Upgrade to Pro
— share decks privately, control downloads, hide ads and more …
Speaker Deck
Features
Speaker Deck
PRO
Sign in
Sign up for free
Search
Search
Building the (Support) Robot at Zapier
Search
Fokke Zandbergen
March 05, 2018
Business
1
170
Building the (Support) Robot at Zapier
Deck accompanying an informal talk at Sterc.com about (support) automation at Zapier.
Fokke Zandbergen
March 05, 2018
Tweet
Share
More Decks by Fokke Zandbergen
See All by Fokke Zandbergen
Lessons from integrating 1,500 APIs
fokkezb
0
140
Lessons from helping developers integrate 1,000 APIs with Zapier
fokkezb
1
130
We are all Remote Advocates
fokkezb
1
110
Cross-platform Native App ontwikkeling met Appcelerator
fokkezb
1
290
Building Native Mobile Apps using Javascript with Titanium
fokkezb
1
560
Getting Started with Titanium & Alloy
fokkezb
2
800
Cross-Platform Native Apps with JavaScript
fokkezb
1
360
Titanium: Develop Native Mobile Apps with JavaScript
fokkezb
3
520
Appcelerator OSS & Platform
fokkezb
2
840
Other Decks in Business
See All in Business
【Progmat】Monthly-ST-Market-Report-2025-Aug.
progmat
0
980
コミューン株式会社_採用候補者様向け資料
commune
PRO
1
4.2k
タケウチグループRecruit
takeuchigroup
0
7.8k
Strh株式会社 採用資料
strh
0
220
『ふりかえる力』を育み、メンバーの自走力を高める 1 on 1 / 1-on-1 sessions to foster self-reflection
tbpgr
1
1.1k
IT子会社のグローバルトレンド #scrumsendai / Global Trends in IT Subsidiaries
kyonmm
PRO
3
1.1k
Sales Marker Culture book
salesmarker
PRO
42
68k
拝啓、登壇回数0回だった一年前の私へ
natty_natty254
5
290
「なんとなく使いにくい」を論理的に説明する方法 〜プロダクトエンジニアとしてUXを議論できる第一歩〜
mkitahara01985
0
440
Sales Marker Culture Book(English)
salesmarker
PRO
2
6.3k
ナウビレッジ株式会社_会社紹介資料_20250821
nowvill
0
12k
ブランド・プランナー協会講座概要
brandingtechnology
0
1.1k
Featured
See All Featured
BBQ
matthewcrist
89
9.8k
Side Projects
sachag
455
43k
A Tale of Four Properties
chriscoyier
160
23k
Building Flexible Design Systems
yeseniaperezcruz
329
39k
The Cult of Friendly URLs
andyhume
79
6.6k
Designing Dashboards & Data Visualisations in Web Apps
destraynor
231
53k
Docker and Python
trallard
46
3.6k
No one is an island. Learnings from fostering a developers community.
thoeni
21
3.4k
Documentation Writing (for coders)
carmenintech
74
5k
Why You Should Never Use an ORM
jnunemaker
PRO
59
9.5k
Building an army of robots
kneath
306
46k
Optimizing for Happiness
mojombo
379
70k
Transcript
ZAPIER BUILDING THE (SUPPORT) ROBOT
> Me > Zapier > Support > Chrome Extension >
Q&A
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.
ZAPIER.COM/ABOUT
HISTORY > September 2011: Idea > October 2011: Start @
Columbia Startup Weekend
> 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
TEAM
> 134 Zapiens (or Zorps) > 69% in 26 US
States > 31% in 15 other countries > Fully Remote > Awesome Culture
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
HABITS > Friday Updates: Our Standups > Weekly Donut Calls:
Our Lunches > Thursday Hangouts: Our Drinks > Semi-annual Retreats: Our Team Building
TOOLS > Quip: Evergreen > Async: Changelog > Slack: Discussion
> Zoom: Face-time
SUPPORT > T1: 38 Customer Champions (28%) > All-Hands Support
> T2: Support Engineers + Rotation > T3: Bug Fixing Shifts
VALUES 1. Persistent 2. Knowledgeable 3. Empathetic 4. Attention to
detail 5. Love Zapier
OFF-THE-SHELF TOOLS > Help Scout: Inbox > FullStory: VCR >
Stripe: Money > Graylog: Logs > Mailgun: Mail
ISSUE TRACKERS > Loki: App Bugs & FRs > Github:
Product & Platform Bugs > AirTable: Feedback > JIRA: Roadmapping > Trello: Ad Hoc (deprecated) > Forms & Zaps
CUSTOM TOOLS > Django Admin > Rover > Chrome Support
Extension > Alfred/Chrome Custom Searches > Text Expander(s) > Slack & Zaps
CHROME SUPPORT EXTENSION
CONTEXT MENU
ACTION MENU
INJECTIONS
HELP SCOUT
None
None
MASQUERADE
Q&API