AI for document management: What works for growing teams
As a team scales, so does its knowledge, and with it, an ever-expanding volume of documents. The key to managing this growth isn’t just adding more hands, but empowering the entire operation with a new level of intelligence. AI for document management offers this power, making chaotic document libraries into organized, searchable, and secure knowledge
AI prospecting tools that integrate with your CRM stack
Prospecting is one of the most critical but time-consuming tasks in sales. Researching prospects and personalizing outreach can easily consume hours each day. AI prospecting tools promise to automate much of this work, but to be effective, they must integrate directly with a CRM. Without deep CRM integration, AI outputs can create duplicates, fragment your
AI prospecting tools that integrate with your CRM stack
Prospecting is one of the most critical but time-consuming tasks in sales. Researching prospects and personalizing outreach can easily consume hours each day. AI prospecting tools promise to automate much of this work, but to be effective, they must integrate directly with a CRM. Without deep CRM integration, AI outputs can create duplicates, fragment your
The 7 best AI knowledge base examples from companies we love
Support leaders share the same headache — tickets keep piling up, but adding more agents isn’t an option. AI-driven knowledge bases can cover the gaps. An AI knowledge base uses artificial intelligence to deliver accurate answers to customers. AI tools, like HubSpot’s AI agent Breeze, can help teams craft knowledge base documentation to solve common
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
