ask about his GTM strategy. . Customers should feel empowered to take on onboarding and essential customer support themselves. The self-serve approach goes beyond the sales cycle.

SMB 244

SMB Sales Hiring Scale B2C 244

Intercom, Inc.

JULY 14, 2022

We’d already built a great relationship with them while using their tool for structured events in the past. We didn’t focus on engineers only – we spoke with directors, technical program managers, security team members, and customer support representatives to emphasize how traces could help them solve their specific problems”.

Engineering 272

Engineering Outsourced Development Metrics Pricing 272

Intercom, Inc.

JUNE 16, 2022

Shauna O’Brien (she/her), a Customer Support Specialist based in Dublin. Ryan Parker (he/him), a Senior Support Specialist based in Chicago. Shauna O’Brien: I’m Shauna, I’m based out of Dublin, and I’m on the customer support team. So, it’s really important.

Interviewing 40

Interviewing Education Customer Support Engagement 40

User Pilot

MAY 31, 2025

Fantastic that you can have the same customer support on both website and in the app, which all are linked up together. Rapid setup with minimal dev effort The installation process takes a few minutes, unless youre adding custom tracking. The product really has a good user experience for the end-user. Source: GetApp. Source: G2.

Mobile 71

Mobile Software Review Pricing Underperforming Technical Team 71

SaaStr

FEBRUARY 21, 2024

Those people will get extra benefits, be integrated into campaigns, and get event invites. Build out those models using a mix of marketing tactics, drive current customers to learn more, and determine which format is right to drive specific behaviors throughout the customer journey. Be One of Them If You Can.

AWS 273

AWS Scale Sales Hiring Marketing 273

Intercom, Inc.

JANUARY 25, 2022

As Leo Schmahl, a design professional who uses Intercom and HubSpot together, says: “Thanks to the synchronization, I always have the most important data about a contact in view and can track the latest events in a contact’s feed in order to be able to offer targeted support.”. Automate customer support inquiries and follow-up.

Artificial Intelligence 216

Artificial Intelligence Sales Sales Funnel Technology 216