Intercom, Inc.

NOVEMBER 18, 2020

Automation supercharges support, empowering teams to provide personal support at scale without overstretching your team – and our data shows support leaders are hungry for more. . Companies that automate customer support are nearly 4x more likely to see CSAT improvements. .

Customer Support 223

Customer Support Trends Scale Scaling 223

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

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 179

AI Search AI Startup Scale 179

Intercom, Inc.

OCTOBER 5, 2018

All you need for your lightweight customer retention program is a few hours to create a simple campaign of messages that will pay back many times over – and instill a culture of retention marketing into all aspects of your business. How to understand customer retention. Some amount of customer churn is natural.

Churn 199

Churn Retention Strategy Education 199

SaaStr

MARCH 23, 2020

It can really tough to think through the short-term pressures of churn. SMBs are hurting the most, and the churn will be highest there. Enterprises are churning less, but slowing new purchases way down. Just remember one thing as your North Star here: No Customer Wants to Leave a Vendor They Count On. Help them do that.

Churn 354

Churn Customer Support Enterprise Management 354

SaaStr

MARCH 9, 2025

Measure What Matters The metrics that matter for AI success: User engagement with AI features Task completion rates Impact on core product metrics (careful: sometimes AI properly reducing usage is good) Customer churn and expansion rates 6. Data Architecture Makes or Breaks AI Success The unsexy truth?

AI 207

AI Scale Education User Experience 207

SaaStr

OCTOBER 16, 2020

What we haven’t really talked about is Customer Support. Basic, reactive, customer support. Solve the customer problem. But there are a few things in customer support that you can do that will clearly move the needle, but that may be slightly non-obvious. And they churn at a much higher rate.

B2C 325

B2C Customer Success Customer Support Churn 325

Intercom, Inc.

SEPTEMBER 21, 2022

So while these technologies may have helped businesses scale, it sent relationships that customers had with businesses back to the dark ages. The challenges of customer support today. In the support world, we still have a long way to go to rebuild these customer relationships.

Customer Support 118

Customer Support Scale Scaling Technology 118

User Pilot

JUNE 22, 2023

You can improve customer satisfaction by taking the time to reduce customer support load, which includes reporting bugs, canceling accounts, and seeking assistance to complete tasks. Addressing this burden enhances the customer experience, leading to greater overall satisfaction. Book a demo to learn more!

Customer Support 96

Customer Support Underperforming Technical Team Social Media AI Search 96

USIO

MAY 16, 2024

Retry Logic: Automatic retry of failed payments to reduce churn. How does integrated payments affect customer support? Integrated payments can streamline customer support by: Centralizing Information: Keeping all transaction data within the same platform.

Payment Services 263

Payment Services Payments Merchant Services Payment Solutions 263

SaaStr

MAY 19, 2019

Churn is 1.1% Most of the companies in this 5 Interesting Things Series have had net negative churn from SMBs (e.g., Xero’s SMB churn isn’t zero. Customer Lifetime Value is 81 months, from SMB That’s impressive. Inclusive of upsells and churn, their ARPU is $29.25 subscribers. It’s 1.1%.

SMB 270

SMB Customer Lifetime Value AWS Churn 270

SaaStr

DECEMBER 25, 2020

The small guys suck up all your customer success and support resources, even though they make up only a small percent of your revenue. At Adobe Sign / EchoSign, the single largest consumer of our customer support resources was our Free users. The second largest consumer of support resources was our $15/month customers.

Sales Hiring 338

Sales Hiring Customer Success Customer Support Revenue 338

Intercom, Inc.

JULY 17, 2019

It should be part of a larger customer success game plan to help your users achieve their goals through expert use of your tool. Show your customers you care about their success by providing a well-managed knowledge base – one that solves problems, saves them time, and ultimately reduces the risk of churn.

Management 245

Management Scale Churn Education 245

USIO

JULY 1, 2024

By focusing on customer satisfaction and reducing churn, SaaS companies can maintain a steady revenue stream. Strategies for Retention: Regularly Engage with Customers : Use email newsletters, in-app notifications, and webinars to keep customers informed and engaged with new features, updates, and best practices.

Payments 306

Payments SaaS Payments Payment Solutions Payment Services 306

SaaStr

FEBRUARY 14, 2021

The key is a combination of (x) churn and (y) value. Virtually every self-service, individual seat web service churns at a relatively high rate — from maybe 2.5% And what you’ll find is epic on the churn side. Your churn as the deal gets just a smidge bigger will fall dramatically, toward 1-1.5%.

Revenue 264

Revenue Sales Hiring Customer Lifetime Value Churn 264

User Pilot

SEPTEMBER 26, 2024

When they faced challenges with customer churn , they turned to Userpilot. Unolo’s success story – a quick summary Challenges : Unolo faced difficulty with collecting customer feedback – emails and support chat surveys had low response rates. The company faced a month-on-month churn rate of 3%.

Churn 105

Churn Education Product Marketing Customer Support 105

SaaStr

OCTOBER 20, 2020

A lot of mature SaaS companies use the metric of ~$2m in ARR per customer success rep. A mediocre CSM might say retain 100% of your mid-market revenue on a net-of-churn basis. But a great one might, by really creating true customer success, with upgrades, can get that same customer base to renew at 110-120% of last year’s ACV.

Sales Hiring 344

Sales Hiring Headcount Engineering Banking 344

User Pilot

NOVEMBER 27, 2023

Wondering how churn rate vs retention rate are different? Other important metrics related to churn and retention efforts. Ways to analyze churn and improve retention rates based on the data. The churn rate refers to the percentage of customers discontinuing their subscriptions during a given time period.

Churn 102

Churn Retention Benchmarks Customer Lifetime Value 102

Intercom, Inc.

AUGUST 17, 2020

Localizing a product for international expansion means making all aspects of that product accessible to the market you’re looking to enter – from language translation and adapting product UX to offering multilingual customer support, and beyond. Increased churn. Low conversion rates.

Investment 276

Investment Scale Software Review Systems Review 276

Tom Tunguz

OCTOBER 9, 2024

Klarna, the Swedish fintech giant, is making waves by churning from industry-standard software like Salesforce and Workday in favor of building its own internal systems with AI. After their success with AI customer support automation which manages 2/3 of their customer inquiries , Klarna is now doubling down on this strategy.

Scale 228

Scale AI SaaS Cloud 228

Tom Tunguz

JUNE 24, 2019

When we published the results of the freemium survey earlier this year , we noticed respondents targeting the enterprise observed higher net dollar retention and lower churn than those startups targeting other segments. Gross margins are lower when customer support costs are higher and when hosting costs are higher.

Metrics 244

Metrics SaaS Enterprise Churn 244

User Pilot

JANUARY 16, 2023

Are you searching the market to find the best churn management software for your SaaS company? Read on to learn how each tool can help you retain customers , the pros and cons for each, as well as pricing information. Features to look for in customer retention software: Analytics and tracking. Baremetrics for churn analysis.

Software Review 105

Software Review Churn Retention Software 105

SaaStr

APRIL 7, 2020

So even if other parts of your engine are struggling a bit, here are 14 basic things you can do right now to be more customer-centric: Launching new features that matter every quarter — that they don’t have to pay more for. A named Customer Support Manager they can talk to. And A Downgrade is Not Churn.

Pricing 303

Pricing Engineering Churn Customer Support 303

User Pilot

NOVEMBER 7, 2024

Free trial : No ClientSuccess specifically excels in customer journey tracking, mapping out the ideal path for customers to unlock value quickly. It enables proactive engagement by identifying critical touchpoints , allowing your support teams to build strong relationships and reduce customer churn. G2 rating : 4.8

Customer Success 105

Customer Success Enterprise Software Review Startup 105

SaaStr

NOVEMBER 22, 2020

Deliver repeatable value early in the customer’s journey. Measure leading indicators and not lagging indicators like churn. Review your customer’s problem journey at pre and post current stages. Once you figure that out, you can expand your scope. . Market Fit. Can your product solve more of their problems?

Scale 325

Scale Scaling Technical Review Systems Review 325

User Pilot

JULY 20, 2023

Wondering how to reduce customer churn rate for your business? In this article, we review different ways to identify potential churn and deal with it. Attrition is the bane of every subscription business; low retention rates will result in a duce and the customer lifetime value and revenue will plummet. Poor onboarding.

Churn 98

Churn SaaS Payments Payment Solutions Strategy 98

Intercom, Inc.

NOVEMBER 18, 2020

And whereas previously, your retail staff would have worn many (metaphorical) hats – working not only as salespeople but also as unofficial customer support agents, constantly handling customer queries and resolving complaints – the move online has meant that this function needs to be planned for and costed separately.

Payment Methods 239

Payment Methods Payment Solutions Payment Services Scale 239

SaaStr

NOVEMBER 27, 2021

Hire your first CSM as early as you can afford to, as soon as you have even 1 large customer, or even a handful of medium-sized customers. You can hack it until then with customer support, sales, and yourself. But your bigger customers are going to need more help than that, and more proactive (vs. reactive) help.

Sales Hiring 246

Sales Hiring Customer Success Scale Customer Lifetime Value 246

SaaStr

MARCH 17, 2021

With this unified knowledge, you can personalize interactions, proactively reduce churn, and enable upselling opportunities. The problem is that customer data exists across multiple applications and databases, including your CRM, ERP, reporting and analytics, and customer support.

Sales Hiring 325

Sales Hiring Scale Technical Review Marketplace as a Service 325

SaaStr

NOVEMBER 27, 2021

Hire your first CSM as early as you can afford to, as soon as you have even 1 large customer, or even a handful of medium-sized customers. You can hack it until then with customer support, sales, and yourself. But your bigger customers are going to need more help than that, and more proactive (vs. reactive) help.

Sales Hiring 245

Sales Hiring Customer Success Scale Customer Lifetime Value 245

User Pilot

JUNE 22, 2023

Wondering how to reduce churn rate and increase retention? While customer churn is a grave concern, retention is what can help you tackle it and make your product successful. Customer retention brings you more customers who tend to spend more, refer others, and provide valuable feedback that drives product improvement.

Churn 98

Churn Retention Onboarding Engagement 98

User Pilot

OCTOBER 19, 2024

Customer support : Customers receive quick and helpful answers to queries and issues. For a broader measure of satisfaction, you’ll need to consider other customer success metrics. They include metrics like the Net Promoter Score , Customer Effort Score , Customer Churn/Retention Rates , etc.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

SaaStr

JANUARY 24, 2022

With early revenue, you start thinking about churn and scalability of every aspect of the business, including product, infrastructure, customer support, sales and marketing. And you probably have some kind of tool tracking churn, upgrades, and new revenue numbers. Your focus expands.

Finance 334

Finance Outsourcing Services Systems Review Technical Review 334

SaaStr

JANUARY 5, 2022

Companies that spend $500k with us in their first contract may or may not churn down the road, but companies that slowly increase their spend year over year are much more likely to stay with you in the long run, ultimately bringing you more revenue. We put a lot of focus on driving larger deals and big accounts.

Scale 306

Scale Scaling Sales Hiring Software Review 306

Intercom, Inc.

APRIL 14, 2020

“A team takes its tone from its leader,” says our Global Director of Customer Support Kaitlin Pettersen. Your support team is likely experiencing an array of unprecedented stressors right now, like tackling high conversation volumes, resolving stressed-out customers’ issues, and abruptly transitioning to working remotely.

Scale 223

Scale Leadership Customer Support Healthcare 223

SaaStr

FEBRUARY 15, 2022

if Churn > 2% = Bad, Just Terrible. And even in the enterprise, losing one big customer can swamp you here in the early days. What most matters is that churn is going down , rather than the core absolute value, IMHO. And can’t customer support just do some of this at least? Well — Maybe.

Scale 264

Scale Customer Success Sales Hiring Scaling 264

Intercom, Inc.

MAY 26, 2022

In order to gather the data necessary for this equation, you should ensure you’re recording how often customers’ queries are being responded to on the first contact, and how many queries you’re receiving overall. . One way of gauging that is by surveying customers after they contact customer support to check if their issues were resolved.

Customer Support 210

Customer Support Metrics Churn Communication 210