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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: what to automate vs keep human (2026 guide)

Customer success automation: what to automate vs keep human (2026 guide)

Customer success automation guide for 2026: what to automate vs keep human, a decision matrix, NRR and GRR benchmarks, and how Zipchat Code holds the support layer.

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How to cut time-to-first-value in half for SaaS | Zipchat Code

How to cut time-to-first-value in half for SaaS | Zipchat Code

TTFV predicts SaaS retention better than any metric. Find your activation milestone, fix the friction, and cut TTFV from 7 days to under 24 hours.

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SaaS customer support playbook 2026: the 3-tier model

SaaS customer support playbook 2026: the 3-tier model

The 2026 SaaS support playbook: 3 tiers, 47% AI deflection median, $0.18 to $11.40 per ticket, the metrics that predict churn. Build the model that scales without headcount.

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How to scale customer success without scaling your team

How to scale customer success without scaling your team

Scale customer success without adding headcount in 2026. CSM ratios by tier, NRR benchmarks, an automate-vs-human table, and the capacity math that gets 3x accounts.

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

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

Build SaaS self-serve onboarding that activates users without a CSM. Covers activation benchmarks, email cadence, AI support, and the failure modes that kill it.

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

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

The 4 core customer service KPIs explained, with 2026 benchmarks by channel and vertical, the formulas, and how AI changes CSAT, FCR, NPS, and AHT.

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

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

The customer service metrics that prove ROI, with 2026 benchmarks and a daily/weekly/monthly cadence to track customer service performance and act on it.

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Customer service response time: benchmarks and how to improve

Customer service response time: benchmarks and how to improve

Live chat averages 1m35s; best-in-class hits 12-30s and AI replies in seconds. 2026 response time benchmarks by channel and 8 levers to cut yours.

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Customer service skills and training for ecommerce teams

Customer service skills and training for ecommerce teams

The 10 customer service skills ecommerce teams need in 2026, how to hire and train for them, and how AI shifts the human queue to high-skill cases.

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20 FAQ page examples and best practices for ecommerce stores (2026)

20 FAQ page examples and best practices for ecommerce stores (2026)

20 real ecommerce FAQ examples across 7 verticals, the anatomy of a strong FAQ entry, where to place FAQs, and how FAQ schema drives AI citation in 2026.

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How to handle customer complaints and angry customers

How to handle customer complaints and angry customers

The LEARN framework, de-escalation scripts, 3 apology templates, and when AI handles a complaint vs escalates to a human. Fast response cuts escalation.

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Multilingual customer support with AI

Multilingual customer support with AI

40% of shoppers won't buy in a language they can't read. How AI handles multilingual customer support in any language and keeps your brand voice intact.

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Proactive customer service: reach out before customers complain

Proactive customer service: reach out before customers complain

Proactive customer service cuts WISMO 50-70% and converts hesitating shoppers. The 7 plays, a 5-step trigger setup, and how Zipchat runs proactivity.

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Customer self-service and knowledge base for ecommerce

Customer self-service and knowledge base for ecommerce

Build a knowledge base and AI agent that deflects routine tickets. What to include, self-service vs assisted support, and how to measure deflection.

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