Intercom, Inc.

APRIL 20, 2021

The challenges facing customer support leaders are more complex than ever. They need to be able to balance efficiency with a great customer experience , meet rising customer expectations , and keep team morale high , all while ensuring that they don’t blow through their budget or burn out their team.

Scale 156

Scale Customer Support Scaling Headcount 156

Intercom, Inc.

JANUARY 18, 2022

Our new report reveals the top five trends transforming support and how to capitalize on them. Last year, as the world grappled with the global pandemic, we released our first Intercom Customer Support Trends Report. Download the Intercom Customer Support Trends Report 2022.

Customer Support 138

Customer Support Trends Headcount Finance 138

Intercom, Inc.

AUGUST 11, 2022

Armed with a messenger with automation and self-serve capabilities, your team will be empowered to deliver the exact support customers need, at the precise moment they need it – while they’re using your product, app, or service. And they’ll be able to do this efficiently, without increasing headcount or hours logged.

Headcount 237

Headcount Customer Support Strategy Branding 237

Intercom, Inc.

AUGUST 24, 2021

But at these pivotal moments, it’s just as important to prioritize your customer support strategy as it is to plan your product roadmap or your next big marketing campaign. With that in mind, here are three questions to ask when you want your customer support to grow with you – and some best practices to ensure it does.

Scale 129

Scale Customer Support Scaling Headcount 129

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

SaaStr

OCTOBER 20, 2020

It’s even true in customer support. Which customers hate, 9 times out of 10. That’s less than one saved customer a month. — you’ve more than paid for an extra customer support rep right there. No headcount limits. A great one. No one picks up the phone. No budgets.

Sales Hiring 344

Sales Hiring Headcount Engineering Banking 344

Intercom, Inc.

DECEMBER 10, 2021

Today, we’re unveiling the results of a new study that explores the impact that the global supply chain crisis is having on holiday shoppers and customer support teams. What to do: Increase your efficiency without increasing headcount using bots and automation. The support leader’s guide to personal, efficient human support.

Headcount 195

Headcount Customer Support Scale AI 195

The Angel VC

MARCH 23, 2016

If you have a SaaS startup with a higher-touch sales model where revenue growth is largely driven by sales headcount, the plan needs to be modified accordingly. With the exception of the VP of Sales role, sales staff headcount planning is done on the separate "Sales Team Hiring Plan" tab (re-using a model that I've built for this post ).

SaaS Payments 217

SaaS Payments Headcount SaaS Payment Methods 217

Intercom, Inc.

JULY 28, 2021

Technology plays a critical role in providing customer support at scale. With the right automation underpinning your tech stack, your support team can be empowered to strike the right balance between personalized support and efficiency – something that’s no longer a “nice-to-have” when customer expectations are at an all-time high.

Headcount 239

Headcount Scaling Customer Support Mobile 239

Tom Tunguz

AUGUST 4, 2024

or too few applicants for a particular role like customer support. Whatever the reason, the challenge is the same facing a hiring manager : difficult recruitment to maintain or grow headcount. For example, accounting graduates have fallen approximately 18% since 2016. Last, margin pressure.

AI 203

AI Software Review Marketing Systems Review 203

Intercom, Inc.

JULY 14, 2020

Responding to all customers in “real time” adds operational complexity and places potentially unnecessary pressure on your support team. Maintaining a 100% real-time experience typically requires: Increasing headcount to keep pace with a growing customer base and their conversations.

Headcount 224

Headcount Retention Customer Support Scaling 224

Intercom, Inc.

JULY 8, 2020

But until recently, businesses have had to settle for “good enough” customer support. Happier customers and a happier support team. Out with the old: disjointed customer experiences. I’ll get straight to the point: most customer support experiences leave a lot to be desired. The result?

Headcount 203

Headcount Social Media Customer Support Scaling 203

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.

AUGUST 13, 2019

They can also route customer conversations to the team best equipped to handle their questions and can even provide answers to simple customer questions like, “How can I add more users?”. Why automate your customer service? But I get it – live chat isn’t always the most convenient option for customers.

Underperforming Technical Team 279

Underperforming Technical Team Customer Support AI Headcount 279

Intercom, Inc.

DECEMBER 2, 2019

For online businesses, our customers can come from any part of the world and at any time. How do you ensure a great customer experience globally without adding a ton of headcount? However, that means there is a huge opportunity for businesses who are able to scale personal, effective support.

Scale 209

Scale Outsourcing Services Scaling Technical Review 209

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

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

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

Intercom, Inc.

NOVEMBER 11, 2020

Customer support is evolving. But how are support leaders staying ahead of rising conversation volumes and sky-high customer expectations? Our new report reveals that conversational, messenger-based support is key. Discover five trends transforming the support industry along with tips on how to capitalize on them.

Headcount 145

Headcount B2C Customer Support Trends 145

Intercom, Inc.

FEBRUARY 24, 2020

Today we’re introducing Resolution Bot – the next generation of Answer Bot, our intelligent support chatbot that automatically answers customer questions. We believe automation will transform the way that businesses support their customers. But until now, support bots have stopped short of fully resolving customer issues.

Headcount 40

Headcount Artificial Intelligence Machine Learning Customer Support 40

Intercom, Inc.

AUGUST 5, 2020

. “The problem is, as companies grow, we tend to approach efficiency and customer experience as two diametrically opposed choices” In Intercom’s early days, our co-founder Des sent 100 emails everyday , each one personalized, to prospective customers. Striking a balance with conversational support. .

Scale 204

Scale Headcount Scaling Customer Support 204

SaaStr

JUNE 7, 2021

” It might come with customer support, or it might come with training, or whatever you decide it comes with, you don’t charge for that. There’s revenue drive headcount or does headcount drive revenue, and it’s sounds like you’re squarely in the former camp, that you derive headcount from revenue.

Sales Hiring 340

Sales Hiring Underperforming Technical Team SaaS Headcount 340

Intercom, Inc.

MAY 21, 2020

You wouldn’t want to deploy automation for a customer who has specifically requested a human touch, for example. Today’s customer support teams must walk a fine line between robotic troubleshooting and empathetic help. It’s all part of keeping support personal, one of Intercom’s primary missions. Thank you for having me.

Scale 221

Scale Sales Hiring Customer Support Headcount 221

Intercom, Inc.

JULY 11, 2019

Since 2010, he’s helped the company grow to more than 40,000 customers and helped scale the support team to more than 500 employees to assist those users. Here are five quick takeaways: Most sales and support teams talk about their jobs as a funnel. How do you guys think about communicating the ROI of customer support?

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

Intercom, Inc.

JULY 27, 2022

As companies and their headcounts grow, so do their tech stacks. This is the fourth post in a content series exploring Intercom’s investment in supporting enterprises. Removing this button would inevitably have created more manual work for the customer support team as customers reached out directly to cancel their orders.

Enterprise 205

Enterprise Headcount Engineering Cloud 205

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. Strong, scalable support.

Scale 193

Scale Forecasting Headcount Trends 193

Intercom, Inc.

NOVEMBER 3, 2022

Scaling a support team is challenging enough as it is. You’re investing resources in hiring and training the right people, tracking different metrics at different stages, adding more and more complexity with each increase in headcount, use cases, and customers. Liam: Why are customer support teams so vital?

Scale 206

Scale Outsourcing Services Software Sales Hiring 206

Intercom, Inc.

MARCH 17, 2021

Jean-Bernard Baptiste is a Senior Manager of Customer Support at HubSpot , a platform built to enable business growth across marketing, sales, and customer service. In the support organization, Jean-Bernard is one of the senior managers overseeing HubSpot’s North and Latin American support efforts.

Scale 138

Scale Scaling Technical Review Business 138

Stax

JULY 1, 2024

Yet it isn’t always cost-effective to hire an in-house team to manage payroll, especially for businesses with a small headcount. TL;DR Small businesses have specific payroll needs thanks to challenges such as growing headcount, limited resources, and a lack of internal payroll expertise. Full Service costs $29.99

Payment Solutions 88

Payment Solutions Payment Services Payment Methods Payments 88

Intercom, Inc.

JULY 26, 2022

hours per week by the number of people on your support team to get your weekly total of lost time ????). For customer support teams, this directly impacts the quality of the experience you can deliver. Use automation to make your headcount count for more. Now multiply that 2.5 Time savings: ????. Cost savings: ????.

Payment Methods 118

Payment Methods Payment Solutions Payments Payment Services 118

ChurnZero

JANUARY 17, 2025

Gross Profit Margin measures the cost efficiency of delivering your product or service, factoring in costs like hosting and some customer support. CAC Payback Period helps CFOs measure how long it takes to recoup customer acquisition costs through recurring revenue. 3: Take these initiatives to collaborate better with your CFO.

Customer Success 52

Customer Success Benchmarks Headcount Scale 52

Intercom, Inc.

MAY 9, 2018

It’s simple math: if everyone has to be involved in every decision, doubling your headcount quadruples the distinct conversations needed. the best content on product management, marketing and customer support. But this doesn’t last as the company grows. Obviously this doesn’t scale well. Sign me up. You’re all set.

Scale 182

Scale Sales Hiring Headcount Scaling 182

Intercom, Inc.

NOVEMBER 9, 2021

By allowing support teams to get ahead of known problems and provide help to customers before they need to reach out, proactive support has enabled major companies to scale their support without increasing headcount, drive down inbound conversation volumes ( in some cases by up to 80% ), and maintain incredible customer satisfaction ratings.

Scale 118

Scale Customer Support Headcount Engagement 118

FastSpring

JANUARY 31, 2023

You’ll be able to manage all aspects of the payment lifecycle from your FastSpring dashboard without adding extra software or headcount. Personalized customer support: Although we give you complete control over your checkout, our team is always available to help you build the best checkout experience for your business.

Payment Services 147

Payment Services Payment Methods Merchant Services Software Review 147

Intercom, Inc.

DECEMBER 15, 2020

With customer expectations on the rise, we look to find out how support leaders are creating best-in-class experiences to meet those expectations, and what support teams need to be set up for success as the future unfolds. It’s really powerful when your company can leverage that brain that you have in the support organization”.

Payments 118

Payments Payment Services Payment Solutions Payment Methods 118

Intercom, Inc.

JULY 31, 2019

You might think chatbots are only for customer support, but using them to answer your customers’ questions is just one way to leverage chatbots. But how do you staff live chat for your marketing without ballooning your headcount? By using chatbots. What is chatbot marketing?

Marketing 177

Marketing Pricing Headcount Engagement 177

Intercom, Inc.

JULY 21, 2022

Things like media companies, finance companies, retail companies, sales functions, marketing functions, and customer support. The great thing about performance marketing is the ROI is really obvious, so you can justify increased spend and headcount based on the performance, and that’s what we’ve done.

Outsourcing Services 215

Outsourcing Services Sales Hiring CTO Hire Acquisition 215