Why Customer Support = Startup Success

Episode notes

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?