![]() ![]() They also track billable hours against a goal number for the month, and can see at a glance how close they are, percentage wise, to reaching their monthly goal: Those consultations can also be counted in the Dashboard table, allowing for the full pipeline from request to consultation to followup to be quantified and evaluated at a single glance. Another zap connects the base to Calendly, to capture each consultation that occurs automatically. The dashboard automatically captures all form submissions for the concierge program, and then uses a Count field in the Dashboard table to count the total number. “We’re very data driven at Zapier, and I don’t have the tools otherwise to get these stats,” says Jess.įor example, a few years ago, Jess introduced a ‘Concierge’ program. One of Jess’s other favorite Airtable bases is a dashboard that automatically calculates and displays all the metrics they need to evaluate the success of their programs. Since creating the consolidated encyclopedia of customer resources, Jess has shared it with the support team. Where previously they would have to frantically search for resources on specific while on the phone with customers, Jess can now simply open the record for the pertinent app and find links to case studies, blog posts, and more: “I can see everything I need to know, all in one place. I can see everything I need to know, all in one place. So Jess used import.io to create a full list of apps, including the zapbook URL, description, status, type, and features, which was then turned into an Airtable base.Using a zap connected to the Zapier blog’s RSS feed, Jess automatically imports all new blog posts into the Airtable, and periodically has a freelancer go through and tag them so they end up connected to the correct app’s record. ![]() Because Zapier integrates with over 500 apps, keeping track of them and their associated documentation all can be a challenge: “We have lots of resources for apps, but not a great way to consolidate them,” says Jess. One of Jess’s primary roles is to act as a trusted advisor for customers trying to use Zapier to solve a wide range of business problems. They’ve been at Zapier for nearly 2.5 years, and in that time, have transitioned from working primarily with traditional spreadsheets to organizing projects and information using Airtable. “Pulling all that data together helps us take action to better serve our customers.”įor Jess Byrne, who works on customer success at Zapier, making sure users are happy and getting the full value out of Zapier is the highest priority. “Knowing that the feedback they’re hearing in support isn’t just going to get lost into the ether and that we can make better decisions based on that information is huge,” she says. She’s also thrilled by how her team, who also receives feedback during their day-to-day support interactions, has been able to participate in the process. I have this one source of truth for all the stuff I need to keep track of without having to duplicate it in multiple places,” says Eileen. I have this one source of truth for all the stuff I need to keep track of without having to duplicate it in multiple places. ![]() When a prospect fills out the form, which was built with Typeform, their responses automatically populate an Airtable base. Product manager Chris Geoghegan uses Airtable to streamline the process of conducting customer interviews to help guide feature development.Īs the owner of a new feature that’s currently in development, team accounts, he placed a survey on the main Zapier pricing page to help gauge interest in the feature from prospects. When building a product like Zapier, it’s essential to get regular feedback from customers, both to prioritize feature development, and to make sure that the resulting UX remains simple and intuitive for end users. Streamlining the Customer Interview Process When it comes to customer-facing programs, either capturing feedback for product, conducting customer interviews, or helping to build a customer success dashboard, the Zapier team uses Airtable to gather and organize all the information they need to get a comprehensive view of their projects and customers. Naturally, this focus extends to their own workflows: the Zapier team uses their own tool to build sophisticated processes to help their 48 employees get more done, faster. ![]()
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