SaaStr

MARCH 9, 2025

Meeting intensity KPI challenge : Sometimes AI efficiencies can reduce a company’s core metrics (like Calendly’s “meeting intensity”), requiring leadership to make conscientious decisions about value tradeoffs. That’s what Calendly’s leadership team discovered as they embarked on their AI journey.

AI 205

AI Scale Education User Experience 205

SaaStr

DECEMBER 27, 2024

The Future of AI in Customer Support While many vendors are achieving similar baseline results with AI customer support, Brian believes we’re still early in unlocking its full potential.

AI 287

AI Marketing SaaS Interviewing 287

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

SaaStr

MAY 19, 2022

Supporting your customers is a crucial component of building a great product. You iterate and develop your products according to your customers’ needs, which first requires you to listen to them. With great product and customer support teams in place, you are ready to do this. Focus on B2B and B2C.

Development Team Review 296

Development Team Review B2C Compensation Technical Review 296

Sales Hacker

FEBRUARY 7, 2025

As the company expanded its offerings, Nosto introduced modular pricing options, allowing customers to build their own plans by selecting the specific tools and services they needed. The Scaling Stage: Building Market Leadership The scaling stage is where a SaaS company seeks to solidify its position as a market leader.

Pricing 113

Pricing Scale SaaS Technical Review 113

Intercom, Inc.

JUNE 8, 2021

Not too long ago, customer support was viewed as a cost center, not a value driver. It was seen as a necessary part of a business, but not something that drove revenue or influenced customers’ buying decisions. Study after study shows how important a great customer experience is to today’s consumers. That time is over.

Technical Review 222

Technical Review Underperforming Technical Team Customer Support Marketplace as a Service 222

Intercom, Inc.

JULY 16, 2019

Communication : When needed, communication with customers, support, sales and leadership can occur. This can be done by the Customer Support team or through informal channels. This was managed by engineers with some oversight from engineering leadership. Defining principles.

Scale 215

Scale Technical Review Management Software Review 215

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

OCTOBER 17, 2022

The most important part of planning your CS program is mapping out your customer journey. At this early point, your customer journey does not need to be a long, multi-page document. You can figure it out with your leadership team and a whiteboard. Customer Success is not Customer Support. Just do it.

Customer Success 246

Customer Success Sales Hiring Scale Leadership 246

Intercom, Inc.

MAY 18, 2021

A commissioned study by Forrester Consulting on behalf of Intercom, Drive Conversational Experiences For A Future-Ready Customer Support Strategy , reveals how conversational experiences are fuelling customer retention and business growth for global companies. Get your copy of the thought leadership paper.

Scale 210

Scale Business Consulting Leadership 210

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. Download your copy of the thought leadership paper now. Sound familiar?

Underperforming Technical Team 232

Underperforming Technical Team Technical Review Scale Headcount 232

Intercom, Inc.

JUNE 9, 2021

Information has been provided in a way that is easily digestible and easy to apply” – Caijsa, Customer Support Specialist. I really liked the opportunity to meet different people and introduce myself to as many people as possible, especially when working from home” – Shauna, Customer Support Specialist.

Onboarding 253

Onboarding Sales Hiring Scale Systems Review 253

Intercom, Inc.

MAY 18, 2018

My own experience is instructive – I joined Intercom as the 6th Customer Support teammate in the Dublin office when we were about 20 as a global team. On our Customer Support team, those criteria look like this: Must haves: Customer focus (prioritize customers above other tasks).

Strategy 222

Strategy Construction Customer Support Scaling 222

Sales Hacker

NOVEMBER 29, 2024

Prior to Klaviyo she was the Group Vice President of Customer Success at DocuSign, where she built and lead successful strategies that delivered key customer outcomes and results. Kim’s extensive background also includes leadership positions in Customer Success at renowned technology companies such as Adobe, Qlik, and Symantec.

Investment 113

Investment Technical Review Development Team Review Scale 113

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

User Pilot

AUGUST 31, 2024

Whether you’re a seasoned professional or new to the field, understanding the nuances of customer support specialists is essential for success. 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 Scale Healthcare Leadership 52

Intercom, Inc.

APRIL 14, 2022

I am delighted to share that our senior leadership team here at Intercom continues to grow. He’s also served in leadership roles at Mulesoft, Salesforce, Accenture, and Booz Allen. Welcome Declan Ivory, VP of Customer Support. Declan is joining us from Google where he was Director, Cloud Technical Support for EMEA.

Technical Support 129

Technical Support Leadership Acquisition Customer Support 129

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

FastSpring

MARCH 8, 2024

Here’s how FastSpring not only rose to the challenge but continues to impress Ovi and the SocialBee team, especially with: A dedication to listening to customers’ needs and providing communicative customer support. An actively involved leadership team that gets to know customers personally.

Merchant Services 158

Merchant Services Payments Subscription Payment Features 158

SaaStr

MAY 13, 2021

You may get 1 or 2 bigger customers, but don’t start in the enterprise unless you know the enterprise, 95 times out of 100. Do all the sales, customer support, post-sales yourself, as much as you can. Secret : Customers LOVE to talk to the CEO. Be always on the front lines. Even the CEO of a 2-person company.

SaaS 315

SaaS Enterprise Customer Support Sales 315

Intercom, Inc.

MARCH 25, 2021

This question has been shaping customer experience expert Jeanne Bliss ’s career for as long as she remembers. Jeanne is one of the leading voices on customer-centric leadership. In fact, she wrote her first book, Chief Customer Officer , long before that type of role was even widely known. The lesson?

VP of Engineering 181

VP of Engineering Scale Business Leadership 181

Intercom, Inc.

SEPTEMBER 7, 2021

If only senior leadership is involved in decision making, it increases the risk of stagnation. Sourcing ideas from your support team means you’re more likely to get a more diverse set of responses. 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

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

SaaStr

NOVEMBER 10, 2023

Especially to bigger customers. Doing customer support for Europe every night for 3 months. Not being able to get the team to build something truly mission-critical, losing hugest deal because of it. You can’t do it all on your own. Never really slept. Not closing the epic VP of Engineering I really needed.

Part-Time VPE 287

Part-Time VPE Banking Engineering Customer Support 287

Intercom, Inc.

JULY 11, 2019

In a company’s early days as a lean, mean, business machine, it’s fairly easy for leadership to stay in sync with their users. But as the business becomes more successful – and there are resources to build a support team – additional layers begin to separate executives from their customers. How to check the customer’s pulse.

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

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

Intercom, Inc.

MAY 15, 2018

In a business climate where customer support is often considered a cost center, we’ve seen firsthand that investing in real-time support actually drives revenue and customer satisfaction. It does, however, come with its fair share of operational challenges. From there came the rollout.

Revenue 193

Revenue Scale Communication Customer Support 193

Intercom, Inc.

JULY 19, 2018

But as Jean and Edmond will now tell you, following years of engineering leadership at Quip, Quora, Medium and more, that simply isn’t the case. They’ve now started a company together, Co Leadership , to help pave the road for engineers to become leaders. Leadership is a mindset, not a title. Louis: How do you define leadership?

Engineering 135

Engineering Leadership Software Review Technical Review 135

SaaStr

JULY 12, 2023

In the early days at Adobe Sign / EchoSign, I did the customer support shift from 11am-6am. And I only checked email once a day, once I had real VPs in place (before that, when I was the VPs, I still had to be on email all the time). It’s tough to take any time off until you have a management team, at least a partial one. You need it.

Startup 246

Startup Customer Support Management Leadership 246

SaaStr

FEBRUARY 21, 2024

There are usually 10-12 segments, so it’s a great alignment exercise with leadership. The technologies in the space are pretty similar, so people are looking for partners that make them feel secure and supported on their journey. Thankfully, Drata has a lot of G2 reviews for customer support and expertise, so they lean heavily on that.

AWS 282

AWS Scale Sales Hiring Marketing 282

SaaStr

OCTOBER 4, 2024

So Klaviyo had this belief that if they could just say, “Hey, look, we’ve got these super fans” and then share that information back to Shopify team, then the folks on the front line, their sales team, their customer support team could feel comfortable recommending them. The bet paid off.

Revenue 310

Revenue Scale Underperforming Technical Team Sales Hiring 310

Intercom, Inc.

MARCH 26, 2020

In this unprecedented and uncertain time, our first priority is the health and wellbeing of our staff and their loved ones, the communities we work in, and the customers we support. Our leadership team is fully engaged in the active management of our response during this challenging period.

AWS 192

AWS Business Scale Cloud 192

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

Dubb

FEBRUARY 21, 2025

Whether youre in sales, marketing, customer support, or leadership, video communication is the key to building trust, saving time, and driving The post Video for Business with Dubb appeared first on Dubb Blog. And theres no better way to connect than with a video for business.

Business 52

Business Leadership Customer Support Communication 52

SaaStr

NOVEMBER 16, 2021

Positions Needed: Enterprise CSM, Mid-Market & SMB CSM, Customer Support Reps, Implementation/Solutions Engineer. Positions Needed: Demand Gen, Product Marketing, Sales Enablement, Events/Community. Director of CSM. Team Size: 4 – 8. Director of Finance. Team Size: 6 – 7.

CTO Hire 287

CTO Hire Sales Hiring Sales Recruiting CTO 287

Intercom, Inc.

FEBRUARY 25, 2019

Because it was so bad, we – the leadership team of the product in engineering – started to swing the pendulum. CS” stands for customer support. Our customer support team is an incredibly strategic asset to our company. We consider our customer support team as invaluable insight to what our customers need.

Sales Hiring 160

Sales Hiring Scale Sales Recruiting Engineering 160

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.

Customer Success 52

Customer Success Benchmarks Headcount Scale 52