Email the Author

About the Book

Explaining the same things over and over again is annoying at best. Yet it's an important thing to do—something that's critical to your business' success. As long as you have customers, you'll always have someone with a question to answer, a problem to solve, a bug they need fixed.

That's why you need to learn how to do customer support well.

Customer Support doesn't have to be a terrible, repetitive job. It can be the best way for your team to learn about your customers' needs, a crash course into every feature and problem in your tools, and one of the few ways to guarantee your customers are happy.

These benefits and more have kept customer support one of our most important focuses as Zapier has grown. In this eBook, you'll learn what we've discovered about customer support—along with ideas from the support teams at Intercom, Trello, HubSpot, and more—with tips to help you offer the customer support possible.

With roundups of the best apps and tools for customer support, ideas on how to automate tedious parts of support, tips on documenting your products well, and guides for getting out of the stickiest customer support situations, it's the guide you need to ace customer support from day one.

Who Is This Guide For?

Everyone does support, whether they want to or not. If you've ever answered anyone's question about anything relating to your job, you've done support. And at Zapier, we think everyone should do real customer support, to learn from the issues that come up and use that knowledge to do better work.

So whether you're starting a new company, have never answered a support ticket in your life, or are a customer support industry veteran, we think there's something in this guide for you.

Early Reviews of The Ultimate Guide to Customer Support

• ”No matter how good you are at providing support for your customers and running your support organization, there’s almost certainly things you could improve on. Zapier’s guide is a nearly exhaustive list of ideas you can think through and adapt to your support organization to make sure your ship is running smoothly." -Justin Munson, Wistia Customer Champion
• “If you have any dilemmas about your customer support department from the scope of your support team, which metrics to focus on, how to setup your Help Center, or how to respond in tough situations, this book provides practical solutions weighing the pro’s and con’s of each one. I have asked my whole team to read it, and you should too." -David Apple, Typeform Director of Customer Success
• "Whether you do customer support for a living, manage a customer support team or run a company that values customer support, this is a must read. There are so many awesome practical ideas and workflows that I have already implemented with my team." -Hoon Park, Customer.io Senior Technical Support Manager
• “A great read for anyone building their customer support team from the ground up, full of inspiring tips and insight into how Zapier runs their amazing support!” -Sarah Hatter, CoSupport founder and Customer Support Handbook author

About the Author

Zapier

@zapier

Instagram

Easy automation for busy people. Zapier moves info between your web apps automatically, so you can focus on your most important work.

Stick with the tools that work for you. Zapier connects more apps than anyone, and lets you link them together into automated workflows to use your favorite business tools' features together.

Your time is valuable. Zapier's app, along with our blog and guides to learn valuable productivity tips, find the best apps to use in your work, and discover how to get more out of your software, help you make the most of every day.