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Building the (Support) Robot at Zapier
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Fokke Zandbergen
March 05, 2018
Business
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Building the (Support) Robot at Zapier
Deck accompanying an informal talk at Sterc.com about (support) automation at Zapier.
Fokke Zandbergen
March 05, 2018
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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