SaaStr

DECEMBER 29, 2023

Before, humans graded the outcome of customer support. Intercom’s homepage says AI will automate 50% of support interactions, that is disruptive, but that’s adding AI to an existing product. ARR asks Jason how he sees the best companies steering into metrics and KPIs to drive performance at a leadership level.

Scale 233

Scale Sales Hiring Customer Success AI 233

SaaStr

OCTOBER 17, 2022

The most important part of planning your CS program is mapping out your customer journey. At this early point, your customer journey does not need to be a long, multi-page document. You can figure it out with your leadership team and a whiteboard. Customer Success is not Customer Support. Just do it.

Customer Success 226

Customer Success Sales Hiring Scale Leadership 226

Intercom, Inc.

MAY 18, 2021

A commissioned study by Forrester Consulting on behalf of Intercom, Drive Conversational Experiences For A Future-Ready Customer Support Strategy , reveals how conversational experiences are fuelling customer retention and business growth for global companies. Get your copy of the thought leadership paper.

Scale 210

Scale Business Consulting Leadership 210

Intercom, Inc.

SEPTEMBER 7, 2021

If only senior leadership is involved in decision making, it increases the risk of stagnation. Sourcing ideas from your support team means you’re more likely to get a more diverse set of responses. Creating the right decision-making framework for your support team. Secondly, it offers fresh business ideas.

Leadership 129

Leadership Company Culture Customer Support Innovation 129

Intercom, Inc.

APRIL 14, 2020

“A team takes its tone from its leader,” says our Global Director of Customer Support Kaitlin Pettersen. Your support team is likely experiencing an array of unprecedented stressors right now, like tackling high conversation volumes, resolving stressed-out customers’ issues, and abruptly transitioning to working remotely.

Scale 223

Scale Leadership Customer Support Healthcare 223

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. Download your copy of the thought leadership paper now. Sound familiar?

Underperforming Technical Team 232

Underperforming Technical Team Technical Review Scale Headcount 232

ChurnZero

NOVEMBER 30, 2018

Every SaaS organization needs Customer Support and Customer Success functions. Michael spent the last five years growing the Customer Support and Customer Success functions at HubSpot, and he shared his hard-earned lessons of how they started from a team of one to now a global team of over 250.

Customer Support 49

Customer Support Customer Success Scaling Startup 49

Andreessen Horowitz

MARCH 1, 2024

Since joining H&R Block five years ago, Khan has been focused on helping the company grow not only its leadership in the field of assisted tax prep, but also its small business and financial products segments. Beyond tax, we are also working on ways AI can augment key corporate functions like customer support and marketing.

Generative AI 87

Generative AI AI Leadership Innovation 87

SmartKarrot

DECEMBER 12, 2023

In the rapidly evolving landscape of the tech industry, the role of Customer Success (CS) has gained significant prominence. Unraveling the Customer Success Maze The discussion seamlessly transitions into the organizational dynamics of Customer Success.

Leadership 10

Leadership Customer Success Sales Hiring Healthcare 10

Intercom, Inc.

JUNE 9, 2021

Information has been provided in a way that is easily digestible and easy to apply” – Caijsa, Customer Support Specialist. I really liked the opportunity to meet different people and introduce myself to as many people as possible, especially when working from home” – Shauna, Customer Support Specialist.

Onboarding 253

Onboarding Sales Hiring Scale Systems Review 253

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

NOVEMBER 10, 2023

Especially to bigger customers. Doing customer support for Europe every night for 3 months. Not being able to get the team to build something truly mission-critical, losing hugest deal because of it. You can’t do it all on your own. Never really slept. Not closing the epic VP of Engineering I really needed.

Part-Time VPE 241

Part-Time VPE Banking Customer Support Engineering 241

Intercom, Inc.

MARCH 25, 2021

This question has been shaping customer experience expert Jeanne Bliss ’s career for as long as she remembers. Jeanne is one of the leading voices on customer-centric leadership. In fact, she wrote her first book, Chief Customer Officer , long before that type of role was even widely known. The lesson?

VP of Engineering 181

VP of Engineering Scale Business Leadership 181

Blulogix

FEBRUARY 9, 2024

As companies delve deeper into subscription models and agile monetization platforms , the necessity of integrating disparate processes—from sales and marketing to finance and customer support—becomes unmistakably clear.

Technical Review 52

Technical Review Systems Review Operational efficiency. B2B 52

Blulogix

FEBRUARY 12, 2024

It transcends traditional roles, encouraging everyone, from product development to customer support, to view their actions through the lens of monetization potential. This mindset shift is pivotal for identifying new revenue opportunities, enhancing customer value, and driving business growth.

Innovation 52

Innovation B2B Construction Systems Review 52

Intercom, Inc.

AUGUST 12, 2021

After all, as he points out, in a successful organization, the teams responsible for customer success and support tend to manage and influence more revenue opportunities than the field sales team – and if your customer service isn’t good or you’re not looking at CX from a holistic point of view, these chances of expansion are slim to none.

Revenue 223

Revenue Scale AI Search Customer Support 223

SaaStr

FEBRUARY 21, 2024

There are usually 10-12 segments, so it’s a great alignment exercise with leadership. The technologies in the space are pretty similar, so people are looking for partners that make them feel secure and supported on their journey. Thankfully, Drata has a lot of G2 reviews for customer support and expertise, so they lean heavily on that.

AWS 209

AWS Scale Sales Hiring Marketing 209

Intercom, Inc.

MAY 18, 2018

My own experience is instructive – I joined Intercom as the 6th Customer Support teammate in the Dublin office when we were about 20 as a global team. On our Customer Support team, those criteria look like this: Must haves: Customer focus (prioritize customers above other tasks).

Strategy 222

Strategy Construction Customer Support Scaling 222

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

SmartKarrot

FEBRUARY 1, 2022

The struggle to convince your senior leadership team to invest in customer experience has always been there for decades. Many company leaders say that customers come first, but they get more worried about tapping into new markets, sales, talent management, or process optimization when it comes to implementation. contact-form-7].

Leadership 21

Leadership Underperforming Technical Team Investment Scale 21

SaaStr

JULY 12, 2023

In the early days at Adobe Sign / EchoSign, I did the customer support shift from 11am-6am. And I only checked email once a day, once I had real VPs in place (before that, when I was the VPs, I still had to be on email all the time). It’s tough to take any time off until you have a management team, at least a partial one. You need it.

Startup 211

Startup Customer Support Management Leadership 211

Intercom, Inc.

DECEMBER 21, 2021

Throughout the year, we’ve talked to business leaders, experts, and pioneers about all kinds of topics: from creating world-class customer experiences to the challenges of running a business during the pandemic, from being an ally and addressing gaps in diversity to building technical leadership careers. Climbing the leadership ladder.

VP of Engineering 118

VP of Engineering Scale Technical Review Outsourcing Services 118

Intercom, Inc.

JULY 24, 2018

For us to be available whenever our customers need help, we staff a team across multiple time zones that operates practically 24/7 all year round. World class, awesome, human customer support comes first, offices come later. Simultaneously, I’ve watched the APAC customer base increase more than 900%.

Sales Hiring 149

Sales Hiring Company Culture Scale Customer Support 149

ChurnZero

MAY 26, 2021

Join nearly 1,000 Customer Success professionals in their Slack community to learn, collaborate, and be the first to know about upcoming events, exciting news, and exclusive content for their community. . Customer Success Leadership Network. Support Driven exists to serve the community of customer support professionals.

Customer Success 86

Customer Success Leadership Onboarding Communication 86

Intercom, Inc.

JULY 19, 2018

But as Jean and Edmond will now tell you, following years of engineering leadership at Quip, Quora, Medium and more, that simply isn’t the case. They’ve now started a company together, Co Leadership , to help pave the road for engineers to become leaders. Leadership is a mindset, not a title. Louis: How do you define leadership?

Engineering 135

Engineering Leadership Software Review Technical Review 135

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. Bobby: I imagine it’s one thing to lead customer support or to offer that leadership and consulting, and another thing, as you said, is to put it on paper.

Scale 211

Scale Consulting Interviewing Customer Support 211

Totango

MARCH 8, 2022

Joining a customer success community usually is a simple matter of registering, but some communities may require administrator approval to join. Any individual or company can start a customer success community. Some brands set up their customer success communities to enhance their customer support or to support their marketing efforts.

Customer Success 115

Customer Success Technical Review Social Media Underperforming Technical Team 115

Buffer Resources

FEBRUARY 10, 2023

It's fair to say that not many people grow up dreaming about working in customer support. Indeed, some see a customer support role as a stepping stone to something else or a short-term job in a break from college or Uni. My customer support role at Buffer is in a sweet spot for me, where I use skills from both areas.

Technical Review 75

Technical Review Systems Review Customer Support Healthcare 75

CustomerSuccessBox

MARCH 2, 2022

Some years earlier we didn’t even know what Customer Success (CS) was and neither about the salaries in Customer Success but were well aware of what customer support is. There is a clear differentiator between these two and customer success is evolving ever since.

Customer Success 52

Customer Success Customer Lifetime Value Leadership Customer Support 52

User Pilot

DECEMBER 12, 2023

This fosters better understanding and collaboration among stakeholders, including product managers, the development team, and customer support. Apart from the UX design team and senior leadership , include the product manager and the heads of the key departments: development, engineering, marketing , and customer success/support.

User Experience 105

User Experience Customer Lifetime Value Metrics Interviewing 105

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. This often includes leading implementation, customer success and customer support teams.

Development Team Review 52

Development Team Review Technical Review Software Review Sales Hiring 52

Intercom, Inc.

JULY 11, 2019

In a company’s early days as a lean, mean, business machine, it’s fairly easy for leadership to stay in sync with their users. But as the business becomes more successful – and there are resources to build a support team – additional layers begin to separate executives from their customers. How to check the customer’s pulse.

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

Intercom, Inc.

MARCH 26, 2020

In this unprecedented and uncertain time, our first priority is the health and wellbeing of our staff and their loved ones, the communities we work in, and the customers we support. Our leadership team is fully engaged in the active management of our response during this challenging period.

AWS 192

AWS Scale Business Cloud 192

Totango

JULY 15, 2021

Customer success (CS) teams are designed to build, maintain and optimize lasting relationships with customers by helping them fulfill, and even exceed, their own business goals. But in order to do this effectively, CS teams need representation and leadership at the executive level.

Sales Hiring 123

Sales Hiring Customer Success Market Research Leadership 123

Intercom, Inc.

MAY 26, 2021

Ruth O’Brien , one of our Customer Support Managers, shared her experience of receiving feedback the Intercom way: “In my years at Intercom, I’ve pushed myself to strike the balance between confidence and humility, and watched my teammates embrace belief in themselves while striving to learn by asking questions, and exchanging honest feedback.

Sales Hiring 138

Sales Hiring Sales Recruiting Customer Support Engineering 138

CustomerSuccessBox

DECEMBER 12, 2019

So to make your lives easier and help you better implement and scale Customer Success here are 6 Customer Success mistakes that leaders make: . Making the Customer Support team do Customer Success. Here they make the mistake of making the customer support team do customer success. .

Customer Success 59

Customer Success Sales Hiring Scale Underperforming Technical Team 59

SaaStr

MAY 13, 2021

You may get 1 or 2 bigger customers, but don’t start in the enterprise unless you know the enterprise, 95 times out of 100. Do all the sales, customer support, post-sales yourself, as much as you can. Secret : Customers LOVE to talk to the CEO. Be always on the front lines. Even the CEO of a 2-person company.

SaaS 273

SaaS Enterprise Customer Support Sales 273