Intercom, Inc.

OCTOBER 24, 2018

How do you scale a support organization without breaking the budget or killing the quality of the customer experience? It’s an age old question for anyone leading a customer support organization, the sort of challenge that requires continuous innovation as a company and its customer base expands. Automation.

Scale 178

Scale Customer Support Scaling Strategy 178

Tom Tunguz

JANUARY 23, 2020

Companies selling to engineers and technical buyers demonstrate technical prowess first, before pitching their product. These research agencies diligence software products directly and through surveys. Slow or opaque customer support also erodes trust. A strong brand is the lagging indicator of having built trust.

Software Review 279

Software Review Technical Review Software Marketing 279

Intercom, Inc.

FEBRUARY 24, 2020

. “They needed a tool that would let their customers seek help in a fast, easy and user-friendly manner” The team also tried live chat which accelerated response time, but the tool they chose provided a suboptimal experience. They needed a tool that would let their customers seek help in a fast, easy and user-friendly manner.

Customer Support 183

Customer Support Technical Review Systems Review Software Review 183

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

TechEmpower SaaS

MARCH 4, 2024

Focusing on generative AI applications in a select few corporate functions can contribute to a significant portion of the technology's overall impact. Key Functions with High Impact Generative AI is revolutionizing sales by enabling dynamic pricing and personalized customer interactions, boosting conversion rates and customer satisfaction.

Generative AI 443

Generative AI CTO Hire AI Sales Recruiting 443

Sales Hacker

NOVEMBER 29, 2024

HG Insights has been writing market reports for years as the pioneer of tech adoption and market insights and is trusted by GTM leaders at the likes of Snowflake Five9 and Google Cloud to improve GTM efficiency. Constantly leveraging our GTM LP community network to diligence new businesses and verticals better.

Investment 113

Investment Technical Review Development Team Review Scale 113

Intercom, Inc.

MARCH 10, 2022

Great e-commerce experiences for customers are built on speedy responses, instantaneous gratification, and convenience – this is no easy feat to provide. This is where having the right tech stack comes into play. However, with the right tech stack, your team can handle even complex payment problems with ease.

Payment Methods 209

Payment Methods Technical Review Payments Payment Solutions 209

SaaStr

MARCH 17, 2021

Due to that convenience, departments and teams tend to seek out best-of-breed cloud applications, streamlining foundational and specialized functions through automation. However, trouble arises when your company ends up with a SaaS sprawl – the overall amount of adopted applications overwhelms your tech stack.

Sales Hiring 325

Sales Hiring Scale Technical Review Marketplace as a Service 325

Stax

MARCH 16, 2025

In other cases where the users may use more robust features or come across unique issues, this includes having access to a customer service representative they can reach out to. Even if you believe your technology is easy to set up and use, it may not be for the average person. Contact sales 2.

Payment Solutions 88

Payment Solutions Software Review Churn SaaS Payments 88

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

Intercom, Inc.

FEBRUARY 9, 2021

Nearly two-thirds (58%) would sever their relationship with a business due to poor customer service. 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. With empathy. “I

Technical Review 222

Technical Review Systems Review Customer Support Headcount 222

Buffer Resources

JANUARY 27, 2023

years at Buffer as a Customer Advocate is how can we use empathy effectively to enhance the customer support experience? "The Especially as I'm really out of my depth with digital technology which makes me feel rather vulnerable and are the mercy of those who know better, it is especially appreciated.

Customer Support 139

Customer Support Technical Review Technology Communication 139

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. Key Takeaways.

Development Team Review 298

Development Team Review B2C Compensation Technical Review 298

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. Userpilot is perfect for non-technical teams.

Technical Review 105

Technical Review Underperforming Technical Team Software Review Onboarding 105

Neil Patel

FEBRUARY 24, 2021

They offer a wide range of hosting options, plans at different price points, and phenomenal customer support. SiteGround also supports your WordPress website with their specifically designed features (which we’ll discuss below) and their 24/7 WordPress wizard customer support team. SiteGround: The Pros and Cons.

Technical Review 133

Technical Review Systems Review Scale Cloud 133

SaaStr

APRIL 20, 2024

AI in Sales and Marketing AI is disrupting sales and marketing, particularly in support and SDR /BDR functions, due to the shortage of skilled workers and the potential for increased efficiency and cost savings. Will AI let ICs do more, with fewer managers? And so much more! Give it a listen / watch!

Sales Hiring 306

Sales Hiring Startup Marketing Technical Review 306

SaaStr

NOVEMBER 22, 2020

Deliver repeatable value early in the customer’s journey. Review your customer’s problem journey at pre and post current stages. Determine if you want to offer Freemiums or free trials so customers can try your product before they buy. Once you figure that out, you can expand your scope. . Market Fit.

Scale 325

Scale Scaling Technical Review Systems Review 325

Neil Patel

FEBRUARY 14, 2021

This is a nice perk that sets it apart from the rest, along with its customer support options and affordable additional hosting tiers. . Say you’re a blogger getting started in your niche, Bluehost enables you to get an easy start without sweating all the technical details. Bluehost: The Pros and Cons.

Payment Methods 139

Payment Methods Technical Review Software Review Systems Review 139

SaaStr

JUNE 17, 2023

SaaS businesses were forced to adapt quickly or risk being left behind as consumer behaviors shifted dramatically due to lockdowns and social distancing measures. Analyze operations to identify inefficiencies and leverage technology for automation. It wasn’t luck – it was strategic planning and execution.

Venture Capital 277

Venture Capital Scale Technical Review Software Review 277

Intercom, Inc.

OCTOBER 12, 2021

Self-serve support allows users to resolve simple queries on their own, ensuring fast, efficient answers while minimizing the amount of repetitive questions hitting your team inbox. Finally, there’s human support, which is crucial for those tricky issues that can only be solved by a real-life person.

Underperforming Technical Team 222

Underperforming Technical Team Technical Review Payment Methods Payments 222

SaaStr

JANUARY 31, 2021

So our Top 10 videos of the week added a bunch of “new names” due to our SaaStr University: Spring Semester event. “How to Build and Sell a Product that Customers Love with Olivier Pomel, CEO Datadog” A great classic SaaStr session looking back at what it took to get Datadog to its inflection point. #6.

Scale 264

Scale Technical Review AI Sales Enablement 264

Sales Hacker

FEBRUARY 7, 2025

Early customers are often innovators and tech enthusiasts willing to try new solutions, even if the product is incomplete or buggy. It specializes in creating personalized shopping experiences for customers by leveraging machine learning and AI technologies. At this stage, startups face significant uncertainty.

Pricing 113

Pricing Scale SaaS Technical Review 113

Intercom, Inc.

JULY 16, 2019

For example, a relatively common type of incident might be a brief outage of Intercom due to a database failover. 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. Defining principles.

Scale 215

Scale Technical Review Management Software Review 215

Buffer Resources

FEBRUARY 9, 2024

How can we keep creating a unique customer support experience even as we get an increasing number of messages from customers?   Delivering exceptional customer support has always been at the core of Buffer’s mission. This is a question that is always on my mind. 

Customer Support 112

Customer Support Software Review Software Social Media 112

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

Stax

APRIL 8, 2025

Choosing a credit card processor that offers transparent pricing, strong customer support, and top-tier security is the key to lowering processing costs. Always review pricing models, monthly fees, per-transaction markups, hidden fees, and contract terms before making a decision. 3.5%) due to online fraud concerns.

Payment Services 88

Payment Services Merchant Services Payment Methods Payments 88

User Pilot

NOVEMBER 7, 2024

Let’s review everything your customer success team has to do in the absence of any customer success tools. Collect customer data to calculate complex formulas for tracking metrics, monitor customer health scores, and resolve support tickets while continuously trying to improve retention and expansion.

Customer Success 105

Customer Success Enterprise Software Review Startup 105

SaaStr

MAY 25, 2020

“We added slack for customer support and on boarding” — Adam Livesay, founder, Elevat. In my experience prospects will pay a higher price upfront if all is included – save upsells for unreleased product” — Michael Menke, Built Technology. You can review more of the top tips here and here.

Sales Hiring 344

Sales Hiring Sales Outsourced Development Technical Review 344

Neil Patel

SEPTEMBER 12, 2020

Assuming of course you are like the vast majority of people with no technical skills. In this situation, this type of website builder will take all the technical complications out of setting up online. Great customer support – Weebly has a powerful customer support team who are active every day of the week.

Payment Methods 145

Payment Methods Technical Review Software Review Systems Review 145

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. What’s causing the disconnect?

Scale 209

Scale Outsourcing Services Scaling Technical Review 209

SaaStr

MARCH 1, 2024

Meta has leveraged incredible tech, primarily for their ad model and monetizing in a material way over the last 7-8 years, and also their feed and content model. If you’ve tried to sell to a law firm, you know it can be challenging to get through legal review. If you’re a startup, you’d have a hard time getting through legal review.

Generative AI 298

Generative AI Outsourcing Services AI Software Review 298

FastSpring

DECEMBER 7, 2023

Each company brings different combinations of technology, teams, customer bases, and more to the negotiating table — any one of which could be a huge motivator for WP Engine to want to partner with them. So what this means is I touch both mergers and acquisitions, and integrated technology partners.

Software Review 148

Software Review Technical Review Development Team Review Branding 148

Neil Patel

MARCH 6, 2021

24/7 live chat and support: A 24/7 live support feature is valuable if your site runs into any kind of technical issues or downtime. At this point, you’ve learned about A2 Hosting’s dedication to speed, uptime, customer support, and a variety of hosting options you can choose from. A2 Hosting Offerings.

Software Review 140

Software Review Systems Review Technical Review Scale 140

FastSpring

JANUARY 31, 2023

payment processing, gathering and remitting taxes, and subscription management) and what additional software you’ll need to add to your tech stack. Finally, we share several customer reviews and case studies for each solution. Plus, using multiple payment gateways solves most failed payment issues that are due to network errors.

Payment Services 147

Payment Services Payment Methods Merchant Services Software Review 147

FastSpring

SEPTEMBER 12, 2024

In simple terms, we handle everything from payments to fraud management, to custom support and tax compliance, so that sellers can focus on growing their business. This technology is creating new opportunities in text generation, image generation, video, music, and audio generation, and they’re growing at an unprecedented pace.

Merchant Services 192

Merchant Services Payment Services Payment Methods SaaS Payments 192

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

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. The first step?

Scale 232

Scale Technical Review Education Customer Support 232