Build Your SaaS · 2022-03-22 · 48 min
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?
Other episodes covering the same guests and topics, from across The B2B Podcast Index.
Win the AI Answer, Not Just the Citations with Tim Sanders, Chief Innovation Officer at G2 - Ep 85The Transaction · on SaaS100 / 100
€4M ARR to Surfpreneur in Costa Rica | Ilias Contreas, S3E9ProfitLed Podcast · on bootstrapping77 / 100
Just Say No to "Yes-Man Agents" & "Process Barnacles": How Miro Builds Post-AI | Jeff Chow, CPTOLaunchPod · on SaaS74 / 100
Define the Message and the Roadmap Follows with Jamie Domenici, CMO of KlaviyoThe B2B CMO Podcast with Jon Miller and Sydney Sloan · on SaaS70 / 100
Edward Robson - Capital Allocation in TechnologyCloud Returns · on SaaS68 / 100
79: Cancel all my meetingsOur B2B SaaS Journey · on SaaS50 / 100What is Transistor's secret weapon?60 / 100
An update from Justin and Jon61 / 100
"Justin, I built a SaaS!"74 / 100
Giuuunta! Motivating yourself when you're not in startup mode68 / 100
Adam Wathan: how small startups hire employees (Tailwind CSS)75 / 100