Intercom, Inc.

NOVEMBER 4, 2020

Armed with the Conversational Support Funnel , you can empower your team to deliver personal, efficient support at any scale, without increasing your headcount, budget, or hours logged. The post Tips for creating a great customer support experience during the holidays appeared first on Inside Intercom.

Customer Support 228

Customer Support Technical Review Scale Headcount 228

Intercom, Inc.

AUGUST 11, 2022

Armed with a messenger with automation and self-serve capabilities, your team will be empowered to deliver the exact support customers need, at the precise moment they need it – while they’re using your product, app, or service. And they’ll be able to do this efficiently, without increasing headcount or hours logged.

Headcount 237

Headcount Customer Support Strategy Branding 237

Intercom, Inc.

DECEMBER 10, 2021

Today, we’re unveiling the results of a new study that explores the impact that the global supply chain crisis is having on holiday shoppers and customer support teams. What to do: Increase your efficiency without increasing headcount using bots and automation. The support leader’s guide to personal, efficient human support.

Headcount 195

Headcount Customer Support Scale AI 195

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.

NOVEMBER 11, 2020

Customer support is evolving. But how are support leaders staying ahead of rising conversation volumes and sky-high customer expectations? Our new report reveals that conversational, messenger-based support is key. Discover five trends transforming the support industry along with tips on how to capitalize on them.

Headcount 145

Headcount B2C Customer Support Trends 145

Intercom, Inc.

AUGUST 16, 2022

Support teams are facing a critical juncture: business costs and customer expectations continue to grow while resources like headcount and budget are decreasing. By adding a messenger to your product, you can help customers in their moment of need – in your product, website, or app while their query is top of mind.

Headcount 118

Headcount Scale Sales Hiring Customer Lifetime Value 118

Intercom, Inc.

JULY 8, 2020

But until recently, businesses have had to settle for “good enough” customer support. Happier customers and a happier support team. Out with the old: disjointed customer experiences. I’ll get straight to the point: most customer support experiences leave a lot to be desired. The result?

Headcount 203

Headcount Social Media Customer Support Scaling 203

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.

JULY 14, 2020

Responding to all customers in “real time” adds operational complexity and places potentially unnecessary pressure on your support team. Maintaining a 100% real-time experience typically requires: Increasing headcount to keep pace with a growing customer base and their conversations.

Headcount 224

Headcount Retention Customer Support Scaling 224

Intercom, Inc.

FEBRUARY 9, 2021

With customer experience rapidly becoming a key differentiator , resulting in increased consumer loyalty, more revenue, and greater cost savings, it’s more important than ever to stand out or lose out. So how do you begin to close that gap and deliver world-class customer support at scale?

Technical Review 222

Technical Review Systems Review Customer Support Headcount 222

Intercom, Inc.

DECEMBER 2, 2019

For online businesses, our customers can come from any part of the world and at any time. How do you ensure a great customer experience globally without adding a ton of headcount? However, that means there is a huge opportunity for businesses who are able to scale personal, effective support.

Scale 209

Scale Outsourcing Services Scaling Technical Review 209

Intercom, Inc.

JULY 26, 2022

hours per week by the number of people on your support team to get your weekly total of lost time ????). For customer support teams, this directly impacts the quality of the experience you can deliver. Use automation to make your headcount count for more. Now multiply that 2.5 Time savings: ????. Cost savings: ????.

Payment Methods 118

Payment Methods Payment Solutions Payments Payment Services 118

SaaStr

NOVEMBER 27, 2021

Hire your first CSM as early as you can afford to, as soon as you have even 1 large customer, or even a handful of medium-sized customers. You can hack it until then with customer support, sales, and yourself. But your bigger customers are going to need more help than that, and more proactive (vs. reactive) help.

Sales Hiring 244

Sales Hiring Customer Success Scale Customer Lifetime Value 244

The Angel VC

MARCH 23, 2016

If you have a SaaS startup with a higher-touch sales model where revenue growth is largely driven by sales headcount, the plan needs to be modified accordingly. With the exception of the VP of Sales role, sales staff headcount planning is done on the separate "Sales Team Hiring Plan" tab (re-using a model that I've built for this post ).

SaaS Payments 217

SaaS Payments Headcount SaaS Payment Methods 217

SaaStr

NOVEMBER 27, 2021

Hire your first CSM as early as you can afford to, as soon as you have even 1 large customer, or even a handful of medium-sized customers. You can hack it until then with customer support, sales, and yourself. But your bigger customers are going to need more help than that, and more proactive (vs. reactive) help.

Sales Hiring 187

Sales Hiring Customer Success Scale Customer Lifetime Value 187

Intercom, Inc.

NOVEMBER 9, 2021

By allowing support teams to get ahead of known problems and provide help to customers before they need to reach out, proactive support has enabled major companies to scale their support without increasing headcount, drive down inbound conversation volumes ( in some cases by up to 80% ), and maintain incredible customer satisfaction ratings.

Scale 118

Scale Customer Support Headcount Engagement 118

Intercom, Inc.

MARCH 17, 2021

Jean-Bernard Baptiste is a Senior Manager of Customer Support at HubSpot , a platform built to enable business growth across marketing, sales, and customer service. In the support organization, Jean-Bernard is one of the senior managers overseeing HubSpot’s North and Latin American support efforts.

Scale 138

Scale Scaling Technical Review Business 138

Intercom, Inc.

AUGUST 13, 2019

They can also route customer conversations to the team best equipped to handle their questions and can even provide answers to simple customer questions like, “How can I add more users?”. Why automate your customer service? But I get it – live chat isn’t always the most convenient option for customers.

Underperforming Technical Team 279

Underperforming Technical Team Customer Support AI Headcount 279

Intercom, Inc.

AUGUST 5, 2020

. “The problem is, as companies grow, we tend to approach efficiency and customer experience as two diametrically opposed choices” In Intercom’s early days, our co-founder Des sent 100 emails everyday , each one personalized, to prospective customers. Striking a balance with conversational support. .

Scale 204

Scale Headcount Scaling Customer Support 204

Intercom, Inc.

NOVEMBER 3, 2022

Scaling a support team is challenging enough as it is. You’re investing resources in hiring and training the right people, tracking different metrics at different stages, adding more and more complexity with each increase in headcount, use cases, and customers. Liam: Why are customer support teams so vital?

Scale 206

Scale Software Outsourcing Services Sales Hiring 206

Clouded Judgement

MARCH 31, 2023

The majority of COGS (revenue less COGS = gross profit) fall in hosting costs (ie AWS), and some customer support. If we believe that AI will ultimately allow us to do “more with less,” we may see headcount growth slow for traditional roles. What do I mean by this?

Cloud 130

Cloud Sales Hiring AI Headcount 130

Intercom, Inc.

JULY 11, 2019

Since 2010, he’s helped the company grow to more than 40,000 customers and helped scale the support team to more than 500 employees to assist those users. Here are five quick takeaways: Most sales and support teams talk about their jobs as a funnel. How do you guys think about communicating the ROI of customer support?

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

Intercom, Inc.

APRIL 9, 2020

It’s the perfect storm that produces a swell of people who need to get in touch with customer support. In the midst of such a surge, it’s essential to get customers’ issues resolved quickly. In this episode, you’ll hear from: Katilin Pettersen , Global Director of Customer Support: Based in San Francisco.

Customer Support 245

Customer Support Healthcare Sales Hiring Travel 245

SaaStr

JUNE 7, 2021

” It might come with customer support, or it might come with training, or whatever you decide it comes with, you don’t charge for that. There’s revenue drive headcount or does headcount drive revenue, and it’s sounds like you’re squarely in the former camp, that you derive headcount from revenue.

Sales Hiring 333

Sales Hiring Underperforming Technical Team SaaS Headcount 333

Intercom, Inc.

AUGUST 26, 2020

With more than half (52%) of companies planning to reduce the size of their team as a result of the current economic downturn, support leaders are turning to technology, not headcount, to scale their efforts. In fact, 55% of support leaders plan to increase their spend on technology in the coming year.

Trends 233

Trends Scale Headcount Technology 233

ChurnZero

NOVEMBER 16, 2018

Always revisit your customer segmentation. How to Scale without Scaling Headcount. To ensure you success function scales without scaling your headcount, make sure everyone in the company is bought into the success mindset. From Zero to 100: How to Scale Customer Support and Customer Success at Your Startup.

Customer Success 49

Customer Success Scale Headcount Sales Hiring 49

ChurnZero

DECEMBER 28, 2021

Customer Success Capacity Planning and Budget Guide. How much ARR or customers should a CSM manage?”. What percentage of company revenue should be spent on Customer Success?”. How do I structure a budget for headcount?”. How do I get the Finance team to support my Customer Success budget?”.

Sales Hiring 52

Sales Hiring Headcount Customer Success Outsourced Development 52

Intercom, Inc.

JULY 31, 2019

You might think chatbots are only for customer support, but using them to answer your customers’ questions is just one way to leverage chatbots. But how do you staff live chat for your marketing without ballooning your headcount? By using chatbots. What is chatbot marketing?

Marketing 177

Marketing Pricing Headcount Engagement 177

Unbounce

MAY 16, 2023

It can post content during off-hours, write the content of posts for you, and analyze your data in the background—all tasks that might otherwise require additional headcount. Reduce costs: AI doesn’t need food, doesn’t sleep, and doesn’t call in “sick” when it’s sunny outside.

Social Media 52

Social Media AI Artificial Intelligence Headcount 52

Intercom, Inc.

FEBRUARY 24, 2020

Today we’re introducing Resolution Bot – the next generation of Answer Bot, our intelligent support chatbot that automatically answers customer questions. We believe automation will transform the way that businesses support their customers. But until now, support bots have stopped short of fully resolving customer issues.

Headcount 40

Headcount Machine Learning Artificial Intelligence Customer Support 40

SmartKarrot

MARCH 30, 2023

Role: Senior Customer Success Manager Location: United States (Remote) Organization: Talentify.io As a Senior Customer Success Manager you’ll be focusing on a certain set of accounts and fostering and sustaining relationships with important stakeholders. Good at learning new systems. Zendesk knowledge is a plus.

Customer Success 19

Customer Success Sales Recruiting Advertising Headcount 19

Valuize Consulting

MAY 4, 2022

Clearly state which one is the best solution for your business and your customers, supported by all the data you have gathered and analyzed, to present a strong business case. Determine Coverage & Forecast Growth For Your Scale Strategy.

Scale 52

Scale Customer Success Scaling Strategy 52

Intercom, Inc.

JULY 28, 2021

Technology plays a critical role in providing customer support at scale. With the right automation underpinning your tech stack, your support team can be empowered to strike the right balance between personalized support and efficiency – something that’s no longer a “nice-to-have” when customer expectations are at an all-time high.

Headcount 239

Headcount Customer Support Scaling Mobile 239

SmartKarrot

MARCH 30, 2023

Role: Senior Customer Success Manager Location: United States (Remote) Organization: Talentify.io As a Senior Customer Success Manager you’ll be focusing on a certain set of accounts and fostering and sustaining relationships with important stakeholders. Good at learning new systems. Zendesk knowledge is a plus.

Customer Success 15

Customer Success Sales Recruiting Advertising Headcount 15

Valuize Consulting

DECEMBER 13, 2021

Reality: While the function of a Customer Success Manager (CSM) originated from the Account Management realm, a key differentiator for most CSMs is that they do not hold a quota. Due to this quota-less engagement model, many internal organizations view Customer Success as akin to “expensive customer support.”

Customer Success 52

Customer Success Scale Technical Review Underperforming Technical Team 52

SmartKarrot

AUGUST 25, 2020

Customer self-service channels allow customers to resolve issues on their own without having to call customer support for help. This reduces the number of customer support tickets your team must process. Not only will this enhance customer satisfaction, but also improve site traffic and cut down churn rates.

Customer Support 10

Customer Support Headcount Branding AI 10

SaaStr

OCTOBER 20, 2020

It’s even true in customer support. Which customers hate, 9 times out of 10. That’s less than one saved customer a month. — you’ve more than paid for an extra customer support rep right there. No headcount limits. A great one. No one picks up the phone. No budgets.

Sales Hiring 293

Sales Hiring Headcount Engineering Banking 293