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
150
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
130
Lessons from helping developers integrate 1,000 APIs with Zapier
fokkezb
1
120
We are all Remote Advocates
fokkezb
1
110
Cross-platform Native App ontwikkeling met Appcelerator
fokkezb
1
280
Building Native Mobile Apps using Javascript with Titanium
fokkezb
1
550
Getting Started with Titanium & Alloy
fokkezb
2
790
Cross-Platform Native Apps with JavaScript
fokkezb
1
350
Titanium: Develop Native Mobile Apps with JavaScript
fokkezb
3
510
Appcelerator OSS & Platform
fokkezb
2
820
Other Decks in Business
See All in Business
採用ピッチデック
macloud
3
75k
GMOフィナンシャルHD 会社紹介資料
gmofh_hr_team
0
50k
AIUX is Agentic UX
kan
0
280
【全ポジション共通】㈱エグゼクション/会社紹介資料
exe_recruit
1
1.3k
エンジニアの紹介
laboroai2016
0
310
jinjer recruiting pitch
jinjer_official
0
73k
Management Workflow
dskst
2
330
ちゅらデータ会社紹介
churadata
0
710
採用説明資料
recruit_mitsukaru
0
1k
20250701_UPDATER_companysummary
updater_pr
0
80k
ポート株式会社_会社紹介資料(2025/06/13更新)
portpr
1
2.3k
大AI時代を長く活躍するための 「コンフォート・ゾーン」の新解釈
mkitahara01985
0
800
Featured
See All Featured
Speed Design
sergeychernyshev
32
1k
Imperfection Machines: The Place of Print at Facebook
scottboms
267
13k
StorybookのUI Testing Handbookを読んだ
zakiyama
30
5.8k
Let's Do A Bunch of Simple Stuff to Make Websites Faster
chriscoyier
507
140k
The Invisible Side of Design
smashingmag
300
51k
Done Done
chrislema
184
16k
Agile that works and the tools we love
rasmusluckow
329
21k
Being A Developer After 40
akosma
90
590k
What's in a price? How to price your products and services
michaelherold
246
12k
The World Runs on Bad Software
bkeepers
PRO
69
11k
A better future with KSS
kneath
239
17k
[RailsConf 2023] Rails as a piece of cake
palkan
55
5.6k
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