I remember the first time I had to communicate a price increase in a SaaS environment. I was part of the support leadership at Greenhouse Software, right in the middle of a major project to redesign our product tiers. My specific job was to connect our support services to the value of each plan. There […]
Consumers’ reactions after engaging with AI-powered customer chatbots are unpredictable and fuel a clear debate: AI vs. human customer service. What should businesses choose? On the one hand, 85% of service leaders told HubSpot that AI is transforming the customer experience. 77% of teams already use it, with 92% seeing faster response times and 86% […]
Using AI for website performance monitoring is not just for web developers. As a marketer, I rely on all sorts of tools to check my websites’ performance and ensure they’re loading fast and functioning as expected. The cost of not doing so? Missed leads, hampered conversion rates, and lost revenue.
Reps who have worked in high-volume support environments say that the biggest point of frustration is answering the same questions again and again. An automated knowledge base can reduce that friction. I’ve seen the benefits firsthand. Early in my career, I manually answered hundreds of billing and access questions every week. The game changed once […]
The market is flooded with tools that promise “personalization at scale.” But in reality, most solutions just slap tokens into templates and call it personalization. No wonder prospect email reply rates hover around 1-5%. Prospects can sense the automation. Real personalization in AI prospecting means using relevant, real-time data to craft outreach that speaks to […]
Customer Effort Score (CES) has become a cornerstone for measuring friction across the customer journey. In fact, customer effort varies by journey stage, which means companies need unified tracking from first touch through renewal. When companies have this information, they gain clarity to address blockers and refine every touchpoint. Companies can track CES across pre-sales, […]
As a former journalist and current HubSpot blog staff writer, I admit it feels awkward to publish my thoughts on AI website content versus manual content writing. I’m torn. After all, I have my foot in two worlds: one with writers decrying the use of their work to train AI without their permission, another with tech […]
Especially in the age of AI, professional services firms are in the business of relationships. People work with people, and once a certain bar of expertise is met, closing sales requires trust and a deep understanding of the people on the other side of the table. Despite this need, many organizations still rely on spreadsheets […]
How much time do you spend on routine CMS maintenance? For many teams, the answer is close to 40 hours a month, an entire work week lost to updating plugins, patching security vulnerabilities, and troubleshooting conflicts.
With the cost of enterprise software continuing to rise, renewal conversations have become more complicated than ever. Because of this, every customer interaction matters, and keeping customers happy becomes critical to retaining business. Leveraging real-time sentiment analysis for enterprise-level support teams can help businesses meet the growing demand of today’s software customers. By surfacing negative […]
