Intercom, Inc.

DECEMBER 21, 2021

We continued to adjust to working from home , and our company culture evolved accordingly. If you’re at all interested in using customer research to drive key business decisions, this is a must-read. The Ultimate Customer Support Tech Stack for 2022. We hit a huge milestone as our ARR grew well past $200M.

Technical Review 196

Technical Review Scale Innovation Company Culture 196

Intercom, Inc.

FEBRUARY 25, 2021

In this guide, Annette writes about the best way to get inside the mind of your customer, and how to use those insights to create better customer experiences. Bobby: I imagine it’s one thing to lead customer support or to offer that leadership and consulting, and another thing, as you said, is to put it on paper.

Scale 211

Scale Consulting Interviewing Customer Support 211

User Pilot

AUGUST 28, 2024

Understanding the salary range for customer support specialists is crucial whether you’re entering the field or looking to advance your career. TL;DR A customer support specialist is a professional responsible for assisting customers with inquiries, troubleshooting issues, and providing solutions to user problems.

Customer Support 52

Customer Support Social Media Scale Healthcare 52

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. Knowing exactly what everyone is thinking or experiencing as a team is a win for company culture.

Strategy 246

Strategy Marketing Underperforming Technical Team Sales Hiring 246

Intercom, Inc.

JUNE 9, 2021

Information has been provided in a way that is easily digestible and easy to apply” – Caijsa, Customer Support Specialist. Skills and culture . Modules and experiences that help enrich our new colleagues’ understanding of our culture, how we work, and why we work that way. Social and belonging.

Onboarding 253

Onboarding Sales Hiring Scale Systems Review 253

User Pilot

AUGUST 27, 2024

Embarking on a career as a customer support specialist involves a combination of education, skills development, and practical experience. This guide will provide you with a comprehensive overview of the path to becoming a successful customer support specialist. Looking into tools for customer support specialists?

Customer Support 52

Customer Support Social Media Scale Education 52

Intercom, Inc.

MAY 4, 2018

Some examples from my own experience managing the Customer Support team include: I noticed one of my team members was passionate about improving internal workflows and processes, so I helped her take on additional responsibility in this area for the team. Celebrate development.

Underperforming Technical Team 223

Underperforming Technical Team compliance Development Engineering 223

SaaStr

JANUARY 25, 2023

The head of revenue has the responsibility for the entire funnel: marketing, sales, implementation, customer success, customer support, and revenue operations. This person oversees the operations of all the teams under this umbrella and ensures they are all heading in one direction.

Customer Success 246

Customer Success Revenue Marketing Sales 246

SaaStr

JULY 27, 2022

Customers should feel empowered to take on onboarding and essential customer support themselves. There will be prospects that do want a new solution but will never be autonomous.” . The self-serve approach goes beyond the sales cycle. Secret 2: Be Prepared to Play the Volume Game When it Comes to Talent –– People Are Everything.

SMB 244

SMB Sales Hiring Scale B2C 244

SaaStr

OCTOBER 13, 2023

The only way to stay ahead of support volume was to keep hiring into the support team. How Expensify Automated Customer Support The way Expensify automated support processes was a little different from the majority of the market.

Outsourcing Services 289

Outsourcing Services Sales Hiring Scale SaaS 289

ProfitWell

OCTOBER 1, 2019

At most SaaS companies, people managers were the most talented people in their former individual contributor role. Customer support managers were the best customer support reps ever. Takeaway: Whether it's due to different departments or offices, you probably have different teams in your company.

Company Culture 40

Company Culture Sales Recruiting Scale Software Review 40

Intercom, Inc.

JUNE 24, 2021

Sam Stocker (she/they), a Customer Support Specialist, based in Chicago. Leanne Harte (she/her), a Customer Support Manager, based in Dublin. Shauna O’Brien (she/her), a Customer Support Specialist, based in Dublin. Jess Connor (she/her), Principal Technical Program Manager, based in Dublin.

Customer Support 221

Customer Support Interviewing Company Culture Management 221

Intercom, Inc.

SEPTEMBER 7, 2021

There are three great advantages to involving your support team – or indeed any team – in decision making. This is imperative to a positive company culture, as well as higher team morale. Creating the right decision-making framework for your support team. Secondly, it offers fresh business ideas.

Leadership 129

Leadership Company Culture Customer Support Innovation 129

OpenView Labs

AUGUST 17, 2021

She began it at Salesforce , where she spent thirteen very productive years in customer support and customer success roles. After that, she joined Okta in the role of CCO for six years over which the company grew from $20 million to $580 million. A stellar company culture is actually one of the reasons Krista joined Okta.

Company Culture 88

Company Culture Sales Hiring Finance Customer Support 88

Totango

MARCH 4, 2022

First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. Then, we’ll consider how B2B customer service differs from customer success in a B2B context. What Is the Difference between B2B Customer Service and Customer Success?

B2B 98

B2B Customer Success Technical Review B2C 98

Intercom, Inc.

MAY 26, 2021

Ruth O’Brien , one of our Customer Support Managers, shared her experience of receiving feedback the Intercom way: “In my years at Intercom, I’ve pushed myself to strike the balance between confidence and humility, and watched my teammates embrace belief in themselves while striving to learn by asking questions, and exchanging honest feedback.

Sales Hiring 138

Sales Hiring Sales Recruiting Customer Support Engineering 138

SaaStr

AUGUST 12, 2020

So, the company starts getting divided up into functional areas, or silos, product management, sales, customers support, marketing and so on, and this siloing of the org chart I think means that not everyone knows what everyone else is doing, and there’s a general feeling of disorganization or chaos in most startups.

Startup 290

Startup Software Review Scale Systems Review 290

Totango

SEPTEMBER 14, 2021

Customers want representatives to listen to their concerns, understand their needs and value their time. Training your employees in best practices can help nurture a more empathetic company culture. Harness the Power of Automation to Boost Your Customer Satisfaction Scores.

Retention 95

Retention Technology Company Culture Branding 95

Intercom, Inc.

FEBRUARY 16, 2018

Engineers get to do a “customer day” when they join and work as part of the customer support team for a day. Above all that, we focus on ensuring that everybody has all of the necessary resources, knowledge and help to succeed in a task. The focus isn’t only on engineering skills though.

Engineering 177

Engineering Sales Hiring Scale Technology 177

SaaStr

NOVEMBER 12, 2019

Think of your salespeople, think of your VCs, think of your customer support people, people that take lots and lots of meetings. .” Tope has a working prototype of a scheduling system that makes it really easy for people that take lots of meetings or appointments.

Sales Recruiting 200

Sales Recruiting Scale Outsourcing Services Sales Hiring 200

User Pilot

JANUARY 26, 2023

TL;DR Customer empathy is putting yourself in your customers’ shoes to better understand their problems and make it a part of your company culture to develop solutions that satisfy them on practical and emotional levels. Customer empathy is not limited to empathy in customer service.

Interviewing 98

Interviewing User Experience Development Management 98

Neil Patel

OCTOBER 20, 2020

In fact, more than half a million of their customers are small businesses. But you can also choose between 24/7/365 customer support or a dedicated specialist for help when you need it. With their small and midsize packages, you get access to Paychex Flex, their all-in-one HR automation software.

Outsourcing Services 118

Outsourcing Services Outsourced Development Sales Recruiting Sales Hiring 118

ChurnZero

SEPTEMBER 28, 2022

Customer Success is a relatively new field that’s constantly changing, and it tends to attract people from a wide variety of professional backgrounds. For example, we often see people join Customer Success after a career in customer support , sales , project management , or as a new graduate.

Customer Success 94

Customer Success Sales Hiring Onboarding Company Culture 94

ChurnZero

FEBRUARY 13, 2023

The chief customer officer (CCO) owns the revenue number for an organization’s customer base and oversees all customer activities. They’re also responsible for creating a strong, customer-centric company culture with accountability and ownership of the customer experience at all levels.

Technical Advisors 52

Technical Advisors Customer Success Technical Review Systems Review 52

ChurnZero

FEBRUARY 13, 2023

The Chief Customer Officer (CCO) owns the revenue number for an organization’s customer base and oversees all customer activities. They’re also responsible for creating a strong, customer-centric company culture with accountability and ownership of the customer experience at all levels.

Technical Advisors 52

Technical Advisors Customer Success Technical Review Systems Review 52

Chart Mogul

APRIL 3, 2018

But the list of elements that influence branding is huge: Company logo. Company culture. Customer support experience. Color palette. Web design. Product user experience (UX). Blog content. Email content. Public speaking. …and much more.

Branding 97

Branding B2B Investment B2C 97

Intercom, Inc.

AUGUST 15, 2018

You want to preserve the company culture, and every time you bring in a new leader from outside, you’re going to change the culture up a little bit. But I only did that after we had a great system of execution in place and I also felt that the company culture would sustain bringing in more people from the outside.

Leadership 141

Leadership Engineering Part-Time VPE CTO Coach 141

Intercom, Inc.

SEPTEMBER 6, 2018

As a human being, storytelling is one of the most powerful tools in your arsenal. It works in just about every situation where other human beings are involved and, contrary to what you might think, it’s actually surprisingly simple to construct a compelling story.

Construction 151

Construction Startup Interviewing Scaling 151

Intercom, Inc.

OCTOBER 19, 2018

In this way, it’s proven to be a highly valuable part of our culture. A few months ago, I completed another tour around my first year work anniversary.

Engineering 106

Engineering Technical Review Software Review Systems Review 106

Totango

FEBRUARY 10, 2021

Use these methods to promote greater success for your customers and better results for your business. Prioritize a Culture of Customer Success. An environment that nourishes customer success starts with your company culture. This directs your staff to take the steps necessary to help your customers succeed.

Scale 90

Scale Customer Success Retention Strategy 90

CustomerSuccessBox

SEPTEMBER 15, 2021

Difference between customer success and customer support. Customer support is generally “reactive” in approach, this includes helping a customer once they need something or when they reach out to you with a problem or question. It focuses on helping to identify and facilitate customers reaching their goals.

Outsourcing Services 52

Outsourcing Services Outsourced Development Customer Success B2B 52

User Pilot

JULY 28, 2024

Here’s a general outline of how one might progress in this field: Customer Support Representative/Specialist (1-3 Years) : This is your foundation, providing hands-on experience resolving customer issues and building communication skills. Strong customer service skills and a genuine desire to help are crucial.

Retention 52

Retention Management Scale Software Review 52

User Pilot

JULY 11, 2024

Here’s a general outline of how one might progress in this field: Customer Support Representative/Specialist (1-3 Years) : This is your foundation, providing hands-on experience resolving customer issues and building communication skills. Strong customer service skills and a genuine desire to help are crucial.

Retention 52

Retention Management Scale Data Analysis 52

User Pilot

JULY 20, 2024

Here’s a general outline of how one might progress in this field: Customer Support Representative/Specialist (1-3 Years) : This is your foundation, providing hands-on experience resolving customer issues and building communication skills. Strong customer service skills and a genuine desire to help are crucial.

Retention 52

Retention Management Scale Data Analysis 52

ProfitWell

MARCH 3, 2020

The difference between customer success and customer support. For Sameer, both functions are critical to an organization; support and success are built on the foundation of customer delight. However, he thinks support is more transactional and more “break/fix.” So, you need to be prepared.

Scale 59

Scale Customer Success Sales Hiring Social Media 59

User Pilot

AUGUST 19, 2024

It features contributions from seasoned product veterans like Marty Cagan, delving into topics like product strategy, team leadership, company culture, and the overall philosophy of building successful products. Inside Intercom : This blog offers a wealth of resources from one of the leading customer communication platforms.

Leadership 52

Leadership Scale Interviewing Market Research 52

User Pilot

JULY 21, 2024

Masters of Scale with Reid Hoffman : While not solely focused on retention, this popular podcast often features discussions on scaling businesses, which inherently involves retaining customers. Ryan Hamilton, the podcast delves into the psychology of customers and how to create experiences that resonate with them emotionally.

Retention 52

Retention Management Sales Recruiting Scale 52