50 min listen
Why Customer Support = Startup Success
FromBuild Your SaaS
ratings:
Length:
49 minutes
Released:
Mar 22, 2022
Format:
Podcast episode
Description
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.au
Marcel Fahle, wearebold.af
Alex Payne
Bill Condo
Anton Zorin from ProdCamp.com
Mitch
Harris Kenny, Intro CRM podcast
Oleg Kulyk
Ethan Gunderson
Chris Willow
Ward Sandler, Memberspace
Russell Brown, Photivo.com
Noah Prail
Colin Gray
Austin Loveless
Michael Sitver
Paul Jarvis and Jack Ellis, Fathom
Dan Buda
Darby Frey
Brad from Canada
Adam DuVander
Dave 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
Ethan Gunderson
Anton Zorin from ProdCamp.com
Bill Condo (@mavrck)
Ward from MemberSpace.com
Russell Brown from Photivo.com
Evandro Sasse
Austin Loveless
Michael Sitver
Fathom Analytics
Dan Buda
Colin Gray
Dave Giunta
Want to start a podcast on Transistor? Justin has a special coupon for you: get 15% off your first year of hosting: transistor.fm/justin
★ Support this podcast on Patreon ★
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.au
Marcel Fahle, wearebold.af
Alex Payne
Bill Condo
Anton Zorin from ProdCamp.com
Mitch
Harris Kenny, Intro CRM podcast
Oleg Kulyk
Ethan Gunderson
Chris Willow
Ward Sandler, Memberspace
Russell Brown, Photivo.com
Noah Prail
Colin Gray
Austin Loveless
Michael Sitver
Paul Jarvis and Jack Ellis, Fathom
Dan Buda
Darby Frey
Brad from Canada
Adam DuVander
Dave 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
Ethan Gunderson
Anton Zorin from ProdCamp.com
Bill Condo (@mavrck)
Ward from MemberSpace.com
Russell Brown from Photivo.com
Evandro Sasse
Austin Loveless
Michael Sitver
Fathom Analytics
Dan Buda
Colin Gray
Dave Giunta
Want to start a podcast on Transistor? Justin has a special coupon for you: get 15% off your first year of hosting: transistor.fm/justin
★ Support this podcast on Patreon ★
Released:
Mar 22, 2022
Format:
Podcast episode
Titles in the series (100)
Live from Las Vegas: Justin shares with Jon what he's learning at MicroConf, a conference for self-funded startups. by Build Your SaaS