Buffer Resources

JANUARY 27, 2023

years at Buffer as a Customer Advocate is how can we use empathy effectively to enhance the customer support experience? "The " —Customer feedback (February 2022) Empathy has incredible power in the customer support experience. Something I’ve come to wonder after 3.5

Customer Support 140

Customer Support Technical Review Technology Communication 140

SaaStr

APRIL 4, 2025

Come meet them (and also watch 100+ present live at our first AI Demo Stage ) at 2025 SaaStr Annual, May 13-15 in SF Bay!! Agentin: Autonomous Agents for Customer Support What They Do : Agentin has built an autonomous agent platform that handles complex customer support workflows from end-to-end without human intervention.

AI Search 165

AI Search AI Startup Scale 165

Intercom, Inc.

FEBRUARY 1, 2022

With a new bar set for what is achievable digitally, customer expectations have grown in correlation – particularly when it comes to support, its availability, and the quality of the customer experience. . In fact, 80% of customers are more likely to do business with a company that offers personalized experiences. .

Customer Support 118

Customer Support Scale Trends Investment 118

USIO

MAY 16, 2024

Most integrated payment solutions support a variety of payment methods, including: Credit and debit cards ACH (Automated Clearing House) transfers Remotely Created Checks Buy Now, Pay Later (BNPL) options Text2Pay Electronic Billing & Presentment Disbursements 4. How does integrated payments affect customer support?

Payment Services 263

Payment Services Payments Merchant Services Payment Solutions 263

Payrix

FEBRUARY 4, 2025

Software companies will most certainly offer online or eCommerce payments, also known as card-not-present payments. But, they can also offer in-store or in-person payments, also known as card-present payments. Card-present payments are useful for their customers accepting payments in storefronts, via mobile businesses (e.g.

Payments 130

Payments Payment Services Payment Methods Merchant Services 130

Tom Tunguz

MARCH 28, 2021

Some examples include streamlining customer onboarding. Robots read pdfs that customers provide and input that data into other computer systems. Customer support teams might use RPA robots to read the contents of an email, find an order number, look up the order, and present the support agent with some key data.

Payment Services 359

Payment Services Metrics Payment Solutions Payments 359

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. This post and the information presented are intended for informational purposes only. Altimeter is an investment adviser registered with the U.S. Securities and Exchange Commission.

Systems Review 144

Systems Review Cloud AI Artificial Intelligence 144

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.

NOVEMBER 18, 2020

Over the course of four weeks, we’re exploring some of the key topics around the past, present, and future of retail, looking at the technologies and behaviors that have enabled – and transformed – shopping as we know it. This is where the unsung hero of the retail tech stack comes in: your customer support tool. .

Payment Methods 239

Payment Methods Payment Solutions Payment Services Scale 239

Tom Tunguz

SEPTEMBER 30, 2023

The benefit to the lower quartiles is dramatic across sales, customer support, & consulting. Persona Practices & Descriptions Centaur Ask AI to map a problem domain Refine human input & improve its presentation Cyborg Ask the AI to simulate a type of personality or character (e.g.,

AI 238

AI Artificial Intelligence Consulting Customer Support 238

SaaStr

MARCH 24, 2021

Atlassian, another software company, was founded in the year 2000 before the modern VC landscape developed into its present form. To find your NDR, you’ll want to divide your present cohort value by last year’s cohort value. “At How quickly are my customers going to pay me?”. Profitable, with a slightly slower growth rate.

Metrics 274

Metrics Banking Benchmarks Investment 274

SaaStr

NOVEMBER 22, 2020

There are three main dimensions to expansion: Industry verticals such as healthcare or financial present an opportunity to effectively leverage your Go-to-Market strategy, i.e., distribution, bundling of products, etc. All of this will help create value and return on investment capital.

Scale 322

Scale Scaling Technical Review Systems Review 322

Intercom, Inc.

FEBRUARY 22, 2019

You should think about adding a chatbot feature like this to your website if: You have a global, growing base of customers. Support is needed across multiple channels (website, in-app, on social media). You’re unable to have your support team present 24/7. Bots help — but don’t replace — customer service agents.

AI Search 267

AI Search Artificial Intelligence AI Scale 267

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

SaaStr

MARCH 17, 2021

The problem is that customer data exists across multiple applications and databases, including your CRM, ERP, reporting and analytics, and customer support. Integration brings together data trapped in various systems to help you understand how customers use your products, improve engagement, and increase net retention.

Sales Hiring 322

Sales Hiring Scale Technical Review Marketplace as a Service 322

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

SaaStr

OCTOBER 17, 2022

Your company may go through several iterations while growing out Customer Success, but ultimately, the CSM should own expansion. This allows you to present a frictionless renewal and expansion process to your customers, rather than handing them back to Sales. When should you start customer success?

Customer Success 246

Customer Success Sales Hiring Scale Leadership 246

User Pilot

NOVEMBER 7, 2024

moments —those points in the customer journey where the user suddenly understands the value of your product and how it solves their problem—deeper engagement, more qualified leads, and smoother sales cycles. This both shortens the sales process and enhances the customer experience. Dropbox’s product tour.

Payment Methods 103

Payment Methods Payment Solutions Software Review SaaS Payments 103

Intercom, Inc.

NOVEMBER 2, 2020

Just like when you’re presenting mockups for feedback, it’s not enough to just present your work on screen and expect instant alignment. Note that these are not presented as universal principles of system design, but rather ones that worked for this specific project. Now you just need to get everyone on board.

Scale 289

Scale Scaling Consulting Engineering 289

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? This post and the information presented are intended for informational purposes only. and other things we can’t even imagine now. Securities and Exchange Commission.

Cloud 288

Cloud AI Investment User Experience 288

SaaStr

JULY 5, 2023

Key Traits High-Performing Teams Do NOT Have Excuses A culture of fear Disloyalty to those who aren’t present Fight against large goals or changes Entitlement Complaining There is no room for “passengers” in a high-performing team. Budget — the number Divvy would present to the board with an 80% chance of meeting this number, a.k.a.

Strategy 246

Strategy Marketing Underperforming Technical Team Sales Hiring 246

SaaStr

NOVEMBER 16, 2021

You can find the full slide deck from David’s presentation on Slideshare. Positions Needed: Enterprise CSM, Mid-Market & SMB CSM, Customer Support Reps, Implementation/Solutions Engineer. Enter your email below for the latest SaaStr updates. Email * The latest SaaStr updates straight to your inbox. Director of CSM.

CTO Hire 284

CTO Hire Sales Hiring Sales Recruiting CTO 284

SaaStr

SEPTEMBER 26, 2023

Kristina Shen, General Partner at a16z, shares some insights into the present and future of generative AI at this week’s Workshop Wednesday, held every Wednesday at 10 a.m. The easiest example is always customer support. Where will value accrue in a company?

AI 312

AI Generative AI Venture Capital SaaS 312

Stax

APRIL 8, 2025

Choosing a credit card processor that offers transparent pricing, strong customer support, and top-tier security is the key to lowering processing costs. This applies to both card present transactions and card-not-present transactions. for card-present transactions, and 0.2% + $0.10 to 2.6% + $0.10 to 2.9% + $0.30

Payment Services 88

Payment Services Merchant Services Payment Methods Payments 88

Intercom, Inc.

JUNE 26, 2019

There’s a lot of content and advice about giving presentations out there. Intercom has been holding events for years now, from large scale World Tours to more intimate Building Intercom events, with our founders, leaders and teammates delivering acclaimed talks on everything from building software to scaling your customer support team.

Education 215

Education Scaling Engineering Customer Support 215

Payrix

NOVEMBER 19, 2024

Brad explains that companies often overlook the operations team, yet they play a crucial role in ensuring that everything from customer support to transaction management is aligned. Without input from this team, software companies may struggle to provide the smooth, consistent experience customers expect. An economic reward.

Payments 130

Payments Embedded Payments Payment Solutions Payment Services 130

Intercom, Inc.

NOVEMBER 26, 2018

The development of Answer Bot also saw a very significant involvement from Intercom’s Customer Support team. We have long been a valuable source of customer feedback to the Product team , while we also take part in the QA process and beta test new feature rollouts, providing direct feedback and guidance.

Customer Support 164

Customer Support Technical Review Machine Learning Artificial Intelligence 164

User Pilot

DECEMBER 31, 2024

While your product managers use our analytics reports to track product usage, your engineering teams can use our session replays to uncover bugs, and your customer support team may use our in-app help center feature to offer self-service and reduce support tickets. Plus, surveys lack advanced logic and branching capabilities.

Technical Review 105

Technical Review Underperforming Technical Team Software Review Onboarding 105

SaaStr

JANUARY 25, 2023

The head of revenue has the responsibility for the entire funnel: marketing, sales, implementation, customer success, customer support, and revenue operations. The north star can be added to every presentation and meeting, to ensure it is ingrained in the minds of every employee.

Customer Success 246

Customer Success Revenue Marketing Sales 246

Intercom, Inc.

JULY 5, 2022

I designed and presented my ideas using high-fidelity mockups. Typically it’s presented as a diagram. When I joined Intercom eight years ago, I knew nothing about system design. They were quick to put together, and so I assumed that even wireframes were a waste of time, let alone system design diagrams. Start with the system.

Construction 186

Construction Customer Support Engagement Onboarding 186

Intercom, Inc.

JUNE 11, 2018

This is the white space in the account where you can help your customer to identify new potential areas of opportunity – and simultaneously discover new areas of opportunity for yourself. For example, identifying and meeting a new champion in a new team such as marketing or customer support could open up new opportunities.

Sales 201

Sales Acquisition Retention Consulting 201

Sales Hacker

FEBRUARY 7, 2025

This stage often involves entering new markets, catering to diverse customer segments, and increasing operational efficiency. Market leadership requires not only a compelling product but also strong brand recognition, robust customer support, and a scalable infrastructure.

Pricing 107

Pricing Scale SaaS Technical Review 107

Stax

OCTOBER 13, 2024

Comparison of both platforms will use the following criteria: Features Ease of use Integrations Mobile app Customer support Pricing User reviews Scalability Security Learn More What is The Major Difference Between Quicken and QuickBooks? You don’t need your login details to get in touch with the phone support team.

Payment Methods 88

Payment Methods Payment Solutions Payments Payment Services 88

Intercom, Inc.

SEPTEMBER 22, 2021

To make this experience smooth and clear, we present a new “Get help” card where users need to search or browse before they have the option to send a message to the team. How will the new Messenger benefit customer support teams? Here’s what these new features can do for your customer support team.

Mobile 194

Mobile Customer Support Engagement Investment 194

Intercom, Inc.

OCTOBER 12, 2022

Customer expectations are higher than ever, and businesses are struggling to keep up with the changing landscape of customer support. At Intercom, we’re committed to building a product that enables businesses to offer a world-class, personalized customer experience. Learn more about Intercom’s Support solution here.

Customer Support 138

Customer Support Engagement Branding Management 138

SaaStr

JULY 3, 2024

So, instead of trying to be the best at general AI video, Synthesia focused on being the best at people presenting to the camera. But if you’re building a customer support chatbot that can respond to customer inquiries, that technology is more than the model itself. Your customers aren’t buying an AI interface.

Enterprise 293

Enterprise AI Search AI Artificial Intelligence 293

SaaStr

MARCH 18, 2021

This new distributed workforce presents opportunities to rethink common strategies for employee success. . The Future of Sales, Customer Support and Retention. Investing in customer-centric positions is helpful for the brand’s reputation, and so it makes selling much easier. For example, what about onboarding?

Sales Hiring 153

Sales Hiring Sales Retention Customer Support 153