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

FastSpring

OCTOBER 11, 2024

and EU customer data to set “one-size-fits-all” global pricing. Those pricing models may not hold up globally given the different regional customer trends. customer trends, you may be disappointed by the financial performance of monthly subscriptions in Asia, given the likely 15% drop in LTV for that region.

Merchant Services 159

Merchant Services SaaS Payments Benchmarks Payment Features 159

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 275

AI Search AI Artificial Intelligence B2B 275

Tom Tunguz

NOVEMBER 8, 2023

At the IMPACT Summit yesterday, I shared our Top 10 Trends for Data in 2024. LLMs are fantastic first-pass filters and phenomenal classifiers that extract insight or build machine learning features from unstructured data like customer support conversations or sales calls. Second, they change the way that we manipulate data.

Artificial Intelligence 228

Artificial Intelligence Trends Data Software Review 228

Intercom, Inc.

FEBRUARY 12, 2020

. “These sessions are an integral part of how we build and nurture a customer-centric culture at Intercom” Our support team hosts regular customer support sessions, where new and experienced Intercomrades get to join members of our Customer Support team and answer tailored customer queries in the inbox.

Scale 193

Scale Customer Support Scaling Education 193

FastSpring

OCTOBER 24, 2024

trends in year-end SaaS and software sales data. Up-to-date global trends in year-end SaaS and software sales data. Besides the global data, we also highlight the trends just for the U.S., US Year-End Trends for SaaS and Software Purchases Here are the monthly and quarterly averages for U.S.

Payment Solutions 158

Payment Solutions SaaS Payments Merchant Services Software Review 158

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

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 168

AI Search AI Startup Scale 168

User Pilot

FEBRUARY 22, 2024

Great SaaS customer support is the key to keeping your customers happy and satisfied with your product. It powers your customer relationships, enabling you to build lasting connections with customers. This article examines how to create an exceptional customer support strategy.

Customer Support 102

Customer Support SaaS Software Review AI Search 102

Buffer Resources

JULY 24, 2024

2: Use social media listening tools to stay on top of niche trends Social listening observing what your audience is saying online and creating content around it. For instance, if you’re a haircare creator, you might notice trends around using rosemary water for hair growth and create a TikTok video on the topic.

Social Media 117

Social Media Outsourcing Services Strategy AI Search 117

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

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

Intercom, Inc.

DECEMBER 22, 2020

With this new context in mind, Scale looked at key trends and emerging ways of thinking, offered strategic guidance to business challenges, and gleaned key insights from industry leaders navigating the new landscape. We thought deeply about what defines great customer support. So what did we cover this year?

Scale 220

Scale Scaling Customer Support Interviewing 220

User Pilot

OCTOBER 15, 2023

Trend analysis reports help you make data-driven decisions that boost SaaS performance metrics such as user activation, product stickiness, and retention. This article helps answer core trend analysis questions. TL;DR Trend analysis is the process of tracking and analyzing changes in key metrics over time.

Trends 105

Trends SaaS Technical Review Retention 105

User Pilot

FEBRUARY 25, 2024

Since user preferences are always evolving, you need to be agile and swiftly adapt to new user behavior trends. TL;DR User behavior trends are not the same as consumer behavior trends. Here are the top trends to watch out for. Frictionless sign-ups and proactive support are now essential for winning over users.

SaaS Payments 105

SaaS Payments Trends Payment Methods Payment Solutions 105

User Pilot

AUGUST 27, 2024

In HubSpot’s consumer behavior trends report, 72% of consumers said they’re more likely to make purchase decisions with a brand they can trust their data with. But when you think about this and all the trends that are happening right now, how can your business catch up? Implement AI chatbots to improve customer support and engagement.

Trends 104

Trends Technical Review Software Review Social Media 104

Intercom, Inc.

NOVEMBER 18, 2020

But while the “e” may be silent for customers – who understandably want a consistent, personalized shopping experience regardless of whether they’re buying online or in-store – it still rings out loud and clear for the businesses who need to ensure they have the right tools to deliver that unified, excellent experience across multiple channels.

Payment Methods 239

Payment Methods Payment Solutions Payment Services Scale 239

Clouded Judgement

FEBRUARY 7, 2025

Every week I’ll provide updates on the latest trends in cloud software companies. Signal can come from many places (sales team notes, customer support tickets, etc) IT Incident Management: Similar to the security alert example. Follow along to stay up to date!

Systems Review 144

Systems Review Cloud AI Artificial Intelligence 144

User Pilot

JANUARY 14, 2024

Let’s check out 11 predictions on product management trends in 2024. This will include the use of predictive analytics to forecast user behavior trends. Product teams will have to use both quantitative and qualitative customer feedback to fully understand customer needs and wants. And what challenges will they face?

Artificial Intelligence 103

Artificial Intelligence Trends Technical Review Management 103

SaaStr

JUNE 17, 2023

In the ever-evolving landscape of SaaS, Venture Capital, Bootstrapping, and Valuations – understanding market trends and investment patterns is critical. We’ll explain Jason’s take on the recent market fluctuations, highlighting major deals that shaped investment patterns and their effects on valuation trends.

Venture Capital 265

Venture Capital Scale Technical Review Software Review 265

SaaStr

JULY 2, 2024

Software businesses, for the most part, require heads to grow a business through sales reps or customer support. Over the last couple of years, that number has trended higher as businesses try to grow through the prior round of valuations. Just because a trend is inevitable doesn’t mean a company is. Have We Bottomed Out?

Venture Capital 290

Venture Capital Management Scale AI 290

Sales Hacker

NOVEMBER 29, 2024

Plus, an analysis of the top 75 trending sales AI tools. Reflection across go-to-market trends, but also on the investment front (not to mention community !). That’s why HG Insights created The Next Generation of Sales AI report — to calm the FOMO and help you bring AI to your GTM teams. Read the free and ungated report.

Investment 110

Investment Technical Review Development Team Review Scale 110

Intercom, Inc.

JUNE 28, 2018

A support team will want to know if they were helpful, while a product team might need help prioritizing what to build next. Whether you’re measuring success, monitoring customer trends or gathering input for a product decision, customer feedback is an essential part of staying competitive and growing your business.

Customer Support 216

Customer Support Trends Churn Onboarding 216

Stax

MARCH 16, 2025

Aside from building a stellar product, you need to be prepared to work through buggy features and the need for modifying existing ones so that customers have little to no downtime. Signs of Software Customer Churn If you could spot the signs of customer churn, then you can develop a proactive way of addressing the issues and decreasing them.

Payment Solutions 88

Payment Solutions Software Review Churn SaaS Payments 88

Intercom, Inc.

SEPTEMBER 8, 2021

For so many years, customer support was seen as a cost center – the first port of call for customer complaints. Customers’ expectations of support are also changing dramatically as the support landscape continues to evolve. What is proactive support? Here’s how they’re doing it.

Scale 237

Scale Headcount Mobile Communication 237

Intercom, Inc.

FEBRUARY 9, 2021

With customer experience rapidly becoming a key differentiator , resulting in increased consumer loyalty, more revenue, and greater cost savings, it’s more important than ever to stand out or lose out. So how do you begin to close that gap and deliver world-class customer support at scale?

Technical Review 222

Technical Review Systems Review Customer Support Headcount 222

Intercom, Inc.

JANUARY 11, 2022

On March 23rd at 8am PT/4pm GMT, be the first to learn about Intercom’s exciting new product releases, and hear from Intercom executives and other industry experts as they explore the latest trends and forecasts across the industry. What to expect . Why attend “New at Intercom”?

Forecasting 209

Forecasting Trends Innovation Engagement 209

Intercom, Inc.

FEBRUARY 24, 2021

Scaling a personalized approach to support requires clear, actionable insights – it is this knowledge that allows you to identify patterns in your customers’ problems, as well as get a picture of how well your support team is performing. Drive informed business decisions with custom reports.

Operational efficiency. 243

Operational efficiency. Software Review Artificial Intelligence Machine Learning 243

User Pilot

NOVEMBER 22, 2024

Among other benefits, this is useful for optimizing customer support. Customer support : Tired of deciphering vague user complaints like “it’s just not working”? Think of it this way: An analytics tool with features like funnels, paths, and trends analysis helps you pinpoint the issue.

User Experience 105

User Experience Customer Support Pricing Engagement 105

User Pilot

NOVEMBER 7, 2024

Reports & analytics : Provide tailored analytics, dashboards, and reporting capabilities to track customer engagement, identify trends , and enable data-driven decision-making for improved customer success. Main features : Autocapture , tracking historical data of customer interactions. G2 rating : 4.6 G2 rating : 4.6

Customer Success 105

Customer Success Enterprise Software Review Startup 105

Stax

MAY 13, 2025

Reporting and analytics – Provide insights into customer behavior, sales trends, and payment type preferences. Merchant services providers often come with built-in reporting dashboards that show you sales trends, peak shopping hours, and customer preferences.

Merchant Services 88

Merchant Services Payment Services Payment Methods SaaS Payments 88

SaaStr

FEBRUARY 14, 2021

And as you add more seats, the churn will trend toward 0% and eventually become negative. Because your customers will add more seats over time than they cancel. And hire a sales rep or better yet two to actually talk to these customers and try to close them — go beyond just customer support.

Revenue 257

Revenue Sales Hiring Customer Lifetime Value Churn 257

SaaStr

SEPTEMBER 26, 2023

The easiest example is always customer support. The Battle To Own The Workflow Incumbents have been quick to react to the ongoing AI trend. SynthAI and Its Effectiveness How we think about SynthAI and its effectiveness is by looking for a high signal-to-noise ratio and a high volume of info. Where will value accrue in a company?

AI 302

AI Generative AI Venture Capital SaaS 302

Intercom, Inc.

SEPTEMBER 29, 2021

It’s more evident than ever that the key to strong, scalable customer support that both delights your customers and moves the needle for your business boils down to one thing: creating a support experience that strikes the right balance between being personal and efficient. Identifying conversation trends.

Scale 193

Scale Forecasting Headcount Trends 193

Intercom, Inc.

APRIL 30, 2020

During this time, businesses are not just waiting for customers to check in – they’re leaning on automation to proactively communicate with their customers at scale. As the current crisis has unfolded, we’ve seen those trends emerge among our own customers as well. Proactive support has been game-changing.

Communication 188

Communication Government Trends Forecasting 188

Intercom, Inc.

MAY 4, 2022

Filter for answers by a tag, and see any tagged Answers in the “Manage Tags” page to help better manage answers as your business and customer support teams scale. With a focus on perfecting engagement, we also took the time to improve the ways you can analyze Bot content and how you can preview Custom Bots.

Communication 205

Communication Software Review Trends Engagement 205

User Pilot

DECEMBER 30, 2024

Analytics reports: Besides tracking user activity, you can also visualize product usage data and analyze user journeys with various reports like funnel, path, cohort, and trend analysis. In terms of product analytics, Whatfix offers a few reports like funnel and trend analysis.

Software Review 105

Software Review AI Search Pricing Onboarding 105