Why Customer Support = Startup Success

Why Customer Support = Startup Success

"Customer Support may be the most under-appreciated role in SaaS."
48 Minuten
Podcast
Podcaster
Interested in building your own SaaS company.

Beschreibung

vor 3 Jahren

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.auMarcel Fahle,
​​wearebold.afAlex PayneBill CondoAnton Zorin from
ProdCamp.comMitchHarris Kenny, Intro CRM podcastOleg KulykEthan
GundersonChris WillowWard Sandler, MemberspaceRussell Brown,
Photivo.comNoah PrailColin GrayAustin LovelessMichael SitverPaul
Jarvis and Jack Ellis, FathomDan BudaDarby FreyBrad from CanadaAdam
DuVanderDave Giunta (JOOnta)Kyle Fox GetRewardful.com
Thanks to our monthly supporters

Pascal from sharpen.page

Rewardful.com

Greg Park

Mitchell Davis from RecruitKit.com.au

Marcel Fahle, wearebold.af

Bill Condo (@mavrck)

Ward from MemberSpace.com

Evandro Sasse

Austin Loveless

Michael Sitver

Colin Gray

Dave Giunta



️ Podcast hosting is provided by Transistor.fm.
Learn how to start your own podcast!
Support this podcast on Patreon

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