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

SaaStr

JUNE 19, 2025

Their unwavering commitment to our community speaks volumes about their dedication to supporting SaaS growth and innovation. Their return demonstrates their continued investment in the SaaS ecosystem and commitment to helping founders succeed. SaaStrAnnual2026 #SaaStrAI #SaaS #Sponsors #DuploCloud #Pylon

Cloud 236

Cloud AI B2B Government 236

SaaStr

NOVEMBER 6, 2020

And I bet in SaaS, that’s even less likely in your case. The answer: everyone in a SaaS company has to do a 2+ hour stint on customer support (chat, phone, whatever) once a quarter, minimum. But whatever you’ve got for support, it’s easy. Your customer support team may not appreciate it, 100%.

VP of Engineering 220

VP of Engineering Customer Support PayPal Healthcare 220

FastSpring

OCTOBER 24, 2024

It’s almost time again for Cyber Weekend, and November sales spikes aren’t just for holiday gifts and physical goods — SaaS and software companies also benefit from this annual increase in sales. trends in year-end SaaS and software sales data. trends in year-end SaaS and software sales data. dollars for simplicity’s sake.

Payment Solutions 158

Payment Solutions SaaS Payments Merchant Services Software Review 158

Tom Tunguz

JUNE 24, 2025

In “ Data Rules Everything Around Me ,” Matt Slotnick wrote about the difference between SaaS & AI apps. A typical SaaS app has a workflow layer, a middleware/connectivity layer, & a data layer/database. The big differences between an AI & the SaaS app lie within the ganache of the middle layer.

Data 200

Data AI Enterprise Customer Support 200

Incredo

JANUARY 21, 2020

Conversational marketing has conquered the SaaS industry long ago. Their starter plan is free and you can use Verloop bots for lead generation, sales and marketing automation, customer support. . We even have separate posts on SaaS sales funnel , SaaS lead nurturing , and Facebook ads strategy.

Marketing 313

Marketing SaaS Social Media Education 313

USIO

FEBRUARY 19, 2025

Usio PayFac-as-a-Service Without the Drama Best for: SaaS companies that want revenue share, fast onboarding, and actual human support. Usio makes becoming a PayFac pain-free , letting SaaS platforms monetize payments without the heavy lifting. Customer Support Rating: 10/10 Actual humans answer the phone.

PayFac as a Service 179

PayFac as a Service Merchant Services Payfac Payments 179

USIO

JULY 1, 2024

In the competitive world of Software as a Service (SaaS), generating recurring revenue is essential for sustainable growth. Here are three ways SaaS organizations can create recurring revenue without spending a dime. By focusing on customer satisfaction and reducing churn, SaaS companies can maintain a steady revenue stream.

Payments 306

Payments SaaS Payments Payment Solutions Payment Services 306

SaaStr

MARCH 17, 2021

Today’s SaaS apps are easy to acquire and use without IT and operations’ assistance. However, trouble arises when your company ends up with a SaaS sprawl – the overall amount of adopted applications overwhelms your tech stack. Data becomes siloed in disparate SaaS apps, fragmenting the business processes that run your organization.

Sales Hiring 317

Sales Hiring Scale Technical Review Marketplace as a Service 317

SaaStr

MAY 13, 2021

While age ultimately doesn’t matter — results do — in SaaS, starting off as younger-than-average can create stress in a sales- and customer-driven environment. 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. Even an 18-year-old CEO.

SaaS 306

SaaS Enterprise Customer Support Sales 306

SaaStr

NOVEMBER 20, 2020

It’s an interesting question and challenge — and one very few SaaS companies have taken up. It’s very hard to make money at $1 a month off anything in SaaS. paying customers in SaaS. And it’s very hard to support them with any customer support or salespeople at that price point.

Scale 286

Scale SaaS SMB Pricing 286

SaaStr

AUGUST 11, 2022

So in the Boom Times of later 2020 and 2021, almost every VC pushed SaaS companies to at least become a little bit of a fintech. It seemed such an easy way to bolt on more revenue to an underlying SaaS platform. Shopify now gets 2x the revenue from payments and merchant services than it does from SaaS subcriptions.

SaaS Payments 310

SaaS Payments Merchant Services Payments Payment Solutions 310

User Pilot

MAY 23, 2024

Customers aren't all the same, so you need different types of customer support to address the needs of different kinds of customers. As a result, you need variety in your customer service solutions to properly assist each customer. Proactive support. Social media support.

Customer Support 104

Customer Support Social Media SaaS Artificial Intelligence 104

Sales Hacker

FEBRUARY 7, 2025

SaaS pricing isn’t static – it’s a living strategy that grows with your company. From your first paying customers to enterprise domination, here’s how successful SaaS companies level up their pricing game to maximize growth and profitability at every turn.

Pricing 107

Pricing Scale SaaS Technical Review 107

Tom Tunguz

JUNE 10, 2023

Zendesk AI automates customer support. The largest SaaS companies in the world have released English-language APIs. When every major SaaS application has an English-language API, users of all kinds will be able to ask & receive answers of their applications. In the last month, Hubspot launched ChatSpot.

Software Review 237

Software Review SaaS Systems Review Application Development 237

SaaStock

JANUARY 25, 2019

The Latin American SaaS landscape is hustling and bustling, having seen more IPOs in the last 6 months than the previous 20 years combined. We will gather 300 leading SaaS founders, executives and investors for three days packed with opportunities and rich exchange of knowledge to push the whole ecosystem forward. Founded : 2013.

SaaS Payments 257

SaaS Payments Payment Solutions Payment Methods Payments 257

SaaStr

NOVEMBER 16, 2021

As your SaaS company grows and you go through various fundraising stages, your company size also grows. David Sacks, Co-Founder and General Partner at Craft Venture,s shares wisdom from his years of experience in SaaS to help you build your org chart for each step of your company’s fundraising journey. Microsoft acquired Yammer for $1.2

CTO Hire 278

CTO Hire Sales Hiring Sales Recruiting CTO 278

Incredo

JUNE 25, 2019

But when it comes to SaaS, freemium plans become a reality. SaaS freemium model: The What, The How and The Why. The concept of freemium is mainly typical for the SaaS world (yeah, SaaS means the world to us) and the video games industry. 5 examples of successful SaaS companies with a freemium business model. #1

SaaS 236

SaaS Pricing Software Review Acquisition 236

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. The 2025 SaaS Vibe Check: What Founders Need to Know Right Now with SaaStr Founder Jason Lemkin #5. Redpoint: 31% of All VC Money Last Year Went Into Just 20 Deals #3.

Scale 159

Scale AI Sales Customer Support 159

Tom Tunguz

MARCH 20, 2024

Will AI sofware companies operate with better or worse profitability than a classic SaaS company? AI SaaS may be much more profitable than the -10% average net income margins of the current crop of public businesses. Initially, I thought worse since the expense of serving AI as a product is signficantly higher.

AI Search 231

AI Search AI Scale SaaS 231

SaaStr

FEBRUARY 24, 2020

Q: What are the most effective ways of increasing SaaS activation rates? Calling customers. Better customer support. The post What are the most effective ways of increasing SaaS activation rates? There are a lot of great tactics on increasing activation rates. More bespoke onboarding. Assigning a CSM immediately.

SaaS 240

SaaS Onboarding Customer Support Customer Success 240

SaaStr

SEPTEMBER 26, 2023

How is AI going to impact the software and SaaS landscape of the next couple of years and also the next 5-10 years? She watched the SaaS and Cloud wave ride and thought there’d be a huge pullback in markets this year. The easiest example is always customer support. It’s how decision-makers make informed decisions.

AI 306

AI Generative AI Venture Capital SaaS 306

SaaStr

MAY 9, 2025

So I’d just about given up on the second worst SaaS vendor in our stack at SaaStr. And now, I’m not a super fan exactly, but I’m a happy enough customer once again. The SaaS Resurrection Playbook What can B2B companies learn from this dramatic turnaround? And would never think to cancel. At Least, for a While.

Social Media 170

Social Media Outsourced Development Interviewing Retention 170

Tom Tunguz

OCTOBER 9, 2024

After their success with AI customer support automation which manages 2/3 of their customer inquiries , Klarna is now doubling down on this strategy. Perhaps bespoke software will have the same impact in sales as in customer support. Klarna is betting AI-enabled software is the future of internal tools.

Scale 228

Scale AI SaaS Cloud 228

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 170

AI Search AI Startup Scale 170

TechEmpower SaaS

MARCH 4, 2024

Post-sale, AI analyzes customer data to improve service and loyalty, making it a cornerstone of modern sales methodologies. This AI-centric approach transforms sales into a data-driven field, emphasizing efficiency and personalized customer experiences. cto , infotech , innovation , product , project , saas

Generative AI 443

Generative AI CTO Hire AI Sales Recruiting 443

SaaStr

APRIL 25, 2019

You ideally need to close the first 10–20 customers yourself, and then hire sales folks to help. Have everyone in the company do customer support. Everyone will understand feature gaps and priorities much better if every engineer and every salesperson also has to do support calls and tickets. Don’t expect magic.

Scale 252

Scale Sales Hiring Scaling SaaS 252

Tom Tunguz

SEPTEMBER 6, 2023

Historically, software-as-a-service (SaaS) has been built on databases with structured data, as you might find in an Excel spreadsheet. But the ability of large language models to extract insights from unstructured information changes this architecture : data repositories like data lakes are becoming essential parts of modern SaaS stacks.

Artificial Intelligence 316

Artificial Intelligence Software Data Scale 316

Tom Tunguz

JUNE 24, 2019

Gross margins are lower when customer support costs are higher and when hosting costs are higher. If enterprise customers demand more support or if they demand more expensive infrastructure (like single tenant databases), they may impose lower gross margins on their vendors. The p value is 0.1

Metrics 244

Metrics SaaS Enterprise Churn 244

User Pilot

MARCH 9, 2025

This article will walk you through what customer research really is, from choosing your research methodology to recruiting participants, analyzing feedback , and beyond. What is customer research in SaaS? For example, 71% of customers now expect far more personalization than before. Product metrics dashboard in Mixpanel.

SaaS 83

SaaS Social Media Interviewing Scale 83

TechEmpower SaaS

NOVEMBER 13, 2023

Customer support emails require both accurate information and a professional, helpful tone. With over 25 years of experience in the software industry - and many successful AI integrations under our belt - TechEmpower can help you replace those empty textboxes with happy customers.

Generative AI 443

Generative AI Artificial Intelligence AI New CTO 443

USIO

JULY 1, 2025

If you’re a SaaS founder, product leader, or engineer, you’ve probably stared down the barrel of a tangled payment integration wondering, “Why does something so essential feel so unnecessarily complicated?” From Frustration to Flow: The Usio Way At Usio, we’ve helped hundreds of SaaS platforms move from payment frustration to financial flow.

Payments 130

Payments Embedded Payments Payment Services SaaS Payments 130

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. The Cold Start Problem with AI in SaaS We’re all trying to figure out AI.

AI 195

AI Scale Education User Experience 195

SaaStr

SEPTEMBER 15, 2023

Freshworks is a successful public SaaS company that has a humble beginning in the small town of Chennai, India. Big Bet #2: Find Tomorrow’s Great Anglers — Hire Talent With A Learning Mindset In 2010 and 2011, San Francisco was the place for SaaS talent. So, if he wanted to hire customer support, it could be a biomechanical engineer.

Sales Hiring 278

Sales Hiring Scale SMB SaaS 278

Stax

FEBRUARY 19, 2025

As a SaaS business owner, you are always looking for ways to improve your software and boost your bottom line. One core area of focus is customer support, which adds immense value to every business when done correctly. TL;DR Integrated payments enable SaaS platforms to embed payment processing for a seamless user experience.

Outsourcing Services 88

Outsourcing Services Payments Payment Services Merchant Services 88

Groove HQ

NOVEMBER 19, 2024

You’ve built an amazing SaaS product, but now you’re drowning in a sea of customer queries. Your support team is getting sidetracked by repetitive tickets, the churn rate is creeping up, and you’re losing sleep over missed follow-ups. Sound familiar?

Software 59

Software SaaS Customer Support Churn 59

SaaStr

DECEMBER 25, 2020

There’s a lot of Internet advice that makes a lot of sense, but not necessarily in SaaS. One bit of advice you hear again and again, that I 93% disagree with, is “Fire The Customers That Don’t Fit. Fire Your “Bad” Customers.” Fire Your “Bad” Customers.”

Sales Hiring 334

Sales Hiring Customer Success Customer Support Revenue 334