Blog: Interviews

How to automate Customer Service for SaaS companies

Culstaar is Parisian startup specialized in Natural Language Understanding. Initially focused on Search Engine Optimization, we developed tools to analyze Search data and understand queries in natural language. We have combined our SEO knowledge and the machine learning algorithms developed by our team to offer our clients a new service. For this interview, we’ve talked with Clustaar’s CEO and co-founder, Philippe Duhamel,  on how they solve support problems at Clustaar.  How do you get your first customers and how did you start building your product? We got our first customer through a network campaign on AdWords before we even had a product. They wanted a chatbot and we helped them create one perfect for their needs. We then onboarded clients from another line of our

How to cut your new agent on-boarding time in half with Martin Kõiva

This time we hosted Martin Kõiva, a co-founder at Qualitista.com. Qualitista is a peer feedback and ticket review system for support teams which helps agents onboard faster and improve the quality of answers.  How did you come up with the idea for Qualitista and what problems are you solving? In my previous role, I was heading a large, fast-growing support team and struggled to find a way to keep quality consistent and make sure we are giving the right answers to our customers. CSAT and NPS only tell half the story, when it comes to the quality of your support. That is because the customer cannot actually know if the answer he/she received was up to your company standards or

Interview with Joe Howard Founder at WP Buffs

Like a lot of people in the world of WordPress, Joe Howard came to it after jumping around a few different jobs. They handle unlimited edits, performance enhancements, daily health maintenance and regular security troubleshooting so you don’t have to. WP Buffs’ goal is to be the very best technical support partner for any individual, business or organization with a WordPress website. The company handles everything WordPress-related for their customers which allows them to make bold decisions when it comes to their websites without hesitating due to technical restraints.WP Buffs is 7 employees strong, all of whom are 100% remote and are distributed around the world. Because the team handles security for the customers, they have somebody available 24/7 in

How to provide top-notch support for your clients

ProviderTrust is a SaaS company that provides screening, monitoring, and verification tools to simplify workflows and help healthcare professionals stay compliant. We had a great privilege to speak with Russ Cornwall, Product Manager of their VendorProof application, about the integrality of support to product success. I know you were always very careful about top-notch support for ProviderTrust clients so let’s start with what does good customer service mean to you? Good customer service means giving users the ability to find the right answer to their question without a lot of headaches. We love being able to provide our customers with the option to call or chat with us directly or to search for answers on their own without leaving the

How to build trust with first customers with Keri Byrne

Salesflare is a simply powerful CRM that automates your data to build better relationships and make more sales. A fast, visual and easy-to-use sales machine. Built on happiness with the latest tech, by humans for humans. Salesflare features a visual pipeline, automated tasks, a fully functional mobile app, an email sidebar, email tracking, web tracking, and built-in automation. Salesflare is the most popular CRM on Product Hunt.  I’ve noticed you are using Intercom for your live chat. How do you use it to increase customer onboarding engagement? We have automated onboarding sequences set up to send users a message at certain points of the onboarding process. We offer guides on how to use the software better if we notice they are

Support Hero Interview with CEO of Harmony Business Systems

This time we had a great opportunity to speak with Steve Duckworth a founder and CEO of Harmony Business Systems . He’s always interested in listening to and acting on user feedback. Hearing people tell him they don’t know how they managed before buying Harmony is the best motivation imaginable. To start off, for those who don’t know Harmony PSA, what do you do exactly? We develop, market and support a cloud business solution for professional services businesses called Harmony PSA. Why did you choose to take “the hard way” of bootstrapping instead of raising money for your company? It is very tough to get early-stage investment for business software as it’s not a high growth model. So, we developed it ourselves with money we

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