Upgrade to Pro
— share decks privately, control downloads, hide ads and more …
Speaker Deck
Features
Speaker Deck
PRO
Sign in
Sign up for free
Search
Search
Building the (Support) Robot at Zapier
Search
Fokke Zandbergen
March 05, 2018
Business
1
140
Building the (Support) Robot at Zapier
Deck accompanying an informal talk at Sterc.com about (support) automation at Zapier.
Fokke Zandbergen
March 05, 2018
Tweet
Share
More Decks by Fokke Zandbergen
See All by Fokke Zandbergen
Lessons from integrating 1,500 APIs
fokkezb
0
120
Lessons from helping developers integrate 1,000 APIs with Zapier
fokkezb
1
110
We are all Remote Advocates
fokkezb
1
95
Cross-platform Native App ontwikkeling met Appcelerator
fokkezb
1
270
Building Native Mobile Apps using Javascript with Titanium
fokkezb
1
530
Getting Started with Titanium & Alloy
fokkezb
2
780
Cross-Platform Native Apps with JavaScript
fokkezb
1
330
Titanium: Develop Native Mobile Apps with JavaScript
fokkezb
3
490
Appcelerator OSS & Platform
fokkezb
2
800
Other Decks in Business
See All in Business
エピックベース株式会社 会社説明資料
ekubokotani
0
800
株式会社スマレジ_求職者向け会社説明資料.pdf
smaregi_recruit
0
41k
2ndPASS_リクルートガイド2024
akinodaichi
0
480
2024年12月期_通期決算説明資料
mobcast20040326
PRO
0
290
VISASQ: ABOUT US
eikohashiba
15
480k
【全ポジション共通】㈱エグゼクション/会社紹介資料
exe_recruit
1
1k
カテゴリーで多様さを認知し、 認知バイアスに気づき、 カテゴリーでの認知をやめることで 多様さの中に生きる / Women in Agile Tokyo 2025
ohnoeight
0
520
株式会社ナレッジラボ_Culture Book
knowledgelabo_saiyo
0
480
Perfect Enterprise Security Practice?
okdt
PRO
1
220
セーフィー株式会社(Safie Inc.) 会社紹介資料
safie_recruit
6
310k
株式会社スピークバディ 会社紹介資料
speakbuddy
1
220k
総合研究院の概要|Science Tokyo(東京科学大学)
sciencetokyo
PRO
0
1.1k
Featured
See All Featured
Practical Orchestrator
shlominoach
186
10k
Save Time (by Creating Custom Rails Generators)
garrettdimon
PRO
29
1k
The Pragmatic Product Professional
lauravandoore
32
6.4k
Making Projects Easy
brettharned
116
6k
A better future with KSS
kneath
238
17k
The Art of Delivering Value - GDevCon NA Keynote
reverentgeek
10
1.3k
Designing on Purpose - Digital PM Summit 2013
jponch
117
7.1k
Measuring & Analyzing Core Web Vitals
bluesmoon
6
240
Mobile First: as difficult as doing things right
swwweet
223
9.3k
Testing 201, or: Great Expectations
jmmastey
41
7.2k
Fantastic passwords and where to find them - at NoRuKo
philnash
51
3k
Designing for Performance
lara
604
68k
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