Deck accompanying an informal talk at Sterc.com about (support) automation at Zapier.
ZAPIERBUILDING THE (SUPPORT) ROBOT
View Slide
> 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 @ ColumbiaStartup Weekend
> May 2012: Launch @ Y CombinatorGraduation> 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
CULTURE1. Default to Action2. Default to Transparency3. Grow Through Feedback4. Empathy, No Ego5. 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
VALUES1. Persistent2. Knowledgeable3. Empathetic4. Attention to detail5. 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
CHROMESUPPORTEXTENSION
CONTEXT MENU
ACTION MENU
INJECTIONS
HELP SCOUT
MASQUERADE
Q&API