<p><a href="https://transistor.fm/helen/">Helen</a> and Justin talk about the importance of customer support for indie SaaS companies.</p><ul>
<li>1:08 The hardest part about podcasting is doing it every week</li>
<li>1:38 We just launched the <a href="https://transistor.fm/changelog/new-template/">new podcast website themes</a> feature.</li>
<li>2:24 Getting feedback, or seeing people use your product, is fuel for indie makers</li>
<li>6:08 Helen's experience doing Customer Success for other companies: education, ConvertKit, MakerPad.</li>
<li>8:53 <a href="https://twitter.com/mijustin/status/1503820759038259201">Justin's tweet</a>: "Customer Support is the most under-appreciated role in SaaS."</li>
<li>10:00 The different forms of customer support: pre-sales, in-depth bug fixing, answering questions.</li>
<li>12:45 How does the Transistor team differ when we do support?</li>
<li>14:39 What Justin's learned from Helen in terms of giving better customer service</li>
<li>17:25 People expect us to be bots</li>
<li>17:45 The number of tickets we get each week: it's about ~100 conversations per week:<ul>
<li>60-70% of those are new conversations,</li>
<li>30-40% is us responding to existing threads.</li>
</ul>
</li>
<li>18:55 How we manage live chat so we can answer people fairly quickly</li>
<li>29:10 More tips for indie hackers who are doing customer support</li>
</ul><p><b>What should we talk about next?</b></p><ul>
<li>Twitter:<strong> </strong><a href="https://twitter.com/buildyoursaas">@buildyoursaas</a>, <a href="https://twitter.com/mijustin">@mijustin</a>, <a href="https://twitter.com/jonbuda">@jonbuda</a>, <a href="https://twitter.com/jsonperl">@jsonpearl</a>, and <a href="https://twitter.com/helenryles">@helenryles</a>
</li>
<li>Leave a review/comment <a href="https://www.podchaser.com/podcasts/build-your-saas-bootstrap-in-2-636493">on Podchaser</a>; it's like Reddit, but for podcasts.</li>
<li>Email us:
[email protected]</li>
</ul><p><b>Thanks to our monthly supporters:</b></p><ol>
<li>Mitchell Davis from <a href="http://recruitkit.com.au/">RecruitKit.com.au</a>
</li>
<li>Marcel Fahle, <a href="https://wearebold.af/">wearebold.af</a>
</li>
<li>Alex Payne</li>
<li>Bill Condo</li>
<li>Anton Zorin from <a href="https://www.prodcamp.com/">ProdCamp.com</a>
</li>
<li>Mitch</li>
<li>Harris Kenny, <a href="https://introcrm.com/podcast/">Intro CRM podcast</a>
</li>
<li>Oleg Kulyk</li>
<li>Ethan Gunderson</li>
<li>Chris Willow</li>
<li>Ward Sandler, <a href="https://www.memberspace.com/">Memberspace</a>
</li>
<li>Russell Brown, <a href="https://photivo.com/">Photivo.com</a>
</li>
<li>Noah Prail</li>
<li>Colin Gray</li>
<li>Austin Loveless</li>
<li>Michael Sitver</li>
<li>Paul Jarvis and Jack Ellis, <a href="https://usefathom.com/ref/EJPZOB">Fathom</a>
</li>
<li>Dan Buda</li>
<li>Darby Frey</li>
<li>Brad from Canada</li>
<li>Adam DuVander</li>
<li>Dave Giunta (JOOnta)</li>
<li>Kyle Fox <a href="https://www.getrewardful.com/?via=justin">GetRewardful.com</a>
</li>
</ol><br><p><em>Want to start a podcast on Transistor? Justin has a special coupon for you: get 15% off your first year of hosting: </em><a href="https://transistor.fm/justin"><em>transistor.fm/justin</em></a></p><p><strong><a href="https://www.patreon.com/jonjustin" rel="payment" title="★ Support this podcast on Patreon ★">★ Support this podcast on Patreon ★</a></strong></p>
