Intercom, Inc.

JUNE 1, 2021

Most support teams have seen an influx of support queries since COVID-19 hit – and those issues are more complex than ever. According to recent research, however, many teams aren’t sufficiently equipped to meet these new challenges. Challenge #1: Limited team bandwidth, resources, and budget.

Underperforming Technical Team 232

Underperforming Technical Team Technical Review Scale Headcount 232

Intercom, Inc.

JULY 28, 2022

Growth is arguably the most defining and sought-after trait of technology companies. It fluctuates, plateaus, goes up and down with each new round of funding, new competitor, new technological leap – or even a global pandemic or economic downturn. However, growth is seldom linear, as is all too clear in the current economic climate.

Scale 210

Scale Scaling Sales Hiring Sales Recruiting 210

SaaStr

JULY 22, 2019

Hear from Roger Scott, New Relic’s EVP and Chief Customer Officer as he shares his 7 tips and tricks for keeping your customers happy— and how to do so at a large scale. That’s not a bad start. And through that, we’re going to instrument, measure and improve the internet through the deployment of our technology.

Scale 234

Scale Scaling Sales Hiring Underperforming Technical Team 234

User Pilot

OCTOBER 31, 2024

A product analytics strategy is essential for any business looking to make informed decisions about product development and user experience. Plus, there are many reasons why you need a product analytics strategy: Aligns product development with user needs and business goals. Outdated technology. Lack of team resources.

Strategy 105

Strategy Underperforming Technical Team Government Customer Lifetime Value 105

Intercom, Inc.

MAY 28, 2018

As the rise of bots and automation continues apace, a lot of people are wondering how the sales process and lead qualification will be affected by this fast-evolving technology. Working as Sales Development Representatives at Intercom, we deal with a huge volume of conversations with potential leads that come in through live chat.

Scale 187

Scale Underperforming Technical Team Sales Customer Support 187

SaaStr

NOVEMBER 26, 2019

sales team. I did all sorts of things there from sales, to project management, to running the engineering team, hiring. This is where I got my chops in growing and scaling enterprise sales teams. The first, I want it to be part of a company with cutting edge technology. Want to see more content like this?

Scale 294

Scale Sales Hiring Underperforming Technical Team Sales 294

Intercom, Inc.

JULY 11, 2019

But as the business becomes more successful – and there are resources to build a support team – additional layers begin to separate executives from their customers. If you’re a leader, he says, don’t try to scale your job. Here are five quick takeaways: Most sales and support teams talk about their jobs as a funnel.

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

Intercom, Inc.

JULY 2, 2020

And it makes sense: in order to be around to support your customers well into the future, you need a solid foundation for scale. . But obsessing over efficiency can mask what’s most important, and most rewarding, to support teams – actually helping customers. Listen to the full episode above or get Pam’s key takeaways below.

Outsourcing Services 253

Outsourcing Services Investment Underperforming Technical Team Outsourced Development 253

Intercom, Inc.

JUNE 8, 2021

According to one Microsoft Global State of Customer Service report , 90% of consumers surveyed said that customer service is an important factor in their choice of, and loyalty to, a brand, while nearly two-thirds (58%) would sever their relationship with a business due to poor customer service. Increased business efficiency (58%).

Technical Review 222

Technical Review Underperforming Technical Team Customer Support Marketplace as a Service 222

SaaStr

JULY 25, 2021

As two CEO who love the art of sales and scaling, this one really was special. Jyoti Bansal : And then he started talking about sales and Dev during the breakfast he convinced me if you can marry the right kind of sales scaling and execution then that’s when your business will really, really take off.

Sales Recruiting 261

Sales Recruiting Sales Hiring Scale VP of Engineering 261

Intercom, Inc.

JANUARY 26, 2022

In today’s modern age, support teams simply need to redefine what being “personal” means. But with the development of automation, like bots and contextual help content, we’ve significantly changed our perception of what being personal means. If your team is pondering whether to use “bots versus humans?” What will they choose?

Underperforming Technical Team 209

Underperforming Technical Team Customer Support Scaling Development 209

SaaStr

JUNE 13, 2024

Earlier this month, Gong’s CEO and Co-Founder Amit Bendov sat down with SaaStr Founder and CEO Jason Lemkin at SaaStr Europa 2024 to talk about all things AI and the lessons learned while scaling to billions. Every week, there are significant new developments in tech. It’s a playbook you’re developing, and it’s not easy.

Scale 306

Scale AI Sales Underperforming Technical Team 306

Intercom, Inc.

AUGUST 13, 2019

Voice recognition technology has improved, AI solutions can interpret customer feedback, and chatbots have started to answer the questions they receive, not just pass them off to a human. As the head of our Support Ops team, I work daily with my teammates to develop automated solutions that don’t frustrate customers, but empower them.

Underperforming Technical Team 279

Underperforming Technical Team Customer Support AI Headcount 279

Intercom, Inc.

APRIL 22, 2019

Businesses also win if, as a result of AI, teams are able to create more white-glove moments that turn users into customers for life. He joined me for a conversation on tackling issues that come up as you scale your customer experience. When scaling your customer experience, remember AI can’t simulate human empathy.

Scale 156

Scale Scaling Underperforming Technical Team AI Search 156

Sales Hacker

AUGUST 7, 2024

He previously built the pre and post sales solutions team at mParticle from zero to supporting hundreds of enterprise customers. Is there a lot of internal or customer work that needs to be done or managed by your team? While mParticle has a killer, commercially focused CS team, inertia affected the team as well early on.

Underperforming Technical Team 124

Underperforming Technical Team Technical Review Sales Hiring Scale 124

Intercom, Inc.

JUNE 23, 2020

Delivering those better experiences requires a fundamentally new way to do customer support, a messenger-based approach that works at internet scale. Once every decade or two, developments in technology trigger monumental changes in an industry. There are massive risks for those who don’t follow. ” Charles Darwin.

Customer Support 245

Customer Support Scale Underperforming Technical Team Scaling 245

SaaStr

MARCH 26, 2019

Scaling the company’s employee base, sales teams, marketing, and operations—all while preserving its culture—has required a laser focus on first principles, smart processes, and effective hiring. In this talk, Claire will share these and other lessons for scaling high-growth organizations. Our team is in Room 111.

Scale 160

Scale Payment Services Payment Methods Scaling 160

Intercom, Inc.

DECEMBER 4, 2019

More recently, however, I’ve realized that the technology industry at large struggles with such clarity and consistency – in marketing terms, there is often a difficulty developing a clear value proposition that aligns with product and brand identity. 1 Poor definition of value proposition and feature focus. 3 Brand stretch.

Branding 209

Branding Underperforming Technical Team Technical Review Airlines 209

Stax

MARCH 18, 2025

Join the payments-led growth movement Sign up to keep up-to-date with the latest trends in payments, vertical SaaS, and technology from industry experts. 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.

Scale 117

Scale Payment Services Payments SaaS Payments 117

SaaStr

JUNE 7, 2021

If you don’t have tickets, lock in Early Bird pricing today and bring your team! You were a VP of Technology at Salesforce back in the day? I had always done general software things, database software, mainframes, PeopleSoft, run that technology groups, Salesforce.com platform for everybody. Get tickets here. TRANSCRIPT .

Sales Hiring 339

Sales Hiring Underperforming Technical Team SaaS Headcount 339

Sales Enablement, SaaS and Growth

MARCH 23, 2020

One of the biggest challenges businesses face when they grow is scaling effective , autonomous and quick decision-making. In short, they make it easy to see what each team, department and organisation is working on, omitting and their respective goals. Again, it was an easy to use model which scaled effective decision-making.

Underperforming Technical Team 213

Underperforming Technical Team Scale Sales Hiring Marketplace as a Service 213

Stax

APRIL 15, 2025

There are some important variations to MRR that would be good for your sales team to be aware of, including new MRR, expansion MRR, and churn MRR. How To Calculate Other Types of MRR Now, while the above is the most basic form of MRR, there are some important variations to MRR that would be good for your sales team to be aware of.

Payments 88

Payments SaaS Payments Revenue Payment Services 88

Intercom, Inc.

SEPTEMBER 19, 2019

This is the recipe for a mediocre sales team. Like a sports franchise, a top team should be both collaborative and competitive. The team has grown quite a lot, but it’s still tiny: we’re now close to 40 people in 13 different countries. On this week’s episode, I caught up with Steli to chat all things sales.

Sales Hiring 184

Sales Hiring Scale Underperforming Technical Team Sales 184

Intercom, Inc.

DECEMBER 8, 2020

But with so much data to consider, how can you define the help desk metrics that matter for your team? This can empower teams to take strategic action to improve their overall support experience for customers. This metric represents the average amount of time it takes your customer support team to settle a case once it’s opened.

Customer Support 211

Customer Support Metrics Technical Review Scale 211

Intercom, Inc.

AUGUST 13, 2019

Many of us in the design and technology community pride ourselves on being tool builders, creating products that others can use to get things done. These two tools are bookending the extremes of a very long timeline of the relationship between humans and technology. You’d struggle because the tool is so bad!

Underperforming Technical Team 223

Underperforming Technical Team New CTO CTO Hire Technology 223

Intercom, Inc.

APRIL 19, 2018

It means reducing choices amongst engineering teams and standardizing technology, so our team can spend as much time as possible delivering value to customers. Rich Archbold , Senior Director of Engineering, has been at the forefront of codifying and scaling this philosophy over the past few years. Why did we choose them?

Outsourcing Services 192

Outsourcing Services Part-Time VPE Software AWS 192

SaaStock

FEBRUARY 13, 2019

was created by a team with 25+ years of experience in location-based tech, spanning various services and real-time asset tracking systems. Its goal is to help e-commerce, m-commerce and online advertising through its advanced computer vision technology. It provides smart hardware self-development and cloud service. FDA approval.

SaaS Payments 225

SaaS Payments Payment Solutions Merchant Services Payment Methods 225

SaaStr

JANUARY 21, 2020

Justin used Sales Culture to grow a successful PatientPop team to 140 employees and 55 million in revenue. It’s an SMB SaaS company in the healthcare technology vertical. But I think the very specific reason that I was asked to talk about this topic is the way that we scaled the business through sales. Hey everyone.

Sales Recruiting 332

Sales Recruiting Sales Hiring Scale Sales 332

Neil Patel

NOVEMBER 3, 2021

Data labeling is used in various industries, including healthcare, finance, research, automotive, and technology. With the growth of artificial intelligence (AI) technology, data labeling has also become integral to marketing. The context is then used to train and develop machine learning algorithms. How Does Data Labeling Work?

Scale 125

Scale Outsourcing Services Artificial Intelligence Scaling 125

Intercom, Inc.

SEPTEMBER 9, 2022

In the past five years, we’ve seen neural network technology really take off into its own. Despite the work still being very much a balancing act between what’s possible and what’s feasible, things, it appears, are just starting to scale. ML teams tend to invest a fair share of resources in research that never ships.

Artificial Intelligence 249

Artificial Intelligence Machine Learning AI Search AI 249

SaaStr

JANUARY 10, 2020

.” In the context of the larger article, he’s making the case for manufacturers to adopt a SaaS playbook: become customer-centric, hire Customer Success Managers (CSMs) to engage customers more deeply, deploy technology to manage the customer relationship beyond the initial sale, etc. It’s all we know.

Sales Hiring 173

Sales Hiring Scale Underperforming Technical Team Onboarding 173

SaaStr

JANUARY 27, 2024

WordPress is its own ecosystem, a vibrant community of hundreds of thousands of people who create add-ons, plugins, and develop sites. There were way too many messaging apps, so Matt and the team decided to bring it all into one, and it’s secure, encrypted, and local to the device. Automattic is a behind-the-scenes brand.

Underperforming Technical Team 331

Underperforming Technical Team Social Media Government Subscription 331

User Pilot

MARCH 24, 2025

Want to advance your career in mobile product management or find top talent for your team? You will collaborate with engineering, design, and business teams to deliver cutting-edge mobile solutions that improve efficiency, user adoption , and overall product performance. Who would be a BAD fit for this job?

Mobile 52

Mobile Underperforming Technical Team Management Scale 52

SaaStock

FEBRUARY 14, 2019

The SaaStock team will be landing in São Paulo to run the region’s first Pan-Latin American SaaS conference, SaaStock LatAm. His first career steps were at Seer Technologies and Monitor Company in the 1990s. Talk: Scaling & Exiting: Dreams, Designs & Dramas. She’ll be talking about her approach to sales as a team sport.

Technical Review 207

Technical Review Scale Entrepreneurship Sales Hiring 207

ChurnZero

JULY 22, 2022

Does your Customer Success team have a shallow view of onboarding? But when it feels like each customer has different goals and definitions of success, how do you create an onboarding program that caters to these individual needs and at the same time can scale? I have the internal handoff from pre-sales to post-sales customer teams.

Scale 98

Scale Onboarding Scaling Underperforming Technical Team 98

SaaStr

FEBRUARY 25, 2020

For example, if you’re getting ready to close the deal, sales team’s pretty darn excited. So once you have your journey to find and you’ve set up your culture and you’re starting to scale that organization. Is this related to a new service program we rolled out and that could be either good or bad, right?

Scale 240

Scale Underperforming Technical Team Sales Hiring Software Review 240

User Pilot

OCTOBER 20, 2024

Onboarding automation uses technology (such as conditional flows and sequences) to guide users through their initial experience with your product. As a result, it can be easily scaled to accommodate a growing customer base without any drop in quality. While at it, you may even identify weaknesses in the current journey.

Onboarding 105

Onboarding Underperforming Technical Team Transportation Scale 105