User Pilot

APRIL 21, 2024

The one question that plagues all businesses alike: how to reduce support ticket volume? If you don’t work on effectively managing support tickets, you’ll see customer dissatisfaction rise and support agents struggle. Collect customer feedback to better understand product problems leading to support tickets.

Strategy 94

Strategy Customer Support SaaS Technical Review 94

SaaStr

JANUARY 7, 2024

Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: The Beginning of The End of Customer Success, SDRs, and Support Agents A Low Burn Multiple is Great. But — It Doesn’t Mean You Won’t Run Out of Money. A Buying Signal — Or The End of an Era?

Venture Capital 234

Venture Capital Scale AI Customer Success 234

SaaStr

JANUARY 14, 2024

The Beginning of The End of Customer Success, SDRs, and Support Agents The End of Customer Success As We Knew It Fake Multi-Product vs. Real Multi-Product Top Podcasts This Week: 1. Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: Look, No VC Wants to Fund a Startup With So-So Growth.

AI 206

AI Customer Success Startup SaaS 206

Intercom, Inc.

JUNE 1, 2021

Over the course of the past year, the customer support landscape has changed for good. Most support teams have seen an influx of support queries since COVID-19 hit – and those issues are more complex than ever. 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.

JUNE 23, 2020

The internet is moving more businesses and people online, and driving a huge increase in inbound support volume. Meanwhile customer expectations are rising – they expect better experiences and immediate support resolutions. Customer support is undergoing massive, irreversible change.

Customer Support 245

Customer Support Scale Underperforming Technical Team Scaling 245

SaaStr

OCTOBER 13, 2023

A Key Challenge When Launching A Product Expensify built and launched this new product in five months, but they couldn’t find a solution to a key challenge… They couldn’t figure out how to support all those customers on 30-day balances. How do you build a successful, high-growth company that is also profitable? Is it truly scalable?

Outsourcing Services 244

Outsourcing Services Sales Hiring Scale SaaS 244

Intercom, Inc.

AUGUST 26, 2020

As support teams look to the year ahead, there’s no shortage of priorities to juggle – from team efficiency, to customer experience, to business impact. New research from Intercom reveals how support leaders are striking a balance. Today support teams have a full plate.

Trends 233

Trends Scale Headcount Technology 233

SaaStr

APRIL 22, 2021

Gorgias is 100% focused on e-commerce vendors, and not SaaS companies per se, but I suspect its data is pretty consistent with most folks using an online support tool. While 44% of the 5,000 respondents thought they provided excellent customer support — only 1.3% The higher the ACV, the better the support. actually did!

Customer Support 301

Customer Support Data SaaS Customer Success 301

Intercom, Inc.

MAY 13, 2022

Customer service is the ongoing support provided to a customer throughout the entire customer journey. . Historically, customers were assigned case numbers or tickets they could then share with customer service representatives or support agents as they progressed through their journey to find a resolution. .

Underperforming Technical Team 129

Underperforming Technical Team Customer Support Technical Support Churn 129

Intercom, Inc.

JUNE 22, 2022

Bots are transforming the way businesses support their customers. How do they improve the support experience? Not only that, these features will boost support rep efficiency by removing the need to access multiple systems to find the answers your customers need. Boost self-serve rates for a more seamless customer experience.

SaaS Payments 218

SaaS Payments Payment Services Payment Features Payments 218

Intercom, Inc.

OCTOBER 1, 2022

What each of these mechanisms have in common is that they help customers find the answers they’re looking for without the involvement of a customer support representative – thus reducing the burden on customer service or customer support teams. A multi-pronged customer self-service strategy can benefit both customers and support teams.

Machine Learning 104

Machine Learning Artificial Intelligence AI Customer Support 104

SaaStr

DECEMBER 18, 2023

There’s usually a support, help desk, or agent management happening. AI adoption has grown exponentially over the past year and it has likely doubled from its more than 2.5x growth in the last few months alone. Security is all about where data is coming from and how you’re training your models.

AI 242

AI Technology Scale Startup 242

User Pilot

JULY 31, 2023

If so, you’re in the right place, as this article discusses 15 tools that are excellent alternatives to Intercom and will help you optimize customer service processes and deliver outstanding self-service support. Userpilot is an excellent onboarding tool that enables effective in-app communication and on-demand user support.

Social Media 82

Social Media SaaS Marketplace as a Service Communication 82

Tom Tunguz

MARCH 28, 2021

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. Licenses constitute the majority of the revenue, followed closely by Support, with services comprising less than 5% of revenues.

Payment Services 359

Payment Services Metrics Payment Solutions Payments 359

User Pilot

APRIL 10, 2024

Knowledge base creation is critical to enhancing self-service support. As your business grows, you can expect the number of support tickets to increase and the stress levels of your customer service team to go up. Self-service support ensures consistency and increases trust in the brand. Create granular content.

Software Review 83

Software Review AI Search SaaS Technical Review 83

Intercom, Inc.

NOVEMBER 3, 2022

Scaling a support team is challenging enough as it is. Maybe you’ve just extended support hours and it’s becoming harder to plan shifts for different time zones; maybe you’re spending hours figuring out schedules for the week ahead; maybe the inflow prediction was a bit off and now your team is under or overstaffed.

Scale 206

Scale Outsourcing Services Software Sales Hiring 206

Intercom, Inc.

OCTOBER 25, 2022

At Intercom, we believe customer service is changing fundamentally, and we’re building a product that fits the landscape of modern support. This means reimagining the way things have always been done, and reshaping familiar support tools to suit a world where every business is an online business. What are tickets?

Communication 118

Communication Scaling User Experience Customer Support 118

Intercom, Inc.

MAY 25, 2021

The channels we use to communicate have shifted dramatically, and customer expectations for fast, personalized support are higher than ever. “How can you ensure that your support team is still providing personable, conversational support at scale?” Messaging is rapidly becoming a key channel for customer support.

Customer Support 260

Customer Support Scale Scaling Communication 260

User Pilot

JULY 24, 2023

Are you looking for Zendesk integrations to boost the efficiency of your self-service customer support? The article explores the best Zendesk integrations for: Customer support Customer feedback Productivity Email and social media communication Analytics and reporting Let's get right to it! If so, you’re in the right place!

Marketplace as a Service 78

Marketplace as a Service AI Search Social Media Customer Support 78

Intercom, Inc.

JULY 14, 2020

As customers expect more and more out of support experiences, support leaders can risk burnout on their team to meet the escalating demand. But even for larger teams, an influx of customer questions can overload agents, leaving them frustrated and overworked, and in turn, not able to provide great support.

Headcount 224

Headcount Retention Customer Support Scaling 224

Intercom, Inc.

DECEMBER 7, 2021

Support managers are consistently keeping track of conversation volume, capacity, and team performance. Support managers make countless rapid decisions every day – they need a convenient, reliable source of information to help them make the best choices for their teams. . Vera Rosado, Customer Support Manager, Pipedrive.

Metrics 118

Metrics Technical Review Trends Customer Support 118

Intercom, Inc.

JULY 26, 2022

Call deflection is a technique used to redirect a portion of your incoming customer service calls to digital support channels in order to reduce the burden on your call center employees. Research shows giving customers the option of digital support can reduce call center call volumes and operating expenses by as much as 25-30%.

Payment Methods 118

Payment Methods Payment Services Payment Solutions Management 118

Intercom, Inc.

AUGUST 12, 2021

After all, as he points out, in a successful organization, the teams responsible for customer success and support tend to manage and influence more revenue opportunities than the field sales team – and if your customer service isn’t good or you’re not looking at CX from a holistic point of view, these chances of expansion are slim to none.

Revenue 223

Revenue Scale AI Search Customer Support 223

Intercom, Inc.

MAY 13, 2022

Most of the time, help desks offer basic technical support or customer service , such as resetting user passwords, but functions can vary depending on business needs. . A support helpdesk is used to assist external customers answer inquiries such as help with a product or software setup. . What is a help desk as a service?

Outsourcing Services 118

Outsourcing Services Technical Support Customer Support Onboarding 118

SaaStr

APRIL 12, 2023

Github (coding), Harvey (legal), Lilt (translation) Agents: This is the newest category. Agents remember your actions and emulate them. Generative AI has taken the world by storm, and VCs and SaaS founders are looking at new opportunities it can bring. SaaStr Workshop Wednesdays are LIVE every Wednesday. Sign up for free. GPT, Llama).

Generative AI 187

Generative AI AI Machine Learning Artificial Intelligence 187

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.

OCTOBER 13, 2022

For the past year, our product and engineering teams have been building game-changing features that will help you manage inbound support volume, make your work faster and easier, provide a high-quality customer experience, and help your customers get the most out of your product. Thank you for joining us today.

Banking 118

Banking Scale Machine Learning Artificial Intelligence 118

User Pilot

APRIL 24, 2024

AI chatbots handle queries three times faster than customer service agents, improving efficiency while meeting customers’ preferences for self-service. You can use AI’s predictive analytics to anticipate user behaviors to facilitate proactive support and reduce churn risks. What AI tools you can use. Let’s get to it!

AI 68

AI Artificial Intelligence SaaS Generative AI 68

User Pilot

APRIL 17, 2024

Businesses collect customer insights through data monitoring, surveys , interviews, support interactions , and social media. Intercom enhances customer support for businesses of all sizes with automation, AI, and advanced tools for a seamless team and customer experience. If so, you need to invest in the right customer insight tools.

AI Search 82

AI Search Social Media Cross-platform App Design (Application) Systems Review 82

How To Buy Saas

MARCH 23, 2024

The Zendesk Suite plans range from $55 per agent/month to $115 per agent/month. They also offer basic plans that range from $19 to $115 per agent/month. They also offer basic plans that range from $19 to $115 per agent/month. Cost Freshdesk is lower priced and has a forever-free plan for up to 10 agents.

Payment Solutions 52

Payment Solutions Payments SaaS Payments Scale 52

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? That’s a significant gap between expectations and reality – and one that it’s all too easy for your support team to fall into.

Technical Review 222

Technical Review Systems Review Customer Support Headcount 222

Intercom, Inc.

AUGUST 23, 2022

That’s why companies should look to support – and retain – the customers they have. But what role does customer support play in this effort to retain customers? Why great customer support is the key to customer retention. In fact, 93% of customers are more likely to remain loyal to companies with excellent support.

Customer Support 211

Customer Support Retention Headcount Customer Lifetime Value 211

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. Investing in the quality of your customer support experience is one of the most powerful ways to grow your company, but every company’s definition of “quality” is different.

Customer Support 129

Customer Support Scale Underperforming Technical Team Metrics 129

Payrix

JANUARY 30, 2024

Their first payment processing solution was a white-labeled ISO sales agent. Back to customer stories A cut above the rest Why Real Green Systems, the leading software platform for lawn care businesses, chose Payrix. 37 years later, Real Green is the innovative leader in software for the industry. For us, it just wasn’t feasible.”

Payments 130

Payments Payment Solutions Payment Features Merchant Services 130

Intercom, Inc.

OCTOBER 22, 2020

Customer expectations are higher than ever, and this acts as a forcing function, inspiring companies to think about their customers’ entire journey from acquisition to onboarding and support. Every time a problem in an organization impacted the customer, it was up to support agents to swoop in and clean up the mess.

Leadership 218

Leadership AI Scaling Engineering 218

How To Buy Saas

MAY 2, 2024

With its multi-channel support and advanced features, it is quite popular as a WhatsApp marketing software. Offers auto chat routing to the most capable agents and hence saves time and effort required for manual sorting. They provide ample support with robust features like the Bulk Sender API, Official API, Chatbots, and much more.

Engagement 40

Engagement Payments Payment Solutions Payment Methods 40

Intercom, Inc.

MAY 25, 2022

This ambition is reflected in the way we design and build the infrastructure that supports the Intercom platform. This is the third post in a series exploring the ways Intercom has scaled key functions to support the needs of enterprise customers. You have many thousands of active agents you want action in your workspace.

Scaling 252

Scaling AWS Software Review Technical Review 252