Intercom, Inc.

JUNE 23, 2020

The internet is also driving an explosion in customer choice, allowing them to easily switch to businesses who provide better experiences. Delivering those better experiences requires a fundamentally new way to do customer support, a messenger-based approach that works at internet scale.

Customer Support 245

Customer Support Scale Underperforming Technical Team Scaling 245

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. . The results reveal a clear appetite and need for automation to meet the challenges of a rapidly evolving support environment: .

Customer Support 223

Customer Support Trends Scale B2C 223

SaaStr

SEPTEMBER 11, 2024

Lucid launched in 2010 (before PLG was a term), and their team had an intense focus on product early on, so much so that the COO at the time read through hundreds of thousands of customer support tickets to hear directly from customers. In their first year, they had their first paying customer.

Scale 304

Scale Scaling Sales Hiring Systems Review 304

SaaStr

NOVEMBER 24, 2020

Check out the low down on our sponsors for SaaStr Scale who are helping to make this event happen. Gainsig ht works to help businesses build deep and lasting relationships with their customers through their very own Customer Success platform. Freshworks. Unlocking the magic of communications that are improving human experience.

Scale 289

Scale Scaling Outsourced Development compliance 289

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.

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. Resolution Time.

Customer Support 211

Customer Support Metrics Technical Review Scale 211

SaaStr

OCTOBER 18, 2024

You can talk about the roadmap or sales strategy until you’re blue in the face, but if you don’t have the team to do it at scale, there’s no point in talking a ‘big game.’ .” Founders should spend 20-30 percent of their time soft recruiting execs. Nothing else matters, right?

Sales Recruiting 302

Sales Recruiting Sales Hiring Scale AI 302

Intercom, Inc.

DECEMBER 22, 2020

This year, we launched Scale , a new content strand focusing on how industry leaders are propelling their companies forward by keeping their customers front and center. . When we created Scale, we had no idea what the year would hold in store; we simply knew that investing in long-term customer relationships was the key to success.

Scale 220

Scale Scaling Customer Support Interviewing 220

Intercom, Inc.

NOVEMBER 4, 2020

The Conversational Support Funnel can help you stay on top of your support, without increasing your overhead. Below, we share our favorite tips for proactively and automatically resolving queries, at scale. The post Tips for creating a great customer support experience during the holidays appeared first on Inside Intercom.

Customer Support 228

Customer Support Technical Review Scale Headcount 228

SaaStr

MAY 25, 2024

Lesson #1: Invest In Customer Support Early Cloudinary strongly believes that customer success and support are enablers of PLG growth and aren’t just a cost center. That was a hard lesson for the Cloudinary team: investing vs. scaling. Key Takeaways Think of customer support and success as a growth lever.

Scale 309

Scale Sales Hiring SaaS Payments Development 309

Intercom, Inc.

NOVEMBER 24, 2020

We recently released more than 20 new features that make Intercom better at handling complex queries and therefore a better tool for offering world-class support at scale. The features combine to allow for sophisticated ticketing workflows behind the scenes, but with all the advantages that make our Messenger so popular with customers.

Customer Support 211

Customer Support Scale Data User Experience 211

SaaStr

DECEMBER 11, 2024

AI-powered Customer Onboarding and Customer Support We’re seeing a lot of companies using either AI tools they built themselves or through 3rd-party AI SaaS vendors have success helping users understand a new behavior or use a product for the first time. What’s Currently Working in AI for SaaS 1.

AI Search 281

AI Search AI Artificial Intelligence B2B 281

Intercom, Inc.

APRIL 6, 2022

Tailored, in-context experiences have become table stakes, making the one-size-fits-all approach to customer communication a thing of the past. With that in mind, the challenge businesses now face is striking the right balance between personalization and scale – which, historically, has been a tricky line to walk.

Scale 230

Scale Scaling DevOps as a Service Communication 230

SaaStr

JANUARY 5, 2022

At Box, there was a culture and mindset shift early on that customer-facing teams shouldn’t live in silos. Every customer-facing team is on the renewals team: customer success, sales, product, customer support, marketing, and of course, renewals.

Scale 297

Scale Scaling Sales Hiring Software Review 297

Intercom, Inc.

DECEMBER 10, 2020

From reactive to proactive customer support. That’s where customer success differs from customer support. Traditional customer support is reactive; something has to stop working before the customer reaches out with an issue. On the other hand, customer success is proactive.

Scale 223

Scale Customer Success Scaling B2B 223

Intercom, Inc.

JUNE 8, 2022

As more and more business moves online, and customer expectations have risen accordingly, the demands on support teams have soared – it often feels like teams now need superhuman speed just to keep up. Ultimately, customer support reps are in need of tools that help them do their jobs more efficiently, effectively, and enjoyably.

Scaling 229

Scaling Customer Support User Experience Metrics 229

SaaStr

FEBRUARY 15, 2022

But maybe not while you are scaling, you can often afford to invest more if you have funding. One you may not have heard but it’s a good one — is Hire One Customer Success Manager for every $2m in ARR. This is pretty much where most of us end up at, at scale. Sales +Marketing Expenses < First Year ACV = Success

Scale 260

Scale Customer Success Sales Hiring Scaling 260

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 245

Scale Sales Hiring Scaling SaaS 245

SaaStr

JULY 29, 2022

Jason recently opened up an AMA on Twitter Spaces to answer questions about how to scale faster. And I’ve watched them fairly quickly scale, to soon they’ll be at 10 million in revenue. As they scaled, they radically changed how they did sales. Jason Lemkin: Okay. Let’s get it going. Times are good.

Scale 270

Scale Scaling Sales Hiring Enterprise 270

Intercom, Inc.

JUNE 15, 2021

Agile principles can be a North Star for time-strapped support teams, helping them to keep the customer’s needs at the heart of their decisions so they can provide fast, personal support at scale. At WeTravel , adopting agile has allowed our small support team to focus on delivering big value to our customers.

Scale 235

Scale Payment Methods Payment Services Scaling 235

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 Revenue Playbook: Ripplings Top 3 Growth Tactics at Scale with Rippling CRO Matt Plank Redpoint: 31% of All VC Money Last Year Went Into Just 20 Deals #3.

Scale 152

Scale AI Sales Customer Support 152

SaaStr

MARCH 9, 2025

The New AI ROI Framework Before investing in AI, Calendly’s team evaluates four key factors: Customer value (will this meaningfully improve outcomes?) Cost structure (can we sustainably deliver this?) Data quality requirements User experience impact 4.

AI 190

AI Scale Education User Experience 190

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 164

AI Search AI Startup Scale 164

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. This is a question that is always on my mind. 

Customer Support 113

Customer Support Software Review Software Social Media 113

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. Data lakes allow for the storage of both structured and unstructured data at scale.

Artificial Intelligence 316

Artificial Intelligence Software Data Scale 316

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

MAY 29, 2025

Companies like Bamboo HR and Scale AI are already automating their entire sales and revenue operations using AI-powered customer conversation analysis. That’s not hyperbolethat’s the new competitive reality. Just talking about AI isnt enough. They need to be using it to improve efficiency every single day.

Sales Hiring 223

Sales Hiring Underperforming Technical Team AI Scale 223

ChurnZero

NOVEMBER 8, 2024

In the world of customer success, there’s a constant pressure to scale while maintaining that personal touch that keeps customers loyal and engaged. The challenge is that traditional customer support tools are not built to handle “human touch” at scale. AI can unlock empathy at scale.

Generative AI 52

Generative AI Scale AI Customer Success 52

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

SaaStr

MAY 4, 2025

Customers will prefer interacting with an AI that knows the product perfectly over a junior rep who needs three days to respond. This is already happening in customer support, and sales is next. The key is to start small, figure out what works, and scale from there. And it’s accelerating. Much more here:

AI 154

AI Scale Sales SMB 154

SaaStr

JULY 20, 2024

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. Scale the GTM engine. It’s the responsibility of the entire company.

Sales Recruiting 295

Sales Recruiting Sales Hiring Scale Engineering 295

Intercom, Inc.

JULY 2, 2020

And it makes sense: in order to be around to support your customers well into the future, you need a solid foundation for scale. . But obsessing over efficiency can mask what’s most important, and most rewarding, to support teams – actually helping customers. The evolution of customer support.

Outsourcing Services 253

Outsourcing Services Investment Underperforming Technical Team Outsourced Development 253

SaaStr

NOVEMBER 20, 2020

paying customers in SaaS. And it’s very hard to support them with any customer support or salespeople at that price point. At $12 a year, how much can you spend on live support? So almost everyone finds a way to get customers to pay $10 a month instead, and you have a $100m+ business, worth $1B+ that can IPO.

Scale 289

Scale SaaS SMB Pricing 289

Tom Tunguz

SEPTEMBER 10, 2024

On Tuesday, Theory held an event with [Dave Morse] formerly at Hebbia & Scale AI , Flo Crivello from Lindy , Paul Yacoubian from Copy.AI , & Chris Chang from Gradient to discuss how AI changes these practices. Only VCs care about the word agents / agentic : for most enterprises, agents mean a customer support agent.

Software 304

Software Sales Hiring Customer Lifetime Value Scale 304

SaaStr

APRIL 4, 2023

Customer Success wants to automate away small customers. Support is overwhelmed with Free and Small users if they get support at all Product is under pressure to ship the big features for the big dollars, and stops investing in the long tail You just plain run out of internal champions for your Long Tail.

Scale 279

Scale Scaling Acquisition B2B 279

Tom Tunguz

MARCH 8, 2020

The customer success team would like help deploying the software to new customers. After scaling sales enablement successfully, the next step is to understand where your customers are. Most of the time, customers suggest these integrations as part of their feedback to account management and customer support.

Scale 349

Scale AWS Consulting Sales Enablement 349

SaaStr

OCTOBER 26, 2022

That’s Freemium at scale. 25% of the savings are coming from customer support. It takes Wix 5 quarters to get profitable on a new customer. While that’s OK with 110%+ NRR, it also burns significant cash at scale. Because getting that NRR up, and getting them to buy even more from you, is often harder.

Payments 279

Payments Payment Solutions Payment Methods SaaS Payments 279