March 5, 2019
Ep. #5, The Evolution of Enterprise with Edith Harbaugh of LaunchDarkly
In episode 5 of EnterpriseReady, Grant meets with Edith Harbaugh, CEO and Co-Founder of LaunchDarkly. They talk about Edith’s experiences ...
AtRainforest, our tagline is “never ship bugs to production again” and the way we do that is by employing an army of testers to help us serve customers like AirBnB, Zenefits and Meteor. After two years of strong customer growth, our tester community was at 5000 unique testers per day. The only problem was that we were handling support tickets from these testers on an ad-hoc basis. We just couldn’t deal with the volume and tester churn was starting to become a real issue for our business.
In the early days, my cofounder and I managed all of our tester support requests by email. But as our team and tester-base grew, we found that email was failing us in a couple of ways:
As our tester-base grew, we received a much higher volume of tickets. Our testing community performs tens of thousands of small tasks daily. With an email system, it meant I was answering 700 tickets per day. Any early stage startup founder will tell you that this was time I couldn’t afford to waste.
All of this contributed to a terrible support experience for our testers.
So we assessed our biggest challenges and hired a human (Stephanie) to tackle a couple of our problems. We knew we needed to:
When we first started fixing our support system we turned to the following for help:
Each of these proved to be a good start, but as the volume of tester requests grew, the cracks began to show. We dropped the entire V1 support stack and replaced them with the following (which we’re using today):
Regardless of the tools you choose, here are a few things we learned in getting our tester support process right:
BIO: Russell Smith is the co-founder of Rainforest QA – a Heavybit member company – that gives you on demand testing of web and mobile-websites as a service; create tests in plain English and run them across major browsers with a single click. Russell also runs several popular meetups in San Francisco – the MongoDB Meetup, Rethink DB SF and most recently the Move Fast and Break Things Meetup. He’s on twitter as @rhs if you’d like to say hi.