Remove Customer Support Remove Investment Remove Underperforming Technical Team
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AI, Sales + GTM in 2025/2026: This Changes Everything with Jason Lemkin and Owner CRO Kyle Norton

SaaStr

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. CROs will need to manage teams that are 50% AI agents and 50% human by end of year. The performance distribution in sales teams will become dramatically wider, forcing tough talent strategy decisions.

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Customer Support is being turned upside down. Here’s what you need to do about it.

Intercom, Inc.

Delivering those better experiences requires a fundamentally new way to do customer support, a messenger-based approach that works at internet scale. The businesses who are thriving right now, despite increasing support volume and a mandate to cut costs, are the ones investing in this new way of doing customer support.

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How Zapier supports 3 million users by investing in customer outcomes

Intercom, Inc.

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.

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How support leaders can empower their teams to satisfy, delight, and retain customers

Intercom, Inc.

As a support leader, you already know how important it is to take care of your customers – but it’s just as important to take care of your support team. Here’s why human support is so crucial for any customer-centric organization, and how it can have a significant impact on your team, your business, and your customers.

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Building Resolution Bot: How to apply machine learning in product development

Intercom, Inc.

ML products also require us to manage relatively large technology risks – this is an area where, unlike in most other product development, technical limitations might render the entire design impossible. It’s also easy to over- or under- invest in the technology. Balancing risks in machine learning development.

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The Key Differences Between Customer Support and Customer Success

Neil Patel

Customer support and customer success can be confusing for both beginners and experts alike. Both customer support and customer success teams are important for your brand’s ongoing growth and success, and the roles share similar skill sets. What customer support is and why it’s important.

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Conversational support isn’t just a nice-to-have – it’s make or break

Intercom, Inc.

Not too long ago, customer support was viewed as a cost center, not a value driver. It was seen as a necessary part of a business, but not something that drove revenue or influenced customers’ buying decisions. Study after study shows how important a great customer experience is to today’s consumers. That time is over.