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

1. ZAPIERBUILDING 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