Since Meta launched the groundbreaking new feature in February 2023, Instagram Broadcast Channels have proved they are here to stay. The clever DM-based functionality offers creators a way to connect more deeply with their most engaged followers (and a less cluttered way to reach them). If you’ve been looking for ways to get big updates…
We spoke with Constantina Samara, Head of Support at Synthesia, about the impact of AI and automation on scaling support in a cost-effective way, changing customer attitudes towards these technologies in customer service, and lessons learned from rolling out AI. In just four months, the number of Synthesia’s customers seeking support on a monthly basis…
Confused about good | Seth’s Blog How often do we assume that popular things are good, and that good things become popular? If your work doesn’t catch on, does that mean it wasn’t good? In almost every field, people with insight, taste and experience admire and emulate good things that aren’t popular, and are surprised…
Generating demand is about making people want stuff they had no desire to buy before encountering your marketing. Sometimes, it’s a short-term play, like an ecommerce store creating buzz before launching a new product. Other times, like with B2B marketing, it’s a long-term play to engage out-of-market audiences. In either situation, demand generation can quickly…
In my journey working with both small businesses and nonprofits, I’ve seen firsthand the unique challenges each faces. While they may seem worlds apart, the similarities are striking — both grapple with burnout, a need for steady growth, and a reliance on outside financing, whether it’s from lenders or donors. Small business owners often ask,…
Email is an essential channel for support, but email conversations lead to slower resolutions for customers when compared with synchronous channels like live chat. With the advent of AI-first customer service, a lot of frontline customer queries are now being dealt with by LLM-powered AI agents. Our own Fin AI Agent resolves more than 50%…
It’s going to get busy around here. I wanted to share some upcoming events (online and in person) so you can plan ahead… there are five more for the end of the week, but here we go: Linda Rottenberg is joining me on LinkedIn on Monday. She’s built an extraordinary organization that most people have…
We analyzed the organic growth of 1,600 SaaS companies to discover the SEO strategies that work best in 2024. In this article, we’re looking at bootstrapped SaaS companies that gained the greatest amount of referring domains in the past year. Bootstrapped businesses generally don’t have huge budgets to spend on marketing, so any strategy these small-but-mighty companies…
We launched the AI Assistant in Buffer to help our users generate new content, repurpose existing posts, and develop endless new ideas. Since its launch, over 55,000 people have used the feature. While we love that many people find it helpful in the creation stage, we’ve been curious about what happens after. How is the…
Intercom is rolling out a major evolution of our database architecture moving to Vitess – a scalable, open-source MySQL clustering system – managed by PlanetScale. For many years, Intercom has used Amazon Aurora MySQL as our default database. With the addition of our custom sharding solution for high scale data, Aurora MySQL has allowed us…