Getting SaaS pricing right (1/2) - Varun Shoor, Kayako | BTS E14 | SaaSBoomi Podcast
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The Rise of Intercom in the SaaS Customer Service Space
I idolize intercom and they do a bunch of those things which I have realized are the right approaches. This was the gold standard in the SaaS customer service space at least. One is no grandfathering, very controversial, but no grandfathering. You should not grandfather. Two, they experiment with their pricing every six months. And I think that's the most important growth lever you have. Yes, they've received a lot of flack, but the product's so good that people just don't have an option. The option is just trash, more or less. There's still nothing which nails messaging on the marketing side and customer service and acts like a bridge with like being
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