Intercom, Inc.

JULY 1, 2020

Simultaneously, support teams are struggling with spikes in conversation volumes. A proactive customer support approach is the key to regaining control. The typical support “strategy” is to let common issues roll in for support reps to address. What is proactive customer support? Customer retention.

Customer Support 239

Customer Support Scale Education Onboarding 239

Intercom, Inc.

NOVEMBER 12, 2018

We have become synonymous with making personal and conversational interactions the bedrock of a great customer support experience. At the heart of that reputation is our belief that great support is about more than just managing and closing tickets. What is customer support? Customer support should be personal.

Customer Support 245

Customer Support Communication Engagement Leadership 245

Intercom, Inc.

OCTOBER 7, 2020

In the not-too-distant past, customer support was seen as a hassle, a cost that had to be borne but which was really just a tax on success. If it wasn’t for those pesky customers with problems, profits would be through the roof, right? There is no escaping the fact that supporting your customers costs money.

Customer Support 196

Customer Support Investment Scale Churn 196

Intercom, Inc.

FEBRUARY 10, 2022

Customer support has never been a walk in the park. To keep up with these changes, last year we released our first Intercom Customer Support Trends Report. To keep up with these changes, last year we released our first Intercom Customer Support Trends Report. Last month, we published the second edition.

Customer Support 211

Customer Support Trends Technical Review Headcount 211

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 Scaling 223

FastSpring

OCTOBER 11, 2024

customers in June, about 89 will renew their subscription for July. However, in Asia, retention for monthly subscriptions is notably lower at 75%. and Asia, this subscription rate difference represents a 16% lower lifetime value (LTV) for Asia-area customers. This means that, for example, for every 100 U.S.

Merchant Services 159

Merchant Services SaaS Payments Benchmarks Subscription 159

Intercom, Inc.

JULY 1, 2019

It turns out that it’s not just us within the SaaS business that are realizing that retention matters. Most importantly, subscription businesses enable you to think about marketing as a function of delivering customer success, and not just about the transactional “get that customer over the line.” Sounds great.

Retention 223

Retention Onboarding Subscription Payment Features 223

Intercom, Inc.

DECEMBER 8, 2020

Help desk metrics are measurements that allow you to track your performance and effectively adjust your strategy to provide better customer support. They’re vital for gauging whether or not your current customer support solutions are meeting the needs of your customers and your organization. Customer satisfaction.

Customer Support 211

Customer Support Metrics Technical Review Scale 211

SaaStr

MAY 9, 2025

If you’re bleeding customers and fighting for retention, here’s how you can engineer your own resurrection. Find that magical 10x feature that will truly delight, surprise and improve the lives of your existing customers. It’s (Almost) Never Too Late to Save a Customer The key lesson?

Social Media 173

Social Media Outsourced Development Interviewing Retention 173

Intercom, Inc.

FEBRUARY 12, 2020

. “These sessions are an integral part of how we build and nurture a customer-centric culture at Intercom” Our support team hosts regular customer support sessions, where new and experienced Intercomrades get to join members of our Customer Support team and answer tailored customer queries in the inbox.

Scale 193

Scale Customer Support Scaling Education 193

SaaStr

MARCH 9, 2025

The 86% loyalty factor : Companies that provide strong onboarding and continuous educational experiences see 86% higher customer loyalty rates – making AI-powered personalization a critical retention tool. Continuous Education is the New Retention Strategy 86% of customers stay loyal to brands offering educational experiences.

AI 201

AI Scale Education User Experience 201

SaaStr

APRIL 4, 2025

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. Why It Matters : Customer support teams are drowning in tickets, with resolution times getting longer, not shorter.

AI Search 173

AI Search AI Startup Scale 173

USIO

JULY 1, 2024

By leveraging the trust and satisfaction of your current customers, you can attract new users at no additional cost, thereby increasing your recurring revenue. Optimize Customer Retention Customer retention is crucial for recurring revenue.

Payments 306

Payments SaaS Payments Payment Solutions Payment Services 306

User Pilot

JUNE 5, 2024

Are you on the lookout for tools that can help you improve customer retention ? This article shows what you should look for when choosing customer retention software and showcases 12 tools worth considering. It offers advanced analytics , feedback functionality, and features for self-service support.

Retention 105

Retention Software SaaS Social Media 105

Tom Tunguz

SEPTEMBER 10, 2024

Account executive to SDR ratios, sales cycle lengths, conversion rates, customer acquisition costs, customer lifetime values, net dollar retention. Only VCs care about the word agents / agentic : for most enterprises, agents mean a customer support agent. The new software GTM playbook has yet to be written.

Software 304

Software Sales Hiring Customer Lifetime Value Scale 304

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

OCTOBER 27, 2022

They will likely get special retention packages that stretch out over 2-3+ years. Non-critical product managers, customer support and success, etc. Don’t expect nothin’ The reality the golden handcuffs, the big retention packages, etc. Unless you are the CEO, you have limited options here.

Startup 305

Startup Sales Hiring Compensation Finance 305

User Pilot

JULY 21, 2024

According to our benchmark, the average month-1 retention rate in SaaS companies is 46.9%. Let’s explore our product metrics benchmark and learn: The definition of month-1 retention rate and why it matters. Average month-1 retention statistics for different segments. Strategies to improve your month-1 retention rate.

Benchmarks 105

Benchmarks Retention Healthcare Scale 105

SaaStr

JANUARY 31, 2021

“The Current State of SaaS Companies, Subscriptions and Retention with ProfitWell” A great update from a version of this data just after Covid hit. #3. “How to Build a Customer Support Team from Scratch with Peak Support” A great look at how to get your first support team going. #9.

Scale 264

Scale Technical Review AI Sales Enablement 264

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

Tom Tunguz

MARCH 9, 2022

Mid-market companies with moderate sales involvement and configuration surround the customer with three people. First, the account executive closes the sale, then transfers the relationship to the CSM for retention and expansion. The customer support team tackles the technical questions.

Customer Success 336

Customer Success Outsourced Development Technical Support Startup 336

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.

JANUARY 29, 2020

When you’re on the front lines talking to customers, delivering that news successfully is imperative. As a member of our Customer Support team, I’ve experienced firsthand just how tricky rejecting a customer’s request can be. Breaking up with your customer is okay too. Building a successful product means saying no.

Customer Support 284

Customer Support Communication Engineering Innovation 284

SaaStr

JULY 20, 2024

Let’s use net dollar or net revenue retention as an example. Secureframe has everyone on their customer success team calculate their book of business by hand to see their net revenue retention, so that they truly understand what goes into the calculation, what impacts it, and how they can better take action on it.

Sales Recruiting 304

Sales Recruiting Sales Hiring Scale Engineering 304

User Pilot

NOVEMBER 7, 2024

Collect customer data to calculate complex formulas for tracking metrics, monitor customer health scores, and resolve support tickets while continuously trying to improve retention and expansion. SmartKarrot Best for : Handling customer growth and account management (expansion and retention) operations.

Customer Success 105

Customer Success Enterprise Software Review Startup 105

USIO

MAY 16, 2024

Increased Revenue: Offering seamless payment solutions can boost conversion rates and customer retention. How does integrated payments affect customer support? Integrated payments can streamline customer support by: Centralizing Information: Keeping all transaction data within the same platform.

Payment Services 263

Payment Services Payments Merchant Services Payment Solutions 263

User Pilot

JULY 25, 2024

Whether you’re a seasoned professional or new to the field, understanding the nuances of retention managers is essential for success. In this guide, we’ll delve into the core responsibilities, salary insights, essential skills, and more, providing you with the knowledge and tools you need to excel as a retention manager.

Retention 95

Retention Management Customer Lifetime Value Telecommunications 95

User Pilot

MAY 20, 2024

Wondering how to improve customer retention? The article shares 20 actionable customer retention strategies for your SaaS! TL;DR Customer retention is your ability to keep users using the product. Without retention, a SaaS business doesn’t have a predictable revenue stream necessary for growth.

Retention 105

Retention Strategy Sales Recruiting Scale 105

User Pilot

OCTOBER 19, 2024

Customer support : Customers receive quick and helpful answers to queries and issues. For a broader measure of satisfaction, you’ll need to consider other customer success metrics. They include metrics like the Net Promoter Score , Customer Effort Score , Customer Churn/Retention Rates , etc.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

SaaStr

FEBRUARY 18, 2022

Businesses today have to figure out a way to build customer success into the core of everything they do. Those who don’t are likely to see red flags, which include the overall neglect of customer experience and the customer experience team being referred to as customer “support” rather than “success.”.

Customer Success 278

Customer Success Retention Company Culture Metrics 278

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

Sales Hacker

FEBRUARY 7, 2025

As the company expanded its offerings, Nosto introduced modular pricing options, allowing customers to build their own plans by selecting the specific tools and services they needed. This flexibility ensured that clients paid for value-aligned features, enhancing satisfaction and retention.

Pricing 108

Pricing Scale SaaS Technical Review 108

User Pilot

DECEMBER 23, 2023

New user retention is essential for product success. It also explores: The difference between retention and churn The importance of tracking retention Various stages of user retention How to measure it effectively What retention metrics to track, and Tried and tested strategies to increase user retention.

Retention 104

Retention Customer Lifetime Value Social Media Churn 104

User Pilot

NOVEMBER 27, 2023

Wondering how churn rate vs retention rate are different? Both metrics are important to track if you want to implement a successful product retention strategy. Other important metrics related to churn and retention efforts. Ways to analyze churn and improve retention rates based on the data.

Churn 102

Churn Retention Benchmarks Customer Lifetime Value 102

SaaStr

OCTOBER 17, 2022

Customer Success isn’t just for established leaders; it also helps growth-stage companies compound their growth through retention, upsell and expansion. ChurnZero Chief Customer Officer Alli Tiscornia explains why earlier is better, and how to build a CS team that scales for the future. Scaling your customer success team.

Customer Success 246

Customer Success Sales Hiring Scale Leadership 246

User Pilot

MAY 2, 2024

Poor customer retention drains your resources, reduces revenue, brings operational instability, and harms your reputation. In the article, we share 24 customer retention marketing tactics that will help you reduce churn and increase your product performance. Such customers are also an excellent source of insights.

Retention 105

Retention Marketing Customer Lifetime Value Onboarding 105

User Pilot

NOVEMBER 22, 2024

Why we built session replays for Userpilot Userpilot is a product growth tool that helps SaaS teams deliver an engaging customer experience that drives satisfaction and retention. Among other benefits, this is useful for optimizing customer support. Enhancing customer support. Improving user experience.

User Experience 105

User Experience Customer Support Pricing Engagement 105