First published
Feb 17, 2018
Total Episodes
Average duration

Build Your SaaS – bootstrap in 2021

Business Technology Marketing

Why Customer Support = Startup Success

<p><a href="">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="">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="">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="">@buildyoursaas</a>, <a href="">@mijustin</a>, <a href="">@jonbuda</a>, <a href="">@jsonpearl</a>, and <a href="">@helenryles</a> </li> <li>Leave a review/comment <a href="">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=""></a> </li> <li>Marcel Fahle, ​​<a href=""></a> </li> <li>Alex Payne</li> <li>Bill Condo</li> <li>Anton Zorin from <a href=""></a> </li> <li>Mitch</li> <li>Harris Kenny, <a href="">Intro CRM podcast</a> </li> <li>Oleg Kulyk</li> <li>Ethan Gunderson</li> <li>Chris Willow</li> <li>Ward Sandler, <a href="">Memberspace</a> </li> <li>Russell Brown, <a href=""></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="">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=""></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=""><em></em></a></p><strong> <a href="" rel="payment" title="★ Support this podcast on Patreon ★">★ Support this podcast on Patreon ★</a> </strong>
Published Mar 22, 2022