Intercom, Inc.

JUNE 9, 2021

That used to mean welcoming them to the company in person but, like everyone, we’ve had to adapt to a new way of onboarding over the past year. The COVID-19 pandemic has completely disrupted the way we work and forced us to reinvent how we onboard new colleagues. Our remote onboarding program has come a long way since then.

Onboarding 253

Onboarding Sales Hiring Scale Systems Review 253

Intercom, Inc.

OCTOBER 7, 2020

In the not-too-distant past, customer support was seen as a hassle, a cost that had to be borne but which was really just a tax on success. If it wasn’t for those pesky customers with problems, profits would be through the roof, right? There is no escaping the fact that supporting your customers costs money.

Customer Support 196

Customer Support Investment Scale Churn 196

Intercom, Inc.

FEBRUARY 10, 2022

Customer support has never been a walk in the park. To keep up with these changes, last year we released our first Intercom Customer Support Trends Report. To keep up with these changes, last year we released our first Intercom Customer Support Trends Report. Last month, we published the second edition.

Customer Support 211

Customer Support Trends Technical Review Headcount 211

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

USIO

FEBRUARY 19, 2025

Usio PayFac-as-a-Service Without the Drama Best for: SaaS companies that want revenue share, fast onboarding, and actual human support. Customer Support Rating: 10/10 Actual humans answer the phone. Customer Support Rating: 7/10 Good luck if you dont have dev resources. Thats Stripe support.

PayFac as a Service 179

PayFac as a Service Merchant Services Payfac Payments 179

Intercom, Inc.

FEBRUARY 12, 2020

. “These sessions are an integral part of how we build and nurture a customer-centric culture at Intercom” Our support team hosts regular customer support sessions, where new and experienced Intercomrades get to join members of our Customer Support team and answer tailored customer queries in the inbox.

Scale 193

Scale Customer Support Scaling Education 193

SaaStr

MARCH 9, 2025

Previously, he led design teams at LinkedIn where he built recommendation products for product onboarding and developed AI chatbots. The 86% loyalty factor : Companies that provide strong onboarding and continuous educational experiences see 86% higher customer loyalty rates – making AI-powered personalization a critical retention tool.

AI 205

AI Scale Education User Experience 205

TechEmpower SaaS

NOVEMBER 13, 2023

As part of the onboarding process, the app asks both job seekers and employers what they’re looking for - in a text box - while providing a few suggestions in a pop-up. Even with the pop-up suggestions, we saw significant drop-off during user onboarding. This isn’t just our opinion - our startup metrics prove it!

Generative AI 443

Generative AI Artificial Intelligence AI New CTO 443

TechEmpower SaaS

MARCH 4, 2024

Post-sale, AI analyzes customer data to improve service and loyalty, making it a cornerstone of modern sales methodologies. This AI-centric approach transforms sales into a data-driven field, emphasizing efficiency and personalized customer experiences.

Generative AI 443

Generative AI CTO Hire AI Sales Recruiting 443

User Pilot

FEBRUARY 22, 2024

Great SaaS customer support is the key to keeping your customers happy and satisfied with your product. It powers your customer relationships, enabling you to build lasting connections with customers. This article examines how to create an exceptional customer support strategy.

Customer Support 102

Customer Support SaaS AI Search Software Review 102

User Pilot

AUGUST 26, 2024

The key is to delight customers with a frictionless onboarding experience. Customer onboarding in EdTech platforms sets the tone for what users can expect in the next stages. In this article, we’ll outline a few effective customer onboarding techniques for EdTech platforms to help you get it right.

Onboarding 105

Onboarding Social Media Education Engagement 105

User Pilot

DECEMBER 31, 2024

While your product managers use our analytics reports to track product usage, your engineering teams can use our session replays to uncover bugs, and your customer support team may use our in-app help center feature to offer self-service and reduce support tickets. Customer testimonial. Pendo vs. Userpilot. party emojis).

Technical Review 105

Technical Review Underperforming Technical Team Software Review Onboarding 105

User Pilot

OCTOBER 31, 2023

Onboarding is vitally important for any SaaS owner or product manager. Taking users through your product or service using an onboarding call is a pretty standard part of the customer onboarding process. They are typically led by your sales team or a customer success manager. What is onboarding?

Onboarding 105

Onboarding Scale Customer Success Scaling 105

User Pilot

AUGUST 8, 2024

The company realized their current onboarding solutions weren’t adequate, so they decided to give Userpilot a go. TL;DR Challenge : Talana faced difficulties providing effective onboarding and in-app communication for their product. Results : With Userpilot, Talana improved customer engagement, in-app messaging , and customer support.

Onboarding 105

Onboarding Software Review Technical Review Communication 105

User Pilot

APRIL 21, 2024

Are you using in-app customer support to resolve your users’ issues faster and streamline the support process? By integrating customer support directly into your software app or website, you can: Boost user retention. Improve customer satisfaction. Book a demo to learn more.

Customer Support 98

Customer Support Software Review Systems Review Mobile 98

User Pilot

AUGUST 22, 2024

This is because the client onboarding process in financial services faces unique challenges. More importantly, we show you how to improve your onboarding and how Userpilot can help. Userpilot offers a range of customer onboarding, feedback collection, and analytics features for financial services and products.

Payment Services 111

Payment Services SaaS Payments Onboarding Payment Solutions 111

Tom Tunguz

MARCH 8, 2020

Most of the time, customers suggest these integrations as part of their feedback to account management and customer support. The more streamlined the customer onboarding, the more effective marketplaces will be for you. Technology partnerships: these are integrations with other products.

Scale 349

Scale AWS Consulting Sales Enablement 349

User Pilot

JUNE 10, 2024

Researching customer onboarding strategies for your SaaS product? The article shares 17 tried-and-tested customer onboarding tactics that will help you build delightful user experiences and drive product growth. Create a welcome series of in-app and email messages to greet users and kick off onboarding.

Onboarding 105

Onboarding Strategy Social Media Churn 105

User Pilot

AUGUST 23, 2024

How does customer onboarding in banking work? You will also learn the main challenges involved in the onboarding process in banking, best practices and explore the best onboarding software tools for the job. The process establishes the foundation for the bank-customer relationship. Let’s dive right in!

Banking 105

Banking Onboarding compliance Scale 105

User Pilot

DECEMBER 30, 2024

While the product adoption platform offers decent user onboarding and engagement features, it lacks advanced analytics capabilities and is quite expensive. Overview of Chameleon Chameleon is a no-code user onboarding platform that lets SaaS teams create in-app experiences to engage and retain users. Onboarding checklists in Userpilot.

Software Review 105

Software Review AI Search Pricing Onboarding 105

Stax

MARCH 16, 2025

However, by cutting churn in half (to 2.5%), the company could save $150,000 annually while maintaining a stronger, more engaged customer base. A lack of onboarding Onboarding is critical when it comes to successful user adoption of a new product. This helps alleviate confusion.

Payment Solutions 88

Payment Solutions Software Review Churn SaaS Payments 88

SaaStr

DECEMBER 25, 2020

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. The guys that paid > $100,000 a year? So fire the small ones, the annoying ones, the non-core ones, you say?

Sales Hiring 338

Sales Hiring Customer Success Customer Support Revenue 338

User Pilot

MAY 29, 2024

Looking for user onboarding teardowns to help you create an onboarding process for your SaaS? TL;DR A user onboarding teardown is an analysis of the onboarding steps and tactics. Userpilot leverages its own tool for onboarding. Groupize gamified its onboarding with an interactive assistant, G.G.

Onboarding 105

Onboarding Social Media Mobile AI 105

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. Low conversion rates.

Investment 276

Investment Scale Software Review Systems Review 276

SaaStr

MARCH 17, 2021

The problem is that customer data exists across multiple applications and databases, including your CRM, ERP, reporting and analytics, and customer support. Integration brings together data trapped in various systems to help you understand how customers use your products, improve engagement, and increase net retention.

Sales Hiring 324

Sales Hiring Scale Technical Review Marketplace as a Service 324

Tom Tunguz

MARCH 28, 2021

Some examples include streamlining customer onboarding. Robots read pdfs that customers provide and input that data into other computer systems. Customer support teams might use RPA robots to read the contents of an email, find an order number, look up the order, and present the support agent with some key data.

Payment Services 359

Payment Services Metrics Payment Solutions Payments 359

User Pilot

NOVEMBER 7, 2024

Journey mapping & management : Visualize the customer journey to identify key touchpoints and optimize engagement strategies, ensuring a personalized experience throughout their lifecycle. out of 5 stars Pricing : Only available upon request, but customer reviews suggest basic pricing starts at $15,000 per year. G2 rating : 4.4

Customer Success 105

Customer Success Enterprise Software Review Startup 105

SaaStr

FEBRUARY 28, 2020

And importantly, even if you do a lot of things well — one bad piece of the customer experience can ruin even the best elements of support: The experience as a prospect and with sales should be great. The onboarding experience should be great. What % of your customers are 100% deployed at the time they paid?

Scale 275

Scale Onboarding Pricing Customer Support 275

Intercom, Inc.

JULY 1, 2019

High customer retention is built on great product onboarding. “Product onboarding is the key to customer retention” The key area – and the area that’s most under-invested in for most businesses – is onboarding a customer successfully. Product onboarding is the key to customer retention.

Retention 223

Retention Onboarding Subscription Payment Features 223

User Pilot

NOVEMBER 7, 2024

Product demos can be used at various stages in the customer journey, such as on your website to engage potential customers, in email campaigns to nurture leads, during sales calls to provide a “try before you buy” experience, and for customer onboarding to help new users get up to speed quickly.

Payment Methods 103

Payment Methods Payment Solutions Software Review SaaS Payments 103

SaaStr

FEBRUARY 24, 2020

More bespoke onboarding. Calling customers. Better customer support. Q: What are the most effective ways of increasing SaaS activation rates? There are a lot of great tactics on increasing activation rates. Assigning a CSM immediately. Weekly webinars. Better documentation. In-app workflows and guidance.

SaaS 243

SaaS Customer Support Onboarding Customer Success 243

User Pilot

JANUARY 16, 2024

The customer onboarding process flow chart is a tool that’s essential for optimizing your activation and adoption efforts. TL;DR A customer onboarding process flow chart is a visual tool that outlines the key stages of customer onboarding , aiding SaaS teams in creating consistent and effective onboarding experiences.

Onboarding 105

Onboarding AI Retention Scale 105

SaaStr

JULY 20, 2024

Invest Heavily in Onboarding Your typical employee takes about three to six months to get ramped. That’s a lot of time in startup land and doesn’t work, so you want to think about how to compress these onboarding times so employees hit their stride much quicker. They might even take a year to really hit their stride.

Sales Recruiting 302

Sales Recruiting Sales Hiring Scale Engineering 302

User Pilot

NOVEMBER 22, 2024

Among other benefits, this is useful for optimizing customer support. Customer support : Tired of deciphering vague user complaints like “it’s just not working”? Enhancing customer support. Improving onboarding. This makes it way easier to find and fix those pesky issues, fast.

User Experience 105

User Experience Customer Support Pricing Engagement 105

Intercom, Inc.

JANUARY 20, 2021

For example, our support best practices article outlines a complete strategy for how to provide personalized customer support. Of course, customers are busy. Here’s a few simple ways you can do that: Sit in on sales calls to find out what your customers want to achieve with your product.

Scale 232

Scale Technical Review Education Customer Support 232

SaaStr

SEPTEMBER 11, 2024

Lucid launched in 2010 (before PLG was a term), and their team had an intense focus on product early on, so much so that the COO at the time read through hundreds of thousands of customer support tickets to hear directly from customers. In their first year, they had their first paying customer.

Scale 310

Scale Scaling Sales Hiring compliance 310

SaaStr

NOVEMBER 24, 2020

Products include CRMs, customer support, IT management, project management, HR and much more. Join members of their solution engineering team on December 9 at 9 AM PST for a workshop on Stop Losing Customers : 5 Steps to Creating Customers for Life with Freshworks. .

Scale 296

Scale Scaling Outsourced Development compliance 296