Marty Kausas’ Post

💫 When Simple Beats Technical in SaaS "If you can't explain it simply, you don't understand it well enough." This quote keeps popping up as I watch successful B2B software companies communicate. The strongest messages rarely come from complexity. They come from clarity. Think about Slack's growth. They could talk about their real-time messaging architecture. Instead? "Be less busy." Or look at Stripe. They could dive deep into payment processing protocols. Instead? "Payments infrastructure for the internet." The best part? These companies still have all the technical depth. They just don't lead with it. Watch their communication patterns. They start with clear business impact. Then layer in technical proof. Not the other way around. Their weekly rhythms tell the story: Monday talks about problems they solve. Tuesday shows how they solve them. Wednesday proves it with technical details. Thursday shares customer success. Friday opens discussions about industry challenges. But every single message, no matter how technical, starts with clarity. 🌟 The pattern becomes obvious. Start simple. Build trust. Then dive deep. Not complex first. Simple first. I'm seeing this work across every SaaS vertical. From developer tools to enterprise platforms. Simple isn't dumbing down. Simple is opening doors. Simple starts conversations. Simple builds trust. Simple wins. ✨ Then the technical depth proves it. What's your go-to one-liner that instantly clicks with prospects? 💭 Ready to simplify your messaging? Let's talk about clear communication that converts. #B2BSaaS #MessageStrategy

🔧 𝗠𝗮𝗸𝗶𝗻𝗴 𝗟𝗶𝗳𝗲 𝗘𝗮𝘀𝗶𝗲𝗿 𝘄𝗶𝘁𝗵 𝗠𝗮𝗰𝗿𝗼𝘀 𝗮𝗻𝗱 𝗧𝗿𝗶𝗴𝗴𝗲𝗿𝘀 🔧 As a Zendesk admin, one of the easiest ways to save time and improve the support process is by using macros and triggers. These tools are simple but powerful when it comes to handling tickets efficiently. 𝟭. 𝗦𝗲𝘁 𝗨𝗽 𝗠𝗮𝗰𝗿𝗼𝘀 𝗳𝗼𝗿 𝗖𝗼𝗺𝗺𝗼𝗻 𝗧𝗮𝘀𝗸𝘀: There are always those questions that come up again and again. Instead of typing the same response over and over, create a macro to handle it. Macros let agents reply quickly with just one click, cutting down on response time and making sure answers are consistent. 𝟮. 𝗔𝘂𝘁𝗼𝗺𝗮𝘁𝗲 𝗔𝗰𝘁𝗶𝗼𝗻𝘀 𝘄𝗶𝘁𝗵 𝗧𝗿𝗶𝗴𝗴𝗲𝗿𝘀: Triggers can automatically perform actions based on conditions you set. For example, you can create a trigger that assigns a high-priority ticket to a specific agent as soon as it comes in, or one that sends a follow-up message after a certain amount of time. These small automations save time and help prevent things from slipping through the cracks. 𝟯. 𝗖𝘂𝘀𝘁𝗼𝗺𝗶𝘇𝗲 𝗳𝗼𝗿 𝗬𝗼𝘂𝗿 𝗧𝗲𝗮𝗺’𝘀 𝗡𝗲𝗲𝗱𝘀: Every team works a little differently, so customize your macros and triggers to fit your workflow. Make sure they address the specific needs of your customers and agents, and don’t be afraid to tweak them as your processes evolve. 𝟰. 𝗞𝗲𝗲𝗽 𝗜𝘁 𝗦𝗶𝗺𝗽𝗹𝗲: Don’t overdo it with too many macros or triggers. Start with the basics and add more as you see a need. Too many options can be confusing for your team. Macros and triggers make everyday tasks easier and faster for everyone. They’re small tools, but they make a big difference when it comes to streamlining support. How do you use macros and triggers in your workflow? #Zendesk #CustomerSupport #MacrosAndTriggers #SupportTools #Efficiency

If you're planning to go-to-market by building an app on an existing platform and you're worried about being copied by the platform, read the post of Centro on the acquisition of Slack by Salesforce For context, Centro provides an integration between Slack and Salesforce. TLDR: The idea that a company will just copy what you do and make your business irrelevant is a grounded and rational fear, and you should always question your roadmap. BUT if you care about the problem you solve and your customers love what you do, you developed institutional knowledge very hard to replicate. Retool is using Centro to connect Slack to Salesforce, despite all the integrations Salesforce and Slack built. And since Centro is focused on one problem, they're solving it very well and keep going deeper and deeper to deliver value with solutions very hard to copy. The article in the comments

In 2011 the Founder of Zendesk called Freshdesk "A-FREAKING-RIP OFF" Some context 👇 Zendesk was founded in Denmark in 2007 Freshdesk was founded in India in 2010 Zendesk was the first to market and the rising star. In 2011 a Zendesk admin discovered Freshdesk and started a tweet storm: "Seems to me that Freshdesk is an unethical troll trying to cash in on Zendesk's name. But that could just be me..." Founder of Freshdesk responded "a pretty harsh comment from someone we respect and follow at CloudAve. Have you tried Freshdesk? An obj review will help us all" Zendesk admin: "well your name is a blatant attempt to piggyback IMO cc/ mikkelsvane" Founder of Zendesk hops in: "you know what they say. Imitation is the sincerest form of WAIT-WHAT-A-FREAKING-RIP-OFF! ;-)" -- And BOOM, the founder of Zendesk put Freshdesk on the map by engaging publicly. Freshdesk even made a website documenting this incident (ripoffornot[dot]org). Although Freshdesk had (and continues to have) a subpar product, this engagement gave Zendesk followers visibility into them. -- Freshdesk continued to grow and become a big pain-in-the-ass and definitely visually tried clone Zendesk, but never was able to build the more advanced ticketing features (e.g. conditional fields, complex triggers, more custom reporting). Regardless, today Freshdesk is worth $5.03B on the public markets.

🚀 Exciting news for Zendesk users! Agents can now boost productivity with automatic capacity release for inactive messaging conversations. This means faster responses for customers and more efficient workload management. 🕒 Admins, make sure to enable this feature if you're on the improved messaging backend. Learn more about setting up in Zendesk's community forum! or visiting the following article URL [https://lnkd.in/dfUjSmx5] #Zendesk #CustomerSupport #CustomerService #Collabaration #Productivity #ZendeskCapacityRules

If you interact with customers via Slack, you gotta try Pylon. I use it to send a weekly roundup to each of our shared customer Slack channels. It makes it super easy to create a beautifully formatted Slack message and push it to all of our customer channels at once. We get great feedback on these - "I love getting your product updates in Slack, I read them every week!" (a real customer quote from last week!). They're so easy to do and they make it easy for our customers to keep up with the latest features and content coming from our team. When customers engage with or reply to the messages, I get a thread in the channel of my choice showing me all their comments, clicks, and reactions in one place. Here's the update I sent this week! Thanks Pylon 💜

Hey Zendesk admins - now that 2025 is here, it’s time to hit the reset button and set yourself up for success! Here are 6 practical resolutions to keep your Zendesk instance running smoothly and efficiently: 1️⃣ Leverage AI thoughtfully - Use bots and automations to save time, but always keep the human touch where it matters most. 2️⃣ Declutter your instance - Say goodbye to outdated triggers, views, and unused fields. A clean instance = happier admins and agents! 3️⃣ Automate with precision - Build workflows that are efficient and scalable—no more duct-tape solutions. 4️⃣ Utilize that sandbox - Test changes safely before deploying to production and avoid those “oops” moments. 5️⃣ Focus on agent experience - Optimize workflows, add clear help text, and simplify processes to empower your team. 6️⃣ Communicate and align - Regular check-ins and collaboration can nip misalignment in the bud. What’s your Zendesk admin resolution for 2025? Let’s share ideas and make this the year of smarter support systems! 🚀 #Zendesk #CustomerSupport #NewYearResolutions #ZendeskAdmin

I messed up—bad. 😅 While testing a Pipedrive automation, I accidentally duplicated 200+ deals. Yeah, not fun. To make things worse, it spammed my entire team on Slack with notifications. 🙈 Here’s the thing—I run an automation company. I live for this stuff. But even experts make mistakes. The real lesson? It’s not about avoiding mistakes, it’s about fixing them fast. Here’s what I did: 1️⃣ Took ownership and immediately told my team. 2️⃣ Deleted 50 Slack messages manually (faster than automating that part). 3️⃣ For the 200+ duplicate deals? Automation to the rescue. With Relay.app, I built up a flow that fixed everything in under 10 minutes with their bulk-run feature. Easy. Before running it, I sent my CTO a quick Loom to review the plan (5 minutes, tops). It was handled, my team laughed about it, and we moved on. No drama. 💡 Here’s the truth: If you’re scared of automation, it’s not because the tools are broken—it’s because you’re not comfortable with them yet. Mistakes happen. But when you know what you’re doing (or have the right team), automation becomes your safety net. Let’s stop pretending automation is all smooth and perfect. It’s not. But it’s powerful, and it makes your life a lot easier—when you use it right. #salesautomation #aiautomation #pipedrive

I analyzed Slack's early growth strategy (2013-2015) and found the hidden lever most SaaS companies miss: They turned their biggest weakness into their growth engine. The problem: Email was still king. Teams lived in their inboxes. Slack's solution wasn't fighting this habit. Instead, they INTEGRATED with email: - Every channel got an email address - Email replies appeared in channels - Email notifications for mentions - Email digests for missed messages The data shows why this worked: - 70% of early users came through email integrations - Teams migrated gradually (not all-at-once) - Email users eventually became power users - It removed the "everyone or no one" adoption barrier Stewart Butterfield (Slack CEO) later revealed: "We didn't try to change behavior on day 1. We met users where they were." Modern SaaS lesson: Don't force users to change their workflow immediately. Build bridges between their current and future state. What's your biggest product adoption barrier?

Interested in migrating from Zendesk to HubSpot Service Hub? Worried about it becoming a DIY nightmare? 😱 Discover how to make it a seamless (not scary) process: https://hubs.ly/Q02w-XVH0 #ZendeskMigration #Zendesk #HubSpot