Building the (Support) Robot at Zapier

Deck accompanying an informal talk at Sterc.com about (support) automation at Zapier.

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
24. MASQUERADE
25. Q&API