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.

AUGUST 23, 2022

But what role does customer support play in this effort to retain customers? Why great customer support is the key to customer retention. Support plays a critical role in customer retention, with 32% of consumers citing bad customer service as the main reason they discontinued business with a brand.

Customer Support 211

Customer Support Retention Headcount Customer Lifetime Value 211

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

Buffer Resources

JULY 24, 2024

Brainstorming content ideas, scheduling posts, replying to comments, analyzing your social media marketing performance, tweaking your marketing strategy based on data — and repeating it all over again day in and day out for multiple social media platforms. You’re spinning multiple plates at once as a social media marketer.

Social Media 115

Social Media Outsourcing Services Strategy AI Search 115

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. The Conversational Support Funnel.

Customer Support 245

Customer Support Scale Underperforming Technical Team Scaling 245

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.’ It’s recruiting five or six.” ” Founders should spend 20-30 percent of their time soft recruiting execs.

Sales Recruiting 304

Sales Recruiting Sales Hiring Scale AI 304

Tom Tunguz

APRIL 18, 2023

Every startup needs an AI strategy - not just for fundraising or press appeal. When one customer support bot provides a meaningfully better experience to answer questions, every competitor will match it. Every company will be an AI company. User expectations have changed. These new user interfaces will change software.

AI 246

AI Artificial Intelligence Startup Strategy 246

USIO

MAY 30, 2024

Understanding its value and how to incorporate it into your payment strategy can offer significant benefits. How to Include ACH in Your Payment Strategy Integrating ACH into your payment strategy involves several key steps: Assess Your Needs : Determine the volume and frequency of transactions that could benefit from ACH processing.

Payment Services 261

Payment Services Payments Payment Solutions Payment Methods 261

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 284

AI Search AI Artificial Intelligence B2B 284

FastSpring

OCTOBER 11, 2024

Strategy: Focus on Annual Subscriptions to Build a Strong APAC Subscriber Base Prioritizing annual subscription models could prove to be the key to success for businesses looking to expand into Asia. Here are seven strategies to grow your annual subscription base in Asia. 7 Strategies for Growing Annual Subscriptions in Asia 1.

Merchant Services 158

Merchant Services SaaS Payments Benchmarks Subscription 158

SaaStr

JUNE 16, 2025

Multi-Model Deployment Is Crushing Single-Vendor Strategies The Hard Data : 37% of enterprises now use 5+ models in production (up from 29% last year). OpenAI maintains overall market leadership, but the breakdown is telling: 67% of OpenAI users deploy non-frontier models vs. only 41% for Google and 27% for Anthropic.

AI 188

AI Enterprise Benchmarks Innovation 188

SaaStr

MAY 29, 2025

The performance distribution in sales teams will become dramatically wider, forcing tough talent strategy decisions. This creates a talent strategy challenge. The Lazy AI Approach Will Fail Here’s what won’t work: hiring an agency to “handle your AI strategy” while you focus on traditional sales management.

Sales Hiring 214

Sales Hiring Underperforming Technical Team AI Scale 214

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.

Generative AI 443

Generative AI CTO Hire AI Sales Recruiting 443

SaaStr

MARCH 9, 2025

His background combines deep product strategy with practical AI implementation experience. Continuous Education is the New Retention Strategy 86% of customers stay loyal to brands offering educational experiences. .” Bios: Steven Shu, Chief Product Officer at Calendly Steven brings over 8 years of AI expertise to Calendly.

AI 190

AI Scale Education User Experience 190

SaaStr

JULY 5, 2023

Model 1: Align The Funnel — One Clear Owner Reduces Waste and Friction As CRO at Divvy, Snow was responsible for marketing, sales, implementation, customer success, customer support, and revenue operations. The post Go to Market Strategies That Led To Divvy’s $2.5B A great team is the foundation of it all.

Strategy 245

Strategy Marketing Underperforming Technical Team Sales Hiring 245

SaaStr

JULY 27, 2022

At the SaaStr Europa 2022 event, Accel Partner Philippe Botteri interviewed PayFit CEO & Co-Founder Firmin Zocchetto to ask about his GTM strategy. . Currently, PayFit serves over 7,000 customers and shows no signs of slowing down. Customers should feel empowered to take on onboarding and essential customer support themselves.

SMB 243

SMB Sales Hiring Scale B2C 243

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

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

Payrix

JUNE 10, 2025

White label merchant processing enables third parties like integrated software vendors (ISVs) or independent sales organizations (ISOs) to customize and sell the payment processing technology and services of a payments provider under their own brands. Does white label merchant processing mean that the customer support is white label, too?

Merchant Services 100

Merchant Services Payment Services Payments Payment Solutions 100

USIO

JULY 1, 2024

While many strategies involve significant investments in marketing, sales, and technology, there are also effective methods to boost recurring revenue that require minimal financial outlay. 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

USIO

JANUARY 15, 2024

This consistent income stream allows SaaS companies to manage operational costs more efficiently and invest in product development and customer support. This flexibility allows companies to remain competitive and responsive to customer needs. This strategy allows users to experience the product before committing to a paid plan.

SaaS Payments 130

SaaS Payments Payment Services Payments Payment Solutions 130

SaaStr

NOVEMBER 22, 2020

There are three main dimensions to expansion: Industry verticals such as healthcare or financial present an opportunity to effectively leverage your Go-to-Market strategy, i.e., distribution, bundling of products, etc. With such worldwide growth these days and numerous opportunities, this can be a product expansion strategy. #3

Scale 322

Scale Scaling Technical Review Systems Review 322

User Pilot

OCTOBER 19, 2024

According to a Deloitte report , positive customer experiences can lead to a 140% increase in spending compared to negative ones. However, what satisfies customers differs from one business to another. As such, you must tailor your strategies to meet your target customers’ specific needs and expectations.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

Intercom, Inc.

OCTOBER 12, 2021

That’s why any great support strategy needs a clever mix of both, so you can balance efficiency with a great customer experience. At Intercom, we use a framework called the Conversational Support Funnel to help us optimize the support experience for both our customers and our support team. “Not

Underperforming Technical Team 222

Underperforming Technical Team Technical Review Payment Methods Payments 222

Tom Tunguz

MARCH 8, 2020

Recently, we welcomed Lisa Lawson to SaaS Office Hours to talk about building a channel go-to-market strategy for SaaS companies. Most of the time, customers suggest these integrations as part of their feedback to account management and customer support. Here are my notes. Where to Start.

Scale 349

Scale AWS Consulting Sales Enablement 349

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

Intercom, Inc.

AUGUST 11, 2022

But facing economic uncertainty coupled with fewer resources, support teams need to work smarter, not harder to increase loyalty. In today’s digital era, customer expectations are rising but many support teams lack the modern tools and strategies needed to provide personal, efficient support at internet scale.

Headcount 237

Headcount Customer Support Strategy Branding 237

Intercom, Inc.

JUNE 2, 2021

This type of innovation can factor into the business strategy, product strategy, and execution levels. Before we start a project, we usually consider potential innovation within the latter two categories – product strategy and execution. My team recently took ownership of our Customer Support channel strategy.

Innovation 251

Innovation Sales Recruiting Investment Strategy 251

Payrix

APRIL 24, 2024

Andy Meadows, the Head of Partner Success at Payrix joins host Ian Hillis to continue their conversation about building a successful Embedded Payments strategy. Part 1 – Resourcing considerations for selling payment, boarding and underwriting, service and support, and development and technology. Did you miss Parts 1-3?

Payments 162

Payments Embedded Payments Merchant Services Payment Solutions 162

Tom Tunguz

MARCH 28, 2021

Some examples include streamlining customer onboarding. Robots read pdfs that customers provide and input that data into other computer systems. Customer support teams might use RPA robots to read the contents of an email, find an order number, look up the order, and present the support agent with some key data.

Payment Services 359

Payment Services Metrics Payment Solutions Payments 359

User Pilot

SEPTEMBER 10, 2024

According to a Foundry 2023 report, 93% of all companies have already adopted or plan to adopt a digital-first business strategy. That’s why it’s fundamental in product management to build a product that anyone can successfully operate—opening the door to increased satisfaction and customer retention. Userpilot ’s survey templates.

Management 111

Management Strategy Technical Review Software Review 111

User Pilot

APRIL 21, 2024

In this guide, we will provide you with the steps you need to lower your support tickets and improve customer support ! TL;DR You should know how to reduce support ticket volume to prevent customers from churning due to a poor support experience.

Strategy 105

Strategy Customer Support SaaS Technical Review 105

SaaStr

APRIL 20, 2024

Challenges in AI Implementation Companies experimenting with AI in customer support face challenges due to the limitations of current AI technology. Marketing Strategies and Best Practices Successful marketing strategies are not simply replicable tactics but a combination of factors including timing and luck.

Sales Hiring 300

Sales Hiring Startup Marketing Technical Review 300

User Pilot

JULY 9, 2024

What is a customer experience management strategy? We also share best practices for product teams seeking to optimize their strategies and enhance customer engagement throughout their journey with the product. Implement tactics to enhance customer experiences at various touchpoints. Why is it important?

Strategy 111

Strategy Management Benchmarks Onboarding 111

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