Justin sits down with Helen Ryles and Michael Green, the two people behind almost every chat, email, and demo call that comes into Transistor, to talk about the company's secret weapon: the thing that converts 75% of trials to paid and keeps people around for years.

Chapters:

(02:13) - What did Helen do before she joined Transistor?
(03:00) - What did Michael do before joining Transistor?
(05:05) - How does Transistor do customer support different?
(08:04) - What have we learned by doing demo calls with customers?
(12:32) - What are some of the emotions of starting a podcast?
(16:15) - What can startups learn from being a customer led company?
(18:44) - How do we approach AI in customer support?
(22:50) - How does customer support translate into sales?
(25:49) - What else does a customer support role do at a Saas?
(33:41) - How do future generations learn how to be on a team?

Quotes:
From Helen:"The bar with customer support is really quite low across the industry... If companies are setting the standard of getting back to people in three to five business days, we don't have to necessarily adopt that. We can set our own standards."

From Michael:

"There is an emotional side to podcasting, to using a product, to creation, and we help on that side as well. People are often excited or nervous or panicking or something feels urgent, and we can help alleviate all of that emotional side. It's not just about questions and answers."

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