Customer Support and Success: Experience and Evolution

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:

1. Mitchell Davis from RecruitKit.com.au
2. Marcel Fahle, ​​wearebold.af
3. Alex Payne
4. Bill Condo
5. Anton Zorin from ProdCamp.com
6. Mitch
7. Harris Kenny, Intro CRM podcast
8. Oleg Kulyk
9. Ethan Gunderson
10. Chris Willow
11. Ward Sandler, Memberspace
12. Russell Brown, Photivo.com
13. Noah Prail
14. Colin Gray
15. Austin Loveless
16. Michael Sitver
17. Paul Jarvis and Jack Ellis, Fathom
18. Dan Buda
19. Darby Frey
20. Brad from Canada
21. Adam DuVander
22. Dave Giunta (JOOnta)
23. Kyle Fox GetRewardful.com

• 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

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