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 week1:38 We just launched the new podcast website themes feature.2:24 Getting feedback, or seeing people use your product, is fuel for indie makers6:08 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 service17:25 People expect us to be bots17:45 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 quickly29:10 More tips for indie hackers who are doing customer supportWhat should we talk about next?Twitter: @buildyoursaas, @mijustin, @jonbuda, @jsonpearl, and @helenrylesLeave a review/comment on Podchaser; it's like Reddit, but for podcasts.Email us: [email protected] 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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