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

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2. Marcel Fahle, ​​wearebold.af
   


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6. Mitch


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23. Kyle Fox GetRewardful.com
    

• Rewardful.com


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