Intercom, Inc.

APRIL 20, 2021

The challenges facing customer support leaders are more complex than ever. They need to be able to balance efficiency with a great customer experience , meet rising customer expectations , and keep team morale high , all while ensuring that they don’t blow through their budget or burn out their team.

Scale 156

Scale Customer Support Scaling Headcount 156

Intercom, Inc.

AUGUST 24, 2021

But at these pivotal moments, it’s just as important to prioritize your customer support strategy as it is to plan your product roadmap or your next big marketing campaign. With that in mind, here are three questions to ask when you want your customer support to grow with you – and some best practices to ensure it does.

Scale 129

Scale Customer Support Scaling Headcount 129

Intercom, Inc.

OCTOBER 24, 2018

How do you scale a support organization without breaking the budget or killing the quality of the customer experience? It’s an age old question for anyone leading a customer support organization, the sort of challenge that requires continuous innovation as a company and its customer base expands. Automation.

Scale 178

Scale Customer Support Scaling Strategy 178

SaaStr

NOVEMBER 6, 2020

I’m not sure it’s something your sales reps would ever use if they didn’t have to sell it. The answer: everyone in a SaaS company has to do a 2+ hour stint on customer support (chat, phone, whatever) once a quarter, minimum. It worked its magic with the sales team (believe it or not). So what do you do?

VP of Engineering 214

VP of Engineering Customer Support PayPal Healthcare 214

Intercom, Inc.

NOVEMBER 4, 2020

During the holiday season, both your customers’ and your support team’s stress levels are often at an all-time high. Armed with the Conversational Support Funnel , you can empower your team to deliver personal, efficient support at any scale, without increasing your headcount, budget, or hours logged.

Customer Support 228

Customer Support Technical Review Scale Headcount 228

Nimble - Sales

OCTOBER 30, 2023

In the realm of customer-focused business strategies, the terms “customer support” and “customer service” are often used interchangeably. After all, both are dedicated to assisting customers and ensuring a positive experience.

Customer Support 57

Customer Support Branding Strategy Business 57

Sales Hacker

MAY 10, 2021

The customer journey from acquisition to retention has to be seamless. To create an effective and efficient sales funnel, your sales and customer support teams need to be well trained and in sync with each other. That free flow of information can aid sales. Identify and fix common pain points. Reduce churn.

Customer Support 62

Customer Support Underperforming Technical Team Sales SaaS 62

ChurnZero

JULY 6, 2021

This spotlight features, Scott Polidoro , Customer Support Representative at ChurnZero. . Scott plays a central role in providing best-in-class services to ChurnZero’s rapidly expanding customer base by giving product guidance and investigating and helping to resolve product issues. . Customer Success Around the Web.

Customer Support 98

Customer Support Sales Hiring Churn Customer Success 98

SaaStr

SEPTEMBER 17, 2023

As a sales exec, you may not know actually the product well. A few recent examples: Example #1: I was recently chatting with a VP of Sales about a job position, which I get he wasn’t 100% sure he wanted. Watch at least some customers care. Or to get a demo? You may not know how to create urgency.

Sales Hiring 236

Sales Hiring Sales Customer Support Startup 236

CloseSaaS

SEPTEMBER 29, 2022

Customer support can help shorten your sales cycle by overcoming objections, gathering feedback, and more.

Customer Support 52

Customer Support Sales B2B 52

Intercom, Inc.

NOVEMBER 20, 2018

The days of waiting several hours on hold to speak with a support or sales representative are now (mostly) over. Make sure your customers understand how to get immediate value from your product by explaining how key features work with a quick video message. Nurture your sales leads with personal videos.

Customer Support 146

Customer Support Business Social Media Engagement 146

TechEmpower SaaS

MARCH 4, 2024

Key Functions with High Impact Generative AI is revolutionizing sales by enabling dynamic pricing and personalized customer interactions, boosting conversion rates and customer satisfaction. Post-sale, AI analyzes customer data to improve service and loyalty, making it a cornerstone of modern sales methodologies.

Generative AI 443

Generative AI AI CTO Hire Sales Recruiting 443

SaaStr

MARCH 24, 2021

If you want to hire your first sales rep and close more deals, you need to understand how the sales process works, what tools your team needs to be successful and learn to speak sales. Sales definitions you should know. CRM objects — Represent the sales relationship you have with a specific person or company.

Sales Hiring 290

Sales Hiring Startup Sales Forecasting 290

Sales Hacker

JANUARY 12, 2024

The enduring truth of the statement “ people buy from people they know, like, and trust” remains a constant in the realm of sales. This principle has stood the test of time and continues to be a significant factor in the sales decision-making process. Sales authenticity” resonates with people in different ways.

VP of Engineering 90

VP of Engineering Sales AI Technology 90

SaaStr

JULY 11, 2023

How do you win with a high-velocity sales strategy in a fast-moving, competitive market? In a special session of Workshop Wednesday, Gorgias Founder & CEO Romain Lapeyre and Gorgias VP of Sales & Partnerships Aasif Osmany share their learnings, advice, and hacks for optimizing your sales process. Sign up for free.

Sales Hiring 156

Sales Hiring SMB Sales Recruiting Payment Methods 156

ChurnZero

JULY 7, 2020

Most people would say a great product or an aggressive marketing and sales strategy. Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. This is a guest blog post by LiveAgent.

Customer Support 90

Customer Support Customer Success Retention Customer Lifetime Value 90

Baremetrics

FEBRUARY 2, 2021

Many SaaS businesses concentrate on offering an amazing product and then neglect customer support. They assume that when you have a great product, customers will always come back. In this guide, you will learn why SaaS customer support is so important, how to get started, and what metrics to use to track success.

Customer Support 59

Customer Support Payment Methods SaaS Payments Payment Solutions 59

Intercom, Inc.

JANUARY 25, 2022

Successful sales and marketing teams understand the most important element of the buyer’s journey – the person behind it. A great customer relationship management (CRM) platform is at the core of every marketing and sales team’s tech stack. Provide sales teams access to key HubSpot lead data directly from Intercom messages.

Artificial Intelligence 216

Artificial Intelligence Sales Sales Funnel AI 216

CustomerSuccessBox

MARCH 15, 2022

So let’s deep dive into Customer Success, Customer support and Account management. What is customer success? The initiative was taken by the business to assist the clients or the customers to effectively use its products and plan the business operations to be empowering and successful. Minimizing churn.

Customer Support 52

Customer Support Customer Success Customer Lifetime Value Management 52

SaaStr

MARCH 18, 2021

The COVID-19 pandemic brought seismic change to sales teams around the globe. The dependence on the in-person sales office sharply declined, and remote workforces took their place during the height of the crisis. Yet with encouraging news about the vaccine, SaaS leaders are looking beyond the pandemic to the future of sales.

Sales Hiring 140

Sales Hiring Sales Retention Customer Support 140

Tom Tunguz

SEPTEMBER 6, 2023

But it also might start to analyze customers’ behavior in online webinars, conversations with customer support and sales teams, and more - all of which is unstructured data stored in video & raw text & audio files.

Artificial Intelligence 315

Artificial Intelligence Software Data Scale 315

SaaStr

APRIL 20, 2024

Marketing hackers, sales hackers, product hackers. AI in Sales and Marketing AI is disrupting sales and marketing, particularly in support and SDR /BDR functions, due to the shortage of skilled workers and the potential for increased efficiency and cost savings. "We all need more hackers on our team. And so much more!

Sales Hiring 246

Sales Hiring Startup Marketing Technical Review 246

CustomerSuccessBox

JANUARY 24, 2019

Customer Success is a new phenomenon and so, several companies club it with customer support. They feel that customer success is an extension to customer support. All the functions post sales have gained importance in the subscription economy as now the power is in the hands of the customers.

Customer Support 67

Customer Support Customer Success Sales Hiring Transportation 67

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. AI can be disruptive in two major ways: With customers, it can mean better outcomes, which is great and takes work.

Scale 220

Scale Sales Hiring Customer Success AI 220

ChurnZero

JUNE 25, 2021

So, customers reach out to you when they have a problem and need your help, and you walk them through the solution?”. But that’s more of a Customer Support function. Customer Success professionals use their subject matter expertise to serve and consult their customers.”. Customer Success vs. Customer Support.

Customer Support 52

Customer Support Customer Success Management Consulting 52

SaaStr

MAY 25, 2020

I recently put out a call on Twitter and LinkedIn on folks’ top tip to take friction out of their sales processes. “Presumptive close in a transactional sale. “At “We added slack for customer support and on boarding” — Adam Livesay, founder, Elevat. “Simplicity. “Listen.

Sales Hiring 335

Sales Hiring Sales Outsourced Development Technical Review 335

User Pilot

MARCH 29, 2023

How to use NPS to boost sales Send customers who answered the NPS survey a follow-up question so you can make sense of the score they provided. Acknowledge unhappy customers and address their concerns swiftly to turn them into happy ones. A responsive customer support service. What is Net Promoter Score (NPS)?

Payment Methods 81

Payment Methods Scale Payment Services Sales 81

Intercom, Inc.

JUNE 26, 2018

Sales is a client facing role, meaning you are communicating with customers and potential customers on a daily basis. Over time, you can accumulate a lot of knowledge regarding who your customers are, what their primary needs are and how your offering could potentially meet these needs. We have also introduced Sales Days.

Sales 163

Sales Sales Funnel Engineering Customer Support 163

Sales Hacker

NOVEMBER 28, 2017

For years, our hiring strategy for the HubSpot customer support team was simple. When support reps were overwhelmed with the volume of work, we’d hire another one. This simplistic model of growth worked to get the support team to about 25 people. Within one month, customer churn tripled. Customer Count.

Customer Support 79

Customer Support Sales Hiring Scale Acquisition 79

Valuize Consulting

MARCH 22, 2022

To evolve your approach to delivering sustainable and scalable customer value, Valuize’s Founder & CEO, Ross Fulton, spoke with seasoned expert Nani McDonnell , SVP Customer Success & Customer Support at PointClickCare. A: “Sales teams can be really important here.

Customer Support 52

Customer Support Interviewing Customer Success Scale 52

Tom Tunguz

MARCH 20, 2024

Sales & marketing will initially see a boost from AI as the early adopters reduce cost-of-customer acquisition through novel techniques. Klarna slashed their CS spend by 66% with AI. Let’s declare this tug-of-war a wash. Building products will cost half-as-much as in the past because of AI. Deflationary.

AI Search 217

AI Search AI Scale SaaS 217

Sales Hacker

JULY 26, 2022

Sales pros, I’m calling on you to end the debate on live chat versus chatbots. Live chat allows you to gain more information in order to take the next steps toward a sale. In most cases, this will be a prospect messaging with a sales rep via a direct text-based platform. Garners a high customer satisfaction rating.

Sales 113

Sales Machine Learning Artificial Intelligence Mobile 113

SaaStr

JULY 27, 2020

We’ve spent a ton of time on SaaStr talking about how to think about sales and sales teams ; revenue/demand-focused marketing ; and keeping those customers over their lifetime. Slack and Dropbox got pretty far before adding true sales teams, as did Stripe. Can’t I just do that, many founders ask? Well maybe you can.

Sales Hiring 176

Sales Hiring Sales Enterprise Consulting 176

Teamgate

JUNE 21, 2023

After reading this article, you will learn why it is crucial for sales and customer support teams to work together in order to maintain customer happiness and improve the overall customer experience.

Sales 52

Sales Customer Support Sales Enablement Strategy 52

Tom Tunguz

SEPTEMBER 30, 2023

The benefit to the lower quartiles is dramatic across sales, customer support, & consulting. Lower performing consultants benefit the most from AI augmentation, increasing performance by 43% compared to 17% for higher performers. This rising-tide effect seems common across AI applications.

AI 235

AI Artificial Intelligence Consulting Customer Support 235

Intercom, Inc.

MAY 28, 2018

As the rise of bots and automation continues apace, a lot of people are wondering how the sales process and lead qualification will be affected by this fast-evolving technology. But a fairly simple example of how the Intercom bot, Operator , helped our sales conversations illuminates what we think that future might look like in practice.

Scale 187

Scale Underperforming Technical Team Sales Customer Support 187

Intercom, Inc.

JUNE 11, 2018

They bring together critical information about your customer, your competitors and your strategy to nurture existing business in a simple document to ensure each customer is set up for success. So why do sales teams often ignore them? The secret here is simple: ask the customer.

Sales 201

Sales Acquisition Retention Consulting 201