Build Your SaaS

Why Customer Support = Startup Success

Mar 22 '22

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?

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