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Everyone in SaaS Needs to Do Customer Support. At Least Until You Have 50-100 Employees. But Ideally, Forever.

SaaStr

A ways back we noted a great rant by David Marcus , now of Facebook, and previously President of PayPal. Complaining his employees weren’t using PayPal apps. But PayPal isn’t Google. The answer: everyone in a SaaS company has to do a 2+ hour stint on customer support (chat, phone, whatever) once a quarter, minimum.

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A Look Back: Slack at $30,000,000 in ARR

SaaStr

First of all, weird companies, industrial paint and solvents, or shipping and logistics, and then some groups that don’t belong to those categories: some sales, some customer support, those kinds of things, but you’re right. I met you probably before that, you come out of PayPal and all this, and it’s a change.

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Adding Payments and Fintech to SaaS Can Be Great. But You Gotta Watch the Margins.

SaaStr

Ok now let’s look at some pure-play Fintechs: PayPal: 47% Gross Margins. In software, basically, the gross margin costs are running some servers and customer support. That led to $556m in net revenue (a very small % of that $300 Billion). But what they did take, was very profitable. Marqeta: 40% Gross Margins.

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PayPal vs. Braintree: Which Should You Choose?

Chargebee

Over 24 million merchants use PayPal as their payment processor. PayPal can be confusing, and its customer support could be improved upon further. While PayPal may be popular, is it the best option available? PayPal is best suited for low-volume merchants. It’s fast, secure, and easy to use.

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The SaaS Org Chart Live with David Sacks (Podcast #491 and Video)

SaaStr

David’s first foray into SaaS was in 1999 when he joined a startup that would become PayPal, starting as the product leader and later as the COO. Positions Needed: Enterprise CSM, Mid-Market & SMB CSM, Customer Support Reps, Implementation/Solutions Engineer. Subscribe Please do not fill in this field. billion in 2012.

CTO Hire 289
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What’s Really Happening in Venture Capital Today with Redpoint Ventures Managing Director Logan Bartlett

SaaStr

Software businesses, for the most part, require heads to grow a business through sales reps or customer support. That doesn’t mean they were all great returns along the way, but if you got into Amazon, Yahoo, eBay, or PayPal, you did quite well. Not having those people in place also leads to profitability. Have We Bottomed Out?

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FastSpring Support: 2023 Q4 Updates From Customer Support

FastSpring

Ensure that your website has robust security measures in place to protect customer data. Once a customer enters the checkout, FastSpring employs risk management to help safeguard you from fraud. Customer Support readiness : Anticipate a surge in customer inquiries and prepare your support team.