Intercom, Inc.

APRIL 20, 2021

It can seem like an impossible balancing act – but customer support operations can help. Here are three ways to know if it’s time to invest in customer support operations (if you’re looking to scale, it probably is), and a few simple things your organization can do to get started. What is customer support operations?

Scale 156

Scale Customer Support Scaling Headcount 156

Chaotic Flow

AUGUST 18, 2015

If they don’t keep their customers around for years, then all that capital invested in customer acquisition will have gone to waste. The economics of a SaaS contract are like that of buying a stock or a bond, where you make an up front investment based on the promise of future returns. SaaS Customer Alignment Tip #8.

Customer Success 138

Customer Success Underperforming Technical Team Scale SaaS 138

Neil Patel

SEPTEMBER 8, 2020

You’re able to use your expertise to offer quality services to your customers, whether you’re consulting, training, implementing Google products, or offering technical support. You have a lot invested in Google Ads. This descriptor means you’re educated about Google Marketing Platform products. Sales Partner.

Merchant Services 29

Merchant Services Technical Advisors Advertising Systems Review 29

Intercom, Inc.

MAY 13, 2022

Instead, customers are turning to messenger-based communications for their primary channel of support. . Companies are also looking beyond traditional support tools so that they can meet their customers where they are.

Underperforming Technical Team 129

Underperforming Technical Team Customer Support Technical Support Churn 129

Totango

JANUARY 22, 2024

For many companies, the CSM role has become a catch-all for various tasks – from renewals and billing to technical support. But now, market conditions demand a pendulum shift towards lifetime value creation and continued investment in brand building.

Customer Success 100

Customer Success Generative AI Scale AI 100

Payrix

APRIL 24, 2024

From a reactive perspective, you’ve got a call center, you got customer service, customer support, you got technical support, where your merchants, your end users are calling in. I’ve got a technical support issue. And I’ll break those two things down.

Payments 162

Payments Embedded Payments Merchant Services Payment Solutions 162

Stax

APRIL 17, 2025

Technical support and resources Youre not doing it alone. ISV partners often get access to exclusive technical documentation, sandbox environments, solution architects, and dedicated partner support teams. Also, consider the kind of technical support that may be available.

Merchant Services 88

Merchant Services Payment Solutions Payment Services Payments 88

User Pilot

MAY 23, 2024

Communities and forums Why hire a sprawling customer service team when you can create a community for users to provide technical support to each other? Some advantages include : Physical interactions are ideal for demonstrating product features and offering technical support. without starting over or losing context.

Customer Support 104

Customer Support Social Media SaaS AI 104

Frontegg

FEBRUARY 25, 2021

Another important focus of the PLG is the ability for the user to have an AMAZING self-service experience within the product without the need for a dedicated customer-success, technical support or an onboarding specialist to help make it happen. Product Led Growth is critical, hence your Product as well.

Sales Hiring 98

Sales Hiring Artificial Intelligence Machine Learning Technical Support 98

SaaSOptics

NOVEMBER 18, 2021

Compliant revenue recognition is not only required by auditors, but can also be crucial to the valuation of your company in the event of a strategic investment or acquisition. However, ASC-606 added new, more complicated requirements that must be observed in order to remain compliant. Step 1: Identify the contract with the customer.

Payments 80

Payments Payment Services Revenue Payment Solutions 80

Stax

JANUARY 28, 2025

And if you eagerly adopt a new payment solution that your business doesnt need, then you may be stuck with a clunky checkout process and wasted investment funds. If security breaches or technical glitches occur because you failed to ensure proper maintenance of the system, you may face loss of customers and real reputational damage.

Payment Methods 68

Payment Methods Payment Services Merchant Services SaaS Payments 68

User Pilot

MARCH 7, 2024

Analytics tools offer a competitive advantage for companies investing in prolonged product growth. However, not all companies can invest precious resources in an analytics tool. Free tools offer basic functionalities but are limited in different aspects like customizations, technical support , and integrations with other apps.

Social Media 105

Social Media AI Search Mobile AI 105

Sales Hacker

SEPTEMBER 23, 2021

The VAR might purchase a piece of computer hardware and build a specific software application to be sold with it or the VAR might add value by providing technical support, training, or installation to go along with the product to be sold. Managed service providers (MSP).

Technical Review 120

Technical Review Scale Systems Review Software Review 120

Baremetrics

MARCH 23, 2021

1 Overview 2 Features Plans Point of Sale International Support Tools for Developers 3 Pricing PayPal’s Basic Fees Stripe’s Base Fees Stripe Billing 4 Usability 5 Customer Service & Technical Support 6 Final Word All the data your startup needs. The platform now offers 24/7 live support for all of its merchants.

Payment Methods 93

Payment Methods Payment Services Payments Merchant Services 93

FastSpring

SEPTEMBER 16, 2022

Valid question, and I’m going to answer it — because the reasons (plural) we have for investing in this initiative may not be as simple as the most cynical among us assume. Companies don’t just invest in new programs to benefit random business people on the internet; they do it because it serves their own business in some way.

SaaS Payments 148

SaaS Payments Payment Solutions Merchant Services Software Review 148

Neil Patel

DECEMBER 12, 2020

Website builders make it possible to create a responsive site optimized for SEO without having to invest a ton of money or time, which is perfect for small businesses. Tutorials and technical support: Do they have a robust support options where you can find answers or get a timely response from the company? The best part?

Payment Methods 145

Payment Methods Payments Payment Services Payment Solutions 145

Neil Patel

JULY 7, 2021

Are sales at a point where we can justify investing in and learning a new platform? Do we have the technical support, in-house or contracted, to take on the learning curve of an emerging platform? Do I need to reach customers with custom and consistent messaging at every touchpoint?

AI Search 124

AI Search CTO Hire Scale Artificial Intelligence 124

Baremetrics

SEPTEMBER 26, 2021

R&D amortization (per customer, per period), technical support, hosting, account management, and all the overhead spent to run the company must be earned back through subscription revenue, which means you need to include it in this calculation. CAC is all of the sales and marketing expenses that go into acquiring a customer.

Metrics 95

Metrics SaaS Payments SaaS Customer Lifetime Value 95

How To Buy Saas

FEBRUARY 25, 2025

Also mid-size companies planning to scale big and willing to invest in a CRM platform deeply. Teams with limited IT support. Any business that values a unified approach to marketing + sales + support. ( = Salesforce strength, = HubSpot strength in context.) Generally transparent and scalable pricing. A: Yes, they can!

Scale 52

Scale Underperforming Technical Team Technical Review Software Review 52

ChurnZero

JANUARY 20, 2021

Why not just sell to anyone, while also investing more into healthy customers? Author Bio: Justine Dennis is the Manager of Customer Success and Support at Fusebill. She has been working in client-facing roles, including technical support, customer success and implementation and training for the past 10 years.

Customer Success 98

Customer Success Scale SaaS B2B 98

SaaStr

AUGUST 5, 2019

So obviously, it helped us allow in terms of our roadmap, but more importantly, it gave these buyers a sense of confidence that they were investing together in this company called Egnyte. And not that they were, you know, each one was sort of taking a risk. It’s a lot of little things coming together.

Sales Recruiting 203

Sales Recruiting Construction Scale SaaS 203

Neil Patel

SEPTEMBER 9, 2020

They also have an enterprise plan with a dedicated account manager, SEO consultations, and prioritized technical support. But the good news is… you can start on the limited free forever plan to try it out before making any investments. 5 – WooCommerce Review — The best for WordPress websites.

Payment Methods 143

Payment Methods Payments Payment Services Payment Solutions 143

Frontegg

FEBRUARY 25, 2021

Another important focus of the PLG is the ability for the user to have an AMAZING self-service experience within the product without the need for a dedicated customer-success, technical support or an onboarding specialist to help make it happen. Since they strongly affect the way your product is consumed and the user journey within.

Sales Hiring 71

Sales Hiring Artificial Intelligence Machine Learning Technical Support 71

ChurnZero

JUNE 26, 2020

Additional fees for license types, implementation, training, and technical support can lead to unintentional price mix-ups and underestimates. Combine the upfront costs and future expenses to see the total investment required for each vendor. Then, calculate the future expenses of each solution over the next few years.

Customer Success 98

Customer Success Software Review Software Scale 98

Backlinkfy

OCTOBER 5, 2019

You need a web designer or web design company you can count on for ongoing technical support as you get started. Design interns and students may not have the experience to handle all design challenges and may not be on hand later should you need to try to resolve problems with your business site.

Payment Methods 56

Payment Methods Payment Services Sales Hiring Technical Review 56

ChurnZero

AUGUST 25, 2020

Anna Talerico, Arthur Ventures Anna ( @annatalerico ) is an Operating Partner at Arthur Ventures , an early growth capital firm that leads investments in B2B software companies located outside Silicon Valley. Her focus is on capital-efficient , go-to-market strategies across sales, marketing, customer success and support.

Scale 69

Scale Technical Review Venture Capital Software Review 69

Sales Hacker

DECEMBER 3, 2018

We have our sales reps continue to own the relationship and own the renewals, which means that they’re really invested in the success of the customer and thinking about making sure that they’re gonna renew when that time comes. Some companies, once a deal is closed , pass the renewal off to a renewals team.

Scale 83

Scale Underperforming Technical Team Sales Hiring Sales Recruiting 83

OpenView Labs

MARCH 15, 2019

Depending on how you design your program and what kind of partners you work with, a channel program can also reduce your customer success burden by shifting the responsibility for customer onboarding, training and technical support and service to qualified partners. Direct Sales – Pros and Cons. Motivating Channel Partners.

Sales Recruiting 85

Sales Recruiting Scale Sales Hiring Underperforming Technical Team 85

Sales Hacker

JUNE 14, 2018

Is it more important to save a few dollars on a subpar partner or invest in a specialized team that possesses the expertise in a particular channel? When it comes to choosing a sales provider, the cheapest solution is not always the best solution. Expect your vetted sales partner to: Have active sales teams that are carrying quota.

Outsourcing Services 82

Outsourcing Services Sales Hiring Sales Outsourcing Outsourced Development 82

Panintelligence

AUGUST 16, 2024

This approach can simplify budgeting, keep expenses in check, and showcase a clear return on investment, particularly for small enterprises or those operating on a shoestring budget. Additionally, vendors usually offer customer support to resolve any problems that may occur, ensuring peace of mind and minimizing downtime.

Development 52

Development Technical Review Software Review Scale 52

Stax

MARCH 26, 2024

If you need a customized integration, you may have to collaborate with the provider’s technical support team or engage a professional developer. Training the terminal’s users Invest in solid training for your staff.

Payment Methods 88

Payment Methods Merchant Services Payment Services Payments 88

Kellblog

JUNE 2, 2019

Host Analytics and Floqast) to strategic investments (e.g., Salesforce Ventures invests in Alation) to white label re-sale deals (e.g., Oracle 8 object handling) or a current product launch with only the thinnest technical support (e.g., These relationships can vary from a simple co-marketing arrangement (e.g.,

Sales Hiring 75

Sales Hiring Marketing Scale Leadership 75

BetterCloud

JULY 18, 2023

There’s a lot to think about when making an investment in a new SaaS management platform. So here, we’ll go over: The definition of time to value and why it’s crucial How to evaluate a SaaS management platform’s time to value What helps BetterCloud customers speed time to value to quickly achieve a positive return on investment.

Operational efficiency. 52

Operational efficiency. Scale Identity management Travel 52

Neil Patel

MAY 4, 2021

Most DaaS providers offer technical support solutions that alleviate this management from the business side. Once you have a DaaS system in place, you can start levering the data and investing in your marketing strategy. How to Pick a DaaS Tool. Consider your business needs. Let us know if we can help you reach your audience !

Marketplace as a Service 76

Marketplace as a Service Data Technical Review Marketing 76

Panintelligence

JUNE 20, 2024

Furthermore, the intuitive design and user-friendly interfaces of white label analytics tools ensure that users, regardless of their technical expertise, can easily navigate and utilize the analytics features. It requires significant investment in terms of development resources, infrastructure, and ongoing maintenance.

SaaS 59

SaaS Business Technical Review Operational efficiency. 59

TriTuns

MARCH 11, 2019

If you are a software vendor, consider this: What would it look like if you approached each sale like you were trying to raise investment capital instead of just selling a piece of software? Can your prospects find better, safer opportunities that will give them a higher overall return on their software investment dollars with lower risks?

Software 40

Software Sales SaaS Technical Support 40

CustomerSuccessBox

JANUARY 18, 2022

Companies invest, increasingly, not only in providing a good service or having a product but also in guaranteeing a quality experience, through a good relationship with customers. Average the time spent in step with every consumer, after which divide your overall customer success investment (salaries, bonuses, capital, etc.)

Scale 52

Scale Customer Success Scaling Technical Review 52