Intercom, Inc.

APRIL 14, 2022

Welcome Declan Ivory, VP of Customer Support. Declan is joining us from Google where he was Director, Cloud Technical Support for EMEA. Prior to Google, Declan also held senior support roles with both Tableau Software and Amazon Web Services.

Technical Support 129

Technical Support Leadership Acquisition Customer Support 129

Intercom, Inc.

JANUARY 3, 2020

. “The experience was empathetic because all of my needs were anticipated and addressed while I barely had to lift a finger” I have never felt so looked after by any technical support experience before or since, and at no point did I interact with an Apple employee.

Technical Support 222

Technical Support Engagement Customer Support Branding 222

IT World

FEBRUARY 9, 2022

Indeed, I strongly recommended them for their excellent security and, particularly, for their superb customer service and technical support. I have been a longtime fan of Rackspace as a cloud platform.

Technical Review 98

Technical Review Cloud Technical Support Software Review 98

Intercom, Inc.

MAY 11, 2022

Similarly, if you call a customer service line in need of technical support, IVR deflection may direct you to a web-based FAQ page or other online support resources, such as an external knowledge base.

Technical Support 118

Technical Support Education Customer Support Technology 118

Intercom, Inc.

MAY 13, 2022

Most of the time, help desks offer basic technical support or customer service , such as resetting user passwords, but functions can vary depending on business needs. . A support helpdesk is used to assist external customers answer inquiries such as help with a product or software setup. . What does a help desk do?

Outsourcing Services 118

Outsourcing Services Technical Support Customer Support Onboarding 118

Chaotic Flow

OCTOBER 13, 2015

Then, expand that feedback beyond your product to everything you do from your blog to technical support. Then, complement that with real-time product usage data and ongoing customer surveys. Now, imagine that information being accessible to everyone in your organization, not just a product manager or market researcher.

SaaS 149

SaaS Software Development Software Review Outsourced Development 149

SaaStr

JULY 24, 2019

Gillian oversees Talkdesk’s Customer Success and Technical Support teams, partnering closely with customers to achieve their CX vision. And then there was technical support. The other things that we’ve done is stand up a proactive support team. Our technical support team is amazing.

Retention 155

Retention VP of Engineering Sales Hiring Scale 155

Stax

JUNE 20, 2024

Assess the program’s features and benefits, including technical support, marketing resources, and revenue-sharing models, to ensure they meet your needs. When your partner offers streamlined integration processes and robust technical support, you’re in a better position to maximize the benefits of partnerships.

SaaS Payments 88

SaaS Payments Payment Services Payments Stax 88

User Pilot

JUNE 29, 2024

External training resources and technical support to help your team get started immediately. Additionally, vendors often provide robust customer support to ensure the solution runs smoothly and efficiently. Reducing short-term costs while accelerating your time to market.

compliance 93

compliance Technical Support Scale User Experience 93

Intercom, Inc.

JULY 6, 2021

You could keep your team members in a single location – but that means team members working odd hours to provide technical support in different time zones. That’s why many support teams opt for locating team members in the same time zones that their customers are in, also known as a “follow the sun” approach.

Customer Support 232

Customer Support Strategy Scale Retention 232

User Pilot

APRIL 22, 2024

Technical support. Any help that involves the technical team. Self-service support. Technical support Forms of technical support include developers’ docs, one-on-one setup calls, integration assistance, network systems compatibility, tweaks in code, or technical workarounds.

Strategy 81

Strategy Technical Review AI Search Technical Support 81

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

Intercom, Inc.

JANUARY 9, 2020

Their help chat team seem to really understand how help chat teams function and can also offer practical advice beyond your basic technical support. “[It] feels like Intercom has thought of everything, whenever I need to do something with it, it’s like there’s already a dedicated feature waiting for me.

Technical Review 20

Technical Review Scale AWS Software Review 20

The SaaS CFO

MARCH 7, 2018

You need to add X number of managers per staff, you need enough sales reps to support bookings, you need more technical support specialists as your customer […]. The post Five Year Financial Projection Template appeared first on The SaaS CFO.

Forecasting 71

Forecasting Technical Support SaaS Sales 71

Intercom, Inc.

MAY 13, 2022

The more complex inquiries requiring human support are addressed by customer service representatives or support agents such as a technical support issue being routed to an IT help desk representative, or the inquiries involving a product support issue are routed to a product specialist. .

Underperforming Technical Team 129

Underperforming Technical Team Customer Support Technical Support Churn 129

Intercom, Inc.

DECEMBER 17, 2018

Since AI and visual recommendations are technical support topics, and the benefit of implementing AI on an e-commerce site might be difficult to understand at this early stage, Syte keeps the Intercom chat option present on every page of their site, starting from the homepage.

Software Review 217

Software Review Systems Review Technical Review AI Search 217

IT World

JANUARY 4, 2023

That list included technical support engineer, application developer, and software engineer positions. Employers like Twilio, HubSpot, and AnywhereWorks are a few examples of IT companies that have increased hiring for remote jobs, according to a FlexJobs spokesperson. To read this article in full, please click here

Technical Support 70

Technical Support Application Development Software Engineering Engineering 70

Intercom, Inc.

APRIL 20, 2021

It can seem like an impossible balancing act – but customer support operations can help. 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

SaaSOptics

NOVEMBER 18, 2021

You may have a year-long technical support contract with the customer; your performance obligation of providing technical support is transferred to the customer over time. You sell an item to the customer, they leave the store with it, and you recognize the revenue. For SaaS companies, it’s not so straightforward.

Payments 80

Payments Payment Services Revenue Payment Solutions 80

Chaotic Flow

AUGUST 18, 2015

Sales, marketing, customer success, and technical support teams all play critical roles in servicing SaaS customers and driving SaaS business revenue. Use whatever approach works best for your particular SaaS business, but don’t fumble your hand-offs. SaaS Customer Alignment Tip #8. Onboard in Real Time.

Customer Success 138

Customer Success Underperforming Technical Team Scale SaaS 138

BetterCloud

JUNE 9, 2022

You’ll see us delivering proactive technical support to customers in new ways, providing self-service training on every part of our platform, offering on-demand access to technical resources to build out integrations, and much more. We’re going to continue to set the bar high in this area.

Investment 104

Investment Leadership Technical Review Management 104

Totango

SEPTEMBER 6, 2022

QBRs don’t focus on customer technical support issues, although they may touch on technical issues as these impact customer outcomes. Identification of new objectives, strategies, and KPIs to measure success. The focus on value in QBR meetings makes them distinct from other types of customer meetings.

Technical Review 110

Technical Review Software Review Business Scale 110

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

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. This descriptor means you’re educated about Google Marketing Platform products. Sales Partner.

Merchant Services 29

Merchant Services Technical Advisors Advertising Systems Review 29

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. By nature, CSMs feel inclined to assume any responsibility involving the customer.

Customer Success 97

Customer Success Generative AI Scale AI 97

InsightSquared

DECEMBER 28, 2017

Depending on how your team’s structured there is probably some sort of sales support function underneath the umbrella of sales operations. Whether it’s a deal desk, RFP team or just technical support in most cases this falls under our team.

Technical Review 79

Technical Review Systems Review Sales Technical Support 79

Kellblog

SEPTEMBER 7, 2024

And personally, I’ve always hated 1-1s, but that started back when I was in technical support and forced to have them with my manager.) I wasn’t taught that you couldn’t have 60 direct reports, but we did discuss the pros and cons of a large span of control.

Technical Advisors 102

Technical Advisors Technical Support Management Innovation 102

Neil Patel

NOVEMBER 16, 2020

Find out what type of technical support is provided by the CMS platform you’re using. Or can you seek assistance from a support agent? In addition to these out-of-the-box SEO features, you should consider using CMS software that will let you add third-party plugins or extensions to better serve and enhance your SEO strategy.

Payment Methods 141

Payment Methods Payment Solutions Systems Review Technical Review 141

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 111

Technical Review Scale Systems Review Software Review 111

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.

Sales Hiring 98

Sales Hiring Machine Learning Artificial Intelligence Technical Support 98

Neil Patel

DECEMBER 12, 2020

Tutorials and technical support: Do they have a robust support options where you can find answers or get a timely response from the company? Ease of use: Do you want a drag and drop builder to make building and configuring your site easier? Or do you prefer writing in HTML and coding the site yourself?

Payment Methods 145

Payment Methods Payments Payment Services Payment Solutions 145

User Pilot

MARCH 7, 2024

Free tools offer basic functionalities but are limited in different aspects like customizations, technical support , and integrations with other apps. Paid tools come at a significant cost but offer more advanced features, dedicated support, and more app integrations.

Social Media 92

Social Media AI Search Mobile AI 92

Zuora

NOVEMBER 17, 2023

Technical Support Engineer based in […] The post From NOAM to EMEA: Advocating International Men’s Day appeared first on Zuora. If you didn’t know, it’s Movember and International Men’s Day is November 19, which makes this the perfect time to introduce Zach May (Director, ZBR based in Redwood City) and Steve Warren (Sr.

Technical Support 52

Technical Support Engineering 52

Neil Patel

JULY 7, 2021

Do we have the technical support, in-house or contracted, to take on the learning curve of an emerging platform? Do I need a platform to do all these things simultaneously and from one location? Are sales at a point where we can justify investing in and learning a new platform?

AI Search 124

AI Search CTO Hire Scale Artificial Intelligence 124

Kellblog

JUNE 27, 2022

While you might think saying “French” is an implicit boast about your company’s amazing engineers, the American buyer will wonder about technical support hours, language fluency of support staff, and the availability of resources in the local ecosystem.

Startup 118

Startup Sales Hiring Underperforming Technical Team Compensation 118

ChurnZero

MARCH 5, 2021

This article, which was adapted from one of our most popular Big RYG sessions, “ Why Humans Are Irrational: Applying Behavioral Economics to Customer Success ,” presented by Dan Rourke , Senior Director of Technical Support at Khoros , outlines how to apply behavioral economic theories to real-world Customer Success scenarios.

Customer Success 98

Customer Success Technical Review Churn Technical Support 98

User Pilot

JULY 9, 2023

" Your SaaS solution may be great despite your not-so-helpful customer support. "Please rate the ease of integration with our SaaS platform and the responsiveness of our technical support team."

Scale 76

Scale Technical Review Technical Support Scaling 76