For SaaS Companies
Your Customer is Our Everything
Your Customer is
Our Everything
We help you implement efficient customer experience systems to build client happiness, lower churn, and drive revenue.
For SaaS Companies
Your Customer is Our Everything
We help busy SaaS founders implement efficient customer success systems and strategies to improve experiences while managing costs.
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Confused Client
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Unhappy Customer
I can’t login
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Hi there. I’m an AI Assistant. How can I help you today?
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Fast-Growing SaaS businesses often struggle to maintain close customer relationships as they scale
Fast-Growing SaaS businesses often struggle to maintain close customer relationships as they scale
Sudden growth can cause team overwhelm, lower response times, and missed or missing communication - leading to higher costs, increased customer churn and negative word of mouth.
Fast-Growing SaaS businesses often struggle to maintain close customer relationships as they scale
Sudden growth can cause team overwhelm, lower response times, and missed or missing communication - leading to higher costs, increased customer churn and negative word of mouth.
More cancellations and churn
More cancellations and churn
Communication slows and messages pile up or disappear, leading to upset customers and increased cancellations and churn.
More cancellations and churn
Communication slows and messages pile up or disappear, leading to upset customers and increased cancellations and churn.
More time spent on support
More time spent on support
A reactive footing puts your business on the defensive resolving customer complaints instead of focusing on adding value.
More time spent on support
A reactive footing puts your business on the defensive resolving customer complaints instead of focusing on adding value.
Increased Customer Costs
Increased Customer Costs
It’s hard to maintain high-quality customer experiences as you grow without hiring more employees to manage the volume.
Increased Customer Costs
It’s hard to maintain high-quality customer experiences as you grow without hiring more employees to manage the volume.
More cancellations and churn
Communication slows and messages pile up or disappear, leading to upset customers and increased cancellations and churn.
More time spent on support
A reactive footing puts your business on the defensive resolving customer complaints instead of focusing on adding value.
Increased Customer Costs
It’s hard to maintain high-quality customer experiences as you grow without hiring more employees to manage the volume.
Strong customer relationships are the key to sustainable growth
Strong customer relationships are the key to sustainable growth
25% to 95%
25% to 95%
25% to 95%
Increase in profits by increasing retention
Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. (Bain and Company)
Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. (Bain and Company)
Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. (Bain and Company)
38%
38%
38%
More customer referrals
Consumers who rate a company’s service as “good” are 38% more likely to recommend that company. (Qualtrics XM Institute)
Consumers who rate a company’s service as “good” are 38% more likely to refer that company. (Qualtrics XM Institute)
Consumers who rate a company’s service as “good” are 38% more likely to refer that company. (Qualtrics XM Institute)
89% of consumers are more likely to make another purchase after a positive customer service experience. (Salesforce Research)
89% of consumers are more likely to make another purchase after positive customer service. (Salesforce Research)
89% of consumers are more likely to make another purchase after positive customer service. (Salesforce Research)
25% to 95%
Increase in profits by increasing retention
Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. (Bain and Company)
38%
More customer referrals
Consumers who rate a company’s service as “good” are 38% more likely to refer that company. (Qualtrics XM Institute)
500% to 2,500%
Cheaper to retain customers (Invesp)
89% of consumers are more likely to make another purchase after positive customer service. (Salesforce Research)
Identify 'at risk' accounts before they churn with tailored customer health scoring
Account Management Playbook nurtures clients and ensures maximum product uptake
Increase Net Revenue Retention by as much as 30% with detailed account planning
Uncover additional growth opportunities with data-driven insights and customer value-adds
Identify 'at risk' accounts before they churn with tailored customer health scoring
Account Management Playbook nurtures clients and ensures maximum product uptake
Increase Net Revenue Retention by as much as 30% with detailed account planning
Uncover additional growth opportunities with data-driven insights and customer value-adds
Success
Customer Success Operations for B2B SaaS compaines
Customer Success Operations for B2B SaaS compaines
Customer Success Operations for B2B SaaS compaines
We implement Customer health checks and account automations to help you regain a proactive account management posture and ensure the best possible outcomes for both your clients and your business.
We implement Customer health checks and account automations to help you regain a proactive account management posture and ensure the best possible outcomes for both your clients and your business.
Success
Customer Success Operations for B2B SaaS compaines
We implement Customer health checks and account automations to help you regain a proactive account management posture and ensure the best possible outcomes for both your clients and your business.
Custom Account Health Monitoring implementation
Seemlessly integrate with your existing platforms
Exclusive - Customer Success Account Management Playbook
Custom Account Health Monitoring implementation
Seemlessly integrate with your existing platforms
Exclusive - Customer Success Account Management Playbook
B2B Customer Success Case Study
Blockdaemon - 200+ accounts, 130% Net Revenue Retention, less than 2% Churn
Blockdaemon - 200+ accounts, 130% Net Revenue Retention, less than 2% Churn
Blockdaemon - 200+ accounts, 130% Net Revenue Retention, less than 2% Churn
B2B Customer Success Case Study
Blockdaemon - 200+ accounts, 130% Net Revenue Retention, less than 2% Churn
Results
Sub 2% churn - only unavoidable churn (customer ceased operations)
40% of net new revenue from existing accounts; yielding 130% NRR
A robust onboarding and account management processes
A more efficient customer success team; 33% reduction in team size
Approach
Becoming the de-facto Trusted Vendor
With a carefully orchestrated, personalized account strategy that aligns with customer preferences, Blockdaemon was able to stay top-of-mind without overwhelming their clients. This thoughtful cadence ensures that every touchpoint feels relevant, fostering deeper engagement and driving long-term loyalty that led to a wide customer engagement surface area as customers looked to us as established experts
Obstacles
Dynamic data in an evolving industry landscape
The company faced a twofold challenge: maintaining personalized, high-touch engagement at scale without overwhelming internal teams, and avoid falling into the trap of blanket customer outreach that risked alienating customers. This created an urgent need for a structured engagement framework that preserved relevance and trust while accommodating rapid growth.
Results
Sub 2% churn
40% of revenue from existing accounts; 130% NRR
Onboarding and account management processes
33% reduction in team size
Approach
Becoming the de-facto Trusted Vendor
With a carefully orchestrated, personalized account strategy that aligns with customer preferences, Blockdaemon was able to stay top-of-mind without overwhelming their clients. This thoughtful cadence ensures that every touchpoint feels relevant, fostering deeper engagement and driving long-term loyalty that led to a wide customer engagement surface area as customers looked to us as established experts
Obstacles
Dynamic data in an evolving industry landscape
The company faced a twofold challenge: maintaining personalized, high-touch engagement at scale without overwhelming internal teams, and avoid falling into the trap of blanket customer outreach that risked alienating customers. This created an urgent need for a structured engagement framework that preserved relevance and trust while accommodating rapid growth.
Support
Support
Customer Service "as a service" for B2C startups
Customer Service "as a service" for B2C startups
Customer Service "as a service" for B2C startups
We implement or improve CRM automations alongside our battle-tested ticket deflection practices to help you settle your backlog and deliver the best possible customer support experience without breaking the bank.
Support
Customer Service "as a service" for B2C startups
We implement or improve CRM automations alongside our battle-tested ticket deflection practices to help you settle your backlog and deliver the best possible customer support experience without breaking the bank.
Custom CRM implementation with our robust systems and processes
Seemlessly integrate with your existing platforms
Exclusive - Customer support as a revenue growth method
Custom CRM implementation with our robust systems and processes
Seemlessly integrate with your existing platforms
Exclusive - Customer support as a revenue growth method
Prevent up to 80% of tickets with automations and ticket deflections
Ensure consistent user experience with agent and team-level performance reports and metrics
Increase your customer LTV by 15% with improved customer satisfaction levels
Increase your customer LTV by 15% with improved customer satisfaction levels
Completely resolve your support ticket backlog
Prevent up to 80% of tickets with automations and ticket deflections
Ensure consistent user experience with agent and team-level performance reports and metrics
Increase your customer LTV by 15% with improved customer satisfaction levels
Completely resolve your support ticket backlog
B2C Customer Serivce Case Study
QuadPay - 4 Million+ Customers and over 95% CSAT leads to a 9-Figure Exit
QuadPay - 4 Million+ Customers and over 95% CSAT leads to a 9-Figure Exit
QuadPay - 4 Million+ Customers and over 95% CSAT leads to a 9-Figure Exit
B2C Customer Serivce Case Study
QuadPay - 4 Million+ Customers and over 95% CSAT leads to a 9-Figure Exit
The Challenge
Scaling From Thousands to Millions Of Customers
When QuadPay found its product-market fit, the company rapidly scaled from 10,000 to 1 million. The company needed a robust system to manage the burgeoning customer base and free up the COO and head of finance from answering questions
Solution
Implementing Zendesk for Efficient Customer Support
With Zendesk, a significant portion of customer inquiries was automatically resolved through intelligent response systems, reducing the need for direct human intervention. This contributed significantly to reducing overall support costs while maintaining high levels of customer satisfaction.
Client Results
90%+ of conversations were resolved in <4 hours
From 3,000 to an 300,000 monthly inbound communications
80% ticket deflection rate
The Challenge
Scaling From Thousands to Millions Of Customers
When QuadPay found its product-market fit, the company rapidly scaled from 10,000 to 1 million. The company needed a robust system to manage the burgeoning customer base and free up the COO and head of finance from answering questions
Solution
Implementing Zendesk for Efficient Customer Support
With Zendesk, a significant portion of customer inquiries was automatically resolved through intelligent response systems, reducing the need for direct human intervention. This contributed significantly to reducing overall support costs while maintaining high levels of customer satisfaction.
Client Results
90%+ of conversations were resolved in <4 hours
From 3,000 to an 300,000 monthly inbound communications
80% ticket deflection rate
Testimonials
Hear the customer impacts we've made from the people we've helped
Hear the customer impacts we've made from the people we've helped
Hear the customer impacts we've made from the people we've helped
Testimonials
Hear the customer impacts we've made from the people we've helped
CX was instrumental in scaling QuadPay's support to field thousands of inbound requests while delivering excellent experiences for our customers.
Brad L, Co-Founder
QuadPay
Harrison's tireless work ethic and refusal to accept failure have significantly boosted our team's performance and customer satisfaction.
Kathy W
OtterBox
My team was slammed with a sudden 6x increase in volume and we needed someone who just could jump in and start with our runbook. CX was my first call.
David P, Head of Customer
Phantom
CX was instrumental in scaling QuadPay's support to field thousands of inbound requests while delivering excellent experiences for our customers.
Brad L, Co-Founder
QuadPay
Harrison's tireless work ethic and refusal to accept failure have significantly boosted our team's performance and customer satisfaction.
Kathy W
OtterBox
My team was slammed with a sudden 6x increase in volume and we needed someone who just could jump in and start with our runbook. CX was my first call.
David P, Head of Customer
Phantom
Here's our process
Here's our process
Here's our process
Step 1
Understanding Your Goals
We understand what it takes to meet your CX goals. We map those goals to your systems, processes, data, and poeple.
Step 2
Building Your Systems
We build a custom dashboard for request tracking and communication and implement the necessary systems, processes and methods.
Step 3
Ongoing Optimization
We deliver weekly reports summarizing performance and highlighting any concerns that need to be addressed and do regular check-ins to assess status and forecast future needs.
Step 1
Understanding Your Goals
We understand what it takes to meet your CX goals. We map those goals to your systems, processes, data, and poeple.
Step 2
Building Your Systems
We build a custom dashboard for request tracking and communication and implement the necessary systems, processes and methods.
Step 3
Ongoing Optimization
We deliver weekly reports summarizing performance and highlighting any concerns that need to be addressed and do regular check-ins to assess status and forecast future needs.
Step 1
Understanding Your Goals
We understand what it takes to meet your CX goals. We map those goals to your systems, processes, data, and poeple.
Step 2
Building Your Systems
We build a custom dashboard for request tracking and communication and implement the necessary systems, processes and methods.
Step 3
Ongoing Optimization
We deliver weekly reports summarizing performance and highlighting any concerns that need to be addressed and do regular check-ins to assess status and forecast future needs.
Step 1
Understanding Your Goals
We understand what it takes to meet your CX goals. We map those goals to your systems, processes, data, and poeple.
Step 2
Building Your Systems
We build a custom dashboard for request tracking and communication and implement the necessary systems, processes and methods.
Step 3
Ongoing Optimization
We deliver weekly reports summarizing performance and highlighting any concerns that need to be addressed and do regular check-ins to assess status and forecast future needs.
What can you expect working with us?
What can you expect working with us?
What can you expect working with us?
Expertise from 15 years scaling businesses across multiple industries
Holistic customer support, success, or experience strategy
Effortless integration into existing systems
"Choose your own adventure" - from 1-off assignments to full implementations
Ongoing monitoring, analysis, and evolution of solutions for maximum value
What can you expect working with us?
Expertise from 15 years scaling businesses across multiple industries
Holistic customer support, success, or experience strategy
Effortless integration into existing systems
"Choose your own adventure" - from 1-off assignments to full implementations
Ongoing monitoring, analysis, and evolution of solutions for maximum value
“How do I know it will work?”
We’ve spent 15 years scaling companies across multiple, completely different industries (consumer B2C, consumer crypto/fintech, B2B/B2C crypto/fintech, B2B supply chain, and more). We use a repeatable framework that has worked across industries and sizes.
“What if I don’t feel comfortable using AI?”
While some current AI solutions can be helpful for your team, we’ve been scaling businesses with automation for a decade before the current AI craze. We can help you automate with or without AI.
“What if need help immediately?”
The customer experience world is plagued by the detrimental beliefs that ramping up a team takes 30, 60, or even 90 days. Our expectations are much higher. We’ve created processes to "come in hot" and make an impact on your customers in days, not months
“What if I don't have time to train you”
No worries. We find whatever we need; with access to your internal communication tool or knowledge base to help us answer questions that come up.
“How do I know it will work?”
We’ve spent 15 years scaling companies across multiple, completely different industries (consumer B2C, consumer crypto/fintech, B2B/B2C crypto/fintech, B2B supply chain, and more). We use a repeatable framework that has worked across industries and sizes.
“What if I don’t feel comfortable using AI?”
While some current AI solutions can be helpful for your team, we’ve been scaling businesses with automation for a decade before the current AI craze. We can help you automate with or without AI.
“What if need help immediately?”
The customer experience world is plagued by the detrimental beliefs that ramping up a team takes 30, 60, or even 90 days. Our expectations are much higher. We’ve created processes to "come in hot" and make an impact on your customers in days, not months
“What if I don't have time to train you”
No worries. We find whatever we need; with access to your internal communication tool or knowledge base to help us answer questions that come up.
Book your chat with us to get started - or send us a message
Deliver a top-tier customer experience for your growing customer base without massive costs.
Deliver a top-tier customer experience for your growing customer base without massive costs.
Deliver a top-tier customer experience for your growing customer base without massive costs.
We'll implement customer-focused systems and processes that are tailored for your customers while sustaining customer loyalty.
Book your chat with us to get started - or send us a message
Deliver a top-tier customer experience for your growing customer base without massive costs.
We'll implement customer-focused systems and processes that are tailored for your customers while sustaining customer loyalty.