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Building the (Support) Robot at Zapier

Sponsored · Ship Features Fearlessly Turn features on and off without deploys. Used by thousands of Ruby developers. →
Avatar for Fokke Zandbergen Fokke Zandbergen
March 05, 2018
Business
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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
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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