From Impossible to Inevitable by Aaron Ross & Jason Lemkin

What is Intercom and how does it differ from Zendesk?

Intercom is a customer communications platform built around conversational support — chat, in-app messaging, and proactive outreach. Zendesk is a ticket-based support system better suited for high-volume support operations with complex workflows and reporting. Intercom is better for SaaS companies wanting to combine sales chat, onboarding, and support in one tool. Zendesk is better for teams with structured support processes, SLAs, and large support teams.

What is Rippling and why is it different from other HR tools?

Rippling is unique because it manages HR, payroll, benefits, IT (device management, app provisioning), and finance in a single platform. When you onboard an employee in Rippling, you can simultaneously provision their laptop, assign their software access, enroll them in benefits, and add them to payroll — all from one workflow. For companies that want to eliminate the HR/IT coordination gap, Rippling is compelling despite its higher price.

How does billing software differ from accounting software?

Billing software (Chargebee, Stripe Billing, Recurly) manages recurring subscriptions, invoicing, and revenue recognition for SaaS and subscription businesses. Accounting software (QuickBooks, Xero) handles the full general ledger — expenses, payroll, taxes, and financial reporting. Most subscription businesses need both: billing software for the customer-facing revenue lifecycle and accounting software for financial reporting. Many integrate via native connectors or Zapier.

How do I request a SOC 2 report from Amazon Business?

SOC 2 reports for Amazon/AWS are available through AWS Artifact at no cost. Log in with any AWS account, navigate to Reports, filter by "SOC", and download the SOC 2 Type II report. If you don't have an AWS account, contact your Amazon Business account manager to receive the report directly under NDA.