Syncly (YC W23)

Happy Thanksgiving! Appreciate every customer experience team who'll be online to delight customers during the busiest season of the year. Co-founders and I will also be online to support all Syncly (YC W23)'s customers across the world!

Today is the deadline to apply for Y Combinator W25 batch. YC was a game-changer, and my lessons learned below are now our company's DNA. 1. Find the hair-on-fire problem - YC founders retreat 2. Nobody is going to buy your product to solve their problem. Sell yourself as a founder whose life mission is to solve their problems - Ryan Neu (CEO at Vendr YC S19) 3. Don’t make excuses for why you can’t move faster - my group partners Gustaf Alströmer 🇺🇦 and David Lieb 4. Don't lose your pace after graduating YC - Dalton Caldwell (YC Managing partner) 5. Startups die if they run out of cash, no matter the reason - Garry Tan (YC President) Full version of lessons learned from YC in comments. Apply YC!

Annual recap/planning season is coming, so we put together a FREE VoC template with Speak, the AI language learning app backed by OpenAI. Available to download for free here: https://lnkd.in/g7mX3bpK

👋 All my customer success/support friends! 🧠 Wanna see how Syncly (YC W23) is helping companies centralize customer feedback across various touch points? ❤️ Wanna learn a latest use case in understanding your happy/unhappy customers throughout user journey and prevent churn? Wanna get a free demo session with me and Joseph D. Lee? 😎 Tomorrow 2:40pm EST, 11:40am PST. Don't miss out. Registration link 👇 https://lu.ma/kdlwsdrd

Last week, we got your CX team ready for BFCM. This week, I want to dig into something that’s just as important (maybe even more): How to use the next few months to prep your CX team for 2025. I know it’s hectic as hell, but trust me, it takes more awareness than anything else. Today, I’ll talk about the metrics to look at and things to consider as you head into the end of 2024. Also, to keep this newsletter 120% me, I’ll be sprinkling in some cash-saving secrets and travel tips going forward. You’ll find them at the end of the newsletter in a fresh new section—and trust me, they’ll be GOOD. I’m spilling the tricks that have saved me a ton of $ and allowed me to travel to 36 countries, staying in some of the world’s best hotels—for free. Excited to hear your thoughts on this addition! Brought to you by Syncly (YC W23) 💜

Syncly (YC W23) got the Proddy Awards two years in a row! 🎉 Huge thanks to Carlos Gonzalez de Villaumbrosia and the Product School team for recognizing us as the winner. Shoutout to the other winners: Figma, Amplitude, Gainsight, Heap | by Contentsquare, ThoughtSpot, Merge, Airtable, Linear, Sendbird, Appcues, Mixpanel, Lucid Software, ClickUp, and others!

Our customer told us this on a call today, and this is why I do a startup and what keeps me motivated. Let's get back to work. I just wanted to call out thanks to the Syncly team because it has an actual impact already. It’s really helping us identify key issues that our customers are facing and increase their experience. These are the things we were really struggling to surface up before because we receive a ton of customer feedback in many different formats from many different channels.

A few takeaways from sessions at Support Driven Leadership Summit in Chicago last week. - The average NRR was 120-130 during the pandemic, and now it drops to 108-110. Utilizing AI in a smart way helps increase NRR, and customer sentiment analysis is where AI can be really helpful. (Neil Smith at Iterable) - Customers will love your CX team when you show up at your best, in a setting where they expect to see only Sales. (Justin Grenier at Articulate) - Taking support metrics public will help your entire org to find gaps and solve problems faster, and help teams understand how CX lives in every corner of your company. (Kenji Hayward at Front)  - Paying it forward helps you grow as a leader. Investing in the success of others. (Hilary Dudek at Gamma) - Actively cross-collaborating with other teams, such as the product team, helps Grammarly's CX team to achieve a double-digit negative sentiment transformation rate and churn prevention. (Iryna Shevelova at Grammarly) Kudos to Scott Tran and the Support Driven team for organizing such a great summit. Thank you for the opportunity to sponsor!

Syncly (YC W23) is delighted to sponsor the Support Driven Leadership Summit in Chicago. Swing by and say hi! 🎉 Welcome party (Sponsored by Syncly) at Chicago Brewhouse, 4 - 6pm CT, Oct 8th (Today!) 📅 Date: 9AM - 6PM CT, Oct 9-10. 📍Location: TeamWorking, 20 N Upper Wacker Drive, Suite 1200 Chicago

Here are more takeaways from 8 days customer tour in the UK and Canada, and the reason why I am a big believer in in-person settings. 1. Seeing how our clients implement Syncly (YC W23) firsthand gave insights on engaged teams and their goals. In Canada, one client stood out for their enthusiasm. They used Syncly not only for product insights and customer sentiment for their CX and Product teams but also to leverage Syncly's sentiment analysis to identify customers for positive marketing testimonials. It was exciting to see clients expanding Syncly’s use in innovative ways.   2. Connecting with new customers and reengaging with those we had briefly lost contact with via FaceTime was very effective in advancing our efforts. It was more than just delivering a product demo; it was a chance to share our vision, and our approach to serving customers. As Ryan Neu (CEO at Vendr) mentioned in a Y Combinator session, “Sell yourself as a founder.” Meeting in person was the perfect way to put this advice into practice. 3. We redefined our ideal customer profile (ICP) from a new perspective, considering our diverse clients, from fast-growing early-stage companies to enterprises. A key insight from our tour was the active involvement of CEOs and co-founders in customer experience and product development. Even in mid to enterprise-level companies, these leaders engage in weekly discussions on customer experience and product sessions, driving growth and emphasizing the importance of customer feedback. It was rewarding to see that we support businesses focused on providing exceptional customer experience across the entire org, and they're the best fit for us. The last takeaways to come.