SaaStr

APRIL 25, 2019

It’s never remotely easy until you have a steady stream of leads and a decent 1.0 Don’t expect a sales magician. You ideally need to close the first 10–20 customers yourself, and then hire sales folks to help. You ideally need to close the first 10–20 customers yourself, and then hire sales folks to help.

Scale 252

Scale Sales Hiring Scaling SaaS 252

Intercom, Inc.

NOVEMBER 30, 2021

Customer support is more business-critical than ever. But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks.

Technical Review 249

Technical Review Customer Support Payment Methods Payment Solutions 249

SaaStr

JANUARY 5, 2022

At Box, there was a culture and mindset shift early on that customer-facing teams shouldn’t live in silos. Every customer-facing team is on the renewals team: customer success, sales, product, customer support, marketing, and of course, renewals. When it comes to your sales team, productivity is paramount.

Scale 306

Scale Scaling Sales Hiring Software Review 306

Intercom, Inc.

FEBRUARY 12, 2020

We all talk a good game about the customer being the most important thing in our business. But the truth is, as most companies scale, the customer can feel further and further away. Customer empathy is often one of the first things to suffer as companies grow from startup to scale-up.

Scale 193

Scale Customer Support Scaling Education 193

SaaStr

JULY 29, 2022

Jason recently opened up an AMA on Twitter Spaces to answer questions about how to scale faster. And I’ve watched them fairly quickly scale, to soon they’ll be at 10 million in revenue. As they scaled, they radically changed how they did sales. Jason Lemkin: Okay. Let’s get it going. Times are good.

Scale 277

Scale Scaling Sales Hiring Enterprise 277

Intercom, Inc.

MAY 25, 2021

. “How can you ensure that your support team is still providing personable, conversational support at scale?” ” So as customer support becomes increasingly digital-first, how can you ensure that your support team is still providing personable, conversational support at scale?

Customer Support 260

Customer Support Scale Scaling Communication 260

SaaStr

DECEMBER 11, 2024

AI-powered Customer Onboarding and Customer Support We’re seeing a lot of companies using either AI tools they built themselves or through 3rd-party AI SaaS vendors have success helping users understand a new behavior or use a product for the first time. What’s Currently Working in AI for SaaS 1.

AI Search 290

AI Search AI Artificial Intelligence B2B 290

SaaStr

MARCH 23, 2025

How Much of Customer Support Will AI Replace? How Codeium /Windsurf Built A Billion-Dollar AI Company and a Winning Sales Machine #2. The Top 10 Customer Success Metrics Investors Care About in 2025 with Gainsight CEO Nick Mehta #4. Gartner Says 80% #5. Top Pods and Vids: #1.

Scale 165

Scale AI Sales Customer Support 165

Intercom, Inc.

APRIL 6, 2022

Tailored, in-context experiences have become table stakes, making the one-size-fits-all approach to customer communication a thing of the past. With that in mind, the challenge businesses now face is striking the right balance between personalization and scale – which, historically, has been a tricky line to walk.

Scale 230

Scale Scaling DevOps as a Service Communication 230

Intercom, Inc.

DECEMBER 10, 2020

From reactive to proactive customer support. That’s where customer success differs from customer support. Traditional customer support is reactive; something has to stop working before the customer reaches out with an issue. On the other hand, customer success is proactive.

Scale 223

Scale Customer Success Scaling B2B 223

SaaStr

FEBRUARY 15, 2022

E.g., Sales +Marketing Expenses < First Year ACV = Success ? But maybe not while you are scaling, you can often afford to invest more if you have funding. One you may not have heard but it’s a good one — is Hire One Customer Success Manager for every $2m in ARR. I.e., keeping the Magic Number at or above 1.0.

Scale 264

Scale Customer Success Sales Hiring Scaling 264

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.

JULY 1, 2020

Simultaneously, support teams are struggling with spikes in conversation volumes. A proactive customer support approach is the key to regaining control. The typical support “strategy” is to let common issues roll in for support reps to address. What is proactive customer support?

Customer Support 239

Customer Support Scale Education Onboarding 239

Intercom, Inc.

JUNE 23, 2020

The internet is also driving an explosion in customer choice, allowing them to easily switch to businesses who provide better experiences. Delivering those better experiences requires a fundamentally new way to do customer support, a messenger-based approach that works at internet scale.

Customer Support 245

Customer Support Scale Underperforming Technical Team Scaling 245

SaaStr

APRIL 4, 2025

Agentin: Autonomous Agents for Customer Support What They Do : Agentin has built an autonomous agent platform that handles complex customer support workflows from end-to-end without human intervention. Why It Matters : Customer support teams are drowning in tickets, with resolution times getting longer, not shorter.

AI Search 179

AI Search AI Startup Scale 179

Intercom, Inc.

NOVEMBER 18, 2020

Automation supercharges support, empowering teams to provide personal support at scale without overstretching your team – and our data shows support leaders are hungry for more. . The results reveal a clear appetite and need for automation to meet the challenges of a rapidly evolving support environment: .

Customer Support 223

Customer Support Trends Scale Scaling 223

Intercom, Inc.

JULY 6, 2021

We share their advice for other leaders looking to expand their customer care to more languages and timezones. The ROI of global customer support. Setting up global customer support requires dedication and investment. So excellent global customer support can be a source of revenue. Increased revenue.

Customer Support 232

Customer Support Strategy Scale Retention 232

Intercom, Inc.

JUNE 15, 2021

Agile principles can be a North Star for time-strapped support teams, helping them to keep the customer’s needs at the heart of their decisions so they can provide fast, personal support at scale. At WeTravel , adopting agile has allowed our small support team to focus on delivering big value to our customers.

Scale 235

Scale Payment Methods Payment Services Scaling 235

Intercom, Inc.

DECEMBER 2, 2019

Although it may seem like a no-brainer for businesses to offer customer support in multiple languages, in a recent survey we found that the vast majority of businesses struggle to implement an effective multilingual support strategy. Benefits of multilingual customer support. Here are our key findings: 1.

Scale 209

Scale Outsourcing Services Scaling Technical Review 209

Intercom, Inc.

JULY 11, 2019

It becomes harder for the folks running things to make time to be inside their customers’ minds. If you’re a leader, he says, don’t try to scale your job. 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.

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

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

SaaStr

MARCH 9, 2025

Jess Clark, Head of User Experience at Calendly Jess leads Calendly’s user experience initiatives, working closely with Steven to create intuitive scheduling experiences that help people connect more efficiently and achieve their desired outcomes. His background combines deep product strategy with practical AI implementation experience.

AI 207

AI Scale Education User Experience 207

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

Intercom, Inc.

NOVEMBER 24, 2020

We recently released more than 20 new features that make Intercom better at handling complex queries and therefore a better tool for offering world-class support at scale. The features combine to allow for sophisticated ticketing workflows behind the scenes, but with all the advantages that make our Messenger so popular with customers.

Customer Support 211

Customer Support Scale Data User Experience 211

Intercom, Inc.

NOVEMBER 4, 2020

The Conversational Support Funnel can help you stay on top of your support, without increasing your overhead. Below, we share our favorite tips for proactively and automatically resolving queries, at scale. The post Tips for creating a great customer support experience during the holidays appeared first on Inside Intercom.

Customer Support 228

Customer Support Technical Review Scale Headcount 228

Tom Tunguz

SEPTEMBER 6, 2023

For example, next generation marketing software might ingest structured data from Google Analytics and lead capture software as before. Data lakes allow for the storage of both structured and unstructured data at scale. For example, synthesizing insights across sales and customer support conversations to prioritize product road maps.

Artificial Intelligence 316

Artificial Intelligence Software Data Scale 316

Sales Hacker

MARCH 4, 2025

As a key GTMfund partner, they equip sales and marketing teams with top performers. If you’re hiring for sales or marketing roles, reach out to Pursuit at pursuitsalessolutions.com/gtm or message a GTMfund team member. But I imagine it also leads to some, some friction and alignment issues. And then along the way.

Scale 77

Scale Scaling Sales Hiring Technical Review 77

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

JULY 20, 2024

Dedicated Slack Channel For Every Metric From the early days at Secureframe, they have had a dedicated Slack channel for every metric: every net new sale, every expansion, every churn, and every expense. But the reality is, if you’re scaling from $1M to $20M in ARR, you’re going to need to become best friends with your executive recruiters.”

Sales Recruiting 304

Sales Recruiting Sales Hiring Scale Engineering 304

Tom Tunguz

MARCH 8, 2020

To make a partnership successful, your startup will need to teach another sales team to sell your product. That means understanding your ideal customer profile, developing enablement materials to close those customers, and training new account executives to succeed in that effort consistently. The sales team asks for more leads.

Scale 349

Scale AWS Consulting Sales Enablement 349

ChurnZero

NOVEMBER 8, 2024

In the world of customer success, there’s a constant pressure to scale while maintaining that personal touch that keeps customers loyal and engaged. The challenge is that traditional customer support tools are not built to handle “human touch” at scale. AI can unlock empathy at scale.

Generative AI 52

Generative AI Scale AI Customer Success 52

SaaStr

NOVEMBER 20, 2020

paying customers in SaaS. And it’s very hard to support them with any customer support or salespeople at that price point. At $12 a year, how much can you spend on live support? Or sales commissions? Even products that used to be super-cheap, have raised prices to achieve scale. Or even hosting?

Scale 298

Scale SaaS SMB Pricing 298

SaaStr

APRIL 4, 2023

What I mean is, in the early days, everyone is excited about your Free users, your single seat customers, and the little guys. But later … that fades: Sales doesn’t want to deal with smaller leads. Customer Success wants to automate away small customers. Marketing doesn’t get much credit for tiny opportunities.

Scale 288

Scale Scaling Acquisition B2B 288

SaaStr

NOVEMBER 4, 2022

Post PMF, when you start scaling your business, burn multiple is inflated due to R&D costs, a necessity for infrastructure and platform companies. Instead, when scaling, look at CAC payback. It’s the monthly sales and marketing spend ratio to the net new monthly profit—new MRR multiplied by gross margin percentage.

Scale 49

Scale Growth Hacking Systems Review Finance 49

User Pilot

AUGUST 18, 2024

Scaling a SaaS to an 8-figure annual recurring revenue business without a traditional sales team is not just a possibility—it’s becoming a strategic imperative for many. Businesses can scale by enhancing the product experience, prioritizing customer success, and using data-driven insights to continuously improve the product.

Scale 102

Scale Scaling Sales SaaS 102

Stax

MARCH 18, 2025

It can be easy to consistently double revenue if you’re an early-stage company, but as you scale up, sustaining that becomes more difficult. Often abbreviated to CLV or LTV, this is the amount of revenue generated by a customer as long as they have an account with your SaaS company. Customer acquisition cost.

Scale 117

Scale Payment Services Payments SaaS Payments 117

SaaStr

MARCH 17, 2021

From our experience providing integrations to thousands of customers, here are the three key business process automations to help your growing company scale faster: 1. Through every sales cycle, there’s a need to share information from sales, accounting, customer success, and other teams. Customer 360.

Sales Hiring 325

Sales Hiring Scale Technical Review Marketplace as a Service 325