User Pilot

OCTOBER 31, 2024

Best for : Remote user research and interviews. Lookback is a remote user research tool that helps teams conduct live interviews and usability tests. Capterra reviews provide valuable insights into customer satisfaction , common issues, and areas where the product excels. Pricing : Custom pricing, no free plan or trial.

Software Review 52

Software Review Software Social Media Underperforming Technical Team 52

User Pilot

NOVEMBER 7, 2024

Here’s how: Conduct internal interviews : Talk to your sales team, customer success managers, and product team members. They interact with customers daily and have invaluable insights into their needs, pain points, and how they use your product.

Payment Methods 103

Payment Methods Payment Solutions Software Review SaaS Payments 103

How To Buy Saas

MAY 21, 2025

Modern ATS software automates tedious tasks like job posting, resume screening, and interview scheduling, freeing HR teams to focus on engaging with candidates. It supports resume parsing to automatically pull information from CVs, and includes collaborative tools like candidate scorecards and team feedback.

Systems Review 52

Systems Review Sales Recruiting Sales Hiring Technical Review 52

User Pilot

JUNE 20, 2025

Here are a few pros that Product Fruits users frequently mention in the interviews: Easy to set up a simple product onboarding tour, easy integration no code tour, and hints builder. amazing support and help with custom use cases. Supports A/B testing, goal tracking, and integrations. Enterprise Plan: Custom pricing.

Software Review 52

Software Review Technical Review SaaS Onboarding 52

User Pilot

NOVEMBER 29, 2024

This feature enables seamless knowledge-sharing across teams, allowing product, design, and customer support teams to collaborate on insights and quickly align on potential solutions. User interviews : You can automatically schedule user testing sessions with participants from its extensive pool. The result?

Underperforming Technical Team 105

Underperforming Technical Team compliance Software Review AI 105

User Pilot

FEBRUARY 12, 2025

Reviewing customer support activity. To identify recurring problems in support tickets, chat logs, and email threads. User interviews. To map out the process where users are churning and spot a specific stage in the funnel where users are dropping off more frequently. Conducting funnel analysis with Userpilot.

Technical Review 59

Technical Review Software Review Churn SaaS 59

Sales Hacker

FEBRUARY 25, 2025

The GTM Podcast The GTM Podcast is a weekly podcast hosted by Scott Barker, GTMfund Partner, featuring interviews with the top 1% GTM executives, VCs, and founders. And they’re either SCRs or customer support. A lot of companies ended up hiring entry level college students from the best universities.

Sales Hiring 84

Sales Hiring Marketing Technical Review Sales Recruiting 84

Sales Hacker

MARCH 4, 2025

The GTM Podcast The GTM Podcast is a weekly podcast hosted by Scott Barker, GTMfund Partner, featuring interviews with the top 1% GTM executives, VCs, and founders. So I think your brand is really a reflection on all of the elements that make your company known and valuable to customers. How did you think about it?

Scale 77

Scale Scaling Sales Hiring Technical Review 77

GetUplift

MARCH 24, 2025

Whether youre Conducting surveys Doing customer interviews Mining reviews Running a competitor analysis make it your mission to understand your customers on a deep emotional level. #2 2 Run an emotional targeting audit Review the pages that youre trying to optimize.

Strategy 52

Strategy Technical Review Software Review Underperforming Technical Team 52

Neil Patel

JUNE 17, 2025

Provide Customer Service That Goes Above and Beyond Turn customer service interactions from practical conversations to loyalty-building moments. Customer support conversations often take place during emotionally heightened moments. They can even weigh in on product design, the ultimate perk for a loyal customer.

Branding 90

Branding New CTO CTO Technical Review 90

Buffer Resources

NOVEMBER 7, 2024

A Google search for the name of your competitor combined with the words “revenue,” “customers,” etc. might lead you to interviews or press releases where the companies share this information (because, well, everyone likes to brag).

Social Media 125

Social Media Underperforming Technical Team Technical Review Sales Hiring 125

Buffer Resources

NOVEMBER 4, 2024

WhatsApp’s business platform allows businesses to provide customer support and share updates with customers about their purchases. There are several ways brands can make use of Telegram, besides providing one-on-one customer support.

Social Media 126

Social Media Payments Branding Payment Methods 126

FastSpring

MARCH 6, 2025

Podcast Full Interview: Audio Listen online or find it on more podcast services. Podcast Full Interview: Video Transcript Jesse Paliotto (00:04) Hello everyone and welcome to Growth Stage, a podcast by FastSpring where we discuss how digital product companies grow revenue, build meaningful products and increase the value of their business.

Payment Methods 146

Payment Methods Business Payment Solutions SaaS Payments 146

Stax

JUNE 17, 2025

When choosing an ISO, look beyond pricing—evaluate their technology stack, customer support, contract terms, industry expertise, and reputation. This allows them to offer true value in places like technologies, rates, and customer support, where banks are unable to. Contact sales What is an Independent Sales Organization?

Merchant Services 88

Merchant Services Payment Services SaaS Payments Payment Methods 88

User Pilot

MARCH 30, 2025

If discovery is high but engagement is low, thats your sign to dig further through methods like session replays and user interviews. Userpilot provides full customization options and also allows you to localize your content with just a few clicks.

Benchmarks 96

Benchmarks Mobile Metrics Software Review 96

User Pilot

MAY 17, 2025

I create an actionable user persona with these tips: Collect raw inputs: Interview users, comb through support tickets, and export product-usage events. Its premium perks are obvious (fee-free ATM withdrawals, priority customer support, crypto trading, etc.). office staff submitting lunchtime orders).

Mobile 66

Mobile Software Review AI Search Systems Review 66

Intercom, Inc.

AUGUST 4, 2021

Preparing to interview for a new job is challenging. When we’re looking for our next incredible support teammate, we want to set up every candidate to give the best interview they can. When we’re looking for our next incredible support teammate, we want to set up every candidate to give the best interview they can.

Customer Support 239

Customer Support Interviewing Engineering Communication 239

Intercom, Inc.

JULY 6, 2021

We share their advice for other leaders looking to expand their customer care to more languages and timezones. The ROI of global customer support. Setting up global customer support requires dedication and investment. So excellent global customer support can be a source of revenue. Increased revenue.

Customer Support 232

Customer Support Strategy Scale Retention 232

SaaStr

MAY 27, 2022

Only 46% of you think your sales team is as expert in your product as your customers are. 61% of you have Customer Support reporting into to Customer Succes s. There’s no perfect answer here, but often Customer Success is what support defaults to reporting into. Fix this, and watch sales go up. #16.

Sales Hiring 339

Sales Hiring Pricing Scale Interviewing 339

Intercom, Inc.

JUNE 27, 2020

For Pride week, our LGBTI+ teammates have been sharing their lived experiences, including their coming out stories, how they’ve stayed engaged with their communities in light of COVID-19, and what ways they feel allies can best support LGBTI+ people. Ciara Guinan : Customer Support Specialist, Dublin.

Interviewing 211

Interviewing Customer Support Development Engagement 211

Intercom, Inc.

DECEMBER 22, 2020

We thought deeply about what defines great customer support. We charted the rise of conversational support and the end of “eh, good enough.”. We launched the Conversational Support Funnel , a new framework for thinking about how to empower your team to provide the best support for your customers.

Scale 220

Scale Scaling Customer Support Interviewing 220

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

SaaStr

JUNE 12, 2022

There was one thing prospective sales reps would say in an interview that always chilled my spine. Incent Your Customer Support Team to have as many positive customer resolutions as possibl e. It would especially come from sales reps from larger companies in high-velocity in-bound environment (e.g., ” Sigh.

Compensation 293

Compensation Customer Success Interviewing Sales 293

Intercom, Inc.

JANUARY 20, 2021

For example, our support best practices article outlines a complete strategy for how to provide personalized customer support. Of course, customers are busy. Here’s a few simple ways you can do that: Sit in on sales calls to find out what your customers want to achieve with your product.

Scale 232

Scale Technical Review Education Customer Support 232

Tom Tunguz

SEPTEMBER 9, 2017

I hear EQ uttered in nearly every job interview and evaluations, and assumed that high EQ correlated to higher job performance. This is true in both high emotional labor roles (sales, customer support) and low emotional labor jobs (programmer, analysts). Searching for that lexicon in interviews is one way of identifying it.

Sales Hiring 185

Sales Hiring Startup Construction Interviewing 185

Practical Advice on SaaS marketing

DECEMBER 3, 2019

But first let me point out some bad options: Customer satisfaction surveys: These surveys can be measure existing customers’ satisfaction with your solution, but they don’t reveal why they bought the solution to begin with. Customer support: When a customer is talking with a support agent, they usually trying to get a problem resolved.

Interviewing 179

Interviewing Market Research Education Customer Support 179

Intercom, Inc.

MAY 31, 2022

CX for Growth is a webinar series hosted by the Startups team at Intercom, a casual, interview-style monthly session featuring special guests and exploring customer experience topics that help to drive growth in your business. HoneyBook is a customer of ours that has done a great job at this. Here’s an interview guide.

Underperforming Technical Team 210

Underperforming Technical Team Construction Interviewing Scaling 210

User Pilot

AUGUST 17, 2024

This guide will introduce you to the best resources available for customer support specialists, providing you with a curated selection of valuable materials to enhance your skills and knowledge. Their primary goal is to ensure customer satisfaction by delivering timely and effective support. Let’s get started!

Customer Support 52

Customer Support Social Media Onboarding Trends 52

Intercom, Inc.

FEBRUARY 25, 2021

In this guide, Annette writes about the best way to get inside the mind of your customer, and how to use those insights to create better customer experiences. When I first start working with clients, I’ll interview executives, employees, customers, and the employees. Writing the book on customer experience.

Scale 211

Scale Consulting Interviewing Customer Support 211

Intercom, Inc.

JUNE 22, 2018

Know your customers and how they decide. An interview with Ryan Singer. Proactive support with Intercom. An interview with Joshua Porter. As you can see, posts about running an effective support process have little in common with cohort analysis, or debate around the merits of design. How to hire designers.

Machine Learning 223

Machine Learning Artificial Intelligence Interviewing Customer Support 223

Intercom, Inc.

MAY 17, 2018

Bob: I usually start with interviews to understand the difference between what they say and what they do, and to understand the things that happen to them or the things they want to happen – what we call the “causal mechanisms.” Des: One of the techniques I’ve seen in your JTBD interviews is that you sort of freeze time. Why is that?

Sales Hiring 202

Sales Hiring Interviewing Scale Underperforming Technical Team 202

User Pilot

AUGUST 28, 2024

Understanding the salary range for customer support specialists is crucial whether you’re entering the field or looking to advance your career. TL;DR A customer support specialist is a professional responsible for assisting customers with inquiries, troubleshooting issues, and providing solutions to user problems.

Customer Support 52

Customer Support Social Media Scale Healthcare 52

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.

DECEMBER 10, 2020

Not only is it the name for his own interview series, it’s the evolution of his own thinking about the attributes that leaders need today. Those beliefs are at the core of customer success: that it’s about a relationship that goes beyond a transaction between company and customer. From reactive to proactive customer support.

Scale 223

Scale Customer Success Scaling B2B 223

User Pilot

AUGUST 27, 2024

Embarking on a career as a customer support specialist involves a combination of education, skills development, and practical experience. This guide will provide you with a comprehensive overview of the path to becoming a successful customer support specialist. Looking into tools for customer support specialists?

Customer Support 52

Customer Support Social Media Scale Education 52

SaaStr

JULY 5, 2023

Model 1: Align The Funnel — One Clear Owner Reduces Waste and Friction As CRO at Divvy, Snow was responsible for marketing, sales, implementation, customer success, customer support, and revenue operations. A great team is the foundation of it all. That responsibility and ownership was a powerful tool to align their funnel.

Strategy 246

Strategy Marketing Underperforming Technical Team Sales Hiring 246

Intercom, Inc.

DECEMBER 17, 2018

We’ve put together this guide to help you not only successfully implement live chat on your website, but also to offer the right kind of experience for your customers. Let’s first take a look at why live chat is such a powerful tool for customer support teams. How live chat fits with evolving customer service needs.

Software Review 217

Software Review Systems Review Technical Review AI Search 217