Slide 1

Slide 1 text

ZAPIER BUILDING THE (SUPPORT) ROBOT

Slide 2

Slide 2 text

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

Slide 3

Slide 3 text

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.

Slide 4

Slide 4 text

ZAPIER.COM/ABOUT

Slide 5

Slide 5 text

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

Slide 6

Slide 6 text

> 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

Slide 7

Slide 7 text

TEAM

Slide 8

Slide 8 text

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

Slide 9

Slide 9 text

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

Slide 10

Slide 10 text

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

Slide 11

Slide 11 text

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

Slide 12

Slide 12 text

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

Slide 13

Slide 13 text

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

Slide 14

Slide 14 text

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

Slide 15

Slide 15 text

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

Slide 16

Slide 16 text

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

Slide 17

Slide 17 text

CHROME SUPPORT EXTENSION

Slide 18

Slide 18 text

CONTEXT MENU

Slide 19

Slide 19 text

ACTION MENU

Slide 20

Slide 20 text

INJECTIONS

Slide 21

Slide 21 text

HELP SCOUT

Slide 22

Slide 22 text

No content

Slide 23

Slide 23 text

No content

Slide 24

Slide 24 text

MASQUERADE

Slide 25

Slide 25 text

Q&API