Intercom, Inc.

MARCH 26, 2020

We are dedicated to supporting you and your customers at all times, and we are confident in our ability to continue delivering the highest levels of performance, availability, and security. All of Intercom’s production infrastructure is provided as a service to Intercom by Amazon Web Services (AWS).

AWS 192

AWS Scale Business Cloud 192

Intercom, Inc.

DECEMBER 9, 2021

Technology makes every company a global company, and our focus on data security means Intercom customers all over the world can experience the full benefit of Intercom – no matter where they’re geographically located. . Ten years ago, we built the initial Intercom infrastructure in AWS’ us-east-1 data center in North Virginia, USA.

Data 181

Data AWS Scale Engineering 181

Tom Tunguz

NOVEMBER 8, 2023

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. 80% of data is unstructured within organizations. Looker did this within the context of a BI system.

Artificial Intelligence 220

Artificial Intelligence Trends Data Software Review 220

SaaStr

MAY 14, 2019

Mikkel : Well again, the public cloud, AWS, was the dominant leader. We are seeing platform shifts from how they traditionally run their infrastructure and services and business to seeing them run that stuff on AWS. Mikkel : Our business, we started out helping customers with very basic customer support.

Cloud 242

Cloud Sales Recruiting Scale AWS 242

Intercom, Inc.

FEBRUARY 16, 2022

Until now, Intercom has been a multitenant application hosted in a single region in AWS. However, we’ve been talking to our customers and prospective customers about European data hosting for a long time – we knew what we had to deliver and the problem we had to solve : Intercom, but with the data stored and processed in Europe.

Scale 234

Scale New CTO Engineering CTO 234

Intercom, Inc.

JULY 24, 2018

For us to be available whenever our customers need help, we staff a team across multiple time zones that operates practically 24/7 all year round. World class, awesome, human customer support comes first, offices come later. Simultaneously, I’ve watched the APAC customer base increase more than 900%.

Sales Hiring 149

Sales Hiring Company Culture Scale Customer Support 149

CloudGeometry

JULY 8, 2021

Well-Architected Framework scorecard : One of the great advantages AWS has over other cloud providers is what it learns from the Amazon consumer eCommerce business. What proportion goes to adding value by working on software that benefits customers and users? An alternative: the Cloud Container Solutions Cloud Native Maturity Matrix.

Well Architected Framework 130

Well Architected Framework Payment Methods CTO Hire Payment Solutions 130

Intercom, Inc.

OCTOBER 19, 2022

Intercom services and data are hosted in Amazon Web Services (AWS) facilities in the USA (us-east-1), Dublin, Ireland (eu-west-1), and Sydney, Australia. . All of our infrastructure and data are spread across three AWS availability zones and will continue to operate should any one of those fail.

compliance 138

compliance Data Software Review Scale 138

User Pilot

APRIL 2, 2025

Protect customer data with the highest compliance standards Every data point you collect represents actual people, so safeguarding it is a must. Userpilots data is fully encrypted and stored with SOC-compliant vendors like Amazon AWS and Google Cloud. which can damage your brand reputation. Konstantin L., Mid-Market (51-1000 emp.)

Mobile 66

Mobile Underperforming Technical Team Onboarding AI 66

Tom Tunguz

AUGUST 25, 2015

Here’s my stab at that list: CRM, Marketing Automation, ERP, Expense Management, Analytics, Email, Collaboration, Document Storage, Payroll, HRIS, ATS, IaaS, Customer Support, Recruiting. PagerDuty, AWS and New Relic are the three listed in Okta’s reports.

Sales Recruiting 100

Sales Recruiting Data SaaS AWS 100

Baremetrics

MARCH 30, 2021

Zuora Chargebee Zuora Similarities 2 Chargebee Vs. Zuora Pricing 3 Chargebee Vs. Zuora: Target customer size 4 Chargebee Vs. Zuora: Ease of Use 5 Chargebee Vs. Zuora : Customer support What suits your business? Their integration to SF is also quite awful, and most of the time, the data does not appear.

Payment Solutions 105

Payment Solutions Payment Features Payments Payment Methods 105

Sales Hacker

OCTOBER 6, 2023

Currently, there are 3 primary options available to implement AI in a company: Cloud or LLM providers: Large cloud providers, like AWS, Google, or Microsoft, all provide services to implement generative AI in a secure way in the cloud. They typically specialize in a specific business function or area.

Artificial Intelligence 123

Artificial Intelligence AI Generative AI Blockchain 123

Intercom, Inc.

OCTOBER 14, 2019

Products like Amazon Web Services (AWS) and the rise of engineering talent globally have reduced the barrier of entry for software startups in recent years. Recently, a member of my team and I spent time with a group of seasoned customer support specialists looking to transition to live chat support.

Software Review 162

Software Review AWS Social Media Artificial Intelligence 162

Clouded Judgement

MARCH 31, 2023

The majority of COGS (revenue less COGS = gross profit) fall in hosting costs (ie AWS), and some customer support. The gross margin profile dictates how much you can spend on operating expenses to ultimately generate free cash flow. The challenge with AI is that it introduces another (potentially large) component to COGS.

Cloud 130

Cloud Sales Hiring AI Headcount 130

User Pilot

MAY 10, 2023

Amazon grants its AWS customers access to its recommendation engine to help them personalize their user experience. Using this tool, Amazon AWS users can now offer up to 50% better recommendations to their website visitors, email marketing lists, and more, thus improving the customer experience and their conversion/click-through rates.

Artificial Intelligence 90

Artificial Intelligence AI Search AI Machine Learning 90

Sales Hacker

FEBRUARY 2, 2024

Previously, Amit led marketing efforts at startups like Tact AI (1st AI Assistant for Sales backed by AWS, Microsoft, and Salesforce), HP Inc (next-gen computing) and Spire AI (Human Capital SaaS). More for your eardrums : Amit Pande is CMO and EVP of Strategy at Aviso AI, a leading revenue intelligence platform.

Metrics 122

Metrics Revenue Scale Marketing 122

ChurnZero

AUGUST 11, 2020

You and I both know how awful it feels to have someone disregard what we say and focus on their end goal instead. According to Will, this specific type of role playing helped CSMs develop stronger and deeper relationships with their customers. It’s also built a new level of trust and respect between the customer and the CSM. . #2.

Retention 97

Retention Strategy Underperforming Technical Team Software Review 97

SaaStr

OCTOBER 31, 2019

It was around that time about 12 years ago that Jeff Bezos launched AWS, and some of you may remember that, when he did this, Wall Street analysts were looking at him and saying, “Why would you take what’s already a very unprofitable business and drive it further into the red by investing in this AWS initiative?”

Cloud 113

Cloud Scale AWS Artificial Intelligence 113

Sales Hacker

MARCH 29, 2021

As a result, more products are being discovered and sold through online marketplaces, like the Salesforce AppExchange and the AWS Marketplace. But they can be more challenging as they require building and supporting integrations. An ecosystem of related products and channel partners exist around every B2B product.

Payments 112

Payments SaaS Payments Payment Solutions Payment Services 112

Scytale

OCTOBER 30, 2024

Consider Your Team’s Technical Expertise If your team isn’t exactly tech-savvy, go for a tool that’s easy to use, with solid customer support and built-in training. Think of it as your business getting a compliance makeover – though not quite as glamorous! The more intuitive, the better.

Payment Services 52

Payment Services compliance Payment Solutions Payment Methods 52

Neil Patel

JANUARY 8, 2021

Ads, a cap on how much traffic you can get, sudden downtimes, and little to no customer support are just some of the trade-offs that come with using a free host. Customer support. Support for websites hosted in a free web host is limited at best. Afterward, you will be required to pay only for what you use. #1

Payment Methods 141

Payment Methods Payments Payment Solutions Payment Services 141

User Pilot

MARCH 5, 2025

Features and functionality: Does the platform offer core engagement features, such as in-app flows, engagement tracking , and customer support? Customization options: Can you tailor the platform to match your brand identity and specific needs? Customer support: Does the vendor provide reliable and responsive customer support?

Software Review 52

Software Review Engagement Software Scale 52

User Pilot

AUGUST 21, 2024

Trigger contextual customer feedback surveys. Dig into your CRM systems and customer support interactions to gather insights. Track social media interactions to understand customer sentiment. Analyze this data to gain a comprehensive understanding of individual customer preferences, behaviors, and pain points.

Data 105

Data Social Media Interviewing User Experience 105

Full Session

DECEMBER 30, 2024

Support FullSession is known for responsive customer support. Integrations PostHog works well with Kafka, Slack, AWS, Google Cloud, GitHub, Tableau, and Looker. Support PostHog has a community and loads of documentation to support you. Pricing Adobe Target provides custom plans based on your needs.

Payment Methods 52

Payment Methods Payment Solutions Payments SaaS Payments 52

Frontegg

MAY 27, 2021

Intercom also has a proprietary conversational support module that you can tweak as per your needs. Founded : 2011 Known customers: Facebook, IBM, Microsoft, AWS, Unity, Udemy, Shopify Price starts at: $38/month per user. #2 Best For: Customer Support Services. Best For: Product Adoption.

Payment Solutions 98

Payment Solutions SaaS Payments Payments Scale 98

Neil Patel

JANUARY 1, 2021

This so-called “ pajama time ” has become an awful reality for every physician stuck using a well-intentioned but poorly-performing EMR system. athena’s customer support has a solid reputation and they have a lot of experience helping clients move their data over securely. And it’s not just doctors who are affected by this.

Systems Review 143

Systems Review Healthcare Software Review Marketplace as a Service 143

Audacix

JUNE 9, 2023

Pricing and support: The tools should offer a range of pricing options and provide strong customer support to help you address any issues that may arise. It's designed to protect your web applications from common web exploits and allows you to create custom rules to block specific types of attacks.

Software Review 66

Software Review Software DevOps as a Service AWS 66

SaaStr

OCTOBER 15, 2019

So one place would be in your customer success organization. We were doing more customer support, less customer success. It was less about making sure that customers were happy and individually reaching out to them. I think maybe once we saw the deck that they were using and it was pretty awful.

Underperforming Technical Team 218

Underperforming Technical Team Sales Hiring SMB compliance 218

Baremetrics

DECEMBER 7, 2023

You’ll need Cost of Revenue to calculate your Gross Margin, which in turn you need to calculate Customer Lifetime Value (LTV), Customer Acquisition Cost (CAC) Payback Time and to understand your company’s unit economics in general.

Startup 90

Startup Merchant Services DevOps as a Service SaaS 90

Neil Patel

FEBRUARY 5, 2021

The sticker price for WP Engine is higher than average, but it includes customer support from some of the most talented WordPress experts in the world. A customer identifies a problem or makes a request, and WP Engine’s support team gets it done. These on-demand support resources are critical to people starting out.

Management 137

Management Technical Review Outsourced Development Engineering 137

User Pilot

APRIL 30, 2024

Software as a Service offers specialized tools for product growth , CRM, project management, ERP, collaboration, financial management, customer service, and marketing automation. HubSpot and Salesforce are both CRMs that offer customer analytics, survey tools, and extensive integrations. What are the benefits of the SaaS model?

SaaS Payments 104

SaaS Payments Payment Methods Payment Services Payment Solutions 104

Baremetrics

FEBRUARY 19, 2018

You’ll need this to calculate your Gross Margin , which further enables you to calculate Customer Lifetime Value and other key SaaS metrics. This is where you record all of the costs that go to providing your service, such as hosting and customer support payroll.

Startup 81

Startup DevOps as a Service Customer Lifetime Value SaaS 81

OpenView Labs

JANUARY 29, 2020

In his book, Free , Chris Anderson explains that Freemium works on the 5 Percent Rule – where 5% of premium customers support the remaining 95% of free users. In their freemium plan, AWS offers a year’s worth of micro instance for free – a time-bound freemium model. What makes Freemium work? Get freemium success stories here.

Pricing 82

Pricing Payments SaaS Payments Payment Solutions 82

Stax

APRIL 18, 2024

Customer Support In-house support teams maintain direct relationships with end-users for assistance. Support through an in-house or outsourced central system, often leveraging robust support infrastructures like self-service portals, chatbots, and knowledge bases. Some may use cloud platforms for online solutions.

Outsourcing Services 88

Outsourcing Services SaaS Payments Payment Services Payment Methods 88

Intercom, Inc.

OCTOBER 1, 2020

It would include customer support, along with buying a domain name, along with building a peak feature, because there were four of us and there was that sort of chaotic sense of everyone does everything. That was V0, and I’ll talk through the iterations at that. There is a lot to it – it is the fundamental art form of a PM.

VP of Engineering 165

VP of Engineering Sales Hiring Underperforming Technical Team Engineering 165

Intercom, Inc.

OCTOBER 1, 2020

It would include customer support, along with buying a domain name, along with building a peak feature, because there were four of us and there was that sort of chaotic sense of everyone does everything. That was V0, and I’ll talk through the iterations at that. There is a lot to it – it is the fundamental art form of a PM.

VP of Engineering 165

VP of Engineering Sales Hiring Underperforming Technical Team Engineering 165

User Pilot

JULY 28, 2024

For instance, a data analyst at a company focused on customer support might prioritize analyzing customer feedback and support ticket data to identify areas for improvement in service delivery. Utilize cloud-based data platforms (AWS, Azure, Google Cloud) for scalable data storage, processing, and analysis.

Data 52

Data Azure Data Analysis Artificial Intelligence 52