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

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Email us: support@transistor.fm



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Thanks to our monthly supporters

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Greg Park

Mitchell Davis from RecruitKit.com.au

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Bill Condo (@mavrck)

Ward from MemberSpace.com

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Austin Loveless

Michael Sitver

Colin Gray

Dave Giunta



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