Building the (Support) Robot at Zapier

Deck accompanying an informal talk at Sterc.com about (support) automation at Zapier.

Transcript

1. ZAPIER
   BUILDING THE (SUPPORT) ROBOT
   

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2. > Me
   > Zapier
   > Support
   > Chrome Extension
   > Q&A
   

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3. FOKKEZB.NL/ABOUT
   > 2005-2009: Athletes in Action / Souls (Communication)
   > 2009-2012: Add Noise / Sites (Consulting)
   > 2013-2016: Appcelerator / Apps (Advocacy)
   > 2016: The Things Network / Networks (Advocacy)
   > 2017+: Zapier / APIs (Support Engineering)
   > Learn. Improve. Share.
   

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4. ZAPIER.COM/ABOUT
   

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5. HISTORY
   > September 2011: Idea
   > October 2011: Start @ Columbia
   Startup Weekend
   

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6. > May 2012: Launch @ Y Combinator
   Graduation
   > September 2012: Raised $1.3M
   > May 2014: Profitable
   > June 2016: 1M Users, $10M ARR
   > August 2017: 100 Zapiens
   > January 2018: 1K Integrations, $35M ARR
   

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7. TEAM
   

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8. > 134 Zapiens (or Zorps)
   > 69% in 26 US States
   > 31% in 15 other countries
   > Fully Remote
   > Awesome Culture
   

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9. CULTURE
   1. Default to Action
   2. Default to Transparency
   3. Grow Through Feedback
   4. Empathy, No Ego
   5. Don't be a Robot, Build the Robot
   

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10. HABITS
    > Friday Updates: Our Standups
    > Weekly Donut Calls: Our Lunches
    > Thursday Hangouts: Our Drinks
    > Semi-annual Retreats: Our Team Building
    

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11. TOOLS
    > Quip: Evergreen
    > Async: Changelog
    > Slack: Discussion
    > Zoom: Face-time
    

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12. SUPPORT
    > T1: 38 Customer Champions (28%)
    > All-Hands Support
    > T2: Support Engineers + Rotation
    > T3: Bug Fixing Shifts
    

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13. VALUES
    1. Persistent
    2. Knowledgeable
    3. Empathetic
    4. Attention to detail
    5. Love Zapier
    

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14. OFF-THE-SHELF TOOLS
    > Help Scout: Inbox
    > FullStory: VCR
    > Stripe: Money
    > Graylog: Logs
    > Mailgun: Mail
    

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15. ISSUE TRACKERS
    > Loki: App Bugs & FRs
    > Github: Product & Platform Bugs
    > AirTable: Feedback
    > JIRA: Roadmapping
    > Trello: Ad Hoc (deprecated)
    > Forms & Zaps
    

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16. CUSTOM TOOLS
    > Django Admin
    > Rover
    > Chrome Support Extension
    > Alfred/Chrome Custom Searches
    > Text Expander(s)
    > Slack & Zaps
    

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17. CHROME
    SUPPORT
    EXTENSION
    

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18. CONTEXT MENU
    

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19. ACTION MENU
    

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20. INJECTIONS
    

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21. HELP SCOUT
    

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24. MASQUERADE
    

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25. Q&API
    

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