Upgrade to Pro — share decks privately, control downloads, hide ads and more …

Building the (Support) Robot at Zapier

Avatar for Fokke Zandbergen Fokke Zandbergen
March 05, 2018
Business
200
1

Building the (Support) Robot at Zapier

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

Avatar for Fokke Zandbergen

Fokke Zandbergen

March 05, 2018

More Decks by Fokke Zandbergen

See All by Fokke Zandbergen
Lessons from integrating 1,500 APIs
Avatar for Fokke Zandbergen fokkezb
0
180
Lessons from helping developers integrate 1,000 APIs with Zapier
Avatar for Fokke Zandbergen fokkezb
1
160
We are all Remote Advocates
Avatar for Fokke Zandbergen fokkezb
1
150
Cross-platform Native App ontwikkeling met Appcelerator
Avatar for Fokke Zandbergen fokkezb
1
330
Building Native Mobile Apps using Javascript with Titanium
Avatar for Fokke Zandbergen fokkezb
1
610
Getting Started with Titanium & Alloy
Avatar for Fokke Zandbergen fokkezb
2
850
Cross-Platform Native Apps with JavaScript
Avatar for Fokke Zandbergen fokkezb
1
410
Titanium: Develop Native Mobile Apps with JavaScript
Avatar for Fokke Zandbergen fokkezb
3
560
Appcelerator OSS & Platform
Avatar for Fokke Zandbergen fokkezb
2
900

Other Decks in Business

See All in Business
株式会社BALLAS 会社案内
Avatar for 株式会社BALLAS ballas_inc
0
41k
スマサテでの日々 -Sumasate Tour Deck-
Avatar for Sumasate sumasate
0
890
「この数字おかしくない？」対応に追われていたのに、 Claude Codeで設計改善まで着手できた話
Avatar for MatsumotoKoki matsumotokoki
0
260
こだわりを手放したことで気づけたスクラムマスターとしての振る舞い
Avatar for kawanotron kawanotron
1
310
川下り型キャリア感できのこってきた 35歳子育て世帯の葛藤
Avatar for ikasumi_wt ikasumiwt
0
280
Mercari-Fact-book_en
Avatar for Mercari, Inc. mercari_inc
2
37k
会社紹介資料
Avatar for GA technologies gatechnologies
3
200k
OKRの本質 / Scrum Fest Osaka 2026
Avatar for Yasunobu Kawaguchi kawaguti
PRO
5
3k
【ブログ用サンプル】Claudeを活用したエージェント分析レポート自動生成例
Avatar for 新美彩加 sai0412
0
440
WDB株式会社エウレカ社会社説明資料
Avatar for eureka eureka01
0
3.8k
スクラムマスターの観察眼 〜AIによる3days爆速キャッチアップと次の一手〜/The Scrum Master's Insight: Lightning-Fast 3-Day Catch-Up with AI and the Next Move
Avatar for 小田中育生 ikuodanaka
3
540
結果、生き残った_きのこカンファレンス2026
Avatar for ゆるふわヒーラー yurufuwahealer
0
200

Featured

See All Featured
Reality Check: Gamification 10 Years Later
Avatar for Sebastian Deterding codingconduct
0
2.2k
HTML-Aware ERB: The Path to Reactive Rendering @ RubyCon 2026, Rimini, Italy
Avatar for Marco Roth marcoroth
3
380
Introduction to Domain-Driven Design and Collaborative software design
Avatar for Kenny Baas-Schwegler baasie
1
920
Designing Powerful Visuals for Engaging Learning
Avatar for Mike Taylor tmiket
1
470
Odyssey Design
Avatar for Ryan Kendrick rkendrick25
PRO
2
740
SEO for Brand Visibility & Recognition
Avatar for Aleyda Solis aleyda
0
4.6k
RailsConf 2023
Avatar for Aaron Patterson tenderlove
30
1.5k
Understanding Cognitive Biases in Performance Measurement
Avatar for Philip Tellis bluesmoon
32
3k
Build The Right Thing And Hit Your Dates
Avatar for Maggie C. maggiecrowley
39
3.4k
Evolution of real-time – Irina Nazarova, EuRuKo, 2024
Avatar for Irina Nazarova irinanazarova
9
1.5k
Collaborative Software Design: How to facilitate domain modelling decisions
Avatar for Kenny Baas-Schwegler baasie
1
270
Leo the Paperboy
Avatar for Maya Tellez mayatellez
8
2.1k

Transcript

  1. ZAPIER BUILDING THE (SUPPORT) ROBOT

  2. > Me > Zapier > Support > Chrome Extension >

    Q&A

  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.

  4. ZAPIER.COM/ABOUT

  5. HISTORY > September 2011: Idea > October 2011: Start @

    Columbia Startup Weekend

  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

  7. TEAM

  8. > 134 Zapiens (or Zorps) > 69% in 26 US

    States > 31% in 15 other countries > Fully Remote > Awesome Culture

  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

  10. HABITS > Friday Updates: Our Standups > Weekly Donut Calls:

    Our Lunches > Thursday Hangouts: Our Drinks > Semi-annual Retreats: Our Team Building

  11. TOOLS > Quip: Evergreen > Async: Changelog > Slack: Discussion

    > Zoom: Face-time

  12. SUPPORT > T1: 38 Customer Champions (28%) > All-Hands Support

    > T2: Support Engineers + Rotation > T3: Bug Fixing Shifts

  13. VALUES 1. Persistent 2. Knowledgeable 3. Empathetic 4. Attention to

    detail 5. Love Zapier

  14. OFF-THE-SHELF TOOLS > Help Scout: Inbox > FullStory: VCR >

    Stripe: Money > Graylog: Logs > Mailgun: Mail

  15. ISSUE TRACKERS > Loki: App Bugs & FRs > Github:

    Product & Platform Bugs > AirTable: Feedback > JIRA: Roadmapping > Trello: Ad Hoc (deprecated) > Forms & Zaps

  16. CUSTOM TOOLS > Django Admin > Rover > Chrome Support

    Extension > Alfred/Chrome Custom Searches > Text Expander(s) > Slack & Zaps

  17. CHROME SUPPORT EXTENSION

  18. CONTEXT MENU

  19. ACTION MENU

  20. INJECTIONS

  21. HELP SCOUT

  22. None
  23. None

  24. MASQUERADE

  25. Q&API