Why Customer Support = Startup Success
Helen and Justin talk about the importance of customer support for indie SaaS companies. 1:08 The hardest part about podcasting is doing it every week 1:38 We just launched the new podcast website themes feature. 2:24 Getting feedback, or seeing people use your product, is fuel for indie makers 6:08 Helen's experience doing Customer Success for other companies: education, ConvertKit, MakerPad. 8:53 Justin's tweet : "Customer Support is the most under-appreciated role in SaaS." 10:00 The different forms of customer support: pre-sales, in-depth bug fixing, answering questions. 12:45 How does the Transistor team differ when we do support? 14:39 What Justin's learned from Helen in terms of giving better customer service 17:25 People expect us to be bots 17:45 The number of tickets we get each week: it's about ~100 conversations per week: 60-70% of those are new conversations, 30-40% is us responding to existing threads. 18:55 How we manage live chat so we can answer people fairly quickly 29:10 More tips for indie hackers who are doing customer support What should we talk about next? Twitter: @buildyoursaas , @mijustin , @jonbuda , @jsonpearl , and @helenryles Leave a review/comment on Podchaser ; it's like Reddit, but for podcasts. Email us: support@transistor.fm Thanks to our monthly supporters: Mitchell Davis from RecruitKit.com.au Marcel Fahle, wearebold.af Alex Payne Bill Condo Anton Zorin from ProdCamp.com Mitch Harris Kenny, Intro CRM podcast Oleg Kulyk Ethan Gunderson Chris Willow Ward Sandler, Memberspace Russell Brown, Photivo.com Noah Prail Colin Gray Austin Loveless Michael Sitver Paul Jarvis and Jack Ellis, Fathom Dan Buda Darby Frey Brad from Canada Adam DuVander Dave Giunta (JOOnta) Kyle Fox GetRewardful.com Thanks to our monthly supporters Rewardful.com Mitchell Davis from sixsides.co Marcel Fahle, wearebold.af Bill Condo (@mavrck) Ward from MemberSpace.com Evandro Sasse Austin Loveless Michael Sitver Dave Giunta 🎙️ Podcast hosting is provided by Transistor.fm . 📺 Learn how to start your own podcast ! ★ Support this podcast on Patreon ★