How to let customers know about a price increase (without losing them), according to pros
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…
AI vs. human customer service: When to use each approach
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%…
Automated knowledge base suggestions that reduce repeat tickets for subscription businesses
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…
Personalization in AI prospecting: What actually works
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…
Tracking customer effort score improves satisfaction — why your CES matters from first touchpoint to last support ticket
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,…
How professional services firms can transition from spreadsheets to a CRM with automated sales pipelines
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…
A guide on real-time sentiment analysis for enterprise support teams
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…
Sales playbook automation for companies with 3+ product lines and vertical-specific messaging
In fast-moving markets, static sales playbooks aren‘t just outdated — they can be a massive liability. When sales reps can’t quickly access messaging tailored to their prospect’s industry and use case, they generalize their selling approach. In turn, deals stall, and competitors with more targeted approaches win. This problem scales exponentially with product complexity. To…
How to implement SDR coaching in remote sales teams with coaching triggers and conversation intelligence
High-velocity inside sales teams thrive on speed, consistency, and the ability to convert conversations into pipeline. But in a remote environment, coaching sales development representatives becomes more complex. Managers can’t overhear calls, feedback comes too late, and new hires take longer to ramp. The result is missed opportunities. Sales coaching and conversation intelligence change that…
How automated renewal workflows help exceed customer retention targets
Churn isn’t always about unhappy customers. Sometimes, customers leave due to changing priorities, missed touchpoints, or even poor communication. Missed customer health signals and late outreach can cause valuable accounts to drift away. Teams need a proper system to track which accounts are up for renewal. Automated renewal workflows can reduce the headache. HubSpot’s CRM…
