Intercom, Inc.

AUGUST 12, 2020

Multiple industries are suddenly forced to move operations online, and support teams are at the forefront of this transformation – battling every day to deliver excellent, fast customer service, while facing an unprecedented volume of enquiries and issues. So does this mean we’ve introduced ticketing? Reporting upgrades.

Customer Support 249

Customer Support Leadership Branding Data 249

Intercom, Inc.

NOVEMBER 18, 2020

Automation supercharges support, empowering teams to provide personal support at scale without overstretching your team – and our data shows support leaders are hungry for more. . Companies that automate customer support are nearly 4x more likely to see CSAT improvements. .

Customer Support 223

Customer Support Trends Scale B2C 223

SaaStr

MARCH 24, 2021

The Five Metrics to Help Increase Your Value. # Yet because of this decision to focus on growth instead of profitability, they achieved one of the highest revenue growth metrics at the time of IPO of any software company. There are metrics that you can track and improve upon to increase your valuation. . 1 Revenue Growth.

Metrics 274

Metrics Banking Benchmarks Investment 274

Tom Tunguz

JUNE 24, 2019

In the series of charts that follow, the red bars indicate the value of the metric during the year of IPO. Gross margins are lower when customer support costs are higher and when hosting costs are higher. And the blue dashed line is the median. The p value is 0.1 There are a few potential hypotheses for this.

Metrics 244

Metrics SaaS Enterprise Churn 244

SaaStr

MARCH 9, 2025

Meeting intensity KPI challenge : Sometimes AI efficiencies can reduce a company’s core metrics (like Calendly’s “meeting intensity”), requiring leadership to make conscientious decisions about value tradeoffs. Building separate AI interfaces can create unnecessary tech debt and learning curves.

AI 197

AI Scale Education User Experience 197

Intercom, Inc.

SEPTEMBER 2, 2020

In the not-too-distant past, customer support was viewed as a cost center – a necessary, but non-profitable, part of a business. Today, more and more businesses are realizing the true bottom-line value that incredible customer service brings to a business – customer loyalty , retention, and advocacy to name but a few.

Metrics 190

Metrics Scale Retention Churn 190

SaaStr

MARCH 23, 2025

How Much of Customer Support Will AI Replace? The Top 10 Customer Success Metrics Investors Care About in 2025 with Gainsight CEO Nick Mehta #4. Redpoint: 31% of All VC Money Last Year Went Into Just 20 Deals #3. The Y Combinator Guide to Perfectly Pitching Your Seed Stage Startup with Michael Seibel #4.

Scale 158

Scale AI Sales Customer Support 158

User Pilot

FEBRUARY 22, 2024

Great SaaS customer support is the key to keeping your customers happy and satisfied with your product. It powers your customer relationships, enabling you to build lasting connections with customers. This article examines how to create an exceptional customer support strategy.

Customer Support 102

Customer Support SaaS Software Review AI Search 102

User Pilot

MARCH 30, 2025

Without measuring and aggressively improving the right mobile app metrics, youll struggle to stay afloat. This article will cover 14 metrics to help you achieve just that. Overview: Mobile app analytics metrics Below is a quick summary of the mobile metrics every PM should be tracking. The competition is stiff.

Benchmarks 96

Benchmarks Mobile Metrics Software Review 96

SaaStr

MAY 29, 2025

This requires entirely new management skills: Systems engineering mindset for AI agent optimization Continuous improvement processes for AI performance tuning Quality assurance frameworks for AI-human handoffs Performance metrics that account for hybrid productivity The Digital SE Revolution The next frontier?

Sales Hiring 234

Sales Hiring Underperforming Technical Team AI Scale 234

Buffer Resources

FEBRUARY 9, 2024

How can we keep creating a unique customer support experience even as we get an increasing number of messages from customers?   Delivering exceptional customer support has always been at the core of Buffer’s mission. Here are the three categories, as well as the evaluation metrics: 1.

Customer Support 113

Customer Support Software Review Software Social Media 113

TechEmpower SaaS

JULY 24, 2023

What are your key Startup Metrics ? What needs to be logged for customer support? Analytics/Metrics What key startup metrics will you need to track? What metrics will you need for future funding rounds or operations? Accounting Beyond reviewing transactions, what accounting support do you need?

Innovation 780

Innovation Development CTO Hire Technical Review 780

SaaStr

JULY 20, 2024

Metrics, Metrics, Metrics The first thing Secureframe thinks about is metrics. If you don’t know your key company or North Star metrics, talk to your investors or other experts to figure out what they should be. So they can take action on the metrics in real time if they’re going in a direction they don’t like.

Sales Recruiting 299

Sales Recruiting Sales Hiring Scale Engineering 299

User Pilot

SEPTEMBER 18, 2024

” And that’s also why AARRR metrics are called pirate metrics. Short for acquisition, activation, retention, referral, and revenue, these metrics help you measure and drive product growth. In this article, we’ll dig deeper into the AARRR framework and the relevant metrics associated with each stage.

Metrics 105

Metrics Customer Lifetime Value Acquisition Software Review 105

How To Buy Saas

DECEMBER 20, 2024

Expense Management: SaaS companies have to spend often on various aspects like product development, marketing costs, customer support facilities, and much more. These metrics include monthly recurring revenue (MRR), customer acquisition cost, churn rate, customer lifetime value, etc.

SaaS Payments 52

SaaS Payments Payment Services Payment Solutions Payment Features 52

Clouded Judgement

FEBRUARY 7, 2025

Signal can come from many places (sales team notes, customer support tickets, etc) IT Incident Management: Similar to the security alert example. Given most software companies are not profitable, or not generating meaningful FCF, it’s the only metric to compare the entire industry against.

Systems Review 144

Systems Review Cloud AI Sales Recruiting 144

Intercom, Inc.

JUNE 8, 2021

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.

Technical Review 222

Technical Review Underperforming Technical Team Customer Support Marketplace as a Service 222

User Pilot

APRIL 21, 2024

Are you using in-app customer support to resolve your users’ issues faster and streamline the support process? By integrating customer support directly into your software app or website, you can: Boost user retention. Improve customer satisfaction. Book a demo to learn more.

Customer Support 98

Customer Support Software Review Systems Review Mobile 98

TechEmpower SaaS

NOVEMBER 13, 2023

This isn’t just our opinion - our startup metrics prove it! Customer support emails require both accurate information and a professional, helpful tone. Everyone struggles with empty text boxes. Populating them can be hard work, especially when the content needs to be just right.

Generative AI 443

Generative AI Artificial Intelligence AI New CTO 443

User Pilot

OCTOBER 19, 2024

Customer support : Customers receive quick and helpful answers to queries and issues. For instance, you can launch a CSAT survey after a customer interacts with your support team. For a broader measure of satisfaction, you’ll need to consider other customer success metrics. Userpilot resource center.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

User Pilot

JULY 18, 2024

MarTech companies had the lowest onboarding c completion rates of all the industries we studied for our SaaS Product Metrics Benchmark Report. Does it have any impact on new user activation, time-to-value, or other metrics? We also show you how you can improve the key success metrics for your MarTech SaaS. Including MarTech.

Benchmarks 101

Benchmarks Metrics Onboarding Retention 101

Sales Hacker

FEBRUARY 2, 2024

Now, let’s take this idea and apply it to the world of marketing metrics. Knowing that people are incentivized by what they’re rewarded for, marketing metrics boil down to alignment. If revenue is the North Star metric, everything you do should drive towards that. They are a vanity metric. Our unanimous pick?

Metrics 118

Metrics Revenue Scale Marketing 118

User Pilot

MAY 2, 2024

Customer retention is vital for product success and business profitability. You will also learn how to build a retention strategy, what metrics to track, and 10 bulletproof retention tactics for SaaS companies. TL;DR Customer retention is the ability to keep your customers actively using their products.

Retention 111

Retention Metrics Strategy Scale 111

Intercom, Inc.

MARCH 2, 2021

Customers reach out to you when they hit a roadblock in using your product and getting their job done, so it’s essential that you’re able to provide them with the right answer, quickly. If a customer has made the effort to contact your Customer Support team, it’s already a sign they need your help.

Machine Learning 248

Machine Learning Artificial Intelligence Customer Support Metrics 248

SaaStr

MARCH 24, 2021

Know what metrics you want to track. Design your sales process so you can report on key metrics. Are you a startup looking to get started on your sales CRM or overall customer experience? Qualified startups in SaaStr can get Zendesk customer support, engagement, and sales CRM tools free for 6 months. Learn more.

Sales Hiring 318

Sales Hiring Startup Sales Outsourced Development 318

Intercom, Inc.

JULY 14, 2022

Until recently, our observability tooling has been primarily based on metrics. A typical workflow involved looking at a dashboard full of charts with metrics sliced and diced by various attribute combinations. Metrics are easy to add and understand, but they are missing high-cardinality attributes (e.g.

Engineering 272

Engineering Outsourced Development Metrics Pricing 272

SaaStr

OCTOBER 20, 2020

Great Customer Success Managers Can Be Accretive Managing Just $800k-$1m in Existing ARR Within 9-12 Months. A lot of mature SaaS companies use the metric of ~$2m in ARR per customer success rep. It’s even true in customer support. Which customers hate, 9 times out of 10. A great one.

Sales Hiring 343

Sales Hiring Headcount Engineering Banking 343

SaaStr

JANUARY 3, 2021

The latter is basically sophisticated customer support IMHO, but done by revenue-focused professionals. Customer calls in, willing to buy on that call, with a few questions. We discussed how CAC is a confusing metric because it’s an average metric, and no customer really is all that average in its cost to acquire.

SMB 337

SMB Pricing Sales Metrics 337

SaaStr

OCTOBER 17, 2022

The 3 key metrics for Customer Success are GRR, NRR, and logo retention. NPS is a company metric, not a CS metric. Scaling your customer success team. Customer Success is not Customer Support. Support is transactional, Success is a relationship. Split out specialist functions (i.e.

Customer Success 246

Customer Success Sales Hiring Scale Leadership 246

User Pilot

JANUARY 15, 2024

With an abundance of product analytics to track, having a robust SaaS KPI dashboard is essential to monitor the metrics that matter most. TL;DR A SaaS dashboard can be used to track important metrics and key performance indicators. Your custom SaaS dashboard should provide actionable data and be as automated as possible.

Metrics 105

Metrics SaaS Customer Lifetime Value Retention 105

Clouded Judgement

JULY 12, 2024

Take customer support - is the right way to look at AI’s impact as the spend on AI contact center solutions, or the human costs that were removed? And very well may lead to better “other” metrics like retention or churn. I created this subset to show companies where FCF is a relevant valuation metric.

Cloud 288

Cloud AI Investment User Experience 288

Stax

MARCH 16, 2025

Losing customers is expensiveacquiring new ones costs 525x more than retaining existing ones. Key metrics include customer churn rate, revenue churn, and net revenue retention (NRR). Lower churn leads to higher customer lifetime value (LTV), better brand reputation, and increased revenue. Looking to measure churn?

Payment Solutions 88

Payment Solutions Software Review Churn SaaS Payments 88

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 Mobile Scaling 239

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.

MAY 26, 2022

First contact resolution (FCR) is a metric that measures how often your customers’ queries are resolved after their first call, email, text, or chat session with your company’s support team(s). It provides a view on how efficient your company is at responding to your customers’ challenges. .

Customer Support 210

Customer Support Metrics Churn Communication 210

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.

MAY 21, 2020

You wouldn’t want to deploy automation for a customer who has specifically requested a human touch, for example. Today’s customer support teams must walk a fine line between robotic troubleshooting and empathetic help. It’s all part of keeping support personal, one of Intercom’s primary missions. Short on time?

Scale 221

Scale Sales Hiring Customer Support Metrics 221