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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. 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.
  2. > 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
  3. > 134 Zapiens (or Zorps) > 69% in 26 US

    States > 31% in 15 other countries > Fully Remote > Awesome Culture
  4. 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
  5. HABITS > Friday Updates: Our Standups > Weekly Donut Calls:

    Our Lunches > Thursday Hangouts: Our Drinks > Semi-annual Retreats: Our Team Building
  6. SUPPORT > T1: 38 Customer Champions (28%) > All-Hands Support

    > T2: Support Engineers + Rotation > T3: Bug Fixing Shifts
  7. OFF-THE-SHELF TOOLS > Help Scout: Inbox > FullStory: VCR >

    Stripe: Money > Graylog: Logs > Mailgun: Mail
  8. ISSUE TRACKERS > Loki: App Bugs & FRs > Github:

    Product & Platform Bugs > AirTable: Feedback > JIRA: Roadmapping > Trello: Ad Hoc (deprecated) > Forms & Zaps
  9. CUSTOM TOOLS > Django Admin > Rover > Chrome Support

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