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 Support 239

Customer Support Scale Education Onboarding 239

Intercom, Inc.

JANUARY 18, 2022

Our new report reveals the top five trends transforming support and how to capitalize on them. Last year, as the world grappled with the global pandemic, we released our first Intercom Customer Support Trends Report. Download the Intercom Customer Support Trends Report 2022.

Customer Support 138

Customer Support Trends Headcount Finance 138

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 Retention 196

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 86

Customer Support Software Review Software Social Media 86

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

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

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.

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.

JUNE 19, 2018

On a recent night out in London, Tristan Watson discovered the value of great customer support, when his bag full of electronics, video equipment and personal items was stolen from a pub. Using customer support to drive loyalty, engagement and revenue. 1 obstacle for these executives. 1 obstacle for these executives.

Customer Support 216

Customer Support AI Search Banking Airlines 216

SaaStr

NOVEMBER 22, 2020

Prashanth Chandrasekar, CEO @ Stack Overflow recently shared with our community the four key pillars he feels are necessary to propel a company to scale upward. Is your product sound, and does it solve a big problem for customers, enough for you to scale? The four key pillars he lays out are: Product market fit & expansion.

Scale 308

Scale Scaling Technical Review Systems Review 308

Intercom, Inc.

APRIL 7, 2021

The wider global business scene is finally realizing what many successful companies have known for quite some time now: customer support is the face of your company. How are other customer-centric support teams measuring the impact of conversational support? Chat has passed phone support. Who reviews?

Customer Support 129

Customer Support Scale Underperforming Technical Team Metrics 129

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

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

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

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 244

Scale Scaling Outsourced Development compliance 244

User Pilot

NOVEMBER 5, 2023

Wondering how to scale customer success in SaaS and drive product growth ? If you’re a leading SaaS company, you know that growth is directly tied to helping customers achieve their desired outcomes. An effective customer success team can, thus, drive revenue growth, reduce churn, and increase customer satisfaction.

Scale 104

Scale Customer Success Scaling SaaS 104

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 247

Scale Customer Success Sales Hiring Scaling 247

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 261

Scale Scaling Sales Hiring Software Review 261

Intercom, Inc.

AUGUST 27, 2018

As your business grows, having an excellent customer support team who can keep up is critical. Ramping up that support team, however, is easier said than done. A support team is going to have a lot of non-technical hires, and setting them up for success, while difficult, is one of the most important things you’ll do.

Customer Support 141

Customer Support Technical Review Onboarding Engineering 141

Intercom, Inc.

OCTOBER 16, 2018

When I first started to work at Intercom as a Customer Support Representative (CSR), KPIs were completely foreign to me. Now, as one of the managers of a global support team that is quickly scaling, I can completely understand not only the necessity but the benefits of tracking KPIs. What KPIs should you track?

Customer Support 154

Customer Support Underperforming Technical Team Scale Construction 154

Intercom, Inc.

DECEMBER 2, 2019

Although it may seem like a no-brainer for businesses to offer customer support in multiple languages, in a recent survey we found that the vast majority of businesses struggle to implement an effective multilingual support strategy. Benefits of multilingual customer support.

Scale 209

Scale Outsourcing Services Scaling Technical Review 209

Chargebee

OCTOBER 6, 2021

How Yardly and Web Shop Manager used the HubSpot + Chargebee integration to scale their support and billing operations.

Customer Support 52

Customer Support Scaling Management 52

Intercom, Inc.

JULY 11, 2019

It becomes harder for the folks running things to make time to be inside their customers’ minds. If you’re a leader, he says, don’t try to scale your job. As the General Manager for HubSpot’s Service Hub , Michael knows a thing or two about keeping customers close. Scaling support as you grow. Short on time?

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

Intercom, Inc.

MARCH 17, 2021

Jean-Bernard Baptiste is a Senior Manager of Customer Support at HubSpot , a platform built to enable business growth across marketing, sales, and customer service. In the support organization, Jean-Bernard is one of the senior managers overseeing HubSpot’s North and Latin American support efforts.

Scale 138

Scale Scaling Technical Review Business 138

TechEmpower SaaS

JULY 24, 2023

How quickly will we need to scale the application? What needs to be logged for customer support? Accounting Beyond reviewing transactions, what accounting support do you need? Customer Support Do you need specific interfaces and support for customer service? What about an AI support assistant?

Innovation 780

Innovation Development Technical Review CTO Hire 780

Neil Patel

NOVEMBER 3, 2021

With more consumers purchasing online than ever before, customer reviews have never been more important. With scaled data labeling, you can train your algorithm to analyze customer review sentiments. With a free plan to start, you can test out the software while also knowing that scaling is possible.

Scale 125

Scale Outsourcing Services Artificial Intelligence Scaling 125

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 264

Artificial Intelligence Software Data Scale 264

ChurnZero

NOVEMBER 30, 2018

Every SaaS organization needs Customer Support and Customer Success functions. But most scale their teams in messy and ineffective ways, leaving them with a large cost burden and very little to show for it. Then put that on the scale, risk on one side of this equation and on the other side is opportunity.

Customer Support 49

Customer Support Customer Success Scaling Startup 49

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.

Payment Methods 59

Payment Methods Customer Support SaaS Payments Payment Solutions 59

Groove HQ

DECEMBER 11, 2019

This list compiles the top apps to help customer service teams save time, reduce effort, and provide holistic customer support. In no particular order, the ten best customer service apps are: Facebook Twitter Shopify […]. The post 10 Customer Service Apps to Help Scale Your Support appeared first on Groove Blog.

Scaling 103

Scaling Customer Support 103

Intercom, Inc.

APRIL 27, 2021

Whether you’re new in your role or a stalwart of customer support, it can sometimes feel like you’re on a treadmill of simple, repetitive tasks and queries. So how can you turn the tide and get back to providing meaningful support for your customers? Customer expectations are at an all-time high.

Scaling 118

Scaling Education Retention Churn 118

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 197

Scale Sales Hiring Scaling SaaS 197

Intercom, Inc.

APRIL 22, 2019

His new venture focuses on creating a central knowledge network for scaling businesses so that employees aren’t wasting hours by chasing down important resources and company history scattered across a host of apps like Google Docs, SharePoint sites, Evernote and more. Collaboration pains increase as you scale. Short on time?

Scale 156

Scale Scaling AI Search Underperforming Technical Team 156

SaaStr

OCTOBER 10, 2019

Freemium can help software companies gain users quickly—but what happens when it’s time to scale back or up? Join Joaquim Lecha, CEO at Typeform, and Christoph Janz, Managing Partner at Point Nine, as they delve into freemium at scale. The second one is customer feedback at scale. Want to see more content like this?

Scale 133

Scale Scaling Payment Methods SaaS Payments 133

Valuize Consulting

MARCH 22, 2022

Is Your Customer Success Strategy Built To Scale Customer Value? In the race to become the first and best, some organizations have forgotten to lay a solid foundation that not only ensures the current success of the digital-led approach, but also their ability to scale.

Customer Support 52

Customer Support Interviewing Customer Success Scale 52

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

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