Micah Bennett

Micah Bennett is the Support Lead at Zapier. He loves his wife Trinity, dessert, and the Chicago Cubs. He has never been to Boston in the fall.

Micah's articles

Productivity tips
How I created a system for building habits to improve my productivity
You try to improve yourself. It doesn't work. Why does this keep happening? In my experience, the problem is biting off more than I can chew. I'll have grand ideas for a better me but no clear plan of how to get there.
By Micah Bennett

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5 min read
Business tips
4 Rules of Improv and How They Relate to Customer Support
One of the many memorable bits in Tina Fey's book Bossypants is a section featuring several "Rules for Improvisation". In it, she details four guiding principles that help make a good improv comedian.
By Micah Bennett

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6 min read
Business tips
The 9 Help Desk Metrics that Should Guide Your Customer Support
I love numbers. Perusing collections of statistics and gleaning insights from them is a favorite pastime of mine. Right up there with watching baseball, tinkering with media center software, and wondering how my dog can sleep 20 hours a day.
By Micah Bennett

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7 min read
Business tips
Support Roundtable: Pros from Five Apps Talk Tone, Tools and Traits of a Top Hire
One of my favorite things about working in a customer support role is the larger support community.
By Micah Bennett

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19 min read

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More from Micah

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Business tips

Focus on Process Underlying Theme of UserConf 2014

Fifteen speakers took the stage last Friday at UserConf, the "conference about keeping your customers (happy)". Put on by UserVoice and CoSupport, this fourth UserConf edition in Chicago was just a good as past iterations in New York and San Francisco.

By Micah Bennett

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4 min read

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How we work at Zapier

Support Recap: The Data that Drives Customer Support for Over 600,000 Product Use Cases

Support Bliss: Inbox zero in Help Scout Like most operations at Zapier, our process to measure support has gone through several iterations.

By Micah Bennett

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4 min read

Business tips

5 Takeaways from UserConf SF

This past week brought me out to the San Francisco Zoo for UserConf SF, and as with my trip for UserConf NY, it was a fantastic day of engaging speakers and great conversations with attendees.

By Micah Bennett

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3 min read

A yellow rectangle with dotted lines running through it.

Business tips

Part 2 - Minimizing Customer Confusion - 5 SaaS Support Teams Weigh In

Today on the blog we're continuing with our three part customer support series, where we surveyed different SaaS companies for their takes on how to handle sticky support situations.

By Micah Bennett

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4 min read