👋 I'm Alex, and here's my story in a nutshell:
- Founded 3 businesses: one sold for 8-figures, the other valued at $40M+, and my latest is just starting up
- Early #buildinpublic founder with Groove’s Journey to 100K blog
- Featured in 100+ media outlets
📈 $0-$5M ARR without funding with Groove
🎯My new challenge: Bootstrapping a new SaaS in public from Zero to $10M ARR in 3 years w/ 50%+ EBITDA
💸 Sharing my learnings on building highly profitable, capital efficient, lean, bootstrapped SaaS business
What you'll get by following me:
🚀 Actionable tips to grow a profitable SaaS business
📚 Education around the future of AI in customer service
🔥 Transparent & actionable advice, no fluff
💼 Exclusive updates on growth
Ready to build the highly profitable, capital-efficient, bootstrapped SaaS of your dreams?
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In this first episode of the Alex and Tom show, Tom and I are pulling back the curtain on what we're building with Helply and how we're evolving Groove.
Timestamps:
00:04 - Intro to Head of Growth at Helply
01:21 - Overview of conversation
03:10 - Reflecting on the "Our Journey" page
08:20 - Why we do content marketing
09:20 - Platform-specific content creation
11:50 - Being a believer in accrued learning
13:10 - What does version 1 of Helply look like?
18:34 - Where did the need of Helply come from?
20:30 - The problem with chasing shiny objects
23:08 - How did you come up with the concept of the knowledge bridge?
29:48 - Why was knowledge bridge established?
35:22 - Overall thoughts on A.I.
43:35 - Why we want to leverage A.I. the right way
44:35 - The importance of commoditization and A.I.
52:29 - Outro
We're diving deep into:
1. Helply's newest core feature: the Helply Knowledge Bridge
- Tackling the eternal knowledge base headache head-on
- Using AI to analyze a year's worth of support tickets
- Mining support data to spot trends and topics
- Matching these trends against existing knowledge bases
- Exposing gaps between tickets and knowledge base content
- Giving companies X-ray vision into their support needs
2. v1 of Helply's AI agent CX widget
- Beta testing Helply’s AI agent with Groove right now
- Targeting 70%+ of tier one support coverage answered out of the gate
- Gunning for 100% in 2-3 years
- Laser-focusing on B2B SaaS, with eyes on e-commerce and digital services
3. The new 'Our Journey' page
- Evolving the concept from the 100K Journey blog
- Building a living, breathing timeline of our founder's journey
- Updating weekly with Helply's evolution
- Pioneering "journey mode" marketing
- Creating a masterclass in building a SaaS business
4. Customer development process
- Diving headfirst with 350+ customer development calls
- Validating hypotheses before writing a single line of code
- Using a simple marketing page to spark conversations
- Shining a spotlight on real customer pain points
5. AI in customer service insights
- Recognizing AI is kicking down the door in customer service
- Obsessing over data optimization for peak AI agent performance
- Targeting tier one support tickets
- Balancing AI agents with the human touch
6. Strategies to avoid commoditization in AI-powered SaaS
- Creating a brand, a story, and movement-not just a chatbot
- Niching down hard into B2B SaaS
- Developing at breakneck speed, constantly adding features
- Owning our USP with journey mode marketing
7. Growth strategy
- Growing with our existing Groove customer base
- Eating our own dog food-Groove is Helply's first power user
- First phase of testing different outbound strategies alongside our content marketing
- Educating the market on AI in customer service
Want to see how we're reshaping customer service with AI for yourself? Give Helply a try.
You'll get our Knowledge Bridge that learns from your existing data and optimizes your knowldge base, our evolving CX AI Agent widget that handles 70%+ of tier-one support, and all the insights we've gained from a decade in SaaS. We're moving fast and improving daily.
Spots are limited. Join our invite only demo here:
helply.com/demo
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helply.com/newsletter
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FIND ME ON LINKEDIN
www.linkedin.com/in/alex-turnbull-1ab9992/