How Does Vercel Keep Support Lean With Agents?

Jeanne Grosser says an agent resolves 91 percent of Vercel support volume, so support runs far leaner than it did at Stripe. Business development is way leaner too. All inbound goes through a homegrown agent, all inbound qualification is done with an agent, and a large share of outbound is done with an agent.

At Stripe the plan was a go-to-market evolution every six months: take the natural next step in focus and never reorganize. For years the motion got slightly more specific on that cadence. Vercel is starting to follow the same pattern. Selling into e-commerce is a very different sale from selling into a tech company, so the company had just carved out an e-commerce vertical. The people who remain in support look for legitimate product problems and work closely with engineering. In some cases technical support writes pull requests to fix issues instead of working through tickets. Business development does more complex enterprise prospecting, or the team uses the role to test a hypothesis on a new player or on messaging. A data science agent can answer anything someone would have sent to revenue operations, and the group is a lot leaner and more efficient than the teams in her prior roles.

Sales quotas have gone up every six months she has been at Vercel. Part of the increase is product maturity and market readiness.