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Carlo Bellati

Carlo Bellati

Founder

14 articles published

About Carlo

Where he leads the company’s vision for agentic conversational commerce and oversees strategy across product, go-to-market, and customer success. With over seven years of experience building, scaling, and advising SaaS companies, he specializes in helping eCommerce brands unlock revenue growth and operational leverage through AI-powered automation.

Before founding Zipchat AI, he built uDroppy, a venture-backed B2B SaaS marketplace connecting eCommerce brands with top-tier suppliers in China. Backed by Jason Calacanis, Marco Zappacosta (Co-Founder of Thumbtack), and Sequoia Capital, uDroppy enabled thousands of merchants to streamline sourcing and scale globally.Earlier in his career, he held sales roles at Oracle and Salesforce, where he developed a deep foundation in enterprise selling—an experience he credits as pivotal to his success as a founder and revenue leader.Over the past years, he has led international teams, raised venture capital, brought multiple SaaS products to market, and helped companies align Sales, Marketing, and Customer Success to drive predictable, scalable growth. His expertise spans AI in commerce, GTM strategy, SaaS growth, and revenue operations.In addition to his work as a founder, he teaches Customer Relationship Management at Grenoble Ecole de Management. He holds a degree in Management Engineering from Politecnico di Milano and a Master’s in Business Development & International Business Management from Grenoble Ecole de Management.A global operator, he has lived and worked across Europe and now shares insights daily on LinkedIn about AI, eCommerce, SaaS growth, and the future of human–AI collaboration in revenue teams.

AI in eCommerce, SaaS Product Scaling, Revenue Operations, Enterprise Sales, eCommerce Automation, GTM Strategy, Marketplace Operations, Customer Lifecycle Management

Articles by Carlo

14 published articles

Customer success automation guide: what to automate vs. keep human in 2026

Customer success automation guide: what to automate vs. keep human in 2026

Learn which customer success workflows to automate in 2026, which require human judgment, and how to use AI to scale CS without adding headcount.

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Cut time-to-first-value in half: the SaaS activation playbook

Cut time-to-first-value in half: the SaaS activation playbook

Time-to-first-value is the leading SaaS retention predictor. Learn how to identify your activation milestone and use AI to cut TTFV from days to hours.

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SaaS customer support playbook: the 2026 operating model

Build a SaaS customer support operation that scales. Covers ticket tiers, AI deflection, engineering escalation control, and the metrics that predict churn risk.

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Scale customer success without scaling your team: the SaaS CS playbook

Grow your SaaS from 200 to 2,000 accounts with the same CS team. The AI-first model that handles 60% of CS volume automatically and keeps CSMs focused on revenue.

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Self-serve onboarding SaaS playbook: sequence design, metrics, and failure modes

Build a SaaS self-serve onboarding system that activates users without CSM involvement. Covers sequence design, activation metrics, email cadence, and AI support layers.

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Customer service KPIs: CSAT, FCR, NPS, and AHT explained

Definition, formula, and 2026 benchmarks for every customer service KPI: CSAT, FCR, NPS, AHT, CES, and deflection rate. Includes how AI changes each metric.

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How to track customer service performance: metrics, tools, and cadence

The exact process for tracking customer service performance: which dashboards to build, which metrics to pull weekly vs monthly, and how to turn data into action without spreadsheet overload.

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Customer service response time: benchmarks and how to improve

First response time and average resolution time benchmarks by channel for 2026, plus 8 levers to cut response time and how AI achieves under 10 seconds on chat.

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Customer service skills and training for ecommerce teams

The 10 skills ecommerce customer service teams need in 2026, how to hire for them, how to train effectively, and how AI changes the skill profile required.

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FAQ examples and best practices for ecommerce stores

10 FAQ examples by ecommerce vertical, the anatomy of a great FAQ entry, FAQ placement strategy, how to build from support tickets, and FAQ schema for AI citation.

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How to handle customer complaints and angry customers

The LEARN framework, 3 apology email templates, de-escalation scripts, and when to escalate. A practical playbook for handling complaints in ecommerce.

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Multilingual customer support with AI

How AI delivers multilingual customer support in 95+ languages, the cost vs quality comparison with human translation, and how to preserve brand voice across languages.

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Proactive customer service: reach out before customers complain

What proactive customer service is, 7 proactive plays for ecommerce, a 5-step trigger setup, and how Zipchat's proactive chat reduces WISMO by 40% before tickets form.

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Customer self-service and knowledge base for ecommerce

How to build a self-service hierarchy, structure a knowledge base, and use AI to convert docs into live answers. Includes deflection rate benchmarks and failure modes.

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