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Zapier really does have great support. When you use them for something, and then a direct integration becomes available you actually feel bad about stopping us
by gleb 11y ago
Zapier really does have great support.
When you use them for something, and then a direct integration becomes available you actually feel bad about stopping using Zapier. I think this is largely because of the quality of their support.
If you are a startup and you don't have your founders and engineers doing support, I guarantee you - you are pissing off your customers. And are missing an opportunity to understand what these customers actually want.
I am looking at you FullContact, my current favorite offender here.
- ryanSrich 11y ago+1 on Zapier support. They were super quick when I was having an issue of not seeing a github repo in my available repos.
- Disruptive_Dave 11y ago+ another 1. They held my hand on a Mailchimp integration that was not intuitive at all. Very helpful, and makes me want to stick with them more than any advertising will ever do.
- lloyddobbler 11y agoHey, gleb - Kipp from FullContact here. Sorry if our support team wasn't able to address your needs - that's something we never want to hear. Mind dropping me a line at kipp@fullcontact.com and letting me know what the issue is? I'd like to look into it and see what we can do to make things right. (And agreed, Zapier support is awesome. Wade and the rest of the team do great work.)
- Xorlev 11y agoEchoing this, early engineer at FullContact here -- I'd love to know what kinds of problems you ran into with our support team. More often than not, if the issue isn't trivially answerable the support team asks us directly. We'd both be happy to address your concerns.
- gleb 11y agoThanks for reaching out to both of you guys. I emailed Kipp. I'll forward the email to you. The issue is not with your support folks. They are responsive. But much like me they can't figure out your product ;-) To bring it back to the article - the main benefit of engineers doing support is not better support. That is just a welcome side effect. The main benefit is a better product that does not require much support. Unlike dedicated support folk engineers do not enjoy doing support and have the ability to change the product to reduce the need for it. It's a magical combination.