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Building the (Support) Robot at Zapier

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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  1. ZAPIER
    BUILDING THE (SUPPORT) ROBOT

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  2. > Me
    > Zapier
    > Support
    > Chrome Extension
    > Q&A

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  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.

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  4. ZAPIER.COM/ABOUT

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  5. HISTORY
    > September 2011: Idea
    > October 2011: Start @ Columbia
    Startup Weekend

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  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

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  7. > 134 Zapiens (or Zorps)
    > 69% in 26 US States
    > 31% in 15 other countries
    > Fully Remote
    > Awesome Culture

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  8. 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

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  9. HABITS
    > Friday Updates: Our Standups
    > Weekly Donut Calls: Our Lunches
    > Thursday Hangouts: Our Drinks
    > Semi-annual Retreats: Our Team Building

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  10. TOOLS
    > Quip: Evergreen
    > Async: Changelog
    > Slack: Discussion
    > Zoom: Face-time

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  11. SUPPORT
    > T1: 38 Customer Champions (28%)
    > All-Hands Support
    > T2: Support Engineers + Rotation
    > T3: Bug Fixing Shifts

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  12. VALUES
    1. Persistent
    2. Knowledgeable
    3. Empathetic
    4. Attention to detail
    5. Love Zapier

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  13. OFF-THE-SHELF TOOLS
    > Help Scout: Inbox
    > FullStory: VCR
    > Stripe: Money
    > Graylog: Logs
    > Mailgun: Mail

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  14. ISSUE TRACKERS
    > Loki: App Bugs & FRs
    > Github: Product & Platform Bugs
    > AirTable: Feedback
    > JIRA: Roadmapping
    > Trello: Ad Hoc (deprecated)
    > Forms & Zaps

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  15. CUSTOM TOOLS
    > Django Admin
    > Rover
    > Chrome Support Extension
    > Alfred/Chrome Custom Searches
    > Text Expander(s)
    > Slack & Zaps

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  16. CHROME
    SUPPORT
    EXTENSION

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  17. CONTEXT MENU

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