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But the signal I’m looking for is less “Can they build the product?” and more on whether the founder can demonstrate that they can win deals and build sales momentum. For me, that signal is different for each of the two segments.",[601],{"_30":594,"_16":42,"_401":602},"https://en.wikipedia.org/wiki/Total_addressable_market",{"_30":604,"_16":272,"_273":605,"_281":628,"_283":284},"6ade45acf700",[606,610,615,619,624],{"_30":607,"_16":277,"_278":608,"_146":609},"bd4e52023e57",[],"For ",{"_30":611,"_16":277,"_278":612,"_146":614},"7d2c39a2f09b",[613],"strong","user-down companies",{"_30":616,"_16":277,"_278":617,"_146":618},"3846d185ed1b",[],", at least one founder must have deep experience in the role they’re trying to augment or replace. You can't sell DevSecOps tooling if you do not speak the language of DevSecOps. A prime example is ",{"_30":620,"_16":277,"_278":621,"_146":623},"af8fae5ab3d5",[622],"ed6d69b10de7","Harvey",{"_30":625,"_16":277,"_278":626,"_146":627},"f43475c6ec26",[],", where one co-founder was a lawyer and half of the first 120 hires came from top law firms.",[629],{"_30":622,"_16":42,"_401":630},"https://www.harvey.ai",{"_30":632,"_16":272,"_273":633,"_281":645,"_283":284},"339732843c6a",[634,637,641],{"_30":635,"_16":277,"_278":636,"_146":609},"4146219a7274",[],{"_30":638,"_16":277,"_278":639,"_146":640},"12de13e45089",[613],"tech-up companies",{"_30":642,"_16":277,"_278":643,"_146":644},"83a5b39dd0ba",[],", I look for founders who know how to build for developers: Great developer experience, smart open-source strategy, and real community building. These users hate being sold to, but they are drawn to great docs and communities that help each other debug in online spaces like Discord.",[],{"_30":647,"_16":272,"_273":648,"_281":652,"_283":284},"0d27f054600b",[649],{"_30":650,"_16":277,"_278":651,"_146":423},"425cdb24ebd1",[552],[],{"_30":654,"_16":272,"_273":655,"_281":660,"_283":284},"9dd3b472a6f2",[656],{"_30":657,"_16":277,"_278":658,"_146":659},"a6b3cbea9909",[552],"If you're building in either of these categories, I'd love to hear from you: amir [at] heavybit.com",[],4,"https://cdn.sanity.io/images/50q6fr1p/production/de869e6f6231e776a6a5f8088ac4aca6e172eda4-1200x630.png","aa6b028d-27cd-4e2b-9803-edde8656e076","2025-08-14T17:40:00.000Z","how-ai-is-reshaping-enterprise-infrastructure","How AI Is Reshaping Enterprise Infrastructure","blogArticle",{"_306":669,"_316":3041,"_122":3042,"_319":3043,"_323":3044,"_325":3045,"_25":3046,"_328":667},[670,679,687,695,710,721,732,743,754,765,795,803,822,830,848,856,864,872,880,921,929,937,945,953,965,977,989,1001,1013,1021,1029,1041,1094,1106,1118,1126,1134,1149,1164,1175,1186,1214,1223,1231,1239,1247,1255,1263,1271,1279,1287,1295,1303,1311,1319,1327,1339,1347,1359,1371,1401,1434,1441,1449,1457,1465,1473,1481,1540,1548,1556,1564,1572,1580,1588,1596,1604,1653,1660,1668,1676,1684,1691,1699,1707,1715,1723,1731,1743,1755,1767,1779,1787,1795,1803,1815,1827,1839,1851,1863,1871,1879,1887,1895,1903,1911,1919,1927,1935,1948,1960,1972,1980,1988,1996,2004,2012,2024,2036,2048,2056,2067,2078,2089,2112,2120,2128,2140,2148,2156,2164,2176,2184,2192,2200,2208,2220,2228,2236,2244,2252,2284,2316,2324,2332,2340,2352,2360,2368,2376,2384,2392,2400,2408,2420,2428,2436,2463,2510,2518,2526,2533,2545,2557,2569,2581,2593,2600,2607,2618,2629,2640,2651,2662,2669,2677,2685,2693,2701,2709,2717,2725,2737,2745,2757,2765,2777,2785,2797,2805,2813,2821,2829,2841,2853,2865,2877,2885,2897,2909,2921,2933,2941,2949,2961,2973,2985,2993,3001,3009,3017,3025,3033],{"_30":671,"_16":272,"_273":672,"_281":677,"_283":678},"99cb30a78bc7",[673],{"_30":674,"_16":277,"_278":675,"_146":676},"adf1185e5675",[],"RAG vs. Fine-Tuning: Advantages and Disadvantages",[],"h2",{"_30":680,"_16":272,"_273":681,"_281":686,"_283":284},"99daab6f4f91",[682],{"_30":683,"_16":277,"_278":684,"_146":685},"6323cb2beadd",[],"In the rapidly evolving world of artificial intelligence, the ability of machine learning models to produce coherent, relevant responses has become critically important. Foundation models like GPT-4 or LLaMA have shown impressive question-answering capabilities, but they come with a limitation: Their knowledge is frozen at the time of training.",[],{"_30":688,"_16":272,"_273":689,"_281":694,"_283":284},"3f21e3d5266b",[690],{"_30":691,"_16":277,"_278":692,"_146":693},"d0a4dd09fe5a",[552],"More Technical AI Resources:",[],{"_30":696,"_16":272,"_273":697,"_703":704,"_705":706,"_281":707,"_283":284},"0919f65ad9b7",[698],{"_30":699,"_16":277,"_278":700,"_146":702},"3a7d0cbd1824",[701],"1c7549bf5745","Video Compilation: How to Make Open-Source & Local LLMs Work in Practice","level",1,"listItem","bullet",[708],{"_30":701,"_16":42,"_401":709},"https://www.heavybit.com/library/article/how-to-make-open-llms-work-in-practice",{"_30":711,"_16":272,"_273":712,"_703":704,"_705":706,"_281":718,"_283":284},"c6af5ea9ad57",[713],{"_30":714,"_16":277,"_278":715,"_146":717},"d663efad80f9",[716],"0138d7b96dfa","Guide: LLM Fine-Tuning: A Guide for Engineering Teams in 2025",[719],{"_30":716,"_16":42,"_401":720},"https://www.heavybit.com/library/article/llm-fine-tuning",{"_30":722,"_16":272,"_273":723,"_703":704,"_705":706,"_281":729,"_283":284},"be50c107d1be",[724],{"_30":725,"_16":277,"_278":726,"_146":728},"af2883fb896c",[727],"714f3234227a","Guide: Synthetic Data for AI: Purpose and Use Cases",[730],{"_30":727,"_16":42,"_401":731},"https://www.heavybit.com/library/article/synthetic-data-for-ai",{"_30":733,"_16":272,"_273":734,"_703":704,"_705":706,"_281":740,"_283":284},"08d09153c11a",[735],{"_30":736,"_16":277,"_278":737,"_146":739},"90093c9751df",[738],"06f4ce0cc8a8","Guide: How to Create Data Pipelines",[741],{"_30":738,"_16":42,"_401":742},"https://www.heavybit.com/library/article/how-to-create-data-pipelines",{"_30":744,"_16":272,"_273":745,"_703":704,"_705":706,"_281":751,"_283":284},"bfdae2587edb",[746],{"_30":747,"_16":277,"_278":748,"_146":750},"52ef5f03910b",[749],"b14ae29002ac","Interview: How to Properly Scope and Evolve Data Pipelines",[752],{"_30":749,"_16":42,"_401":753},"https://www.heavybit.com/library/article/how-to-scope-and-evolve-data-pipelines",{"_30":755,"_16":272,"_273":756,"_703":704,"_705":706,"_281":762,"_283":284},"f3819becb070",[757],{"_30":758,"_16":277,"_278":759,"_146":761},"530632b4313d",[760],"9890e90c6e08","Interview: Best Practices for Developing Data Pipelines in Regulated Spaces",[763],{"_30":760,"_16":42,"_401":764},"https://www.heavybit.com/library/article/data-pipelines-in-regulated-spaces",{"_30":766,"_16":272,"_273":767,"_281":790,"_283":284},"65706fad7842",[768,772,777,781,786],{"_30":769,"_16":277,"_278":770,"_146":771},"8cebcccd5ffa",[],"For teams working with generative AI (GenAI), ",{"_30":773,"_16":277,"_278":774,"_146":776},"57503898af9b",[775,552],"6320ecfb5935","retrieval-augmented generation (RAG)",{"_30":778,"_16":277,"_278":779,"_146":780},"4b29ae763295",[]," is a powerful architectural innovation that overcomes this constraint by enabling real-time access to external knowledge sources using ",{"_30":782,"_16":277,"_278":783,"_146":785},"b281bedd5eba",[784,552],"e234f193df63","natural language processing (NLP)",{"_30":787,"_16":277,"_278":788,"_146":789},"8ea9497c44b1",[],". In simple terms, RAG can enhance a model’s performance allowing it to retrieve relevant data (beyond the general knowledge it may possess from prior training) dynamically from the appropriate data sources and incorporate it into generated responses.",[791,793],{"_30":775,"_16":42,"_401":792},"https://en.wikipedia.org/wiki/Retrieval-augmented_generation",{"_30":784,"_16":42,"_401":794},"https://en.wikipedia.org/wiki/Natural_language_processing",{"_30":796,"_16":272,"_273":797,"_281":802,"_283":284},"e4d46889c978",[798],{"_30":799,"_16":277,"_278":800,"_146":801},"c5ec8cff6bc5",[],"Let’s break down how RAG works, what makes it valuable, what complexities are involved, and the tools organizations are using to adopt it successfully.",[],{"_30":804,"_16":110,"_805":806,"_111":807,"_809":810,"_811":806,"_812":813},"bbef3e2ca39c","alt","RAG vs. Fine-Tuning",{"_113":808,"_16":115},"image-19709f1d57f26762288a5d22e3c62cb4e0190a9f-3333x1875-jpg","attribution","Heavybit","caption","detailedCaption",[814],{"_30":815,"_16":272,"_273":816,"_281":821,"_283":284},"23a4893c903d",[817],{"_30":818,"_16":277,"_278":819,"_146":820},"6ff1523a1054",[],"Different use cases may be better suited to RAG vs. fine-tuning.",[],{"_30":823,"_16":272,"_273":824,"_281":829,"_283":678},"6f40a2061798",[825],{"_30":826,"_16":277,"_278":827,"_146":828},"f3783c47864f",[],"What Is Retrieval-Augmented Generation (RAG)?",[],{"_30":831,"_16":272,"_273":832,"_281":846,"_283":284},"97b657100bb5",[833,837,842],{"_30":834,"_16":277,"_278":835,"_146":836},"c4980187a64d",[],"RAG is a technique that extends the power of machine learning models by combining them with a data retrieval system that can access external knowledge sources in real-time. Instead of relying solely on what was encoded during training, the RAG system can \"look up\" information from external data sources—like a ",{"_30":838,"_16":277,"_278":839,"_146":841},"a04223a5c9b8",[840,552],"c95b7046f8f8","vector store",{"_30":843,"_16":277,"_278":844,"_146":845},"433173e89d30",[]," containing documents, articles, or enterprise data—before generating a response. RAG models effectively use ad hoc data retrieval to enhance a machine learning model’s performance.",[847],{"_30":840,"_16":42,"_401":571},{"_30":849,"_16":272,"_273":850,"_281":855,"_283":284},"284217f2a41a",[851],{"_30":852,"_16":277,"_278":853,"_146":854},"97b9a3edfcbd",[],"This approach allows AI models to stay current, using ad hoc information retrieval to adapt to different domains and contexts. You can think of RAG as giving your AI a dynamic memory—one that can be updated anytime, queried efficiently, and used intelligently to improve outputs.",[],{"_30":857,"_16":272,"_273":858,"_281":863,"_283":284},"d9cbb7a2b995",[859],{"_30":860,"_16":277,"_278":861,"_146":862},"7c0ad76ab0d6",[],"Without RAG, foundation models are like a closed-book: they only know what they were trained on. With RAG, they become an open-book: they can consult an external, always-updatable knowledge base as needed with domain-specific data.",[],{"_30":865,"_16":272,"_273":866,"_281":871,"_283":433},"bdbe89369652",[867],{"_30":868,"_16":277,"_278":869,"_146":870},"7f678213fc3d",[],"How RAG Works: The High-Level Architecture",[],{"_30":873,"_16":272,"_273":874,"_281":879,"_283":284},"09ad88416820",[875],{"_30":876,"_16":277,"_278":877,"_146":878},"28431c0021f1",[],"At a high level, a RAG pipeline consists of two main components: retriever and generator.",[],{"_30":881,"_16":272,"_273":882,"_281":914,"_283":284},"54e7419a590c",[883,887,892,896,901,905,910],{"_30":884,"_16":277,"_278":885,"_146":886},"ad412d709ef0",[],"The retriever component searches a knowledge base to find the most relevant pieces of information (passages, documents, or snippets) based on the user’s query. Instead of full-text search, RAG systems typically use vector search—a method that finds semantically similar documents using embeddings generated by models like OpenAI's ",{"_30":888,"_16":277,"_278":889,"_146":891},"c53aa904cbe3",[890],"e1d98da49bb3","text-embedding-ada",{"_30":893,"_16":277,"_278":894,"_146":895},"06b9a3a90062",[],", ",{"_30":897,"_16":277,"_278":898,"_146":900},"a6174c23cca6",[899],"e8109aa3c509","SentenceTransformers",{"_30":902,"_16":277,"_278":903,"_146":904},"d324199d1816",[],", or ",{"_30":906,"_16":277,"_278":907,"_146":909},"7bf693b5a2ba",[908],"c777a7a81907","Cohere",{"_30":911,"_16":277,"_278":912,"_146":913},"5e2eeb5a8267",[],".",[915,917,919],{"_30":890,"_16":42,"_401":916},"https://platform.openai.com/docs/guides/embeddings",{"_30":899,"_16":42,"_401":918},"https://sbert.net/",{"_30":908,"_16":42,"_401":920},"https://cohere.com/",{"_30":922,"_16":272,"_273":923,"_281":928,"_283":284},"024fbc879809",[924],{"_30":925,"_16":277,"_278":926,"_146":927},"f1bef81a9f76",[],"Once the retriever returns relevant context, the language model (like GPT-4 or LLaMA) takes this context and the original query to generate a coherent and informed response. The generation is \"augmented\" with retrieved knowledge.",[],{"_30":930,"_16":272,"_273":931,"_281":936,"_283":284},"31a63daa3ef0",[932],{"_30":933,"_16":277,"_278":934,"_146":935},"d6675bbdb170",[],"A defining trait of RAG is that knowledge is not stored inside the model’s parameters, but in a separate and often dynamic storage system—usually a vector database. This decouples knowledge from the model itself, which is a game-changer in terms of flexibility, cost, and maintainability.",[],{"_30":938,"_16":272,"_273":939,"_281":944,"_283":433},"c1585132d150",[940],{"_30":941,"_16":277,"_278":942,"_146":943},"7f137133e3d4",[],"Key Benefits of RAG",[],{"_30":946,"_16":272,"_273":947,"_281":952,"_283":284},"c89112de6ccb",[948],{"_30":949,"_16":277,"_278":950,"_146":951},"903cdcd526ad",[],"RAG unlocks several major advantages for teams working with large language models (LLMs):",[],{"_30":954,"_16":272,"_273":955,"_281":964,"_283":284},"ba75258a522e",[956,960],{"_30":957,"_16":277,"_278":958,"_146":959},"df1a269ae9d6",[613],"Dynamic Knowledge Updates",{"_30":961,"_16":277,"_278":962,"_146":963},"64682f549f36",[],"Unlike traditional LLMs that require costly retraining to learn new information, RAG systems can be updated on the fly with new data. Want your chatbot to understand today’s breaking news or a newly added product in your catalog? Just update the knowledge base, no model retraining necessary.",[],{"_30":966,"_16":272,"_273":967,"_281":976,"_283":284},"c2807d2a38d3",[968,972],{"_30":969,"_16":277,"_278":970,"_146":971},"f7508064a3d9",[613],"Lower Infrastructure Costs Compared to Fine-Tuning",{"_30":973,"_16":277,"_278":974,"_146":975},"a73ad8cc0d23",[],"The fine-tuning process for large models is expensive in both computational resources and engineering effort. RAG allows you to avoid this by offloading domain-specific data and knowledge into a retrievable format. The base model remains unchanged, which saves time and money.",[],{"_30":978,"_16":272,"_273":979,"_281":988,"_283":284},"4f34b250410b",[980,984],{"_30":981,"_16":277,"_278":982,"_146":983},"75b74620a164",[613],"Easier to Iterate and Debug",{"_30":985,"_16":277,"_278":986,"_146":987},"a0ea8cc4de5f",[],"With RAG, improving your system often means adjusting the data retrieval pipeline or curating better documents—processes that are faster and safer than altering a model’s weights. This makes development cycles shorter and more transparent.",[],{"_30":990,"_16":272,"_273":991,"_281":1000,"_283":284},"c53a849cd682",[992,996],{"_30":993,"_16":277,"_278":994,"_146":995},"cb11c6ead016",[613],"Enhanced Factual Accuracy and Trust",{"_30":997,"_16":277,"_278":998,"_146":999},"1a2a18db94e7",[],"Because RAG systems can cite their sources or refer to specific retrieved passages, the responses tend to be more grounded. This is essential for applications that require trust and traceability, like legal advisors, medical assistants, or customer support agents.",[],{"_30":1002,"_16":272,"_273":1003,"_281":1012,"_283":284},"1e68c9ceb7da",[1004,1008],{"_30":1005,"_16":277,"_278":1006,"_146":1007},"9bfd45a0eee1",[613],"Domain-Specific Customization",{"_30":1009,"_16":277,"_278":1010,"_146":1011},"f1263d225bba",[],"Need a model to specialize in financial reports, technical documentation, or legal precedents? With RAG, you can tailor responses by simply controlling what data is stored in the information retrieval layer—no need for model-specific customization.",[],{"_30":1014,"_16":272,"_273":1015,"_281":1020,"_283":433},"62cac903a887",[1016],{"_30":1017,"_16":277,"_278":1018,"_146":1019},"c2eef9aacfe7",[],"The Trade-Off: Added Complexity",[],{"_30":1022,"_16":272,"_273":1023,"_281":1028,"_283":284},"a4f17dd8f77f",[1024],{"_30":1025,"_16":277,"_278":1026,"_146":1027},"efdf4eb55d40",[],"While RAG systems are incredibly powerful, they introduce new layers of complexity compared to vanilla LLM applications. Some areas that should be given careful attention include:",[],{"_30":1030,"_16":272,"_273":1031,"_281":1040,"_283":284},"d56cf233e9a6",[1032,1036],{"_30":1033,"_16":277,"_278":1034,"_146":1035},"45600a85027c",[613],"Retrieval Quality",{"_30":1037,"_16":277,"_278":1038,"_146":1039},"7c35d675fb50",[],"The performance of a RAG system hinges on its retriever. Poor retrieval leads to irrelevant or confusing context being passed to the generator, which degrades the quality of the response. Tuning retrieval involves selecting the right embedding models, refining the search index, and filtering results intelligently.",[],{"_30":1042,"_16":272,"_273":1043,"_281":1085,"_283":284},"5fce25c68e38",[1044,1048,1052,1057,1060,1065,1068,1073,1076,1081],{"_30":1045,"_16":277,"_278":1046,"_146":1047},"8cd2bf69f3a8",[613],"Vector Databases",{"_30":1049,"_16":277,"_278":1050,"_146":1051},"5f4fdb661f5d",[],"RAG typically relies on vector databases like ",{"_30":1053,"_16":277,"_278":1054,"_146":1056},"7e9c4bc656f5",[1055],"f224ba6683fa","Pinecone",{"_30":1058,"_16":277,"_278":1059,"_146":895},"c35436e5386f",[],{"_30":1061,"_16":277,"_278":1062,"_146":1064},"d44a07ce35e8",[1063],"594bf64408c9","Weaviate",{"_30":1066,"_16":277,"_278":1067,"_146":895},"4dbd278c1659",[],{"_30":1069,"_16":277,"_278":1070,"_146":1072},"957eb2732cd5",[1071],"b1f8d11ddb59","Qdrant",{"_30":1074,"_16":277,"_278":1075,"_146":904},"2d495dfdddb9",[],{"_30":1077,"_16":277,"_278":1078,"_146":1080},"2311e3ff1674",[1079],"26a96c751b03","FAISS",{"_30":1082,"_16":277,"_278":1083,"_146":1084},"72ccf82a810c",[]," to store and search embeddings. These databases must be managed for performance, availability, and data freshness. Indexing strategies, vector dimensionality, and approximate nearest neighbor (ANN) algorithms all play a role.",[1086,1088,1090,1092],{"_30":1055,"_16":42,"_401":1087},"https://www.pinecone.io/",{"_30":1063,"_16":42,"_401":1089},"https://weaviate.io/",{"_30":1071,"_16":42,"_401":1091},"https://qdrant.tech/",{"_30":1079,"_16":42,"_401":1093},"https://faiss.ai/",{"_30":1095,"_16":272,"_273":1096,"_281":1105,"_283":284},"066dd8c36c2e",[1097,1101],{"_30":1098,"_16":277,"_278":1099,"_146":1100},"88fa0ff251e0",[613],"Prompt Engineering",{"_30":1102,"_16":277,"_278":1103,"_146":1104},"3deb253d1282",[],"You can’t just shove retrieved documents into a prompt and expect good results. Effective prompt engineering is critical–you need to decide how to format the retrieved content, where to place it in the prompt, how many documents to include, and how to structure the prompt to steer the model toward accurate, context-aware answers.",[],{"_30":1107,"_16":272,"_273":1108,"_281":1117,"_283":284},"df906e4b4313",[1109,1113],{"_30":1110,"_16":277,"_278":1111,"_146":1112},"7b3e079d4b12",[613],"Evaluation and Feedback Loops",{"_30":1114,"_16":277,"_278":1115,"_146":1116},"21fb5326b3d7",[],"Measuring the performance of a RAG system isn’t trivial. You need to monitor retrieval precision, generation quality, and hallucination rates. It often involves human-in-the-loop evaluation or advanced automatic scoring systems that blend search relevance with natural language understanding.",[],{"_30":1119,"_16":272,"_273":1120,"_281":1125,"_283":433},"883a1ffb9ab4",[1121],{"_30":1122,"_16":277,"_278":1123,"_146":1124},"c8ad6e6607c1",[],"Popular Tools in the RAG Ecosystem",[],{"_30":1127,"_16":272,"_273":1128,"_281":1133,"_283":284},"bda340c554b4",[1129],{"_30":1130,"_16":277,"_278":1131,"_146":1132},"17c2f86faf21",[],"A growing number of open-source and commercial tools make it easier to build and deploy RAG systems. Here are some of the most widely used:",[],{"_30":1135,"_16":272,"_273":1136,"_281":1146,"_283":284},"a18d61ded7a3",[1137,1142],{"_30":1138,"_16":277,"_278":1139,"_146":1141},"dc60de8cb110",[1140,613],"1d0646b11374","LangChain",{"_30":1143,"_16":277,"_278":1144,"_146":1145},"f9c899c3ec02",[]," is a Python framework that simplifies building RAG pipelines by chaining together components like retrievers, vector stores, and LLMs. It offers abstractions for managing prompts, memory, agents, and retrieval workflows. It's especially popular for building chatbots and custom search agents.",[1147],{"_30":1140,"_16":42,"_401":1148},"https://www.langchain.com/",{"_30":1150,"_16":272,"_273":1151,"_281":1161,"_283":284},"3e546cf03487",[1152,1157],{"_30":1153,"_16":277,"_278":1154,"_146":1156},"69454b11642d",[1155,613],"3e3fa980f7f8","LlamaIndex",{"_30":1158,"_16":277,"_278":1159,"_146":1160},"32f1e9393a53",[]," (formerly GPT Index) focuses on creating structured indices from unstructured data, making it easy to plug external data into LLM applications. It supports various vector databases and retrieval strategies and plays nicely with LangChain and other LLM frameworks.",[1162],{"_30":1155,"_16":42,"_401":1163},"https://www.llamaindex.ai/",{"_30":1165,"_16":272,"_273":1166,"_281":1174,"_283":284},"f2d258eb0fa4",[1167,1170],{"_30":1168,"_16":277,"_278":1169,"_146":1056},"c9523fd9de0c",[613],{"_30":1171,"_16":277,"_278":1172,"_146":1173},"f6b4bc3eb619",[]," is a fully managed vector database that handles storage, indexing, and retrieval at scale. It’s known for high performance, ease of integration, and production-readiness. It supports metadata filtering and hybrid search (text + vector).",[],{"_30":1176,"_16":272,"_273":1177,"_281":1185,"_283":284},"c3119ec2953f",[1178,1181],{"_30":1179,"_16":277,"_278":1180,"_146":1064},"50de4116dfb7",[613],{"_30":1182,"_16":277,"_278":1183,"_146":1184},"9d68372b88aa",[]," is an open-source vector database with built-in support for semantic search, classification, and multi-modal data. It includes a GraphQL interface and allows for automatic schema inference, making it a strong choice for teams building custom knowledge systems.",[],{"_30":1187,"_16":272,"_273":1188,"_281":1211,"_283":284},"2fa87b9b2eb9",[1189,1192,1195,1198,1202,1207],{"_30":1190,"_16":277,"_278":1191,"_146":1080},"9118a41048c3",[613],{"_30":1193,"_16":277,"_278":1194,"_146":895},"db5a1181ae3f",[],{"_30":1196,"_16":277,"_278":1197,"_146":1072},"19692f1a5ade",[613],{"_30":1199,"_16":277,"_278":1200,"_146":1201},"ab5095dbc01d",[],", and ",{"_30":1203,"_16":277,"_278":1204,"_146":1206},"badabe5ac878",[1205,613],"01867fec12c0","Milvus",{"_30":1208,"_16":277,"_278":1209,"_146":1210},"d2643a90d5cf",[]," are open-source options that provide robust alternatives to commercial vector databases. FAISS (by Meta) is a library for efficient similarity search, while Qdrant and Milvus offer full server-based vector storage with filtering and scale-out capabilities.",[1212],{"_30":1205,"_16":42,"_401":1213},"https://milvus.io/",{"_30":1215,"_16":272,"_273":1216,"_281":1221,"_283":1222},"80bea58e8a78",[1217],{"_30":1218,"_16":277,"_278":1219,"_146":1220},"49535c24d39a",[552],"Compared to fine-tuning, RAG is potentially a faster, more up-to-date method of improving performance, but it’s not plug-and-play.",[],"blockquote",{"_30":1224,"_16":272,"_273":1225,"_281":1230,"_283":284},"ccf3b674467f",[1226],{"_30":1227,"_16":277,"_278":1228,"_146":1229},"95a6f4db9399",[],"RAG represents a powerful shift in how we think about building intelligent systems. By decoupling knowledge from the model and allowing dynamic access to relevant information, RAG gives teams a flexible, cost-effective, and more accurate way to use generative AI in real-world applications.",[],{"_30":1232,"_16":272,"_273":1233,"_281":1238,"_283":284},"a2acc1610342",[1234],{"_30":1235,"_16":277,"_278":1236,"_146":1237},"ce4fffc359aa",[],"However, adopting RAG is not a plug-and-play solution. It requires thoughtful design of the retrieval pipeline, selection of the right tools, careful prompt construction, and continuous monitoring to ensure relevance and reliability.",[],{"_30":1240,"_16":272,"_273":1241,"_281":1246,"_283":284},"26febf38538b",[1242],{"_30":1243,"_16":277,"_278":1244,"_146":1245},"d06db4f12693",[],"For teams building AI systems that need to reason over private data, stay current with external information, or deliver grounded answers with references, RAG is quickly becoming the gold standard architecture. As the ecosystem matures—with tools like LangChain, LlamaIndex, and Pinecone evolving rapidly—implementing RAG is becoming increasingly accessible and impactful.",[],{"_30":1248,"_16":272,"_273":1249,"_281":1254,"_283":678},"f6c95387e1b6",[1250],{"_30":1251,"_16":277,"_278":1252,"_146":1253},"b21d31d854b6",[],"What Is Fine-Tuning?",[],{"_30":1256,"_16":272,"_273":1257,"_281":1262,"_283":284},"728933f260aa",[1258],{"_30":1259,"_16":277,"_278":1260,"_146":1261},"0a2c07eb82f8",[],"As organizations race to adopt LLMs for everything from chatbots to document analysis, a key question keeps coming up: How do we make these models work better for our data, use cases, and tone? One common answer is fine-tuning.",[],{"_30":1264,"_16":272,"_273":1265,"_281":1270,"_283":284},"63530f382350",[1266],{"_30":1267,"_16":277,"_278":1268,"_146":1269},"9ff4f568c7bc",[],"Fine-tuning is a powerful technique that customizes a pre-trained language model on a specific training dataset to achieve more precise, context-aware, or brand-aligned behavior. While alternatives like prompt engineering or RAG also aim to steer LLMs, fine-tuning offers a fundamentally different approach—changing the model itself, not just the inputs or supporting data.",[],{"_30":1272,"_16":272,"_273":1273,"_281":1278,"_283":284},"66a235e591b8",[1274],{"_30":1275,"_16":277,"_278":1276,"_146":1277},"51d155b4d57d",[],"Fine-tuning is the process of continuing to train a pretrained model on a new, typically smaller, training dataset that is specific to your domain or application. It’s like taking a general-purpose expert and teaching them a niche skill through focused practice.",[],{"_30":1280,"_16":272,"_273":1281,"_281":1286,"_283":284},"a87f34058322",[1282],{"_30":1283,"_16":277,"_278":1284,"_146":1285},"49061b206d22",[],"To clarify how fine-tuning fits into the broader LLM development stack, let’s distinguish it from two related concepts: pretraining and prompt engineering.",[],{"_30":1288,"_16":272,"_273":1289,"_281":1294,"_283":284},"9cea661b9fcd",[1290],{"_30":1291,"_16":277,"_278":1292,"_146":1293},"9c3c217cca68",[],"Pretraining is the initial process of training a large model on a massive, diverse dataset of training data (like Common Crawl, Wikipedia, or books). This is where the model learns the structure of language, basic facts, and reasoning patterns. Pretraining is computationally expensive and only done by major AI labs.",[],{"_30":1296,"_16":272,"_273":1297,"_281":1302,"_283":284},"86efc12014bf",[1298],{"_30":1299,"_16":277,"_278":1300,"_146":1301},"b06409c20a08",[],"Prompt engineering involves crafting instructions and examples in the input to guide model behavior. It’s a lightweight, zero-cost way to steer output but is limited in its ability to enforce consistent behavior or deep domain alignment.",[],{"_30":1304,"_16":272,"_273":1305,"_281":1310,"_283":284},"78b99884ffee",[1306],{"_30":1307,"_16":277,"_278":1308,"_146":1309},"4921e738c0b9",[],"Fine-tuning sits between these two extremes, offering more precision than prompting without the cost and scale of pretraining.",[],{"_30":1312,"_16":272,"_273":1313,"_281":1318,"_283":433},"66f473c71bee",[1314],{"_30":1315,"_16":277,"_278":1316,"_146":1317},"5abd05993240",[],"How Fine-Tuning Works: Custom Training on Target Data",[],{"_30":1320,"_16":272,"_273":1321,"_281":1326,"_283":284},"413a6442bf3f",[1322],{"_30":1323,"_16":277,"_278":1324,"_146":1325},"6eb6fe00f444",[],"At a high level, the fine-tuning process involves taking a pretrained model and continuing its training using a smaller, targeted dataset. The process of compiling training data typically includes the following steps:",[],{"_30":1328,"_16":272,"_273":1329,"_281":1338,"_283":284},"b9e5534048b7",[1330,1334],{"_30":1331,"_16":277,"_278":1332,"_146":1333},"345cfc3bfc0a",[613],"Data Collection and Cleaning",{"_30":1335,"_16":277,"_278":1336,"_146":1337},"da625a0ed6e5",[],"The first step is to collect a high-quality dataset that represents the task, tone, or domain you want to teach the model. This might include: customer service transcripts, medical case reports, legal contracts, internal documentation",[],{"_30":1340,"_16":272,"_273":1341,"_281":1346,"_283":284},"118d1862a41d",[1342],{"_30":1343,"_16":277,"_278":1344,"_146":1345},"1ac9392b29d2",[],"Cleaning, labeling, and formatting the data (usually into input-output pairs) is critical to avoid introducing noise or bias.",[],{"_30":1348,"_16":272,"_273":1349,"_281":1358,"_283":284},"1a7927598009",[1350,1354],{"_30":1351,"_16":277,"_278":1352,"_146":1353},"fd966afbe112",[613],"Model Selection",{"_30":1355,"_16":277,"_278":1356,"_146":1357},"f4cc0b7ab5fd",[],"You then choose a base model. If you're working with open-weight models, you can download and fine-tune locally. If you're using a proprietary model, you’ll use the vendor's fine-tuning API.",[],{"_30":1360,"_16":272,"_273":1361,"_281":1370,"_283":284},"d65d3f7151b5",[1362,1366],{"_30":1363,"_16":277,"_278":1364,"_146":1365},"3c1061827488",[613],"Training the Model",{"_30":1367,"_16":277,"_278":1368,"_146":1369},"ee750f3e9f36",[],"Training typically involves supervised learning, where the model adjusts its internal parameters to better predict the desired outputs given your inputs. Depending on your specific use case, you might also use reinforcement learning or instruction tuning.",[],{"_30":1372,"_16":272,"_273":1373,"_281":1396,"_283":284},"d67c00d5e7cd",[1374,1378,1383,1387,1392],{"_30":1375,"_16":277,"_278":1376,"_146":1377},"22dcc8f4ef19",[],"Modern fine-tuning frameworks like ",{"_30":1379,"_16":277,"_278":1380,"_146":1382},"bc8bcd4c3dc8",[1381],"3800ef8bf6e7","LoRA (Low-Rank Adaptation)",{"_30":1384,"_16":277,"_278":1385,"_146":1386},"fcb324dc0829",[]," or ",{"_30":1388,"_16":277,"_278":1389,"_146":1391},"9d87374b64a4",[1390],"05b3346bdae7","QLoRA (Quantized LoRA)",{"_30":1393,"_16":277,"_278":1394,"_146":1395},"41f1b5dc0e13",[]," have made it easier and more memory-efficient to fine-tune large models on modest hardware.",[1397,1399],{"_30":1381,"_16":42,"_401":1398},"https://en.wikipedia.org/wiki/Fine-tuning_(deep_learning)#Low-rank_adaptation",{"_30":1390,"_16":42,"_401":1400},"https://arxiv.org/abs/2305.14314",{"_30":1402,"_16":272,"_273":1403,"_281":1429,"_283":284},"a73230ae80dc",[1404,1408,1412,1417,1420,1425],{"_30":1405,"_16":277,"_278":1406,"_146":1407},"9dee65b460e4",[613],"Evaluation and Testing",{"_30":1409,"_16":277,"_278":1410,"_146":1411},"0808c7233b51",[],"After training, you’ll evaluate the fine-tuned model to ensure it generalizes well to new examples. Metrics like accuracy, ",{"_30":1413,"_16":277,"_278":1414,"_146":1416},"4fef846834e4",[1415],"a7cb78a09f99","F1 score",{"_30":1418,"_16":277,"_278":1419,"_146":895},"f183f3cbb918",[],{"_30":1421,"_16":277,"_278":1422,"_146":1424},"88efbf04bede",[1423],"24fc6bf8e3e8","BLEU score",{"_30":1426,"_16":277,"_278":1427,"_146":1428},"a1e74cb2e137",[]," (for generation tasks), and human feedback are commonly used.",[1430,1432],{"_30":1415,"_16":42,"_401":1431},"https://en.wikipedia.org/wiki/F-score",{"_30":1423,"_16":42,"_401":1433},"https://en.wikipedia.org/wiki/BLEU",{"_30":1435,"_16":272,"_273":1436,"_281":1440,"_283":284},"7c5f89219b2a",[1437],{"_30":1438,"_16":277,"_278":1439,"_146":423},"e05872640802",[],[],{"_30":1442,"_16":272,"_273":1443,"_281":1448,"_283":433},"496d167ab41b",[1444],{"_30":1445,"_16":277,"_278":1446,"_146":1447},"ba584f4c329b",[],"Open-Weight vs. Proprietary Models: Two Fine-Tuning Paths",[],{"_30":1450,"_16":272,"_273":1451,"_281":1456,"_283":284},"0c796e277372",[1452],{"_30":1453,"_16":277,"_278":1454,"_146":1455},"9ee02555d9cb",[],"Not all models can be fine-tuned the same way. The landscape splits into open-weight models and proprietary models, each with different implications for access, control, and cost.",[],{"_30":1458,"_16":272,"_273":1459,"_281":1464,"_283":284},"aa3f81ea9c9b",[1460],{"_30":1461,"_16":277,"_278":1462,"_146":1463},"fdb4a9eeb95e",[],"Open-weight models are available for download and modification. You can fine-tune them on your own infrastructure or using cloud GPUs. This offers full control over the model and training process, which is ideal for teams with MLOps capabilities and strict privacy requirements.",[],{"_30":1466,"_16":272,"_273":1467,"_281":1472,"_283":284},"5da4cdada709",[1468],{"_30":1469,"_16":277,"_278":1470,"_146":1471},"99ac5032ef11",[],"On the other hand, proprietary models with fine-tuning APIs don’t expose their weights but offer APIs for uploading fine-tuning data. The provider handles the training process. A quick list of pros and cons:",[],{"_30":1474,"_16":272,"_273":1475,"_281":1480,"_283":433},"d0b64ea82dc5",[1476],{"_30":1477,"_16":277,"_278":1478,"_146":1479},"bdf4909e7ba2",[],"Open-Weight Models",[],{"_30":1482,"_16":272,"_273":1483,"_281":1529,"_283":284},"f51caf71a8a6",[1484,1488,1493,1496,1501,1504,1509,1512,1517,1520,1525],{"_30":1485,"_16":277,"_278":1486,"_146":1487},"f8b115e4388c",[],"Pros and cons for open-weight models like the ",{"_30":1489,"_16":277,"_278":1490,"_146":1492},"9bccb22109f8",[1491],"5e44da99743f","META LlaMA 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control over weights and architecture",[],{"_30":1557,"_16":272,"_273":1558,"_703":704,"_705":706,"_281":1563,"_283":284},"3359552802c3",[1559],{"_30":1560,"_16":277,"_278":1561,"_146":1562},"273c243e1dd7",[],"No vendor lock-in",[],{"_30":1565,"_16":272,"_273":1566,"_703":704,"_705":706,"_281":1571,"_283":284},"e3dd8584eb25",[1567],{"_30":1568,"_16":277,"_278":1569,"_146":1570},"5a60be042731",[],"On-prem deployment possible",[],{"_30":1573,"_16":272,"_273":1574,"_281":1579,"_283":284},"79bb534ec7b1",[1575],{"_30":1576,"_16":277,"_278":1577,"_146":1578},"66b5188b9761",[613],"Cons:",[],{"_30":1581,"_16":272,"_273":1582,"_703":704,"_705":706,"_281":1587,"_283":284},"67bf84aceab3",[1583],{"_30":1584,"_16":277,"_278":1585,"_146":1586},"9b8b6d480aec",[],"Requires infrastructure and ML engineering expertise",[],{"_30":1589,"_16":272,"_273":1590,"_703":704,"_705":706,"_281":1595,"_283":284},"501709cddc9f",[1591],{"_30":1592,"_16":277,"_278":1593,"_146":1594},"b09bcf8572c7",[],"More complex to scale and manage",[],{"_30":1597,"_16":272,"_273":1598,"_281":1603,"_283":433},"4410d224a08b",[1599],{"_30":1600,"_16":277,"_278":1601,"_146":1602},"3481edc95e71",[],"Proprietary Models with Fine-Tuning APIs",[],{"_30":1605,"_16":272,"_273":1606,"_281":1644,"_283":284},"749e4691c72b",[1607,1611,1616,1619,1624,1628,1633,1636,1641],{"_30":1608,"_16":277,"_278":1609,"_146":1610},"b29a0f618f11",[],"Pros and cons for proprietary models with fine-tuning APIs like ",{"_30":1612,"_16":277,"_278":1613,"_146":1615},"46ffa25172b5",[1614],"1c38e69c786e","ChatGPT",{"_30":1617,"_16":277,"_278":1618,"_146":895},"fb86be8ad929",[],{"_30":1620,"_16":277,"_278":1621,"_146":1623},"805c456d4395",[1622],"f6b6195f5e82","Claude",{"_30":1625,"_16":277,"_278":1626,"_146":1627},"ab8f44d9b6a2",[],", Cohere, 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Fine-tuning lets you bake in the exact tone, structure, and policy adherence you need—whether that’s avoiding disclaimers, matching brand voice, or using specific formatting.",[],{"_30":1744,"_16":272,"_273":1745,"_281":1754,"_283":284},"8889b005d686",[1746,1750],{"_30":1747,"_16":277,"_278":1748,"_146":1749},"ac2aad0e9b8f",[613],"Deep Domain Adaptation",{"_30":1751,"_16":277,"_278":1752,"_146":1753},"bc83de45051c",[],"LLMs are trained on broad data, which can be weak or inaccurate in niche areas like biomedical research or legal reasoning. Fine-tuning allows the model to internalize deep, domain-specific knowledge that isn’t easily accessible via RAG or prompting.",[],{"_30":1756,"_16":272,"_273":1757,"_281":1766,"_283":284},"e91d68f98a92",[1758,1762],{"_30":1759,"_16":277,"_278":1760,"_146":1761},"1903f4539327",[613],"Tighter Workflow Integration",{"_30":1763,"_16":277,"_278":1764,"_146":1765},"63d5e5d4627f",[],"For enterprise software that relies on deterministic behaviors (e.g., filling forms, structured output, or specific taxonomy usage), fine-tuning provides a way to hardwire patterns into the model’s behavior.",[],{"_30":1768,"_16":272,"_273":1769,"_281":1778,"_283":284},"465d67b344b2",[1770,1774],{"_30":1771,"_16":277,"_278":1772,"_146":1773},"034c8805bde9",[613],"Multi-Turn or Task-Specific Mastery",{"_30":1775,"_16":277,"_278":1776,"_146":1777},"536e823b48a6",[],"If your use case involves multi-turn dialogue, classification, summarization, or code generation, fine-tuning can make the model more adept at handling those specific tasks.",[],{"_30":1780,"_16":272,"_273":1781,"_281":1786,"_283":1222},"d57728be82f0",[1782],{"_30":1783,"_16":277,"_278":1784,"_146":1785},"54b7225b36e8",[552],"Fine-tuning is more resource-intensive than RAG, but offers potentially better response times and gives users more control over output formats.",[],{"_30":1788,"_16":272,"_273":1789,"_281":1794,"_283":433},"30bc27174020",[1790],{"_30":1791,"_16":277,"_278":1792,"_146":1793},"776273e9a0e7",[],"The Challenges of Fine-Tuning",[],{"_30":1796,"_16":272,"_273":1797,"_281":1802,"_283":284},"ccd61e768df1",[1798],{"_30":1799,"_16":277,"_278":1800,"_146":1801},"dcaab2a66df8",[],"Fine-tuning offers great power that can enable LLMs to grasp deeper nuances in complex fields like healthcare, but it comes with significant challenges—especially when compared to lighter-weight methods like RAG or prompting. (It can also be a more time-consuming approach to improving your model’s performance.)",[],{"_30":1804,"_16":272,"_273":1805,"_281":1814,"_283":284},"3decd7f3b283",[1806,1810],{"_30":1807,"_16":277,"_278":1808,"_146":1809},"c595d84fc6cc",[613],"High Cost and Compute Requirements",{"_30":1811,"_16":277,"_278":1812,"_146":1813},"a3502887d44b",[],"Training large models—even for a few epochs—requires significant GPU time and memory. While adapter-based methods like LoRA can reduce cost, fine-tuning remains more expensive than prompt engineering or RAG. Introducing new data generally incurs high retraining costs.",[],{"_30":1816,"_16":272,"_273":1817,"_281":1826,"_283":284},"5abe033d65d6",[1818,1822],{"_30":1819,"_16":277,"_278":1820,"_146":1821},"60ae39f15a07",[613],"Model Versioning and Lifecycle Management",{"_30":1823,"_16":277,"_278":1824,"_146":1825},"a0960b5398b7",[],"Once you fine-tune a model, you create a new version that must be versioned, monitored, and maintained. This introduces lifecycle management complexity: Which version are we using in production? What data was it trained on? How do we roll back?",[],{"_30":1828,"_16":272,"_273":1829,"_281":1838,"_283":284},"a66136bc723b",[1830,1834],{"_30":1831,"_16":277,"_278":1832,"_146":1833},"599dc99fd932",[613],"Risk of Overfitting or Drift",{"_30":1835,"_16":277,"_278":1836,"_146":1837},"32510ee5a981",[],"If your training data is too small or too biased, the model can overfit—losing its general-purpose abilities and hallucinating facts. Fine-tuned models can also \"drift\" from expected behavior over time if not retrained or evaluated continuously.",[],{"_30":1840,"_16":272,"_273":1841,"_281":1850,"_283":284},"9a6e592a222f",[1842,1846],{"_30":1843,"_16":277,"_278":1844,"_146":1845},"6ca258c13fe8",[613],"Evaluation Is Harder",{"_30":1847,"_16":277,"_278":1848,"_146":1849},"79171cece89f",[],"Prompt-based systems are easier to debug—you can tweak the prompt and re-run. Fine-tuned models are black boxes with learned behavior that’s harder to explain or adjust without retraining.",[],{"_30":1852,"_16":272,"_273":1853,"_281":1862,"_283":284},"c24e7e9f0d5b",[1854,1858],{"_30":1855,"_16":277,"_278":1856,"_146":1857},"1992bf652cca",[613],"MLOps and Deployment Complexity",{"_30":1859,"_16":277,"_278":1860,"_146":1861},"a916cd2a0fa8",[],"Fine-tuning introduces classic ML deployment challenges: reproducibility, monitoring, rollback mechanisms, and model registry. Enterprises adopting fine-tuning often need mature MLOps pipelines to manage this complexity at scale.",[],{"_30":1864,"_16":272,"_273":1865,"_281":1870,"_283":284},"e7e57e66f510",[1866],{"_30":1867,"_16":277,"_278":1868,"_146":1869},"5a877ff56ad6",[],"Fine-tuning is a high-impact tool in the LLM toolkit, especially for organizations seeking precise, repeatable, and domain-specialized AI behavior. It offers more control and customization than prompt engineering and is ideal when RAG can’t capture the depth of domain expertise required.",[],{"_30":1872,"_16":272,"_273":1873,"_281":1878,"_283":284},"c3e9c001bf42",[1874],{"_30":1875,"_16":277,"_278":1876,"_146":1877},"320c24f04523",[],"But it’s not a silver bullet. Fine-tuning introduces infrastructure and lifecycle challenges that demand careful planning and evaluation. For many use cases, RAG or prompting may be sufficient and cheaper. The best approach often combines methods—using prompt engineering for flexibility, RAG for dynamic knowledge, and fine-tuning for precision and domain depth.",[],{"_30":1880,"_16":272,"_273":1881,"_281":1886,"_283":284},"ce2bc65217b7",[1882],{"_30":1883,"_16":277,"_278":1884,"_146":1885},"12c2625c692e",[],"As LLMs continue to evolve, expect fine-tuning methods to become cheaper, faster, and more efficient—especially with innovations in parameter-efficient fine-tuning, quantization, and automated evaluation. But for now, teams should approach fine-tuning with clear goals, strong datasets, and the right tooling in place.",[],{"_30":1888,"_16":272,"_273":1889,"_281":1894,"_283":678},"14dd1c2a2391",[1890],{"_30":1891,"_16":277,"_278":1892,"_146":1893},"d1c8f116bffd",[],"RAG vs. Fine-Tuning: Key Technical Differences",[],{"_30":1896,"_16":272,"_273":1897,"_281":1902,"_283":284},"9e18c1695585",[1898],{"_30":1899,"_16":277,"_278":1900,"_146":1901},"d593192debf0",[],"As LLMs become essential tools for enterprise AI, product personalization, and task automation, two strategies have emerged as the primary ways to adapt these models to specific domains: RAG and Fine-Tuning.",[],{"_30":1904,"_16":272,"_273":1905,"_281":1910,"_283":284},"dbf08158f4ee",[1906],{"_30":1907,"_16":277,"_278":1908,"_146":1909},"bd4dc32f25d1",[],"While both aim to improve accuracy, relevance, and utility, they do so in fundamentally different ways—with distinct architectures, performance profiles, and infrastructure needs. Understanding these differences is crucial for choosing the right approach for your use case.",[],{"_30":1912,"_16":272,"_273":1913,"_281":1918,"_283":433},"52cd6f452024",[1914],{"_30":1915,"_16":277,"_278":1916,"_146":1917},"13bb390f6a4e",[],"Architecture and Data Flow",[],{"_30":1920,"_16":272,"_273":1921,"_281":1926,"_283":284},"acb894a8a599",[1922],{"_30":1923,"_16":277,"_278":1924,"_146":1925},"4f4a546e964c",[613],"RAG",[],{"_30":1928,"_16":272,"_273":1929,"_281":1934,"_283":284},"f9ee3a07ca08",[1930],{"_30":1931,"_16":277,"_278":1932,"_146":1933},"210a1be1e2a2",[],"In RAG, the system consists of three main components:",[],{"_30":1936,"_16":272,"_273":1937,"_703":704,"_705":1946,"_281":1947,"_283":284},"3903f091724e",[1938,1942],{"_30":1939,"_16":277,"_278":1940,"_146":1941},"413dd8f2f51f",[613],"Retriever:",{"_30":1943,"_16":277,"_278":1944,"_146":1945},"230e0e76578b",[]," Given a query, it fetches relevant documents or chunks from a vector database using semantic similarity (embedding search).","number",[],{"_30":1949,"_16":272,"_273":1950,"_703":704,"_705":1946,"_281":1959,"_283":284},"e9169f00a7bc",[1951,1955],{"_30":1952,"_16":277,"_278":1953,"_146":1954},"da06098c44c4",[613],"Knowledge Store:",{"_30":1956,"_16":277,"_278":1957,"_146":1958},"67923360cb26",[]," An external, updatable source of truth (e.g., docs, articles, proprietary data) stored as embeddings.",[],{"_30":1961,"_16":272,"_273":1962,"_703":704,"_705":1946,"_281":1971,"_283":284},"1d39e3952f87",[1963,1967],{"_30":1964,"_16":277,"_278":1965,"_146":1966},"62cc9118d5e3",[613],"Generator:",{"_30":1968,"_16":277,"_278":1969,"_146":1970},"dcef0e968d87",[]," An LLM that takes both the user’s query and retrieved context to generate accurate responses.",[],{"_30":1973,"_16":272,"_273":1974,"_281":1979,"_283":284},"fac486b381c7",[1975],{"_30":1976,"_16":277,"_278":1977,"_146":1978},"a19012a2fda3",[],"This modular architecture separates the LLM from the data it relies on. Updates to knowledge don’t require retraining the model—just refreshing the content in the vector store.",[],{"_30":1981,"_16":272,"_273":1982,"_281":1987,"_283":284},"92734b15c970",[1983],{"_30":1984,"_16":277,"_278":1985,"_146":1986},"59cad74144a2",[613],"Fine Tuning",[],{"_30":1989,"_16":272,"_273":1990,"_281":1995,"_283":284},"d4491313b898",[1991],{"_30":1992,"_16":277,"_278":1993,"_146":1994},"48389917d75e",[],"In fine-tuning, you take a pre-trained base model and continue training it on a domain-specific dataset. The model learns to embed that new information directly into its weights. Once fine-tuned, all responses are generated from this internalized knowledge.",[],{"_30":1997,"_16":272,"_273":1998,"_281":2003,"_283":284},"89960c882795",[1999],{"_30":2000,"_16":277,"_278":2001,"_146":2002},"b2be8af27a59",[],"There is no retrieval component or external database—everything the model knows must be learned during training. How RAG and fine-tuning differ:",[],{"_30":2005,"_16":272,"_273":2006,"_281":2011,"_283":284},"82eb46793ef1",[2007],{"_30":2008,"_16":277,"_278":2009,"_146":2010},"dfeff7b5051b",[613],"RAG:",[],{"_30":2013,"_16":272,"_273":2014,"_703":704,"_705":706,"_281":2023,"_283":284},"2bf77f209744",[2015,2019],{"_30":2016,"_16":277,"_278":2017,"_146":2018},"d10286c91cd0",[613],"Updating data:",{"_30":2020,"_16":277,"_278":2021,"_146":2022},"aebd7bae4a15",[]," Potentially instantaneous via vector database",[],{"_30":2025,"_16":272,"_273":2026,"_703":704,"_705":706,"_281":2035,"_283":284},"1e3a93a1c9cb",[2027,2031],{"_30":2028,"_16":277,"_278":2029,"_146":2030},"d81f5712865b",[613],"Adding new knowledge:",{"_30":2032,"_16":277,"_278":2033,"_146":2034},"11692b5bd636",[]," Relatively easy with dynamic document ingestion",[],{"_30":2037,"_16":272,"_273":2038,"_703":704,"_705":706,"_281":2047,"_283":284},"5ef1143e5874",[2039,2043],{"_30":2040,"_16":277,"_278":2041,"_146":2042},"284ed69c0929",[613],"Traceability:",{"_30":2044,"_16":277,"_278":2045,"_146":2046},"c174f3a7fdfc",[]," High with citable context",[],{"_30":2049,"_16":272,"_273":2050,"_281":2055,"_283":284},"372c5d9437c9",[2051],{"_30":2052,"_16":277,"_278":2053,"_146":2054},"9b91378d8ed6",[613],"Fine-Tuning",[],{"_30":2057,"_16":272,"_273":2058,"_703":704,"_705":706,"_281":2066,"_283":284},"5eaa7ddac493",[2059,2062],{"_30":2060,"_16":277,"_278":2061,"_146":2018},"693c6f90591e",[613],{"_30":2063,"_16":277,"_278":2064,"_146":2065},"b14c2ad3d4b8",[]," Requires retraining",[],{"_30":2068,"_16":272,"_273":2069,"_703":704,"_705":706,"_281":2077,"_283":284},"367401d5c780",[2070,2073],{"_30":2071,"_16":277,"_278":2072,"_146":2030},"02daa720f304",[613],{"_30":2074,"_16":277,"_278":2075,"_146":2076},"4f6364140995",[]," Must create new dataset and retrain",[],{"_30":2079,"_16":272,"_273":2080,"_703":704,"_705":706,"_281":2088,"_283":284},"9332252ca732",[2081,2084],{"_30":2082,"_16":277,"_278":2083,"_146":2042},"6c963a0a01a2",[613],{"_30":2085,"_16":277,"_278":2086,"_146":2087},"9903fddc7b41",[]," Low as responses may be less explainable",[],{"_30":2090,"_16":272,"_273":2091,"_281":2111,"_283":284},"19e8ee04a05e",[2092,2096,2100,2103,2107],{"_30":2093,"_16":277,"_278":2094,"_146":2095},"1cb6a2dd65e5",[],"RAG offers far more ",{"_30":2097,"_16":277,"_278":2098,"_146":2099},"ee9993419cd3",[613],"flexibility",{"_30":2101,"_16":277,"_278":2102,"_146":557},"ffb4cb2aec75",[],{"_30":2104,"_16":277,"_278":2105,"_146":2106},"ddc6ddd58e9b",[613],"auditability",{"_30":2108,"_16":277,"_278":2109,"_146":2110},"e226b15eb578",[],", which is a major reason it's favored in fast-changing domains like legal, finance, or customer support.",[],{"_30":2113,"_16":272,"_273":2114,"_281":2119,"_283":433},"c85dc5652241",[2115],{"_30":2116,"_16":277,"_278":2117,"_146":2118},"f204084a10fa",[],"Performance and Latency",[],{"_30":2121,"_16":272,"_273":2122,"_281":2127,"_283":284},"ebc63a85d13a",[2123],{"_30":2124,"_16":277,"_278":2125,"_146":2126},"f9b4b0fb592c",[],"Speed and responsiveness are critical for real-time applications, especially those deployed in production or embedded in user-facing apps.",[],{"_30":2129,"_16":272,"_273":2130,"_281":2139,"_283":284},"a86c398cc9a3",[2131,2135],{"_30":2132,"_16":277,"_278":2133,"_146":2134},"55a11f32554e",[613],"Fine-Tuning: Low-Latency Inference",{"_30":2136,"_16":277,"_278":2137,"_146":2138},"170238b07b68",[],"Fine-tuned models are essentially “pure” inference engines. 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Do you need precise, tightly-controlled outputs?",{"_30":2753,"_16":277,"_278":2754,"_146":2755},"a58df7230388",[],"Use fine-tuning when consistent tone, formatting, or behavior is required (like structured summaries or form outputs).",[],{"_30":2758,"_16":272,"_273":2759,"_281":2764,"_283":284},"bb5f8b9f893c",[2760],{"_30":2761,"_16":277,"_278":2762,"_146":2763},"ae1aaa3645fe",[],"Use RAG when flexibility is more important than rigid control.",[],{"_30":2766,"_16":272,"_273":2767,"_281":2776,"_283":284},"d83e1668f257",[2768,2772],{"_30":2769,"_16":277,"_278":2770,"_146":2771},"8e96018cf22d",[613],"3. What infrastructure and talent do you have in-house?",{"_30":2773,"_16":277,"_278":2774,"_146":2775},"93020231b0e4",[],"RAG requires experience with vector databases, prompt engineering, and search tuning—but not GPU training.",[],{"_30":2778,"_16":272,"_273":2779,"_281":2784,"_283":284},"d1c496194186",[2780],{"_30":2781,"_16":277,"_278":2782,"_146":2783},"22f50d41686a",[],"Fine-tuning requires ML engineers, model versioning, and MLOps pipelines.",[],{"_30":2786,"_16":272,"_273":2787,"_281":2796,"_283":284},"4dc4d5826a3c",[2788,2792],{"_30":2789,"_16":277,"_278":2790,"_146":2791},"7004001ebd94",[613],"4. Are latency or cost primary concerns?",{"_30":2793,"_16":277,"_278":2794,"_146":2795},"f6a5d996fb26",[],"Fine-tuned models tend to be faster at inference, ideal for real-time systems.",[],{"_30":2798,"_16":272,"_273":2799,"_281":2804,"_283":284},"f151c753caf1",[2800],{"_30":2801,"_16":277,"_278":2802,"_146":2803},"cd257df9379e",[],"RAG introduces retrieval overhead and may require more tokens, affecting cost.",[],{"_30":2806,"_16":272,"_273":2807,"_281":2812,"_283":433},"f3865bc2badb",[2808],{"_30":2809,"_16":277,"_278":2810,"_146":2811},"b050356e690d",[],"Use Case Fit: RAG vs. Fine-Tuning",[],{"_30":2814,"_16":272,"_273":2815,"_281":2820,"_283":284},"0018b109499c",[2816],{"_30":2817,"_16":277,"_278":2818,"_146":2819},"7229976c8071",[],"Here are practical examples where each approach shines:",[],{"_30":2822,"_16":272,"_273":2823,"_281":2828,"_283":284},"0ceabdfabb4f",[2824],{"_30":2825,"_16":277,"_278":2826,"_146":2827},"73141b80a503",[613],"When RAG Works Best",[],{"_30":2830,"_16":272,"_273":2831,"_703":704,"_705":706,"_281":2840,"_283":284},"f7a2e20e774f",[2832,2836],{"_30":2833,"_16":277,"_278":2834,"_146":2835},"dac4e289c8c5",[613],"Customer support bots:",{"_30":2837,"_16":277,"_278":2838,"_146":2839},"fe5131164693",[]," Pulls from up-to-date documentation, product info, or service logs.",[],{"_30":2842,"_16":272,"_273":2843,"_703":704,"_705":706,"_281":2852,"_283":284},"54c81b9abe99",[2844,2848],{"_30":2845,"_16":277,"_278":2846,"_146":2847},"4d41f6e8436a",[613],"Internal search and chatbots:",{"_30":2849,"_16":277,"_278":2850,"_146":2851},"c3f96b47e7d2",[]," Integrates with company wikis, handbooks, or internal portals.",[],{"_30":2854,"_16":272,"_273":2855,"_703":704,"_705":706,"_281":2864,"_283":284},"c195980d6f85",[2856,2860],{"_30":2857,"_16":277,"_278":2858,"_146":2859},"ef122b84185a",[613],"Knowledge assistants:",{"_30":2861,"_16":277,"_278":2862,"_146":2863},"6b603eb99137",[]," Summarizing legal contracts, scientific papers, or research reports.",[],{"_30":2866,"_16":272,"_273":2867,"_703":704,"_705":706,"_281":2876,"_283":284},"b73188e0db92",[2868,2872],{"_30":2869,"_16":277,"_278":2870,"_146":2871},"4db25788eb15",[613],"Compliance review tools:",{"_30":2873,"_16":277,"_278":2874,"_146":2875},"0efa4067822e",[]," Cross-checks against evolving regulations.",[],{"_30":2878,"_16":272,"_273":2879,"_281":2884,"_283":284},"006346993068",[2880],{"_30":2881,"_16":277,"_278":2882,"_146":2883},"ca9d82a9977d",[613],"When Fine-Tuning Works Best",[],{"_30":2886,"_16":272,"_273":2887,"_703":704,"_705":706,"_281":2896,"_283":284},"573c07b52e6b",[2888,2892],{"_30":2889,"_16":277,"_278":2890,"_146":2891},"018c4ece8fa0",[613],"Classification tasks:",{"_30":2893,"_16":277,"_278":2894,"_146":2895},"8067278d4a1b",[]," Spam detection, sentiment analysis, document type labeling.",[],{"_30":2898,"_16":272,"_273":2899,"_703":704,"_705":706,"_281":2908,"_283":284},"57255bdc731b",[2900,2904],{"_30":2901,"_16":277,"_278":2902,"_146":2903},"c65b0d3827e0",[613],"Form parsing and structuring:",{"_30":2905,"_16":277,"_278":2906,"_146":2907},"b6c49e2e71ce",[]," Extracting data into predefined formats (e.g., CRM fields).",[],{"_30":2910,"_16":272,"_273":2911,"_703":704,"_705":706,"_281":2920,"_283":284},"1b1407709be0",[2912,2916],{"_30":2913,"_16":277,"_278":2914,"_146":2915},"6c3c5db47361",[613],"Tone-specific writing:",{"_30":2917,"_16":277,"_278":2918,"_146":2919},"df6e20c11dc3",[]," Generating content in a brand’s voice or for a specific persona.",[],{"_30":2922,"_16":272,"_273":2923,"_703":704,"_705":706,"_281":2932,"_283":284},"1581cf50f9c8",[2924,2928],{"_30":2925,"_16":277,"_278":2926,"_146":2927},"3743133465b5",[613],"Code generation:",{"_30":2929,"_16":277,"_278":2930,"_146":2931},"6b351482657b",[]," When outputs must follow specific patterns or conform to style guides.",[],{"_30":2934,"_16":272,"_273":2935,"_281":2940,"_283":433},"c9c80d7a8259",[2936],{"_30":2937,"_16":277,"_278":2938,"_146":2939},"cfa28f7578c8",[],"Hybrid Approaches: Can You Combine Both?",[],{"_30":2942,"_16":272,"_273":2943,"_281":2948,"_283":284},"306c9014506c",[2944],{"_30":2945,"_16":277,"_278":2946,"_146":2947},"2f9aecc19f33",[],"Sometimes, the best solution blends both worlds. Hybrid architectures combine the dynamic power of RAG with the precision of fine-tuning—though this adds significant complexity. Some examples of hybrid patterns include:",[],{"_30":2950,"_16":272,"_273":2951,"_703":704,"_705":706,"_281":2960,"_283":284},"2dc3165dd733",[2952,2956],{"_30":2953,"_16":277,"_278":2954,"_146":2955},"0bb31043aeb9",[613],"Fine-tuned retrievers:",{"_30":2957,"_16":277,"_278":2958,"_146":2959},"ab317eab00dc",[]," Train a custom model to improve document selection in a RAG system.",[],{"_30":2962,"_16":272,"_273":2963,"_703":704,"_705":706,"_281":2972,"_283":284},"a78cbcb6704d",[2964,2968],{"_30":2965,"_16":277,"_278":2966,"_146":2967},"0496454396c8",[613],"Fine-tuned generators:",{"_30":2969,"_16":277,"_278":2970,"_146":2971},"6cc7927a4b73",[]," Use RAG to retrieve context, then pass it to a fine-tuned LLM that specializes in response formatting or tone.",[],{"_30":2974,"_16":272,"_273":2975,"_703":704,"_705":706,"_281":2984,"_283":284},"bd80e68e8dbf",[2976,2980],{"_30":2977,"_16":277,"_278":2978,"_146":2979},"6c8a0f9aed2a",[613],"Layered workflows:",{"_30":2981,"_16":277,"_278":2982,"_146":2983},"f8167b0f5144",[]," Use RAG for knowledge injection and follow with a fine-tuned model for post-processing (e.g., structure, validation, or filtering).",[],{"_30":2986,"_16":272,"_273":2987,"_281":2992,"_283":284},"26f948285667",[2988],{"_30":2989,"_16":277,"_278":2990,"_146":2991},"74acd06a1bc0",[],"Hybrid makes sense when your use case demands both freshness and structure (like a regulatory chatbot that references policy but formats output for legal review). Perhaps you’ve outgrown prompting and retrieval tuning but still need flexible data updates. Or you have MLOps maturity and the engineering bandwidth to handle dual pipelines and monitoring.",[],{"_30":2994,"_16":272,"_273":2995,"_281":3000,"_283":284},"0ed9aef18958",[2996],{"_30":2997,"_16":277,"_278":2998,"_146":2999},"fa07f6a0a177",[],"It’s important to proceed with caution. Hybrid systems introduce multi-point failure risk, require cross-discipline skills, and increase debugging complexity. For early-stage teams, this can slow iteration and introduce maintenance debt unless the use case truly demands it.",[],{"_30":3002,"_16":272,"_273":3003,"_281":3008,"_283":284},"2c819332526e",[3004],{"_30":3005,"_16":277,"_278":3006,"_146":3007},"5b3202923c2b",[],"Choosing between RAG and fine-tuning isn’t just a technical choice—it’s a strategic one. It depends on how often your data changes, how much control you need, what infrastructure you have, and what your users expect.",[],{"_30":3010,"_16":272,"_273":3011,"_281":3016,"_283":284},"cbf3856e6044",[3012],{"_30":3013,"_16":277,"_278":3014,"_146":3015},"ff3426803c6a",[],"Here’s a simple way to frame your decision:",[],{"_30":3018,"_16":272,"_273":3019,"_703":704,"_705":706,"_281":3024,"_283":284},"dd119c68342b",[3020],{"_30":3021,"_16":277,"_278":3022,"_146":3023},"6b349958ff26",[],"Use RAG when your knowledge needs to stay current and traceable.",[],{"_30":3026,"_16":272,"_273":3027,"_703":704,"_705":706,"_281":3032,"_283":284},"3a154ae72f2b",[3028],{"_30":3029,"_16":277,"_278":3030,"_146":3031},"51f87f08729c",[],"Use fine-tuning when your behavior needs to be consistent, structured, or domain-specialized.",[],{"_30":3034,"_16":272,"_273":3035,"_281":3040,"_283":284},"fb20ebedb55a",[3036],{"_30":3037,"_16":277,"_278":3038,"_146":3039},"114ad5267b3e",[],"Explore hybrid models only if your system requires both agility and deep model control—and your team is ready to support that complexity. Ultimately, the goal isn’t to pick a perfect approach—it’s to choose the one that best matches your real-world constraints while leaving room to evolve.",[],32,"https://cdn.sanity.io/images/50q6fr1p/production/09f598c4974d3f58ef834966155c04c74f590c7c-1200x630.png","751ba387-d0fd-47c4-8e7d-c2a1516d157b","2025-07-29T15:01:00.000Z","rag-vs-fine-tuning","RAG vs. Fine-Tuning: What Dev Teams Need to Know",{"_306":3048,"_316":3822,"_122":3823,"_319":3824,"_323":3825,"_325":3826,"_25":3827,"_328":667},[3049,3057,3076,3095,3103,3111,3119,3127,3135,3143,3162,3170,3178,3186,3194,3202,3210,3218,3237,3245,3253,3261,3269,3277,3285,3293,3301,3309,3317,3325,3333,3341,3349,3357,3365,3373,3381,3389,3397,3405,3413,3421,3429,3437,3445,3453,3461,3469,3477,3485,3493,3501,3509,3517,3525,3533,3541,3549,3557,3565,3573,3581,3589,3597,3605,3613,3621,3629,3637,3645,3653,3661,3669,3677,3685,3693,3701,3709,3717,3725,3733,3741,3758,3766,3774,3782,3790,3798,3806,3814],{"_30":3050,"_16":272,"_273":3051,"_281":3056,"_283":678},"5d59e67ad265",[3052],{"_30":3053,"_16":277,"_278":3054,"_146":3055},"d5540ec8b740",[],"How to Think About Data Pipelines in Regulated Spaces",[],{"_30":3058,"_16":272,"_273":3059,"_281":3073,"_283":284},"d9219d5c5329",[3060,3064,3069],{"_30":3061,"_16":277,"_278":3062,"_146":3063},"e662448390ac",[],"Tech teams standing up new AI programs, or scaling existing programs, need to determine how to build and operate ",{"_30":3065,"_16":277,"_278":3066,"_146":3068},"6c448cd4472a",[3067],"32a157607923","data pipelines",{"_30":3070,"_16":277,"_278":3071,"_146":3072},"f5f9423e5430",[],", a key infrastructure component for AI programs at the enterprise., and without good data pipelines, that data will suffer from quality, accuracy, and freshness problems – no matter which vendors you rely on. In this article, we’ll cover expert insights on best practices for data pipelines in regulated spaces.",[3074],{"_30":3067,"_16":42,"_401":3075},"https://www.heavybit.com/library/article/ai-infrastructure-top-challenges-data-inference",{"_30":3077,"_16":272,"_273":3078,"_281":3092,"_283":284},"51249e1ce611",[3079,3083,3088],{"_30":3080,"_16":277,"_278":3081,"_146":3082},"2828eb166783",[],"Roshan Nanu, PhD, Director of AI at ",{"_30":3084,"_16":277,"_278":3085,"_146":3087},"78bde56d5eda",[3086],"42f64f69c854","Prompt Health",{"_30":3089,"_16":277,"_278":3090,"_146":3091},"1412a4fb59c2",[],", is an expert on building data pipelines to support AI applications in healthcare, a highly-regulated industry with strict data privacy and transport regulations. We spoke with him about why data pipelines are so important, walked through the best practices and common mistakes, and learned how tech teams can implement these ideas in any industry.",[3093],{"_30":3086,"_16":42,"_401":3094},"https://www.promptemr.com/",{"_30":3096,"_16":272,"_273":3097,"_281":3102,"_283":678},"27768561c31f",[3098],{"_30":3099,"_16":277,"_278":3100,"_146":3101},"ce529d096f2a",[],"AI Is Only as Good as the Data Underpinning It",[],{"_30":3104,"_16":272,"_273":3105,"_281":3110,"_283":284},"664676dfe266",[3106],{"_30":3107,"_16":277,"_278":3108,"_146":3109},"8e9cdb9d5185",[],"The first mistake tech teams tend to make happens well before the first data pipeline plans are even scoped. Once an engineering team takes on a data pipeline project, it’s tempting to assume the data in question is all from the same domain and follows the same standards.",[],{"_30":3112,"_16":272,"_273":3113,"_281":3118,"_283":284},"89e60e84460f",[3114],{"_30":3115,"_16":277,"_278":3116,"_146":3117},"2a6fe1290f65",[],"Nanu explains that the data conversation has to start well before the project gets to the engineering team. “I'm talking to our sales team, our marketing team, and our billing team about their practices,” Nanu explains. Over time, he says, “It becomes more and more important for these teams to create good free-text data.”",[],{"_30":3120,"_16":272,"_273":3121,"_281":3126,"_283":284},"70bdb1ffd205",[3122],{"_30":3123,"_16":277,"_278":3124,"_146":3125},"0007b5449bef",[],"Generative AI has, of course, become dramatically more sophisticated in the past few years, but it still abides by a classic principle: Garbage in, garbage out. The information in the data coming from your sales, marketing, and billing teams might be very meaningful, but if it’s not formatted for the data pipeline you’re building, that meaning can be lost.",[],{"_30":3128,"_16":272,"_273":3129,"_281":3134,"_283":284},"44e067917eaf",[3130],{"_30":3131,"_16":277,"_278":3132,"_146":3133},"36bd2df5586f",[],"Before you build the data pipeline, you need to zoom out and assess the quality of your entire data corpus. “With companies wanting to leverage AI and develop LLMs (large language models) to scale, we can only get reliability if we have a good corpus of data to start with,” Nanu explains.",[],{"_30":3136,"_16":272,"_273":3137,"_281":3142,"_283":284},"a2169564c981",[3138],{"_30":3139,"_16":277,"_278":3140,"_146":3141},"ec7bd384cfc5",[],"Reliability for AI applications is critical. If reliability is low, otherwise-effective AI applications can face adoption issues. This is especially true for retrieval augmented generation (RAG) applications. If an enterprise wants to enable users to get precise answers to nuanced questions, users need to be able to trust those answers.",[],{"_30":3144,"_16":272,"_273":3145,"_281":3159,"_283":284},"6ce53fcd154a",[3146,3150,3155],{"_30":3147,"_16":277,"_278":3148,"_146":3149},"247915e2d9bb",[],"Nanu explains, “We can only make good RAG pipelines to get information to people if we have good documents to use as sources.” For the sake of AI, “good documents” go far beyond the quality of the information within them. Good documents also exhibit high ",{"_30":3151,"_16":277,"_278":3152,"_146":3154},"1d92277abae5",[3153],"218e0ba39f1f","data quality",{"_30":3156,"_16":277,"_278":3157,"_146":3158},"bf50fdef98b7",[],", being uniform and standardized, ensuring that terms are consistent and formatting is clean.",[3160],{"_30":3153,"_16":42,"_401":3161},"https://en.wikipedia.org/wiki/Data_quality",{"_30":3163,"_16":272,"_273":3164,"_281":3169,"_283":284},"48e767aa7e35",[3165],{"_30":3166,"_16":277,"_278":3167,"_146":3168},"5e0ccf9b4efc",[],"Nanu frequently has conversations with non-engineering teams, showing them how to adapt their processes to support AI applications that will, in turn, help them. “I’m telling them to standardize their processes, write down their heuristics and how they do things, and write down good documentation based on their processes and best practices,” he explains.",[],{"_30":3171,"_16":272,"_273":3172,"_281":3177,"_283":284},"b19196204370",[3173],{"_30":3174,"_16":277,"_278":3175,"_146":3176},"65326f9bf4d2",[],"Investing in this work before building your data pipeline saves significant effort down the road. Rushing into it risks discovering months later that teams have been formatting data differently or entering it into inconsistent fields. Retroactive standardization is always harder than proactive standardization.",[],{"_30":3179,"_16":272,"_273":3180,"_281":3185,"_283":678},"54bfc64f7be8",[3181],{"_30":3182,"_16":277,"_278":3183,"_146":3184},"05c67273039a",[],"The Type of Data You’re Working With Matters",[],{"_30":3187,"_16":272,"_273":3188,"_281":3193,"_283":284},"216e0f150c14",[3189],{"_30":3190,"_16":277,"_278":3191,"_146":3192},"946d97846b67",[],"All data is not created equal, and the type of data you’re working with can be a huge influence on how you build your data pipeline. A focus of Nanu’s, for example, is automating note-taking for healthcare providers – an otherwise time-consuming manual process.",[],{"_30":3195,"_16":272,"_273":3196,"_281":3201,"_283":284},"181c37d8ebd8",[3197],{"_30":3198,"_16":277,"_278":3199,"_146":3200},"df2585e68783",[],"Different companies approach the challenge in different ways, using either scribes, intake-based generation, or note re-formatting/re-writing. The outputs may end up basically the same, but the inputs vary wildly.",[],{"_30":3203,"_16":272,"_273":3204,"_281":3209,"_283":284},"d68d98c81717",[3205],{"_30":3206,"_16":277,"_278":3207,"_146":3208},"ae04bdfb9c36",[],"“My dataset needs to have whatever I want as my input,” Nanu explains, “And then your output needs to be in a format that I can actually use.” The challenge is in the refinement, not the collection or transformation of the data.",[],{"_30":3211,"_16":272,"_273":3212,"_281":3217,"_283":1222},"027795717254",[3213],{"_30":3214,"_16":277,"_278":3215,"_146":3216},"06ae6373058d",[],"With companies wanting to leverage AI and develop LLMs to scale, we can only get reliability if we have a good corpus of data to start with. \n-Roshan Nanu, Director of AI/Prompt Health",[],{"_30":3219,"_16":272,"_273":3220,"_281":3234,"_283":284},"2d68dbb974b2",[3221,3225,3230],{"_30":3222,"_16":277,"_278":3223,"_146":3224},"3a537dd6325b",[],"In a healthcare setting, ",{"_30":3226,"_16":277,"_278":3227,"_146":3229},"688d7a3ef318",[3228],"61df40b03d54","data meshes",{"_30":3231,"_16":277,"_278":3232,"_146":3233},"e76443b0af99",[]," can be a helpful addition. A data mesh is an approach to data architecture that decentralizes data ownership and management, allowing self-service among different teams.",[3235],{"_30":3228,"_16":42,"_401":3236},"https://en.wikipedia.org/wiki/Data_mesh",{"_30":3238,"_16":272,"_273":3239,"_281":3244,"_283":284},"6614d8f7ea9f",[3240],{"_30":3241,"_16":277,"_278":3242,"_146":3243},"e18f45277a77",[],"“We have a huge advantage in that we are an electronic medical record (EMR) company,” Nanu explains. “All of our customers’ data is stored in the same way, even if they don't create their data in the same way.” A data mesh helps ensure that the data from domain experts – physicians, in this case – can be stored correctly without overburdening those experts with data work.",[],{"_30":3246,"_16":272,"_273":3247,"_281":3252,"_283":284},"48974d7b1ec0",[3248],{"_30":3249,"_16":277,"_278":3250,"_146":3251},"64ce940c244a",[],"That said, a data mesh is neither easy to implement nor a panacea. “It's still a very hard problem to create a data mesh that works well, that our AI developers can use and pull from for their individual use cases,” Nanu warns.",[],{"_30":3254,"_16":272,"_273":3255,"_281":3260,"_283":678},"f225edc4d3e2",[3256],{"_30":3257,"_16":277,"_278":3258,"_146":3259},"06c7f6dee625",[],"Figure Out What Your Data Really Means",[],{"_30":3262,"_16":272,"_273":3263,"_281":3268,"_283":284},"695a007a63ec",[3264],{"_30":3265,"_16":277,"_278":3266,"_146":3267},"12b015aa54c3",[],"When you look for technical guides around data pipelines, many assume you’re starting from square one. In reality, most tech teams inherit datasets and data infrastructure built years ago. AI might not have even been on the horizon when your system was first built, but now it’s a priority, which means you need to deeply understand your data before doing anything else.",[],{"_30":3270,"_16":272,"_273":3271,"_281":3276,"_283":284},"c3b378041361",[3272],{"_30":3273,"_16":277,"_278":3274,"_146":3275},"cf8b7b39d528",[],"“With developing use cases across manufacturing, across healthcare, and more, the big gap is actually less about what data is available – it’s about whether AI engineers know what it means,” Nanu says.",[],{"_30":3278,"_16":272,"_273":3279,"_281":3284,"_283":284},"8a6f59509a70",[3280],{"_30":3281,"_16":277,"_278":3282,"_146":3283},"4bdaad922c92",[],"A developer and a physician have very different knowledge bases, and even physicians in the same hospital will likely have different ways of transcribing records. No amount of sheer AI experience will make mutual understanding simple; you have to cross the gap first.",[],{"_30":3286,"_16":272,"_273":3287,"_281":3292,"_283":284},"949d5c57fc7e",[3288],{"_30":3289,"_16":277,"_278":3290,"_146":3291},"7ea4a541e0e2",[],"Otherwise, Nanu says, “Your AI developer will ask, ‘How do I map these inputs to what I actually need to get?’ ‘What do all these terms mean?’ ‘What do these data columns mean?’” It can take a lot of time, he warns, but it’s worth it if it means turning that sometimes obscure domain expertise into a resource.",[],{"_30":3294,"_16":272,"_273":3295,"_281":3300,"_283":284},"28c1315dca05",[3296],{"_30":3297,"_16":277,"_278":3298,"_146":3299},"e5d55e9f3c73",[],"It can be helpful to break down the process of figuring out your data into multiple steps:",[],{"_30":3302,"_16":272,"_273":3303,"_703":704,"_705":1946,"_281":3308,"_283":284},"13bb9a8018f0",[3304],{"_30":3305,"_16":277,"_278":3306,"_146":3307},"ce4f1b6fcb6f",[],"Procure the data",[],{"_30":3310,"_16":272,"_273":3311,"_703":704,"_705":1946,"_281":3316,"_283":284},"7ce3c2e61bf3",[3312],{"_30":3313,"_16":277,"_278":3314,"_146":3315},"5e959f8cff56",[],"Cleanse the data as needed",[],{"_30":3318,"_16":272,"_273":3319,"_703":704,"_705":1946,"_281":3324,"_283":284},"a588c777c99d",[3320],{"_30":3321,"_16":277,"_278":3322,"_146":3323},"db657aa2b238",[],"Format the data so that engineers and data scientists can query it",[],{"_30":3326,"_16":272,"_273":3327,"_703":704,"_705":1946,"_281":3332,"_283":284},"e260fd2fd8eb",[3328],{"_30":3329,"_16":277,"_278":3330,"_146":3331},"38710cca8d15",[],"Define the data so engineers and data scientists can understand what they’re modeling and trying to accomplish",[],{"_30":3334,"_16":272,"_273":3335,"_281":3340,"_283":284},"d779d2164e2f",[3336],{"_30":3337,"_16":277,"_278":3338,"_146":3339},"406e0ab68c38",[],"The first step is impossible without the step of defining data. Defining datasets can feel like humble work, just understanding the data at hand, but it’s significant progress. “Just getting that domain expertise and having it available to your AI engineers is such a big step,” Nanu says.",[],{"_30":3342,"_16":272,"_273":3343,"_281":3348,"_283":284},"7bba55157d8d",[3344],{"_30":3345,"_16":277,"_278":3346,"_146":3347},"f9daadbec836",[],"Looking at it another way, this progress isn’t just a big step for your team but, cumulatively, a big step for the software industry as a whole.",[],{"_30":3350,"_16":272,"_273":3351,"_281":3356,"_283":284},"8e0cc067bf52",[3352],{"_30":3353,"_16":277,"_278":3354,"_146":3355},"ba2a4e699451",[],"“Right now, we're in a world where middlemen developed the software,” Nanu explains. “Your domain experts are using some piece of software, and you're brought in now to build on top of that, but you're stuck in whatever infrastructure your software engineers set up, without any thought to the fact that this data would be used later.”",[],{"_30":3358,"_16":272,"_273":3359,"_281":3364,"_283":678},"e9cbed027744",[3360],{"_30":3361,"_16":277,"_278":3362,"_146":3363},"f6c645af2606",[],"Ingest and Store Data to Support Present and Future Use Cases",[],{"_30":3366,"_16":272,"_273":3367,"_281":3372,"_283":284},"673031c5cd14",[3368],{"_30":3369,"_16":277,"_278":3370,"_146":3371},"77f1f90ca8f7",[],"Once you understand your data and have processes in place to standardize it, your goal is to build a data pipeline that is consistent, reliable, and scalable. Companies have a lot of documentation and data, almost by definition, and your data pipeline isn’t ready for production until it can ingest, process, and store all of it.",[],{"_30":3374,"_16":272,"_273":3375,"_281":3380,"_283":284},"78a405868858",[3376],{"_30":3377,"_16":277,"_278":3378,"_146":3379},"51c4c880c925",[],"“The next step is developing that consistent data pipeline, getting something in place to ingest your own company's documentation, your patient data, your sales data, your data from every other third-party software you're using,” Nanu explains.",[],{"_30":3382,"_16":272,"_273":3383,"_281":3388,"_283":284},"219c32527c56",[3384],{"_30":3385,"_16":277,"_278":3386,"_146":3387},"593e3c6687c0",[],"Ingestion, however, is only one component. Once you can reliably and consistently ingest data across all of the sources your company uses, you need to be able to store it.",[],{"_30":3390,"_16":272,"_273":3391,"_281":3396,"_283":284},"8ae9d850c79d",[3392],{"_30":3393,"_16":277,"_278":3394,"_146":3395},"43d91a3817e3",[],"“Get all of that into a data warehouse,” Nanu says. Storage policies need to be clear and strictly reinforced. “Data needs to be in a format that your AI engineers can query for the use case at hand.”",[],{"_30":3398,"_16":272,"_273":3399,"_281":3404,"_283":284},"eca2bc90e6e1",[3400],{"_30":3401,"_16":277,"_278":3402,"_146":3403},"b29e73d34020",[],"Nanu emphasizes an upfront infrastructure investment because AI is such a rapidly evolving field.",[],{"_30":3406,"_16":272,"_273":3407,"_281":3412,"_283":284},"3136098dbd90",[3408],{"_30":3409,"_16":277,"_278":3410,"_146":3411},"55c62b06612e",[],"“Right now, every time you turn around, someone has a new use case for AI they want to throw at you,” Nanu says. “Today it’s ‘Hey, automate documentation for providers.’ Tomorrow, it's ‘Hey, figure out if patients are going to show up or not.’ Or, internally, ‘Hey, get us better reporting to know what the sentiment of our customer support is.’”",[],{"_30":3414,"_16":272,"_273":3415,"_281":3420,"_283":284},"a1225a799ba0",[3416],{"_30":3417,"_16":277,"_278":3418,"_146":3419},"68da24c99d48",[],"The use cases for AI are already plentiful, but they’re still growing. An effective data pipeline, relying on effective data infrastructure, can pipe data in and make it usable for use cases that haven’t even been built out yet. “For all AI use cases, we need data sets that we can go to that are trustworthy,” Nanu says.",[],{"_30":3422,"_16":272,"_273":3423,"_281":3428,"_283":678},"21d6748651da",[3424],{"_30":3425,"_16":277,"_278":3426,"_146":3427},"e0547998b35a",[],"Support Your Data Pipeline with Automation",[],{"_30":3430,"_16":272,"_273":3431,"_281":3436,"_283":284},"967906572747",[3432],{"_30":3433,"_16":277,"_278":3434,"_146":3435},"86b97c65a8b3",[],"As mentioned, many data teams inherit their datasets and infrastructure, so an early investment in improving this starting point frequently pays off.",[],{"_30":3438,"_16":272,"_273":3439,"_281":3444,"_283":284},"dbad203d701c",[3440],{"_30":3441,"_16":277,"_278":3442,"_146":3443},"45a594c86a30",[],"As you build your data pipeline, consider what you can automate. Once you get full access to your data and standardize it, you can start building automated processes that work from those standardized formats and allow you to avoid a lot of manual work.",[],{"_30":3446,"_16":272,"_273":3447,"_281":3452,"_283":284},"0fbe87eb1634",[3448],{"_30":3449,"_16":277,"_278":3450,"_146":3451},"d412f03ae94e",[],"“If you have a lot of that standardization in place, the most important thing is to decide on a cadence, to set up your ETL pipeline, and to get it running such that you are updating that data frequently,” Nanu says. If your data isn’t frequently updated and fresh, even an otherwise effective data pipeline can be unreliable.",[],{"_30":3454,"_16":272,"_273":3455,"_281":3460,"_283":284},"a215260ea36b",[3456],{"_30":3457,"_16":277,"_278":3458,"_146":3459},"1a2438f745c5",[],"It makes sense, but many feel tempted to delay automation. “Honestly, putting that in the backlog takes so much time to recover from,” Nanu says. “If you have the opportunity, if you're getting it set up, automate that data pipeline first so it's always up to date.”",[],{"_30":3462,"_16":272,"_273":3463,"_281":3468,"_283":284},"118ea7972cd6",[3464],{"_30":3465,"_16":277,"_278":3466,"_146":3467},"4768ed001df1",[],"Choosing not to automate your data pipeline is, in many cases, choosing to take on tech debt. “Once you're up and running, your company expects you to put out new use cases or make things shift faster,” Nanu explains. Without a mature pipeline supported by automation, he says, “It becomes harder and harder to carve out time to go and optimize that back end or go and improve on processes.”",[],{"_30":3470,"_16":272,"_273":3471,"_281":3476,"_283":284},"0af10f01277d",[3472],{"_30":3473,"_16":277,"_278":3474,"_146":3475},"acbe317b824e",[],"Much of this comes back to foundational engineering best practices. Nanu has seen companies try to build pipelines with only data scientists, not engineers, “And it was the most inefficient thing I've ever experienced because no one on that team knew how to write good software,” he says.",[],{"_30":3478,"_16":272,"_273":3479,"_281":3484,"_283":1222},"76c8896e5945",[3480],{"_30":3481,"_16":277,"_278":3482,"_146":3483},"0af38b3d28d5",[],"If you have a lot of that standardization in place, the most important thing is to decide on a cadence, to set up your ETL pipeline, and to get it running such that you are updating that data frequently. If you have the opportunity…automate that data pipeline first so it's always up to date.",[],{"_30":3486,"_16":272,"_273":3487,"_281":3492,"_283":284},"b49b7d592269",[3488],{"_30":3489,"_16":277,"_278":3490,"_146":3491},"421de62538c4",[],"That said, there are limitations, and you can’t expect a perfect pipeline set up on day one. “Automation is not always feasible,” Nanu explains, in cases where the AI team is new or the company is first identifying its primary use cases. “You don't know your data markets yet until you go through a few processes. And it's hard also to get access to that data,” Nanu says.",[],{"_30":3494,"_16":272,"_273":3495,"_281":3500,"_283":284},"bd4dea9ec6f2",[3496],{"_30":3497,"_16":277,"_278":3498,"_146":3499},"9d2c83b8f0b4",[],"Some enterprises can take four to six months to spin up an AI team and get them access to production data to work with and train on. In such cases, developers shouldn’t just sit and wait. Instead, Nanu says, they can “use an assumption of what they think the data might look like once they get it for their initial models.”",[],{"_30":3502,"_16":272,"_273":3503,"_281":3508,"_283":284},"17bc82a0008e",[3504],{"_30":3505,"_16":277,"_278":3506,"_146":3507},"5b6d596cc251",[],"Companies will always have new use cases, and they will expect data pipelines to keep up and evolve. A stable foundation and robust automation are essential. “If you can, get it done early,” Nanu says. “If you can't, hire for it. Hire someone whose sole job is to come in behind that AI team and develop those backend systems to do that data and software engineering.”",[],{"_30":3510,"_16":272,"_273":3511,"_281":3516,"_283":678},"93c00cd63820",[3512],{"_30":3513,"_16":277,"_278":3514,"_146":3515},"14a76fe7614f",[],"Store and Manage Data Securely and Efficiently",[],{"_30":3518,"_16":272,"_273":3519,"_281":3524,"_283":284},"a3dcfcf1544b",[3520],{"_30":3521,"_16":277,"_278":3522,"_146":3523},"adf25666672d",[],"Data privacy is important in every industry, but it’s especially important in highly regulated industries, such as healthcare, finance, insurance, and manufacturing. If an AI application were to regurgitate private information about a patient, for example, there wouldn’t just be reputational damage – there could be penalties, fines, and lawsuits.",[],{"_30":3526,"_16":272,"_273":3527,"_281":3532,"_283":284},"bd7cab580e15",[3528],{"_30":3529,"_16":277,"_278":3530,"_146":3531},"88c8be5c3c46",[],"As Nanu says, working from his experience in healthcare, “All it takes is 20 instances of private healthcare information to leak for a lawsuit. 20 individuals.” As a result, a ‘mostly’ secure application just isn’t enough. Tech teams have to thoroughly de-identify the data that’s fed into their models to ensure privacy risks are as unlikely as possible. But that’s easier said than done.",[],{"_30":3534,"_16":272,"_273":3535,"_281":3540,"_283":284},"02870669e7b6",[3536],{"_30":3537,"_16":277,"_278":3538,"_146":3539},"94cddc21ab78",[],"“It actually takes quite a long time to set up a robust de-identification,” Nanu warns. “And then you have to go through the extra step of getting a third party to review a sample of your dataset and your de-identification process to certify that it is sufficiently de-identified to no longer be protected under HIPAA. And they go through that data painstakingly.”",[],{"_30":3542,"_16":272,"_273":3543,"_281":3548,"_283":284},"e78bd33dc89e",[3544],{"_30":3545,"_16":277,"_278":3546,"_146":3547},"8d72adecc137",[],"There are no shortcuts, Nanu says. Even if you purchase high-quality de-identification models from a vendor, you still have to build your own systems to do additional redactions and keep your data clean.",[],{"_30":3550,"_16":272,"_273":3551,"_281":3556,"_283":284},"cf5f8192c9a0",[3552],{"_30":3553,"_16":277,"_278":3554,"_146":3555},"55d35ca3e04a",[],"Of course, even properly de-identified data is only as useful as it is accessible. Once you have the data de-identified, you need to store it effectively and enable developers to query it efficiently.",[],{"_30":3558,"_16":272,"_273":3559,"_281":3564,"_283":284},"02712a9507b8",[3560],{"_30":3561,"_16":277,"_278":3562,"_146":3563},"57a3b9480308",[],"This component of the pipeline is integral, and Nanu recommends assigning a whole person or team to data management. “From a logistical standpoint, it's definitely worth having a person or team managing your data,” Nanu says. “That’s probably the most important thing that you have.”",[],{"_30":3566,"_16":272,"_273":3567,"_281":3572,"_283":284},"1a0f8d4206ff",[3568],{"_30":3569,"_16":277,"_278":3570,"_146":3571},"f3a2a554ef67",[],"Working with someone who can focus on data management is crucial because it’s not work that you can take lightly. “When getting things set up, I would be very cautious about what resources you're using to do so,” Nanu says. “A lot of people are going to dump stuff into S3 and say, ‘Hey, it's good enough,’ but it's really hard to index and search that data.”",[],{"_30":3574,"_16":272,"_273":3575,"_281":3580,"_283":284},"af8e6f4f6712",[3576],{"_30":3577,"_16":277,"_278":3578,"_146":3579},"52a4f18d6338",[],"The other obvious option isn’t good either. “On the flip side,” Nanu says, “sticking it on RDS gets very costly, very fast for big data sets, and it's not overly efficient.”",[],{"_30":3582,"_16":272,"_273":3583,"_281":3588,"_283":284},"3ade23424ab4",[3584],{"_30":3585,"_16":277,"_278":3586,"_146":3587},"7f6d93da9e7c",[],"There’s a tough balance to strike: You want to index your data properly, but you also want to store it cost-efficiently. “At this point, data is money, data is power, and data is what you need,” Nanu explains. “You need to be able to store all your data efficiently, but also query it efficiently.”",[],{"_30":3590,"_16":272,"_273":3591,"_281":3596,"_283":678},"89438bf6daa4",[3592],{"_30":3593,"_16":277,"_278":3594,"_146":3595},"a16ba3cd84d5",[],"How to Think About AI Agents",[],{"_30":3598,"_16":272,"_273":3599,"_281":3604,"_283":284},"ed2e9e76a012",[3600],{"_30":3601,"_16":277,"_278":3602,"_146":3603},"7f8193393efa",[],"The generative AI paradigm shift has blossomed into innumerable sub-trends, and right now, AI agents are capturing a lot of attention. Agents are relatively new, and they’ll require high-quality data to underpin them if they have any hope of working.",[],{"_30":3606,"_16":272,"_273":3607,"_281":3612,"_283":284},"3b0288eb99ab",[3608],{"_30":3609,"_16":277,"_278":3610,"_146":3611},"ac7f70b1fa43",[],"“If you have one agent that is reliable, then you’ll have to put a lot of time and effort into building that agent and training it and fine-tuning it,” Nanu explains. Until you have a robust data pipeline, agents might not warrant your focus yet.",[],{"_30":3614,"_16":272,"_273":3615,"_281":3620,"_283":284},"66963a84477c",[3616],{"_30":3617,"_16":277,"_278":3618,"_146":3619},"c0e3d29091b7",[],"That said, if agents are what excite company leaders and agents are what’s drawing a budget, then don’t shy away. Nanu recommends caution: “If you're stuck building agents, it really requires thinking through every step of your chain of thought pipeline. Don't leave a lot to chance.”",[],{"_30":3622,"_16":272,"_273":3623,"_281":3628,"_283":284},"6913b1d08ff5",[3624],{"_30":3625,"_16":277,"_278":3626,"_146":3627},"9bf4fb6ba9dd",[],"The more you leave to chance, the less reliable the agents will be, leading to a degraded experience. “You get an explanation one day that you don't the next day. There's a small update, you switched to a different GPU, and now you're getting slightly different results,” Nanu explains. That’s not an experience you can put in front of a customer.",[],{"_30":3630,"_16":272,"_273":3631,"_281":3636,"_283":284},"387a8e623512",[3632],{"_30":3633,"_16":277,"_278":3634,"_146":3635},"daa1311404e4",[],"The good news is that even the newest trends still point back to building a solid foundation first: Your data pipeline. But if you’re building for agents, you must pay particular attention to data diversity.",[],{"_30":3638,"_16":272,"_273":3639,"_281":3644,"_283":284},"cdd276bcaf66",[3640],{"_30":3641,"_16":277,"_278":3642,"_146":3643},"9fa1231750ea",[],"“There's just so much of a gap in reliability that you really do need a very large and diverse dataset in order to support good agents,” Nanu explains. “That means you need several thousand examples of realistic input and very high-quality output.”",[],{"_30":3646,"_16":272,"_273":3647,"_281":3652,"_283":678},"3cdcaf42bcb8",[3648],{"_30":3649,"_16":277,"_278":3650,"_146":3651},"7dd6a978f60e",[],"Develop Failover and Fallback Plans",[],{"_30":3654,"_16":272,"_273":3655,"_281":3660,"_283":284},"8d6f07a8fe6c",[3656],{"_30":3657,"_16":277,"_278":3658,"_146":3659},"26ddb0a35c98",[],"Many teams are rightfully wary of becoming too dependent on any given vendor, including foundation model providers. However, for early-stage startups and teams new to AI, buying into a foundation model, even at a relatively cheap plan, is a good start.",[],{"_30":3662,"_16":272,"_273":3663,"_281":3668,"_283":284},"54b52a436309",[3664],{"_30":3665,"_16":277,"_278":3666,"_146":3667},"cf66585d8950",[],"“A lot of companies want to retain ownership of models,” Nanu explains, “But those large proprietary companies, those source models, provide something very valuable at first, and that is speed and quality.” The idea of standing up your own models can be appealing, but it’s unlikely you’ll match the providers’ speed and quality, and you certainly won’t get close to that level quickly.",[],{"_30":3670,"_16":272,"_273":3671,"_281":3676,"_283":284},"a663004bd14f",[3672],{"_30":3673,"_16":277,"_278":3674,"_146":3675},"42819625f0dd",[],"Generative AI is a scaling game, and until you have the data, it’s safer to risk some vendor lock-in. “Your fine-tuned, self-hosted, open-source 7 billion parameter model is going to perform absolutely terribly until you have that 5,000-or-more data point set,” Nanu says. “Until you get to that point, you're better off throwing your prompts at a foundational model.”",[],{"_30":3678,"_16":272,"_273":3679,"_281":3684,"_283":284},"8e746ffc60b7",[3680],{"_30":3681,"_16":277,"_278":3682,"_146":3683},"a9d5d3dc3c1e",[],"At this stage, the goal isn’t to launch the ideal AI strategy on day one; the goal is to get started.",[],{"_30":3686,"_16":272,"_273":3687,"_281":3692,"_283":284},"4db98ba9fb4e",[3688],{"_30":3689,"_16":277,"_278":3690,"_146":3691},"11208b0d53fc",[],"That doesn’t mean, however, that you have to throw caution to the wind. Nanu acknowledges the risks and warns, “More and more, we're seeing vendor outages. And at any point, these closed-source vendors can raise their prices from 10 cents per million tokens to ten dollars per million tokens – they can do that overnight.”",[],{"_30":3694,"_16":272,"_273":3695,"_281":3700,"_283":1222},"f843e794f11c",[3696],{"_30":3697,"_16":277,"_278":3698,"_146":3699},"e126806e9103",[],"A lot of companies want to retain ownership of models, but those large proprietary companies provide something very valuable: Speed and quality. Your fine-tuned, self-hosted, open-source 7 billion parameter model is going to perform absolutely terribly until you have that 5,000-or-more data point set.",[],{"_30":3702,"_16":272,"_273":3703,"_281":3708,"_283":284},"b6e67a098b0b",[3704],{"_30":3705,"_16":277,"_278":3706,"_146":3707},"0e0e361f5f0a",[],"As a result, you should balance the power you’re giving these vendors with the ability to fallback in the event of outages or other issues. Nanu, for example, uses models from these providers but has backups to keep them going if anything happens.",[],{"_30":3710,"_16":272,"_273":3711,"_281":3716,"_283":284},"8f73800332e2",[3712],{"_30":3713,"_16":277,"_278":3714,"_146":3715},"4d29c8fd0f69",[],"“We build out our datasets to train our own custom adapters that we own, that we host, and that we can fall back on if those closed-source models ever go down,” Nanu says.",[],{"_30":3718,"_16":272,"_273":3719,"_281":3724,"_283":284},"9813f5e82678",[3720],{"_30":3721,"_16":277,"_278":3722,"_146":3723},"6916056c9144",[],"That safety measure even backs out to how they use the models when they’re up and running. “That's why, even though GPT-4o has that 127,000 token context window, we actually keep most of our prompt engineering and our work under an 8,000 token context window just so that we can easily fall back to our open-source models on our self-hosted infra,” Nanu explains.",[],{"_30":3726,"_16":272,"_273":3727,"_281":3732,"_283":678},"c97e0cb4105f",[3728],{"_30":3729,"_16":277,"_278":3730,"_146":3731},"09353409244b",[],"There’s No Free Lunch",[],{"_30":3734,"_16":272,"_273":3735,"_281":3740,"_283":284},"c80e04ab0ab7",[3736],{"_30":3737,"_16":277,"_278":3738,"_146":3739},"21059fe76972",[],"It’s easy to feel behind the AI wave, but everything is still new, and best practices remain unsettled. “There's no free lunch,” Nanu says, “And at this point, all the systems for AI are all constantly in development, and are brand new. The whole industry is still figuring out best practices.”",[],{"_30":3742,"_16":272,"_273":3743,"_281":3756,"_283":284},"ca473d5334ea",[3744,3748,3753],{"_30":3745,"_16":277,"_278":3746,"_146":3747},"576f98406215",[],"Instead of waiting for a playbook that can get you from A to Z, focus on building the ",{"_30":3749,"_16":277,"_278":3750,"_146":3752},"aab257a88b44",[3751],"75edf57c4438","foundational processes of your data pipeline",{"_30":3754,"_16":277,"_278":3755,"_146":1528},"551ad8adb1f1",[],[3757],{"_30":3751,"_16":42,"_401":742},{"_30":3759,"_16":272,"_273":3760,"_703":704,"_705":1946,"_281":3765,"_283":284},"cd8746c64615",[3761],{"_30":3762,"_16":277,"_278":3763,"_146":3764},"1ba26d522101",[],"Build a plan with goals",[],{"_30":3767,"_16":272,"_273":3768,"_703":704,"_705":1946,"_281":3773,"_283":284},"58f25406a904",[3769],{"_30":3770,"_16":277,"_278":3771,"_146":3772},"e7f58f4e96fe",[],"Scope out data sources",[],{"_30":3775,"_16":272,"_273":3776,"_703":704,"_705":1946,"_281":3781,"_283":284},"6336184a4540",[3777],{"_30":3778,"_16":277,"_278":3779,"_146":3780},"da73856a60de",[],"Map out data processing processes",[],{"_30":3783,"_16":272,"_273":3784,"_703":704,"_705":1946,"_281":3789,"_283":284},"cfac33152cf4",[3785],{"_30":3786,"_16":277,"_278":3787,"_146":3788},"45f5d05302c2",[],"Determine storage",[],{"_30":3791,"_16":272,"_273":3792,"_703":704,"_705":1946,"_281":3797,"_283":284},"486ce142409f",[3793],{"_30":3794,"_16":277,"_278":3795,"_146":3796},"fec8d238accf",[],"Determine data flows",[],{"_30":3799,"_16":272,"_273":3800,"_703":704,"_705":1946,"_281":3805,"_283":284},"41147c23f6fc",[3801],{"_30":3802,"_16":277,"_278":3803,"_146":3804},"da8e3b39d84f",[],"Build / connect / test",[],{"_30":3807,"_16":272,"_273":3808,"_703":704,"_705":1946,"_281":3813,"_283":284},"756c89b60b16",[3809],{"_30":3810,"_16":277,"_278":3811,"_146":3812},"63c9def825a3",[],"Monitor and observe",[],{"_30":3815,"_16":272,"_273":3816,"_281":3821,"_283":284},"0179f757bcc0",[3817],{"_30":3818,"_16":277,"_278":3819,"_146":3820},"ca4a562b7ecf",[],"Throughout, treat your data pipeline like operational architecture, similar to the approach DevOps teams take to other foundational pieces of software infrastructure. While there’s a lot of excitement around AI, standing up an AI program isn’t something to build on the cheap. A data pipeline is infrastructure, and you need to build it knowing that it’s something to maintain and evolve over time.",[],23,"https://cdn.sanity.io/images/50q6fr1p/production/99e81a72ab9b123b0d666e893d7f6875f7a922d6-1200x630.png","76ce85a7-2457-4e6a-83d1-c19119a38a1c","2025-07-15T16:47:00.000Z","data-pipelines-in-regulated-spaces","Best Practices for Developing Data Pipelines in Regulated Spaces","modules","moreFromLibrary",[3831,3833,3835],{"_30":3832,"_113":320,"_16":115},"r7usZkUKDaeP",{"_30":3834,"_113":341,"_16":115},"VLTmSbPyfY4v",{"_30":3836,"_113":358,"_16":115},"6cYZFv3g2Q9Y","outlines",[3839],{"_30":3840,"_16":272,"_273":3841,"_281":3846,"_283":284},"148ba64e7309",[3842],{"_30":3843,"_16":277,"_278":3844,"_146":3845},"148ba64e73090",[],"

Background
Slack: Scaling Support Operations\r\n
- Support Triage
- Choosing a Support Tool
- Throttle During Growth Periods
- Lessons from 2nd Growth Period
- Know Your Patterns
- Slack Support Toolset
\r\n
General Support Advice\r\n
- Support vs Product
- Support as a Shield
- Support as Problem Solvers
\r\n
Q&A

",[],"posterFrame",{"_16":122,"_111":3849},{"_113":3850,"_16":115},"image-7008b2ff8d20599ae095b1b3dc79a9bfaf051e0d-1850x712-jpg","2014-10-21T15:05:07","slideDeck",{"_16":285,"_111":3854,"_3856":3857,"_25":3858},{"_113":3855,"_16":115},"file-245a2a38b599cb7055d057e667b825a5209f074e-pdf","fileLink","https://cdn.sanity.io/files/50q6fr1p/production/245a2a38b599cb7055d057e667b825a5209f074e.pdf","Ali Rayl: Scaling Support Operations",{"_16":325,"_3860":3861},"current","scaling-support-operations","speakers","speakersWithOrg",[3865],{"_30":3866,"_16":3867,"_3868":-5,"_3869":3870},"JJhqIpeHBQ","speaker","organization","person",{"_11":3871,"_13":3872,"_14":3873,"_127":3874,"_16":3869,"_17":3877,"_3878":3879,"_3888":170,"_288":3889,"_3868":3890,"_3910":3911,"_3914":3915,"_3906":3916,"_325":3918,"_3920":3921,"_3930":170},"2022-08-05T16:36:16Z","2ce442f7-0267-475f-a736-ba3b1a7e4c46","0B0sCzJ8ywifPyVwtbGQIR",{"_129":3875},{"_131":3872,"_132":3876},"OASgGGOiKf1nVTRuaNf39Y","2025-08-19T13:26:33Z","bio",[3880],{"_30":3881,"_16":272,"_273":3882,"_281":3887,"_283":284},"8119b0fe56b2",[3883],{"_30":3884,"_16":277,"_278":3885,"_146":3886},"06cc3947de7b0",[],"Ali Rayl is the VP of Product at Slack. Ali joined Slack during its inception, launched the product to general availability earning it the record for fastest growing business app in history, and scaled the org’s largest team (Customer Experience) in the middle of a pandemic through direct public listing and now Salesforce acquisition.",[],"generate","Ali Rayl",{"_11":3891,"_13":3892,"_14":3893,"_16":3868,"_17":3891,"_3894":3895,"_3888":170,"_288":3904,"_3905":170,"_3906":3907},"2022-08-05T16:34:08Z","451ac55a-6293-4bba-9bee-123135718c7b","T2hc0DmC9WuoGWjQu4rSeh","about",[3896],{"_30":3897,"_16":272,"_273":3898,"_281":3903,"_283":284},"9720c677eb1c",[3899],{"_30":3900,"_16":277,"_278":3901,"_146":3902},"da99b4e535be0",[],"Slack is a new way for your entire company to communicate. It replaces email with something faster, better organized and more secure. Instead of one-off email chains, all your communication is organized into channels that are easy to create, join and search. When there’s a channel for everything going on at your company, everyone knows exactly where to go to get work done.",[],"Slack","portfolioCompany","seo",{"_16":3906,"_21":3902,"_3908":170,"_3909":170,"_25":3904},"nofollow","noindex","photo",{"_16":110,"_805":3889,"_111":3912,"_811":3889},{"_113":3913,"_16":115},"image-ecc5336e23d533d8c4cad8bf5b31709baf79fbeb-4800x3204-jpg","position","VP of Product",{"_16":3906,"_21":3917,"_3908":170,"_3909":170,"_25":3889},"Ali Rayl is the VP of Product at Slack. Ali joined Slack during its inception, launched the product to general availability earning it the record for fastest growing business app in history, and scaled the org’s largest team (Customer Experience) in the middle of a pandemic through direct public listing and now Salesforce acquisition. ",{"_16":325,"_3860":3919},"ali-rayl","socials",[3922,3926],{"_30":3923,"_16":104,"_42":3924,"_288":3925},"97b311827653","https://twitter.com/alirayl?lang=en","twitter",{"_30":3927,"_16":104,"_42":3928,"_288":3929},"39d0350c7dfd","https://www.linkedin.com/in/alirayl","linkedin","teamMember","startDate","tags",[3934],{"_11":3935,"_13":3936,"_14":3937,"_16":3938,"_17":3939,"_21":3940,"_288":3941,"_325":3942},"2021-09-21T20:59:30Z","tag-56","TfMkf5gVJ7UWv1vMi5R04L","tag","2022-08-10T17:31:58Z","Advice on general management so you can make big decisions, build your team, and make products developers and enterprises love.","General Management",{"_16":325,"_3860":3943},"general-management","Scaling Support Operations","transcript",[3947,3955,4076,4197,4218,4329,4397,4448,4519,4540,4601,4696,4774,4842,4943,5045,5123,5201,5272,5403,5528,5619,5720,5799,5840,5901,5962,6023,6065,6126,6197,6295,6383,6498,6559,6644,6655,6756,6811,6879,6957,7012,7073,7151,7212,7333,7391,7482,7520,7621,7648,7699,7750,7811,7882,7993,8064,8125,8193,8268,8356,8425,8514,8559,8577,8628,8659,8727,8805,8846,8924,8965,9043,9101,9179,9260,9331,9372,9433,9504,9575,9636,9727,9795,9876,9904,9922,9990,10058,10123,10174,10265,10346,10454,10519,10610,10658,10729,10840,10911,11029,11120,11181,11212,11314,11396,11477,11535,11646,11677,11778,11829,11860,11881,11972,12043,12120,12205,12236,12287,12355,12403,12470,12521,12602,12610,12661,12672,12810,12881,13002,13063,13104,13155,13236,13328,13389,13467,13488,13549,13600,13698,13759,13817,13868,13957,14028,14089,14190,14268,14346,14407,14465,14516,14607,14708,14809,14910,15058],{"_30":3948,"_16":272,"_273":3949,"_281":3954,"_283":284},"03c8dd0b82f7",[3950],{"_30":3951,"_16":277,"_278":3952,"_146":3953},"03c8dd0b82f70",[],"Introduction",[],{"_30":3956,"_16":272,"_273":3957,"_281":4049,"_283":284},"1837bd5c9744",[3958,3963,3968,3971,3975,3980,3983,3988,3991,3996,3999,4004,4007,4012,4015,4020,4023,4028,4031,4036,4041,4044],{"_30":3959,"_16":277,"_278":3960,"_146":3962},"1837bd5c97440",[3961],"0b9a519cd4b0045a9a1276860aa958f6","Hi. So, I'm ",{"_30":3964,"_16":277,"_278":3965,"_146":3967},"1837bd5c97441",[3961,3966],"6ea5bb79d4d7","Ali",{"_30":3969,"_16":277,"_278":3970,"_146":913},"1837bd5c97442",[3961],{"_30":3972,"_16":277,"_278":3973,"_146":3974},"1837bd5c97443",[]," ",{"_30":3976,"_16":277,"_278":3977,"_146":3979},"1837bd5c97444",[3978],"a2b57226dc78463f96a37d457f88041b","As I said, I work on the Internet.",{"_30":3981,"_16":277,"_278":3982,"_146":3974},"1837bd5c97445",[],{"_30":3984,"_16":277,"_278":3985,"_146":3987},"1837bd5c97446",[3986],"52899219454ca1c9a41dc02309e658b6","I've been working on the Internet for a while.",{"_30":3989,"_16":277,"_278":3990,"_146":3974},"1837bd5c97447",[],{"_30":3992,"_16":277,"_278":3993,"_146":3995},"1837bd5c97448",[3994],"267611073f218414ee5a169f0647eb25","This is apparently my seventh start-up.",{"_30":3997,"_16":277,"_278":3998,"_146":3974},"1837bd5c97449",[],{"_30":4000,"_16":277,"_278":4001,"_146":4003},"1837bd5c974410",[4002],"9c3291d487acab6121143df481ad1c0e","The first one did super-awesome.",{"_30":4005,"_16":277,"_278":4006,"_146":3974},"1837bd5c974411",[],{"_30":4008,"_16":277,"_278":4009,"_146":4011},"1837bd5c974412",[4010],"a34b650037116d06d699a91ef8c3c279","We sold and got $147 million in cash,",{"_30":4013,"_16":277,"_278":4014,"_146":3974},"1837bd5c974413",[],{"_30":4016,"_16":277,"_278":4017,"_146":4019},"1837bd5c974414",[4018],"63f151dbd11e9e39efdf405e2f9fe1eb","so that's really exciting.",{"_30":4021,"_16":277,"_278":4022,"_146":3974},"1837bd5c974415",[],{"_30":4024,"_16":277,"_278":4025,"_146":4027},"1837bd5c974416",[4026],"d430aac37b56d4618b4f5dddee141d28","The rest of them, not so much.",{"_30":4029,"_16":277,"_278":4030,"_146":3974},"1837bd5c974417",[],{"_30":4032,"_16":277,"_278":4033,"_146":4035},"1837bd5c974418",[4034],"462a8b782b2170e690506bfcc56afdda","I'll get to that in a minute and ",{"_30":4037,"_16":277,"_278":4038,"_146":4040},"1837bd5c974419",[4039],"04c4588a5b9a829aa28708f090f2be4c","now I'm at my seventh one,",{"_30":4042,"_16":277,"_278":4043,"_146":3974},"1837bd5c974420",[],{"_30":4045,"_16":277,"_278":4046,"_146":4048},"1837bd5c974421",[4047],"e34eb01f93e273d5b405ad7fa073e00f","it's pretty awesome.",[4050,4052,4056,4058,4060,4062,4064,4066,4068,4070,4072,4074],{"_30":3966,"_16":42,"_401":4051},"https://twitter.com/alirayl",{"_30":3961,"_16":4053,"_4054":4055},"timestamp","time","00:00:10.638",{"_30":3978,"_16":4053,"_4054":4057},"00:00:13.559",{"_30":3986,"_16":4053,"_4054":4059},"00:00:15.856",{"_30":3994,"_16":4053,"_4054":4061},"00:00:18.433",{"_30":4002,"_16":4053,"_4054":4063},"00:00:21.336",{"_30":4010,"_16":4053,"_4054":4065},"00:00:24.271",{"_30":4018,"_16":4053,"_4054":4067},"00:00:26.877",{"_30":4026,"_16":4053,"_4054":4069},"00:00:28.869",{"_30":4034,"_16":4053,"_4054":4071},"00:00:30.680",{"_30":4039,"_16":4053,"_4054":4073},"00:00:32.100",{"_30":4047,"_16":4053,"_4054":4075},"00:00:33.472",{"_30":4077,"_16":272,"_273":4078,"_281":4172,"_283":284},"0c2ebbdb1e06",[4079,4084,4087,4092,4095,4100,4103,4108,4111,4116,4119,4124,4127,4132,4135,4140,4143,4148,4151,4156,4159,4164,4167],{"_30":4080,"_16":277,"_278":4081,"_146":4083},"0c2ebbdb1e060",[4082],"b6d9ed7eabbacc363f7aa9284163c193","I'm sure that you guys have a similar set of stories,",{"_30":4085,"_16":277,"_278":4086,"_146":3974},"0c2ebbdb1e061",[],{"_30":4088,"_16":277,"_278":4089,"_146":4091},"0c2ebbdb1e062",[4090],"02ed5b1fc2c24d673ae56cfed271cd5c","we've all been kind of doing this for a while",{"_30":4093,"_16":277,"_278":4094,"_146":3974},"0c2ebbdb1e063",[],{"_30":4096,"_16":277,"_278":4097,"_146":4099},"0c2ebbdb1e064",[4098],"4513111085de919f775a9caec93d37e3","in various spaces.",{"_30":4101,"_16":277,"_278":4102,"_146":3974},"0c2ebbdb1e065",[],{"_30":4104,"_16":277,"_278":4105,"_146":4107},"0c2ebbdb1e066",[4106],"d0e5f4a5b4ea79931957da6bf806e0b6","What I'm going to talk about tonight",{"_30":4109,"_16":277,"_278":4110,"_146":3974},"0c2ebbdb1e067",[],{"_30":4112,"_16":277,"_278":4113,"_146":4115},"0c2ebbdb1e068",[4114],"4521a528d2f54f189886b609aff00c3b","is something that keeps coming up",{"_30":4117,"_16":277,"_278":4118,"_146":3974},"0c2ebbdb1e069",[],{"_30":4120,"_16":277,"_278":4121,"_146":4123},"0c2ebbdb1e0610",[4122],"0cf1dbeaa5bf6ad68efab54ed5e9a38f","as a recurring theme in all of the companies",{"_30":4125,"_16":277,"_278":4126,"_146":3974},"0c2ebbdb1e0611",[],{"_30":4128,"_16":277,"_278":4129,"_146":4131},"0c2ebbdb1e0612",[4130],"9d06836e6ade36cac7bd2726dd2445d9","that have been out today,",{"_30":4133,"_16":277,"_278":4134,"_146":3974},"0c2ebbdb1e0613",[],{"_30":4136,"_16":277,"_278":4137,"_146":4139},"0c2ebbdb1e0614",[4138],"f6cc563f23a3071f34a12a613cf88912","which is supporting our customers,",{"_30":4141,"_16":277,"_278":4142,"_146":3974},"0c2ebbdb1e0615",[],{"_30":4144,"_16":277,"_278":4145,"_146":4147},"0c2ebbdb1e0616",[4146],"6ee61b5c8fb9b57b9330de46b910ab30","and how we do it,",{"_30":4149,"_16":277,"_278":4150,"_146":3974},"0c2ebbdb1e0617",[],{"_30":4152,"_16":277,"_278":4153,"_146":4155},"0c2ebbdb1e0618",[4154],"e74735776b2b1955cabb5b25341b4004","how we turn it in to something that helps",{"_30":4157,"_16":277,"_278":4158,"_146":3974},"0c2ebbdb1e0619",[],{"_30":4160,"_16":277,"_278":4161,"_146":4163},"0c2ebbdb1e0620",[4162],"0e702f39fa310e5577c98f7b07a7b7f7","to sustain our business,",{"_30":4165,"_16":277,"_278":4166,"_146":3974},"0c2ebbdb1e0621",[],{"_30":4168,"_16":277,"_278":4169,"_146":4171},"0c2ebbdb1e0622",[4170],"ca0fc543793d1a721b49b11d6c270e63","and how it feeds back in to our 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'97.",[4676,4678,4680,4682,4684,4686,4688,4690,4692,4694],{"_30":4607,"_16":4053,"_4054":4677},"00:02:51.640",{"_30":4615,"_16":4053,"_4054":4679},"00:02:54.837",{"_30":4623,"_16":4053,"_4054":4681},"00:02:55.913",{"_30":4631,"_16":4053,"_4054":4683},"00:02:59.766",{"_30":4639,"_16":4053,"_4054":4685},"00:03:02.470",{"_30":4647,"_16":4053,"_4054":4687},"00:03:04.166",{"_30":4655,"_16":4053,"_4054":4689},"00:03:06.102",{"_30":4664,"_16":42,"_401":4691},"http://www.nagios.org/",{"_30":4663,"_16":4053,"_4054":4693},"00:03:08.564",{"_30":4673,"_16":4053,"_4054":4695},"00:03:10.267",{"_30":4697,"_16":272,"_273":4698,"_281":4757,"_283":284},"cd4aa89a7ecc",[4699,4704,4707,4712,4715,4720,4723,4728,4731,4736,4741,4744,4749,4752],{"_30":4700,"_16":277,"_278":4701,"_146":4703},"cd4aa89a7ecc0",[4702],"6fb825c413523d08e1e9517e797cc686","This was concurrent with the time that 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support.",{"_30":4742,"_16":277,"_278":4743,"_146":3974},"cd4aa89a7ecc10",[],{"_30":4745,"_16":277,"_278":4746,"_146":4748},"cd4aa89a7ecc11",[4747],"8fa6be5d327f8be60f0a127a383801f1","We all were responsible for all the email that came in",{"_30":4750,"_16":277,"_278":4751,"_146":3974},"cd4aa89a7ecc12",[],{"_30":4753,"_16":277,"_278":4754,"_146":4756},"cd4aa89a7ecc13",[4755],"48396c28c9fa604a0b5f497011a195e3","and we all had a phone on our 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Friday.",{"_30":4791,"_16":277,"_278":4792,"_146":3974},"3e746cbe20293",[],{"_30":4794,"_16":277,"_278":4795,"_146":4797},"3e746cbe20294",[4796],"051796e4f2c73513238c8c4cdbf37703","and it was Mountain Time so no one knew what that was,",{"_30":4799,"_16":277,"_278":4800,"_146":3974},"3e746cbe20295",[],{"_30":4802,"_16":277,"_278":4803,"_146":4805},"3e746cbe20296",[4804],"f421725208462971693d9e7bef444c3a","and they would call during off-hours and we're like,",{"_30":4807,"_16":277,"_278":4808,"_146":3974},"3e746cbe20297",[],{"_30":4810,"_16":277,"_278":4811,"_146":4813},"3e746cbe20298",[4812],"bde3911913acb2bc7df987fa0deb4fec","\"Oh, we're on this special time zone.",{"_30":4815,"_16":277,"_278":4816,"_146":3974},"3e746cbe20299",[],{"_30":4818,"_16":277,"_278":4819,"_146":4821},"3e746cbe202910",[4820],"c5e96acaae18df20af6e7e6a6e578720","You don't know what it is? ",{"_30":4823,"_16":277,"_278":4824,"_146":4826},"3e746cbe202911",[4825],"187c9beb23b8203be8ad56298ce9affa","You missed us by an hour.\"",[4828,4830,4832,4834,4836,4838,4840],{"_30":4780,"_16":4053,"_4054":4829},"00:03:38.773",{"_30":4788,"_16":4053,"_4054":4831},"00:03:41.761",{"_30":4796,"_16":4053,"_4054":4833},"00:03:44.866",{"_30":4804,"_16":4053,"_4054":4835},"00:03:47.239",{"_30":4812,"_16":4053,"_4054":4837},"00:03:48.767",{"_30":4820,"_16":4053,"_4054":4839},"00:03:50.202",{"_30":4825,"_16":4053,"_4054":4841},"00:03:51.310",{"_30":4843,"_16":272,"_273":4844,"_281":4922,"_283":284},"8ba6b427064f",[4845,4850,4853,4858,4861,4866,4869,4874,4877,4882,4885,4890,4893,4898,4901,4906,4909,4914,4917],{"_30":4846,"_16":277,"_278":4847,"_146":4849},"8ba6b427064f0",[4848],"05deb284e2f42f0a678f9410679b1f9f","But we all had phones on our desks and",{"_30":4851,"_16":277,"_278":4852,"_146":3974},"8ba6b427064f1",[],{"_30":4854,"_16":277,"_278":4855,"_146":4857},"8ba6b427064f2",[4856],"39187df978e27cf4eae448b0ab1740ba","we all answered it, and we all did support.",{"_30":4859,"_16":277,"_278":4860,"_146":3974},"8ba6b427064f3",[],{"_30":4862,"_16":277,"_278":4863,"_146":4865},"8ba6b427064f4",[4864],"e1e8777893d8406c2eebcda0180c4fe6","So this is how I got my introduction to support,",{"_30":4867,"_16":277,"_278":4868,"_146":3974},"8ba6b427064f5",[],{"_30":4870,"_16":277,"_278":4871,"_146":4873},"8ba6b427064f6",[4872],"1535f7d845d2b4586e317f8a21262793","I was fresh out of college, writing code.",{"_30":4875,"_16":277,"_278":4876,"_146":3974},"8ba6b427064f7",[],{"_30":4878,"_16":277,"_278":4879,"_146":4881},"8ba6b427064f8",[4880],"6b3e83cd3db1f12882ba4146985925d1","So there's 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developers",{"_30":5140,"_16":277,"_278":5141,"_146":3974},"db81e364dcb13",[],{"_30":5143,"_16":277,"_278":5144,"_146":5146},"db81e364dcb14",[5145],"64712e129ed4d9083fd2d790c91f73f8","to look at a customer, you know,",{"_30":5148,"_16":277,"_278":5149,"_146":3974},"db81e364dcb15",[],{"_30":5151,"_16":277,"_278":5152,"_146":5154},"db81e364dcb16",[5153],"efb88bda3a9d8612c6c5bbb922ac8bcc","somebody calls and you're like,",{"_30":5156,"_16":277,"_278":5157,"_146":3974},"db81e364dcb17",[],{"_30":5159,"_16":277,"_278":5160,"_146":5162},"db81e364dcb18",[5161],"338cfd505d60b9e8b57e68715911099d","\"Okay, well this person is about to close",{"_30":5164,"_16":277,"_278":5165,"_146":3974},"db81e364dcb19",[],{"_30":5167,"_16":277,"_278":5168,"_146":5170},"db81e364dcb110",[5169],"fc15fafa1975fde186233a162be4dab8","a 70 thousand dollar deal,",{"_30":5172,"_16":277,"_278":5173,"_146":3974},"db81e364dcb111",[],{"_30":5175,"_16":277,"_278":5176,"_146":5178},"db81e364dcb112",[5177],"cc1bb993c8dd5428887925fb1609ca98","so let's be very circumspect about this,\" ",{"_30":5180,"_16":277,"_278":5181,"_146":5183},"db81e364dcb113",[5182],"a15711e0931dbbb6924edd925821db86","because we were still pretty small at the time.",[5185,5187,5189,5191,5193,5195,5197,5199],{"_30":5129,"_16":4053,"_4054":5186},"00:05:02.401",{"_30":5137,"_16":4053,"_4054":5188},"00:05:04.500",{"_30":5145,"_16":4053,"_4054":5190},"00:05:06.866",{"_30":5153,"_16":4053,"_4054":5192},"00:05:08.513",{"_30":5161,"_16":4053,"_4054":5194},"00:05:09.814",{"_30":5169,"_16":4053,"_4054":5196},"00:05:12.906",{"_30":5177,"_16":4053,"_4054":5198},"00:05:14.901",{"_30":5182,"_16":4053,"_4054":5200},"00:05:18.208",{"_30":5202,"_16":272,"_273":5203,"_281":5257,"_283":284},"582c4974eb51",[5204,5209,5212,5217,5220,5225,5228,5233,5236,5241,5244,5249,5252],{"_30":5205,"_16":277,"_278":5206,"_146":5208},"582c4974eb510",[5207],"1cdd26edb8d7030c4b80a64e85232f91","Or, you know, this is somebody who has called us",{"_30":5210,"_16":277,"_278":5211,"_146":3974},"582c4974eb511",[],{"_30":5213,"_16":277,"_278":5214,"_146":5216},"582c4974eb512",[5215],"b093b0328703342ea10b46e6024f79d8","ten times in the last week with the same problem",{"_30":5218,"_16":277,"_278":5219,"_146":3974},"582c4974eb513",[],{"_30":5221,"_16":277,"_278":5222,"_146":5224},"582c4974eb514",[5223],"1f206a91a13e88677b13121b0eaff832","and doesn't like the answer,",{"_30":5226,"_16":277,"_278":5227,"_146":3974},"582c4974eb515",[],{"_30":5229,"_16":277,"_278":5230,"_146":5232},"582c4974eb516",[5231],"e5251ae999ee147a261f1fbf10420296","and the fact that we had this database",{"_30":5234,"_16":277,"_278":5235,"_146":3974},"582c4974eb517",[],{"_30":5237,"_16":277,"_278":5238,"_146":5240},"582c4974eb518",[5239],"76f256d5d8a36281ceb3592a5cdf70a4","that we could all use, that we all contributed to,",{"_30":5242,"_16":277,"_278":5243,"_146":3974},"582c4974eb519",[],{"_30":5245,"_16":277,"_278":5246,"_146":5248},"582c4974eb5110",[5247],"38406e016afdc86f337154f18f5717ff","and that we could all pull from at a moments notice,",{"_30":5250,"_16":277,"_278":5251,"_146":3974},"582c4974eb5111",[],{"_30":5253,"_16":277,"_278":5254,"_146":5256},"582c4974eb5112",[5255],"4c34187c71181e64801b98d51244495c","actually made our support job a lot easier.",[5258,5260,5262,5264,5266,5268,5270],{"_30":5207,"_16":4053,"_4054":5259},"00:05:19.910",{"_30":5215,"_16":4053,"_4054":5261},"00:05:23.201",{"_30":5223,"_16":4053,"_4054":5263},"00:05:25.836",{"_30":5231,"_16":4053,"_4054":5265},"00:05:26.944",{"_30":5239,"_16":4053,"_4054":5267},"00:05:31.300",{"_30":5247,"_16":4053,"_4054":5269},"00:05:33.402",{"_30":5255,"_16":4053,"_4054":5271},"00:05:35.913",{"_30":5273,"_16":272,"_273":5274,"_281":5376,"_283":284},"f71e88b224d5",[5275,5280,5283,5288,5291,5296,5299,5304,5307,5312,5315,5320,5323,5328,5331,5336,5339,5344,5347,5352,5355,5360,5363,5368,5371],{"_30":5276,"_16":277,"_278":5277,"_146":5279},"f71e88b224d50",[5278],"d04b43e43f80472b99fbf530545cfef1","The next tool that we had,",{"_30":5281,"_16":277,"_278":5282,"_146":3974},"f71e88b224d51",[],{"_30":5284,"_16":277,"_278":5285,"_146":5287},"f71e88b224d52",[5286],"87867b383fc57c6754cc840ce9c6dba1","and this is actually really smart,",{"_30":5289,"_16":277,"_278":5290,"_146":3974},"f71e88b224d53",[],{"_30":5292,"_16":277,"_278":5293,"_146":5295},"f71e88b224d54",[5294],"3ea31168a798302b73fb2cec4f7f8bc8","we used name-support email addresses,",{"_30":5297,"_16":277,"_278":5298,"_146":3974},"f71e88b224d55",[],{"_30":5300,"_16":277,"_278":5301,"_146":5303},"f71e88b224d56",[5302],"e581774a82df0ae49407b127fd08c734","so I was Ali-support@freshtec.com.",{"_30":5305,"_16":277,"_278":5306,"_146":3974},"f71e88b224d57",[],{"_30":5308,"_16":277,"_278":5309,"_146":5311},"f71e88b224d58",[5310],"883b977dfb2ee07c8ddb88a04397b87d","And on the edge, our mailserver would intercept",{"_30":5313,"_16":277,"_278":5314,"_146":3974},"f71e88b224d59",[],{"_30":5316,"_16":277,"_278":5317,"_146":5319},"f71e88b224d510",[5318],"53f5568ff85574f0c81a938686357ff6","an ali-support or pete-support, and shove it in the database",{"_30":5321,"_16":277,"_278":5322,"_146":3974},"f71e88b224d511",[],{"_30":5324,"_16":277,"_278":5325,"_146":5327},"f71e88b224d512",[5326],"9e38af1c19b8c794a6121731167a4581","and send a copy to our personal inboxes.",{"_30":5329,"_16":277,"_278":5330,"_146":3974},"f71e88b224d513",[],{"_30":5332,"_16":277,"_278":5333,"_146":5335},"f71e88b224d514",[5334],"1d471b2c34e6de1660b326149fff60ef","So we could still manage all of our correspondence",{"_30":5337,"_16":277,"_278":5338,"_146":3974},"f71e88b224d515",[],{"_30":5340,"_16":277,"_278":5341,"_146":5343},"f71e88b224d516",[5342],"bb3aaf8ff49566a9fd31e44af4f7c298","as normal email, but we gave these email addresses",{"_30":5345,"_16":277,"_278":5346,"_146":3974},"f71e88b224d517",[],{"_30":5348,"_16":277,"_278":5349,"_146":5351},"f71e88b224d518",[5350],"0091c56432f693f6cd5d5db5113efdf6","out to customers, and then we'd know that",{"_30":5353,"_16":277,"_278":5354,"_146":3974},"f71e88b224d519",[],{"_30":5356,"_16":277,"_278":5357,"_146":5359},"f71e88b224d520",[5358],"468914cb14c6cdb0549c826df30c6232","without ever having to think about it,",{"_30":5361,"_16":277,"_278":5362,"_146":3974},"f71e88b224d521",[],{"_30":5364,"_16":277,"_278":5365,"_146":5367},"f71e88b224d522",[5366],"ec98ffc416a9a147103aed9966515b12","that all of that correspondence would also",{"_30":5369,"_16":277,"_278":5370,"_146":3974},"f71e88b224d523",[],{"_30":5372,"_16":277,"_278":5373,"_146":5375},"f71e88b224d524",[5374],"194d82f95184b2c31e6eb5bef24435a7","be captured for the rest of the company to use.",[5377,5379,5381,5383,5385,5387,5389,5391,5393,5395,5397,5399,5401],{"_30":5278,"_16":4053,"_4054":5378},"00:05:41.311",{"_30":5286,"_16":4053,"_4054":5380},"00:05:43.168",{"_30":5294,"_16":4053,"_4054":5382},"00:05:45.400",{"_30":5302,"_16":4053,"_4054":5384},"00:05:49.112",{"_30":5310,"_16":4053,"_4054":5386},"00:05:52.671",{"_30":5318,"_16":4053,"_4054":5388},"00:05:55.804",{"_30":5326,"_16":4053,"_4054":5390},"00:06:00.674",{"_30":5334,"_16":4053,"_4054":5392},"00:06:02.669",{"_30":5342,"_16":4053,"_4054":5394},"00:06:05.369",{"_30":5350,"_16":4053,"_4054":5396},"00:06:09.400",{"_30":5358,"_16":4053,"_4054":5398},"00:06:11.346",{"_30":5366,"_16":4053,"_4054":5400},"00:06:13.203",{"_30":5374,"_16":4053,"_4054":5402},"00:06:14.808",{"_30":5404,"_16":272,"_273":5405,"_281":5501,"_283":284},"dce9a12b8e9f",[5406,5411,5416,5419,5424,5427,5432,5435,5440,5443,5448,5451,5456,5459,5464,5467,5472,5475,5480,5483,5488,5491,5496],{"_30":5407,"_16":277,"_278":5408,"_146":5410},"dce9a12b8e9f0",[5409],"55e27cf1c7e149362b87fefda4ebdd37","And like I mentioned, we were all responsible for support. O",{"_30":5412,"_16":277,"_278":5413,"_146":5415},"dce9a12b8e9f1",[5414],"0616bd8c90ee6807b84d93856f13ab99","ne thing that was fantastic about everybody",{"_30":5417,"_16":277,"_278":5418,"_146":3974},"dce9a12b8e9f2",[],{"_30":5420,"_16":277,"_278":5421,"_146":5423},"dce9a12b8e9f3",[5422],"c44adde2ca9b930c42090764a2597a81","on the development team being responsible",{"_30":5425,"_16":277,"_278":5426,"_146":3974},"dce9a12b8e9f4",[],{"_30":5428,"_16":277,"_278":5429,"_146":5431},"dce9a12b8e9f5",[5430],"bdc871e51aba6ddee6415d1edd1a804a","for phone support is that",{"_30":5433,"_16":277,"_278":5434,"_146":3974},"dce9a12b8e9f6",[],{"_30":5436,"_16":277,"_278":5437,"_146":5439},"dce9a12b8e9f7",[5438],"6a1877be11bdde34673a203bf4b79c85","everybody got really, really careful.",{"_30":5441,"_16":277,"_278":5442,"_146":3974},"dce9a12b8e9f8",[],{"_30":5444,"_16":277,"_278":5445,"_146":5447},"dce9a12b8e9f9",[5446],"683eb09d85c45299f49bf9bdf47962a8","It was like, \"Okay, if we screw this up,",{"_30":5449,"_16":277,"_278":5450,"_146":3974},"dce9a12b8e9f10",[],{"_30":5452,"_16":277,"_278":5453,"_146":5455},"dce9a12b8e9f11",[5454],"3019d9737516af8c1d04b811cd51df1f","the phone is going to ring.\"",{"_30":5457,"_16":277,"_278":5458,"_146":3974},"dce9a12b8e9f12",[],{"_30":5460,"_16":277,"_278":5461,"_146":5463},"dce9a12b8e9f13",[5462],"63fff5551b628b40fe584bf24d3d218b","And I think that it's even worse now",{"_30":5465,"_16":277,"_278":5466,"_146":3974},"dce9a12b8e9f14",[],{"_30":5468,"_16":277,"_278":5469,"_146":5471},"dce9a12b8e9f15",[5470],"d25d6f761a0e72b8d88426c8e0ce70c6","than it was back then, but it's like,",{"_30":5473,"_16":277,"_278":5474,"_146":3974},"dce9a12b8e9f16",[],{"_30":5476,"_16":277,"_278":5477,"_146":5479},"dce9a12b8e9f17",[5478],"aebd1b8058798239f9112c5023276d26","oh my god, that phone's going to ring,",{"_30":5481,"_16":277,"_278":5482,"_146":3974},"dce9a12b8e9f18",[],{"_30":5484,"_16":277,"_278":5485,"_146":5487},"dce9a12b8e9f19",[5486],"adcb4536675205686038fc25400cb99b","this is the worst thing,",{"_30":5489,"_16":277,"_278":5490,"_146":3974},"dce9a12b8e9f20",[],{"_30":5492,"_16":277,"_278":5493,"_146":5495},"dce9a12b8e9f21",[5494],"ae3f49859be84bc01f72f96153ee09a8","I do not want to talk on the phone, t",{"_30":5497,"_16":277,"_278":5498,"_146":5500},"dce9a12b8e9f22",[5499],"56fc78f8f0cd9182da5a66db8217beeb","hat was pretty effective in a few ways.",[5502,5504,5506,5508,5510,5512,5514,5516,5518,5520,5522,5524,5526],{"_30":5409,"_16":4053,"_4054":5503},"00:06:19.802",{"_30":5414,"_16":4053,"_4054":5505},"00:06:24.617",{"_30":5422,"_16":4053,"_4054":5507},"00:06:27.702",{"_30":5430,"_16":4053,"_4054":5509},"00:06:29.541",{"_30":5438,"_16":4053,"_4054":5511},"00:06:31.570",{"_30":5446,"_16":4053,"_4054":5513},"00:06:34.680",{"_30":5454,"_16":4053,"_4054":5515},"00:06:35.376",{"_30":5462,"_16":4053,"_4054":5517},"00:06:36.907",{"_30":5470,"_16":4053,"_4054":5519},"00:06:38.780",{"_30":5478,"_16":4053,"_4054":5521},"00:06:40.370",{"_30":5486,"_16":4053,"_4054":5523},"00:06:42.380",{"_30":5494,"_16":4053,"_4054":5525},"00:06:43.177",{"_30":5499,"_16":4053,"_4054":5527},"00:06:44.876",{"_30":5529,"_16":272,"_273":5530,"_281":5600,"_283":284},"72314db150c7",[5531,5536,5539,5544,5547,5552,5555,5560,5563,5568,5571,5576,5579,5584,5587,5592,5595],{"_30":5532,"_16":277,"_278":5533,"_146":5535},"72314db150c70",[5534],"cabcb17408351e9dbad59175ff98e32a","So, start-up number one, that was awesome.",{"_30":5537,"_16":277,"_278":5538,"_146":3974},"72314db150c71",[],{"_30":5540,"_16":277,"_278":5541,"_146":5543},"72314db150c72",[5542],"cce94c2b0dd99d458839d43fd2a460e8","We did a pretty good job of supporting customers.",{"_30":5545,"_16":277,"_278":5546,"_146":3974},"72314db150c73",[],{"_30":5548,"_16":277,"_278":5549,"_146":5551},"72314db150c74",[5550],"85b00da7fdb5b9ca4c1d78b5dad958f9","We had people who loved us.",{"_30":5553,"_16":277,"_278":5554,"_146":3974},"72314db150c75",[],{"_30":5556,"_16":277,"_278":5557,"_146":5559},"72314db150c76",[5558],"3a7b46bb6721a7609b80863cd5ebe48f","The product still exists despite being sold in 2001",{"_30":5561,"_16":277,"_278":5562,"_146":3974},"72314db150c77",[],{"_30":5564,"_16":277,"_278":5565,"_146":5567},"72314db150c78",[5566],"9337522e41068bbf801a34e0e59f9ef6","and subsumed into a toolset that was subsumed",{"_30":5569,"_16":277,"_278":5570,"_146":3974},"72314db150c79",[],{"_30":5572,"_16":277,"_278":5573,"_146":5575},"72314db150c710",[5574],"ab4dd7ff5bb55766723625da5e710262","into another toolset, that now belongs to HP",{"_30":5577,"_16":277,"_278":5578,"_146":3974},"72314db150c711",[],{"_30":5580,"_16":277,"_278":5581,"_146":5583},"72314db150c712",[5582],"ae96bb111fc5accdf2f1e0663b7f77bf","and we just discovered the other day it's still there.",{"_30":5585,"_16":277,"_278":5586,"_146":3974},"72314db150c713",[],{"_30":5588,"_16":277,"_278":5589,"_146":5591},"72314db150c714",[5590],"1e96c81b755ec2696aa64577d060ac55","We're like, \"Aw, that's so cute,\"",{"_30":5593,"_16":277,"_278":5594,"_146":3974},"72314db150c715",[],{"_30":5596,"_16":277,"_278":5597,"_146":5599},"72314db150c716",[5598],"36521adbfd109916f500b8cef2093c5b","and people are still using it.",[5601,5603,5605,5607,5609,5611,5613,5615,5617],{"_30":5534,"_16":4053,"_4054":5602},"00:06:48.404",{"_30":5542,"_16":4053,"_4054":5604},"00:06:51.601",{"_30":5550,"_16":4053,"_4054":5606},"00:06:53.475",{"_30":5558,"_16":4053,"_4054":5608},"00:06:55.111",{"_30":5566,"_16":4053,"_4054":5610},"00:06:58.436",{"_30":5574,"_16":4053,"_4054":5612},"00:07:01.570",{"_30":5582,"_16":4053,"_4054":5614},"00:07:03.847",{"_30":5590,"_16":4053,"_4054":5616},"00:07:06.578",{"_30":5598,"_16":4053,"_4054":5618},"00:07:07.842",{"_30":5620,"_16":272,"_273":5621,"_281":5699,"_283":284},"db361e96f7a9",[5622,5627,5630,5635,5638,5643,5646,5651,5654,5659,5662,5667,5670,5675,5678,5683,5686,5691,5694],{"_30":5623,"_16":277,"_278":5624,"_146":5626},"db361e96f7a90",[5625],"f7339bed532751dcac920369073bb80f","Let's talk about two through six a little bit.",{"_30":5628,"_16":277,"_278":5629,"_146":3974},"db361e96f7a91",[],{"_30":5631,"_16":277,"_278":5632,"_146":5634},"db361e96f7a92",[5633],"104dc91fbffdaf39182d80bd224387e7","Really quick, because it's boring.",{"_30":5636,"_16":277,"_278":5637,"_146":3974},"db361e96f7a93",[],{"_30":5639,"_16":277,"_278":5640,"_146":5642},"db361e96f7a94",[5641],"53e8fd76e1ed58409378a04a67bd65d2","Commercial real estate transactions in the cloud",{"_30":5644,"_16":277,"_278":5645,"_146":3974},"db361e96f7a95",[],{"_30":5647,"_16":277,"_278":5648,"_146":5650},"db361e96f7a96",[5649],"3c78c6d267bb82ab6e15497d7a422e26","before people did anything in the cloud,",{"_30":5652,"_16":277,"_278":5653,"_146":3974},"db361e96f7a97",[],{"_30":5655,"_16":277,"_278":5656,"_146":5658},"db361e96f7a98",[5657],"2b8db448159f69535d02b68d0bcb358f","so this is not the kind of customer that's like,",{"_30":5660,"_16":277,"_278":5661,"_146":3974},"db361e96f7a99",[],{"_30":5663,"_16":277,"_278":5664,"_146":5666},"db361e96f7a910",[5665],"074d3822e548ee60efe773725988d4d1","I'm going to take a risk and put all of my data",{"_30":5668,"_16":277,"_278":5669,"_146":3974},"db361e96f7a911",[],{"_30":5671,"_16":277,"_278":5672,"_146":5674},"db361e96f7a912",[5673],"23d2717612da59552b4176c51ab6a5bf","on someone else's computer.",{"_30":5676,"_16":277,"_278":5677,"_146":3974},"db361e96f7a913",[],{"_30":5679,"_16":277,"_278":5680,"_146":5682},"db361e96f7a914",[5681],"98fca3825549d855da4c1d5148ecdf41","That didn't work out.",{"_30":5684,"_16":277,"_278":5685,"_146":3974},"db361e96f7a915",[],{"_30":5687,"_16":277,"_278":5688,"_146":5690},"db361e96f7a916",[5689],"d2ba3c7e5ecee82195d4fe5aaedfe3f0","We had a desktop platform to automate 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on",{"_30":6214,"_16":277,"_278":6215,"_146":3974},"23435f072d173",[],{"_30":6217,"_16":277,"_278":6218,"_146":6220},"23435f072d174",[6219],"6d3cb649cda0bffc53a3ecd4d7634c4e","and so we made it responsive,",{"_30":6222,"_16":277,"_278":6223,"_146":3974},"23435f072d175",[],{"_30":6225,"_16":277,"_278":6226,"_146":6228},"23435f072d176",[6227],"e29fe81f9537bd7ef48cacc8856feaff","and you could view it on your phone.",{"_30":6230,"_16":277,"_278":6231,"_146":3974},"23435f072d177",[],{"_30":6233,"_16":277,"_278":6234,"_146":6236},"23435f072d178",[6235],"5eeea4164488b6c3dd95886d13e26dba","And then we were like, \"Ah, but sometimes I need to reply,\"",{"_30":6238,"_16":277,"_278":6239,"_146":3974},"23435f072d179",[],{"_30":6241,"_16":277,"_278":6242,"_146":6244},"23435f072d1710",[6243],"0f85619c7535f43cb998be11d5668c2f","so we added a little input box.",{"_30":6246,"_16":277,"_278":6247,"_146":3974},"23435f072d1711",[],{"_30":6249,"_16":277,"_278":6250,"_146":6252},"23435f072d1712",[6251],"3a49ac893f98ac80cd8c91ae3a1d5962","And you could be like, \"This is Ali",{"_30":6254,"_16":277,"_278":6255,"_146":3974},"23435f072d1713",[],{"_30":6257,"_16":277,"_278":6258,"_146":6260},"23435f072d1714",[6259],"fde429c75cbf1819aa12b0a050695d7f","and I have something to say,\"",{"_30":6262,"_16":277,"_278":6263,"_146":3974},"23435f072d1715",[],{"_30":6265,"_16":277,"_278":6266,"_146":6268},"23435f072d1716",[6267],"d4693f1585ce54905510faf0c05ebf8b","and then it would show up as log bot talking, s",{"_30":6270,"_16":277,"_278":6271,"_146":6273},"23435f072d1717",[6272],"7732bcc15cbe89cc4ae2f55eba55fbfc","o you had to say who you were.",[6275,6277,6279,6281,6283,6285,6287,6289,6291,6293],{"_30":6203,"_16":4053,"_4054":6276},"00:09:23.614",{"_30":6211,"_16":4053,"_4054":6278},"00:09:25.877",{"_30":6219,"_16":4053,"_4054":6280},"00:09:27.373",{"_30":6227,"_16":4053,"_4054":6282},"00:09:29.309",{"_30":6235,"_16":4053,"_4054":6284},"00:09:30.400",{"_30":6243,"_16":4053,"_4054":6286},"00:09:32.700",{"_30":6251,"_16":4053,"_4054":6288},"00:09:33.972",{"_30":6259,"_16":4053,"_4054":6290},"00:09:36.497",{"_30":6267,"_16":4053,"_4054":6292},"00:09:37.858",{"_30":6272,"_16":4053,"_4054":6294},"00:09:39.819",{"_30":6296,"_16":272,"_273":6297,"_281":6364,"_283":284},"e238fec0fb7e",[6298,6303,6308,6311,6316,6319,6324,6327,6332,6335,6340,6343,6348,6351,6356,6359],{"_30":6299,"_16":277,"_278":6300,"_146":6302},"e238fec0fb7e0",[6301],"17dbcc097168708ce647748f14c08e63","We needed a way to share all of our files- a",{"_30":6304,"_16":277,"_278":6305,"_146":6307},"e238fec0fb7e1",[6306],"152fc05c2abd828f92abb4674ba7b968","ll of the art and the music and the design,",{"_30":6309,"_16":277,"_278":6310,"_146":3974},"e238fec0fb7e2",[],{"_30":6312,"_16":277,"_278":6313,"_146":6315},"e238fec0fb7e3",[6314],"440855f180cdac5dc1dc25fdc1825b19","there's just so much stuff that goes in",{"_30":6317,"_16":277,"_278":6318,"_146":3974},"e238fec0fb7e4",[],{"_30":6320,"_16":277,"_278":6321,"_146":6323},"e238fec0fb7e5",[6322],"f1f49fa6fdbe7729452cad262cb399a4","to building a game assetwise.",{"_30":6325,"_16":277,"_278":6326,"_146":3974},"e238fec0fb7e6",[],{"_30":6328,"_16":277,"_278":6329,"_146":6331},"e238fec0fb7e7",[6330],"aa4a8357b8d6ac891f519cacaadbdb84","So we took our CD and we bolted",{"_30":6333,"_16":277,"_278":6334,"_146":3974},"e238fec0fb7e8",[],{"_30":6336,"_16":277,"_278":6337,"_146":6339},"e238fec0fb7e9",[6338],"2e910b078ce97badcf8c8064d62334fb","this file upload functionality onto the side of it",{"_30":6341,"_16":277,"_278":6342,"_146":3974},"e238fec0fb7e10",[],{"_30":6344,"_16":277,"_278":6345,"_146":6347},"e238fec0fb7e11",[6346],"a2c876eaa4851dd30be5a4248155f6f7","and you could upload a file and we would put the URL",{"_30":6349,"_16":277,"_278":6350,"_146":3974},"e238fec0fb7e12",[],{"_30":6352,"_16":277,"_278":6353,"_146":6355},"e238fec0fb7e13",[6354],"20b9791b1815acc4d73873f390942493","in IRC and everyone could click on it,",{"_30":6357,"_16":277,"_278":6358,"_146":3974},"e238fec0fb7e14",[],{"_30":6360,"_16":277,"_278":6361,"_146":6363},"e238fec0fb7e15",[6362],"29db8c71c0ff1c7f94fd6b9f6a364fb3","and boom they could see you file.",[6365,6367,6369,6371,6373,6375,6377,6379,6381],{"_30":6301,"_16":4053,"_4054":6366},"00:09:43.225",{"_30":6306,"_16":4053,"_4054":6368},"00:09:45.263",{"_30":6314,"_16":4053,"_4054":6370},"00:09:48.318",{"_30":6322,"_16":4053,"_4054":6372},"00:09:50.535",{"_30":6330,"_16":4053,"_4054":6374},"00:09:52.970",{"_30":6338,"_16":4053,"_4054":6376},"00:09:54.467",{"_30":6346,"_16":4053,"_4054":6378},"00:09:56.666",{"_30":6354,"_16":4053,"_4054":6380},"00:09:59.710",{"_30":6362,"_16":4053,"_4054":6382},"00:10:01.350",{"_30":6384,"_16":272,"_273":6385,"_281":6473,"_283":284},"4f6002514327",[6386,6391,6394,6399,6402,6407,6412,6415,6420,6423,6428,6431,6436,6441,6444,6449,6452,6457,6460,6465,6468],{"_30":6387,"_16":277,"_278":6388,"_146":6390},"4f60025143270",[6389],"ba4fabf5dada7e9b13ee19a86381e000","We needed a way to share a code in our log files.",{"_30":6392,"_16":277,"_278":6393,"_146":3974},"4f60025143271",[],{"_30":6395,"_16":277,"_278":6396,"_146":6398},"4f60025143272",[6397],"96b91ce4e96dbd93f4985be7f4758c45","Glitch did crazy things like if you squeeze the chicken",{"_30":6400,"_16":277,"_278":6401,"_146":3974},"4f60025143273",[],{"_30":6403,"_16":277,"_278":6404,"_146":6406},"4f60025143274",[6405],"a17d246944401e867931803f7975cb33","13 times it would run out of grain a",{"_30":6408,"_16":277,"_278":6409,"_146":6411},"4f60025143275",[6410],"4fbc705cbbe1e4de8988ebb2e0aaf250","nd people would be like,",{"_30":6413,"_16":277,"_278":6414,"_146":3974},"4f60025143276",[],{"_30":6416,"_16":277,"_278":6417,"_146":6419},"4f60025143277",[6418],"941b341b0b252ed3b7c582e64d9d5ce7","\"This chicken's not giving me grain any more.\"",{"_30":6421,"_16":277,"_278":6422,"_146":3974},"4f60025143278",[],{"_30":6424,"_16":277,"_278":6425,"_146":6427},"4f60025143279",[6426],"11d530c78384eb9c8503b6c94d357563","So we'd have to go to the log files and we were like,",{"_30":6429,"_16":277,"_278":6430,"_146":3974},"4f600251432710",[],{"_30":6432,"_16":277,"_278":6433,"_146":6435},"4f600251432711",[6434],"e83f90fe49c597c37746b7d98d0856f4","\"How many times did this person squeeze this chicken today?",{"_30":6437,"_16":277,"_278":6438,"_146":6440},"4f600251432712",[6439],"771b87e5af02bb7cabbc255bac9ea8ff"," You squeezed it 13 times.\"",{"_30":6442,"_16":277,"_278":6443,"_146":3974},"4f600251432713",[],{"_30":6445,"_16":277,"_278":6446,"_146":6448},"4f600251432714",[6447],"fd9efe99c4a674e5f5bed0efe9e63f3e","But these log files were just huge,",{"_30":6450,"_16":277,"_278":6451,"_146":3974},"4f600251432715",[],{"_30":6453,"_16":277,"_278":6454,"_146":6456},"4f600251432716",[6455],"a946d616a3f54c7d589d1b6921804717","so we put Pastebin in and then we crammed all these logs",{"_30":6458,"_16":277,"_278":6459,"_146":3974},"4f600251432717",[],{"_30":6461,"_16":277,"_278":6462,"_146":6464},"4f600251432718",[6463],"648e92c18760c283aba4fd834cdbb9d5","in to Pastebin, then we could share those",{"_30":6466,"_16":277,"_278":6467,"_146":3974},"4f600251432719",[],{"_30":6469,"_16":277,"_278":6470,"_146":6472},"4f600251432720",[6471],"7b36fdb9277e14670421d72a9e2daad6","the same way we did files.",[6474,6476,6478,6480,6482,6484,6486,6488,6490,6492,6494,6496],{"_30":6389,"_16":4053,"_4054":6475},"00:10:03.655",{"_30":6397,"_16":4053,"_4054":6477},"00:10:07.875",{"_30":6405,"_16":4053,"_4054":6479},"00:10:11.900",{"_30":6410,"_16":4053,"_4054":6481},"00:10:14.676",{"_30":6418,"_16":4053,"_4054":6483},"00:10:16.141",{"_30":6426,"_16":4053,"_4054":6485},"00:10:18.139",{"_30":6434,"_16":4053,"_4054":6487},"00:10:19.869",{"_30":6439,"_16":4053,"_4054":6489},"00:10:22.837",{"_30":6447,"_16":4053,"_4054":6491},"00:10:24.645",{"_30":6455,"_16":4053,"_4054":6493},"00:10:26.610",{"_30":6463,"_16":4053,"_4054":6495},"00:10:29.905",{"_30":6471,"_16":4053,"_4054":6497},"00:10:31.306",{"_30":6499,"_16":272,"_273":6500,"_281":6546,"_283":284},"de140a09757f",[6501,6506,6509,6514,6517,6522,6525,6530,6533,6538,6541],{"_30":6502,"_16":277,"_278":6503,"_146":6505},"de140a09757f0",[6504],"5e9e73c256e7af191d9d84fb941dce27","So this thing, IRC plus all this stuff, it's a total Frankentool.",{"_30":6507,"_16":277,"_278":6508,"_146":3974},"de140a09757f1",[],{"_30":6510,"_16":277,"_278":6511,"_146":6513},"de140a09757f2",[6512],"b92d13af10030efd2d606d46c55a017f","We just grew it out of bits and parts",{"_30":6515,"_16":277,"_278":6516,"_146":3974},"de140a09757f3",[],{"_30":6518,"_16":277,"_278":6519,"_146":6521},"de140a09757f4",[6520],"65da9e625e04407a26e1afd2a0cc6b37","and mashed it all together but it worked great.",{"_30":6523,"_16":277,"_278":6524,"_146":3974},"de140a09757f5",[],{"_30":6526,"_16":277,"_278":6527,"_146":6529},"de140a09757f6",[6528],"2fa592eafc31faf3f611ce345887e008","This was the foundation of how we got work done.",{"_30":6531,"_16":277,"_278":6532,"_146":3974},"de140a09757f7",[],{"_30":6534,"_16":277,"_278":6535,"_146":6537},"de140a09757f8",[6536],"f4dd04921c1f44899516b1162edb38db","This was the thing that enabled us",{"_30":6539,"_16":277,"_278":6540,"_146":3974},"de140a09757f9",[],{"_30":6542,"_16":277,"_278":6543,"_146":6545},"de140a09757f10",[6544],"4ae515a0e243b93a0b83b8a239ee94a5","to get as far along with the game as we got.",[6547,6549,6551,6553,6555,6557],{"_30":6504,"_16":4053,"_4054":6548},"00:10:32.602",{"_30":6512,"_16":4053,"_4054":6550},"00:10:37.141",{"_30":6520,"_16":4053,"_4054":6552},"00:10:39.139",{"_30":6528,"_16":4053,"_4054":6554},"00:10:41.605",{"_30":6536,"_16":4053,"_4054":6556},"00:10:45.360",{"_30":6544,"_16":4053,"_4054":6558},"00:10:47.702",{"_30":6560,"_16":272,"_273":6561,"_281":6625,"_283":284},"8a54eb7ddf33",[6562,6567,6570,6575,6578,6583,6588,6591,6596,6599,6604,6607,6612,6617,6622],{"_30":6563,"_16":277,"_278":6564,"_146":6566},"8a54eb7ddf330",[6565],"fcffc2373dfa76221ab152f299ae54bf","But Glitch was not economically viable, so we shut it down.",{"_30":6568,"_16":277,"_278":6569,"_146":3974},"8a54eb7ddf331",[],{"_30":6571,"_16":277,"_278":6572,"_146":6574},"8a54eb7ddf332",[6573],"0e7bbe353d57031c08ddea0699d1c11f","We announced in November 2012",{"_30":6576,"_16":277,"_278":6577,"_146":3974},"8a54eb7ddf333",[],{"_30":6579,"_16":277,"_278":6580,"_146":6582},"8a54eb7ddf334",[6581],"68fdc7fb091ea4cb70849f5066d5a601","that we were going to shut down the game a",{"_30":6584,"_16":277,"_278":6585,"_146":6587},"8a54eb7ddf335",[6586],"c4cf4d3348b0ae22f4f325c4db61c4a9","nd we took it down in December 2012.",{"_30":6589,"_16":277,"_278":6590,"_146":3974},"8a54eb7ddf336",[],{"_30":6592,"_16":277,"_278":6593,"_146":6595},"8a54eb7ddf337",[6594],"b4e02e2f1f2b8594a87457c7356e125e","So what we did, we took our remaining money",{"_30":6597,"_16":277,"_278":6598,"_146":3974},"8a54eb7ddf338",[],{"_30":6600,"_16":277,"_278":6601,"_146":6603},"8a54eb7ddf339",[6602],"62d5508b1d1b926b80251bd42e2469a0","and we decided to write the product version",{"_30":6605,"_16":277,"_278":6606,"_146":3974},"8a54eb7ddf3310",[],{"_30":6608,"_16":277,"_278":6609,"_146":6611},"8a54eb7ddf3311",[6610],"9fd2c4a1674227e780f864c1497d619c","of the tool that we developed for building Glitch a",{"_30":6613,"_16":277,"_278":6614,"_146":6616},"8a54eb7ddf3312",[6615],"c26963f529f88825d7ef788c36ba2f4a","nd that is now",{"_30":6618,"_16":277,"_278":6619,"_146":6621},"8a54eb7ddf3313",[6615,6620],"d336124efc42"," Slack",{"_30":6623,"_16":277,"_278":6624,"_146":913},"8a54eb7ddf3314",[6615],[6626,6628,6630,6632,6634,6636,6638,6640,6642],{"_30":6565,"_16":4053,"_4054":6627},"00:10:51.979",{"_30":6573,"_16":4053,"_4054":6629},"00:10:56.813",{"_30":6581,"_16":4053,"_4054":6631},"00:10:59.470",{"_30":6586,"_16":4053,"_4054":6633},"00:11:00.860",{"_30":6594,"_16":4053,"_4054":6635},"00:11:04.979",{"_30":6602,"_16":4053,"_4054":6637},"00:11:07.790",{"_30":6610,"_16":4053,"_4054":6639},"00:11:09.909",{"_30":6620,"_16":42,"_401":6641},"https://slack.com/",{"_30":6615,"_16":4053,"_4054":6643},"00:11:12.604",{"_30":6645,"_16":272,"_273":6646,"_281":6652,"_283":284},"fee6ea4c6fda",[6647],{"_30":6648,"_16":277,"_278":6649,"_146":6651},"fee6ea4c6fda0",[6650],"e73d9e2003ae7f3e884f33bcb407ddea","So Slack.",[6653],{"_30":6650,"_16":4053,"_4054":6654},"00:11:16.413",{"_30":6656,"_16":272,"_273":6657,"_281":6735,"_283":284},"85706e411ca1",[6658,6663,6666,6671,6674,6679,6682,6687,6690,6695,6698,6703,6706,6711,6714,6719,6722,6727,6730],{"_30":6659,"_16":277,"_278":6660,"_146":6662},"85706e411ca10",[6661],"e1c5c061da3df52c29126318d442fe0e","You guys may have seen this slide,",{"_30":6664,"_16":277,"_278":6665,"_146":3974},"85706e411ca11",[],{"_30":6667,"_16":277,"_278":6668,"_146":6670},"85706e411ca12",[6669],"fa4e6fa139805ba9113e843378d3067a","we did feed Mark Andreesson this graph,",{"_30":6672,"_16":277,"_278":6673,"_146":3974},"85706e411ca13",[],{"_30":6675,"_16":277,"_278":6676,"_146":6678},"85706e411ca14",[6677],"b178e544ab1cba22bf3292332c81b38f","he doesn't have access to all of our data like this,",{"_30":6680,"_16":277,"_278":6681,"_146":3974},"85706e411ca15",[],{"_30":6683,"_16":277,"_278":6684,"_146":6686},"85706e411ca16",[6685],"4abe56bf08822916aa8fca44091668f7","but he is one of our investors,",{"_30":6688,"_16":277,"_278":6689,"_146":3974},"85706e411ca17",[],{"_30":6691,"_16":277,"_278":6692,"_146":6694},"85706e411ca18",[6693],"261693d832298d1545d93be25c61c49c","so he gets this data.",{"_30":6696,"_16":277,"_278":6697,"_146":3974},"85706e411ca19",[],{"_30":6699,"_16":277,"_278":6700,"_146":6702},"85706e411ca110",[6701],"8bd3f7f81e9513959569d0a968c3f3c7","We started inviting people into Slack,",{"_30":6704,"_16":277,"_278":6705,"_146":3974},"85706e411ca111",[],{"_30":6707,"_16":277,"_278":6708,"_146":6710},"85706e411ca112",[6709],"72e2fbf37911fef5e46976e2d9dd32ca","like very close friends and family",{"_30":6712,"_16":277,"_278":6713,"_146":3974},"85706e411ca113",[],{"_30":6715,"_16":277,"_278":6716,"_146":6718},"85706e411ca114",[6717],"c93731610666cfcfe6d05bc735c01964","who we could rely on to give us good feedback",{"_30":6720,"_16":277,"_278":6721,"_146":3974},"85706e411ca115",[],{"_30":6723,"_16":277,"_278":6724,"_146":6726},"85706e411ca116",[6725],"90ed68838a9c922182ca915f6581ac54","in late April of 2013.",{"_30":6728,"_16":277,"_278":6729,"_146":3974},"85706e411ca117",[],{"_30":6731,"_16":277,"_278":6732,"_146":6734},"85706e411ca118",[6733],"c5631813e3b95f64119205349d82a6c2","We had been using it ourselves for about two months at this point.",[6736,6738,6740,6742,6744,6746,6748,6750,6752,6754],{"_30":6661,"_16":4053,"_4054":6737},"00:11:18.690",{"_30":6669,"_16":4053,"_4054":6739},"00:11:20.606",{"_30":6677,"_16":4053,"_4054":6741},"00:11:23.339",{"_30":6685,"_16":4053,"_4054":6743},"00:11:25.212",{"_30":6693,"_16":4053,"_4054":6745},"00:11:27.440",{"_30":6701,"_16":4053,"_4054":6747},"00:11:31.251",{"_30":6709,"_16":4053,"_4054":6749},"00:11:34.652",{"_30":6717,"_16":4053,"_4054":6751},"00:11:36.336",{"_30":6725,"_16":4053,"_4054":6753},"00:11:38.673",{"_30":6733,"_16":4053,"_4054":6755},"00:11:42.477",{"_30":6757,"_16":272,"_273":6758,"_281":6798,"_283":284},"d71e25b44f76",[6759,6764,6767,6772,6775,6780,6785,6788,6793],{"_30":6760,"_16":277,"_278":6761,"_146":6763},"d71e25b44f760",[6762],"697364d1d389f01cb91e8ce59df0c36a","So we had a really, really, really small user base",{"_30":6765,"_16":277,"_278":6766,"_146":3974},"d71e25b44f761",[],{"_30":6768,"_16":277,"_278":6769,"_146":6771},"d71e25b44f762",[6770],"527109778669f7c5c673fd72febc7cdd","up until we went to this thing",{"_30":6773,"_16":277,"_278":6774,"_146":3974},"d71e25b44f763",[],{"_30":6776,"_16":277,"_278":6777,"_146":6779},"d71e25b44f764",[6778],"1f27bc5327a2850bd5c4cbcc4e67785b","that we called \"Preview Release\" a",{"_30":6781,"_16":277,"_278":6782,"_146":6784},"d71e25b44f765",[6783],"07ac19e522c2b738068ff16acd63a0bb","nd \"Preview Release\" happened on August 14, 2013.",{"_30":6786,"_16":277,"_278":6787,"_146":3974},"d71e25b44f766",[],{"_30":6789,"_16":277,"_278":6790,"_146":6792},"d71e25b44f767",[6791],"81fa0271272ec7cd1271fec71c62f7fa","And this is nice, p",{"_30":6794,"_16":277,"_278":6795,"_146":6797},"d71e25b44f768",[6796],"2e9181b0530f212ec323c2b27fdd01e6","eople came in and we got lots of users and it was fantastic.",[6799,6801,6803,6805,6807,6809],{"_30":6762,"_16":4053,"_4054":6800},"00:11:46.112",{"_30":6770,"_16":4053,"_4054":6802},"00:11:49.811",{"_30":6778,"_16":4053,"_4054":6804},"00:11:51.233",{"_30":6783,"_16":4053,"_4054":6806},"00:11:53.338",{"_30":6791,"_16":4053,"_4054":6808},"00:11:56.800",{"_30":6796,"_16":4053,"_4054":6810},"00:11:58.140",{"_30":6812,"_16":272,"_273":6813,"_281":6864,"_283":284},"583ccc10a478",[6814,6819,6822,6827,6830,6835,6840,6843,6848,6851,6856,6859],{"_30":6815,"_16":277,"_278":6816,"_146":6818},"583ccc10a4780",[6817],"1af054296bc900104aace2946cece9d8","I'm going to show you what happened with support.",{"_30":6820,"_16":277,"_278":6821,"_146":3974},"583ccc10a4781",[],{"_30":6823,"_16":277,"_278":6824,"_146":6826},"583ccc10a4782",[6825],"80caeec973d849f797cfc2fc46b72a10","This is a graph of our support load",{"_30":6828,"_16":277,"_278":6829,"_146":3974},"583ccc10a4783",[],{"_30":6831,"_16":277,"_278":6832,"_146":6834},"583ccc10a4784",[6833],"d85fd25446b763fd7c5111b50ed1df78","over the same period of time a",{"_30":6836,"_16":277,"_278":6837,"_146":6839},"583ccc10a4785",[6838],"e12eb8c2ffc192a5c5513695b9462d8b","nd here are some numbers.",{"_30":6841,"_16":277,"_278":6842,"_146":3974},"583ccc10a4786",[],{"_30":6844,"_16":277,"_278":6845,"_146":6847},"583ccc10a4787",[6846],"8745f1ebafe2eab84805ee329edd6486","Whoops.",{"_30":6849,"_16":277,"_278":6850,"_146":3974},"583ccc10a4788",[],{"_30":6852,"_16":277,"_278":6853,"_146":6855},"583ccc10a4789",[6854],"8f0cacafbd38002562ef12cc35dab6e6","Yep, I can do this, I'm good.",{"_30":6857,"_16":277,"_278":6858,"_146":3974},"583ccc10a47810",[],{"_30":6860,"_16":277,"_278":6861,"_146":6863},"583ccc10a47811",[6862],"0bb2147af80465bb7bed6660c12999ce","Yeah!",[6865,6867,6869,6871,6873,6875,6877],{"_30":6817,"_16":4053,"_4054":6866},"00:12:03.680",{"_30":6825,"_16":4053,"_4054":6868},"00:12:07.239",{"_30":6833,"_16":4053,"_4054":6870},"00:12:09.171",{"_30":6838,"_16":4053,"_4054":6872},"00:12:11.740",{"_30":6846,"_16":4053,"_4054":6874},"00:12:14.836",{"_30":6854,"_16":4053,"_4054":6876},"00:12:16.114",{"_30":6862,"_16":4053,"_4054":6878},"00:12:17.536",{"_30":6880,"_16":272,"_273":6881,"_281":6940,"_283":284},"e71891e54657",[6882,6887,6890,6895,6898,6903,6906,6911,6914,6919,6922,6927,6930,6935],{"_30":6883,"_16":277,"_278":6884,"_146":6886},"e71891e546570",[6885],"a71c2cc06c9139806bac1b1f98e9e8d5","In the month of July we had,",{"_30":6888,"_16":277,"_278":6889,"_146":3974},"e71891e546571",[],{"_30":6891,"_16":277,"_278":6892,"_146":6894},"e71891e546572",[6893],"c6e4cb1bafac5f07a8deb85c1c566215","I think, 30 support requests to deal with.",{"_30":6896,"_16":277,"_278":6897,"_146":3974},"e71891e546573",[],{"_30":6899,"_16":277,"_278":6900,"_146":6902},"e71891e546574",[6901],"234ba315f08b1568c297122b02cfd76f","We launched in mid-August and by the end of August",{"_30":6904,"_16":277,"_278":6905,"_146":3974},"e71891e546575",[],{"_30":6907,"_16":277,"_278":6908,"_146":6910},"e71891e546576",[6909],"cdb10dd58f1fd2c8abecf1f70c42327c","we had 300 support requests during the month of August.",{"_30":6912,"_16":277,"_278":6913,"_146":3974},"e71891e546577",[],{"_30":6915,"_16":277,"_278":6916,"_146":6918},"e71891e546578",[6917],"a5973654f6a069648e1a7ebb1f0a4f1a","And then it went up to 800 during",{"_30":6920,"_16":277,"_278":6921,"_146":3974},"e71891e546579",[],{"_30":6923,"_16":277,"_278":6924,"_146":6926},"e71891e5465710",[6925],"63ee55f57a78616aad82265195bce428","the month of September, 880.",{"_30":6928,"_16":277,"_278":6929,"_146":3974},"e71891e5465711",[],{"_30":6931,"_16":277,"_278":6932,"_146":6934},"e71891e5465712",[6933],"be5b0937e339a86b7cb7975e125d67a4","So this number just kept going up a",{"_30":6936,"_16":277,"_278":6937,"_146":6939},"e71891e5465713",[6938],"448a03b0a233b54707a96f5284be28ce","nd we did not know at the time what to expect.",[6941,6943,6945,6947,6949,6951,6953,6955],{"_30":6885,"_16":4053,"_4054":6942},"00:12:19.780",{"_30":6893,"_16":4053,"_4054":6944},"00:12:21.808",{"_30":6901,"_16":4053,"_4054":6946},"00:12:24.135",{"_30":6909,"_16":4053,"_4054":6948},"00:12:26.570",{"_30":6917,"_16":4053,"_4054":6950},"00:12:30.000",{"_30":6925,"_16":4053,"_4054":6952},"00:12:33.404",{"_30":6933,"_16":4053,"_4054":6954},"00:12:35.700",{"_30":6938,"_16":4053,"_4054":6956},"00:12:36.942",{"_30":6958,"_16":272,"_273":6959,"_281":6999,"_283":284},"aec5730c9a9f",[6960,6965,6968,6973,6978,6983,6986,6991,6994],{"_30":6961,"_16":277,"_278":6962,"_146":6964},"aec5730c9a9f0",[6963],"f0c5e432f12474a44f085f77308d08b8","We were like, we're going to do some press,",{"_30":6966,"_16":277,"_278":6967,"_146":3974},"aec5730c9a9f1",[],{"_30":6969,"_16":277,"_278":6970,"_146":6972},"aec5730c9a9f2",[6971],"f2eba1e50d39a016b6e0d40ae3b9dd01","and we'll tell people that we have this thing",{"_30":6974,"_16":277,"_278":6975,"_146":6977},"aec5730c9a9f3",[6976],"10d2e84d9fc2e7af78b505b0af8e3bdd"," and it's nice and they can use it if they want, and ",{"_30":6979,"_16":277,"_278":6980,"_146":6982},"aec5730c9a9f4",[6981],"166a553b939df3854d5af090250ffada","it's free and we're still figuring it out.",{"_30":6984,"_16":277,"_278":6985,"_146":3974},"aec5730c9a9f5",[],{"_30":6987,"_16":277,"_278":6988,"_146":6990},"aec5730c9a9f6",[6989],"3dbf246f3f661ca4fe1f88e8d24ee5d4","So we put that out there and were like,",{"_30":6992,"_16":277,"_278":6993,"_146":3974},"aec5730c9a9f7",[],{"_30":6995,"_16":277,"_278":6996,"_146":6998},"aec5730c9a9f8",[6997],"4150bf2a23fb93287be4880e88d8ff1b","well maybe 1000 people sign up, maybe two.",[7000,7002,7004,7006,7008,7010],{"_30":6963,"_16":4053,"_4054":7001},"00:12:41.248",{"_30":6971,"_16":4053,"_4054":7003},"00:12:43.572",{"_30":6976,"_16":4053,"_4054":7005},"00:12:45.336",{"_30":6981,"_16":4053,"_4054":7007},"00:12:47.442",{"_30":6989,"_16":4053,"_4054":7009},"00:12:50.330",{"_30":6997,"_16":4053,"_4054":7011},"00:12:51.997",{"_30":7013,"_16":272,"_273":7014,"_281":7060,"_283":284},"e8215a5a015c",[7015,7020,7023,7028,7031,7036,7039,7044,7047,7052,7055],{"_30":7016,"_16":277,"_278":7017,"_146":7019},"e8215a5a015c0",[7018],"8f16b2f041e2d6b746d90963e974d883","And 8000 people signed up in the first 24 hours.",{"_30":7021,"_16":277,"_278":7022,"_146":3974},"e8215a5a015c1",[],{"_30":7024,"_16":277,"_278":7025,"_146":7027},"e8215a5a015c2",[7026],"08b86a64b56681a79ceeee224ef4bfc5","And by the end of the week 14,000 people signed up.",{"_30":7029,"_16":277,"_278":7030,"_146":3974},"e8215a5a015c3",[],{"_30":7032,"_16":277,"_278":7033,"_146":7035},"e8215a5a015c4",[7034],"52dd46c2d084606f6366b1ec39370b0c","We had no idea what to expect and we did not expect this.",{"_30":7037,"_16":277,"_278":7038,"_146":3974},"e8215a5a015c5",[],{"_30":7040,"_16":277,"_278":7041,"_146":7043},"e8215a5a015c6",[7042],"16ebcca8ca9f89d063f4e89d0ca0bdeb","This was way, way, way beyond",{"_30":7045,"_16":277,"_278":7046,"_146":3974},"e8215a5a015c7",[],{"_30":7048,"_16":277,"_278":7049,"_146":7051},"e8215a5a015c8",[7050],"99f69d6e8d5161303b1585b787fc48e9","our most optimistic expectations.",{"_30":7053,"_16":277,"_278":7054,"_146":3974},"e8215a5a015c9",[],{"_30":7056,"_16":277,"_278":7057,"_146":7059},"e8215a5a015c10",[7058],"f020dee0aafddc4af9531e5620c4e60d","This was something that we could not have planned for.",[7061,7063,7065,7067,7069,7071],{"_30":7018,"_16":4053,"_4054":7062},"00:12:57.535",{"_30":7026,"_16":4053,"_4054":7064},"00:13:01.432",{"_30":7034,"_16":4053,"_4054":7066},"00:13:05.377",{"_30":7042,"_16":4053,"_4054":7068},"00:13:08.799",{"_30":7050,"_16":4053,"_4054":7070},"00:13:11.720",{"_30":7058,"_16":4053,"_4054":7072},"00:13:14.111",{"_30":7074,"_16":272,"_273":7075,"_281":7134,"_283":284},"704da35761ce",[7076,7081,7084,7089,7092,7097,7100,7105,7108,7113,7116,7121,7126,7129],{"_30":7077,"_16":277,"_278":7078,"_146":7080},"704da35761ce0",[7079],"53bbc00e039068cc9210ce1b5432ac22","The things that happened from a support perspective",{"_30":7082,"_16":277,"_278":7083,"_146":3974},"704da35761ce1",[],{"_30":7085,"_16":277,"_278":7086,"_146":7088},"704da35761ce2",[7087],"d7728e924a631e6cca0cd7060166fecd","is basically a 20x increase in ticket creation over night",{"_30":7090,"_16":277,"_278":7091,"_146":3974},"704da35761ce3",[],{"_30":7093,"_16":277,"_278":7094,"_146":7096},"704da35761ce4",[7095],"5b1c3da7cf528053e3a17e48be76bf0c","that sustained itself for three solid months.",{"_30":7098,"_16":277,"_278":7099,"_146":3974},"704da35761ce5",[],{"_30":7101,"_16":277,"_278":7102,"_146":7104},"704da35761ce6",[7103],"f6bef0cdb0fbc686619cdb82bde0fc63","And when this happened,",{"_30":7106,"_16":277,"_278":7107,"_146":3974},"704da35761ce7",[],{"_30":7109,"_16":277,"_278":7110,"_146":7112},"704da35761ce8",[7111],"77770be5e27e73ef19eddb84bcccac5e","we realized that our existing support tool",{"_30":7114,"_16":277,"_278":7115,"_146":3974},"704da35761ce9",[],{"_30":7117,"_16":277,"_278":7118,"_146":7120},"704da35761ce10",[7119],"b9eba670faff27884e9f89d304f8a943","was completely inefficient for dealing with this, w",{"_30":7122,"_16":277,"_278":7123,"_146":7125},"704da35761ce11",[7124],"247083daa01a098be408d8be6e84934e","e had gone with something that was nice and friendly,",{"_30":7127,"_16":277,"_278":7128,"_146":3974},"704da35761ce12",[],{"_30":7130,"_16":277,"_278":7131,"_146":7133},"704da35761ce13",[7132],"48a8c85b297f6f765e520c6ffd1dbafc","and kind of not too expensive, not too cheap.",[7135,7137,7139,7141,7143,7145,7147,7149],{"_30":7079,"_16":4053,"_4054":7136},"00:13:18.340",{"_30":7087,"_16":4053,"_4054":7138},"00:13:21.366",{"_30":7095,"_16":4053,"_4054":7140},"00:13:26.545",{"_30":7103,"_16":4053,"_4054":7142},"00:13:29.166",{"_30":7111,"_16":4053,"_4054":7144},"00:13:31.700",{"_30":7119,"_16":4053,"_4054":7146},"00:13:32.769",{"_30":7124,"_16":4053,"_4054":7148},"00:13:35.937",{"_30":7132,"_16":4053,"_4054":7150},"00:13:38.277",{"_30":7152,"_16":272,"_273":7153,"_281":7199,"_283":284},"7958cb4e18d4",[7154,7159,7162,7167,7170,7175,7178,7183,7186,7191,7194],{"_30":7155,"_16":277,"_278":7156,"_146":7158},"7958cb4e18d40",[7157],"f6a76022307b54c942c3282b5c277ac7","We couldn't understand our queue volume.",{"_30":7160,"_16":277,"_278":7161,"_146":3974},"7958cb4e18d41",[],{"_30":7163,"_16":277,"_278":7164,"_146":7166},"7958cb4e18d42",[7165],"178d4377c5ec635a454d3f2bdb60a2c5","We couldn't bring in other people to help.",{"_30":7168,"_16":277,"_278":7169,"_146":3974},"7958cb4e18d43",[],{"_30":7171,"_16":277,"_278":7172,"_146":7174},"7958cb4e18d44",[7173],"3a5b8086b2b26f380bf4517a29ca10de","We couldn't sort it by what we had dealt with already.",{"_30":7176,"_16":277,"_278":7177,"_146":3974},"7958cb4e18d45",[],{"_30":7179,"_16":277,"_278":7180,"_146":7182},"7958cb4e18d46",[7181],"9553eb5e748b1b041eae9b63333bcf60","It was terrible.",{"_30":7184,"_16":277,"_278":7185,"_146":3974},"7958cb4e18d47",[],{"_30":7187,"_16":277,"_278":7188,"_146":7190},"7958cb4e18d48",[7189],"86d56ef82c1395e8ec32bf1335c12c22","We were like, this tool is not going",{"_30":7192,"_16":277,"_278":7193,"_146":3974},"7958cb4e18d49",[],{"_30":7195,"_16":277,"_278":7196,"_146":7198},"7958cb4e18d410",[7197],"e2011e60902831a69e8dc6eb509d5b6b","to help us manage our growth.",[7200,7202,7204,7206,7208,7210],{"_30":7157,"_16":4053,"_4054":7201},"00:13:42.614",{"_30":7165,"_16":4053,"_4054":7203},"00:13:45.411",{"_30":7173,"_16":4053,"_4054":7205},"00:13:48.136",{"_30":7181,"_16":4053,"_4054":7207},"00:13:50.242",{"_30":7189,"_16":4053,"_4054":7209},"00:13:51.601",{"_30":7197,"_16":4053,"_4054":7211},"00:13:52.737",{"_30":7213,"_16":272,"_273":7214,"_281":7308,"_283":284},"a0ef4fa3a496",[7215,7220,7223,7228,7231,7236,7239,7244,7247,7252,7255,7260,7263,7268,7271,7276,7279,7284,7287,7292,7295,7300,7303],{"_30":7216,"_16":277,"_278":7217,"_146":7219},"a0ef4fa3a4960",[7218],"d392f87de52b9f5709d1b55045fc2895","One thing that you see here,",{"_30":7221,"_16":277,"_278":7222,"_146":3974},"a0ef4fa3a4961",[],{"_30":7224,"_16":277,"_278":7225,"_146":7227},"a0ef4fa3a4962",[7226],"87223ec7210ac37657737f97a5560a4d","ooh, I have a laser pointer,",{"_30":7229,"_16":277,"_278":7230,"_146":3974},"a0ef4fa3a4963",[],{"_30":7232,"_16":277,"_278":7233,"_146":7235},"a0ef4fa3a4964",[7234],"81a720581e9281f891e1ac0396bd1d0f","yeah, right here, this dip,",{"_30":7237,"_16":277,"_278":7238,"_146":3974},"a0ef4fa3a4965",[],{"_30":7240,"_16":277,"_278":7241,"_146":7243},"a0ef4fa3a4966",[7242],"0197c427958db44ff0e0571c2810af1d","so we had 14,000 people we needed to invite into Slack.",{"_30":7245,"_16":277,"_278":7246,"_146":3974},"a0ef4fa3a4967",[],{"_30":7248,"_16":277,"_278":7249,"_146":7251},"a0ef4fa3a4968",[7250],"20d3665406713f341d9534a548a99d86","We trickled out the invites very 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in",{"_30":7285,"_16":277,"_278":7286,"_146":3974},"a0ef4fa3a49617",[],{"_30":7288,"_16":277,"_278":7289,"_146":7291},"a0ef4fa3a49618",[7290],"3c9384230b1733efdcc46b9f6bd0d452","were finding us organically,",{"_30":7293,"_16":277,"_278":7294,"_146":3974},"a0ef4fa3a49619",[],{"_30":7296,"_16":277,"_278":7297,"_146":7299},"a0ef4fa3a49620",[7298],"2e1391dc5bf4b9d3edb9d4235d3b89f2","but there was no longer a pent up demand",{"_30":7301,"_16":277,"_278":7302,"_146":3974},"a0ef4fa3a49621",[],{"_30":7304,"_16":277,"_278":7305,"_146":7307},"a0ef4fa3a49622",[7306],"55fb8a52d9debbcbcedab68a5077a008","for people to get on the 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point,",{"_30":7342,"_16":277,"_278":7343,"_146":3974},"6d47604325671",[],{"_30":7345,"_16":277,"_278":7346,"_146":7348},"6d47604325672",[7347],"c96b0b2a3a8a2b3cbc975576950c863e","and we're like, \"Oh my god, our tool is not going",{"_30":7350,"_16":277,"_278":7351,"_146":3974},"6d47604325673",[],{"_30":7353,"_16":277,"_278":7354,"_146":7356},"6d47604325674",[7355],"ce4d4709c76194f5352a460b70fd882d","to support us and our growth is crazy ",{"_30":7358,"_16":277,"_278":7359,"_146":7361},"6d47604325675",[7360],"d73c06bb3893d83d16792a00861bebd6","and we're going to have to do things",{"_30":7363,"_16":277,"_278":7364,"_146":3974},"6d47604325676",[],{"_30":7366,"_16":277,"_278":7367,"_146":7369},"6d47604325677",[7368],"b982685b4b04045a81677e2270ef58ec","in the future that cause a lot more people to come in,\"",{"_30":7371,"_16":277,"_278":7372,"_146":3974},"6d47604325678",[],{"_30":7374,"_16":277,"_278":7375,"_146":7377},"6d47604325679",[7376],"704500635469b10dd1cccedcce2a0d3f","is, I was like, \"Okay, we're switching support tools.\"",[7379,7381,7383,7385,7387,7389],{"_30":7339,"_16":4053,"_4054":7380},"00:14:34.580",{"_30":7347,"_16":4053,"_4054":7382},"00:14:37.311",{"_30":7355,"_16":4053,"_4054":7384},"00:14:39.245",{"_30":7360,"_16":4053,"_4054":7386},"00:14:40.838",{"_30":7368,"_16":4053,"_4054":7388},"00:14:42.836",{"_30":7376,"_16":4053,"_4054":7390},"00:14:45.424",{"_30":7392,"_16":272,"_273":7393,"_281":7463,"_283":284},"1c9ef4477ae4",[7394,7399,7402,7407,7410,7415,7418,7423,7426,7431,7434,7439,7442,7447,7450,7455,7458],{"_30":7395,"_16":277,"_278":7396,"_146":7398},"1c9ef4477ae40",[7397],"a9e2830d0eb8e18a62e4aaba067a2a1e","So, I spent October evaluating support tools.",{"_30":7400,"_16":277,"_278":7401,"_146":3974},"1c9ef4477ae41",[],{"_30":7403,"_16":277,"_278":7404,"_146":7406},"1c9ef4477ae42",[7405],"b67eec4bc58f7298b725237e55f80701","I spent November writing 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dinner,",{"_30":7440,"_16":277,"_278":7441,"_146":3974},"1c9ef4477ae411",[],{"_30":7443,"_16":277,"_278":7444,"_146":7446},"1c9ef4477ae412",[7445],"0337128c6dd53d1c1d3cb0a32e971500","got really drunk, came home, sobered up,",{"_30":7448,"_16":277,"_278":7449,"_146":3974},"1c9ef4477ae413",[],{"_30":7451,"_16":277,"_278":7452,"_146":7454},"1c9ef4477ae414",[7453],"44bfd8f1285d18efb2e35aefd674d10d","and was like, \"Yes, it's done.\"",{"_30":7456,"_16":277,"_278":7457,"_146":3974},"1c9ef4477ae415",[],{"_30":7459,"_16":277,"_278":7460,"_146":7462},"1c9ef4477ae416",[7461],"9c461a6387a1598e3ce5fd3275bd1b03","And that was how we moved to a new support tool.",[7464,7466,7468,7470,7472,7474,7476,7478,7480],{"_30":7397,"_16":4053,"_4054":7465},"00:14:48.403",{"_30":7405,"_16":4053,"_4054":7467},"00:14:52.670",{"_30":7413,"_16":4053,"_4054":7469},"00:14:55.141",{"_30":7421,"_16":4053,"_4054":7471},"00:14:56.545",{"_30":7429,"_16":4053,"_4054":7473},"00:14:58.901",{"_30":7437,"_16":4053,"_4054":7475},"00:15:02.380",{"_30":7445,"_16":4053,"_4054":7477},"00:15:03.644",{"_30":7453,"_16":4053,"_4054":7479},"00:15:07.167",{"_30":7461,"_16":4053,"_4054":7481},"00:15:09.304",{"_30":7483,"_16":272,"_273":7484,"_281":7511,"_283":284},"3bde305791be",[7485,7490,7493,7498,7503,7506],{"_30":7486,"_16":277,"_278":7487,"_146":7489},"3bde305791be0",[7488],"d57a026ae241492cc33f58fc63c41252","We added some staff to help us with support",{"_30":7491,"_16":277,"_278":7492,"_146":3974},"3bde305791be1",[],{"_30":7494,"_16":277,"_278":7495,"_146":7497},"3bde305791be2",[7496],"992bc1527d71466be4650855ba795f25","in August and November, and January, an",{"_30":7499,"_16":277,"_278":7500,"_146":7502},"3bde305791be3",[7501],"1c685ba5b037a612578bbad3f9b74f5a","d that was a relief.",{"_30":7504,"_16":277,"_278":7505,"_146":3974},"3bde305791be4",[],{"_30":7507,"_16":277,"_278":7508,"_146":7510},"3bde305791be5",[7509],"42d1f1df723d1dc4d6125301744ae304","Every time we hire someone that's a relief.",[7512,7514,7516,7518],{"_30":7488,"_16":4053,"_4054":7513},"00:15:14.901",{"_30":7496,"_16":4053,"_4054":7515},"00:15:16.669",{"_30":7501,"_16":4053,"_4054":7517},"00:15:19.711",{"_30":7509,"_16":4053,"_4054":7519},"00:15:23.270",{"_30":7521,"_16":272,"_273":7522,"_281":7600,"_283":284},"c3084af83f03",[7523,7528,7531,7536,7539,7544,7547,7552,7555,7560,7563,7568,7571,7576,7579,7584,7587,7592,7595],{"_30":7524,"_16":277,"_278":7525,"_146":7527},"c3084af83f030",[7526],"86497c30580c33f7e2942d1d5f2b7a2f","And one thing that isn't reflected on this graph",{"_30":7529,"_16":277,"_278":7530,"_146":3974},"c3084af83f031",[],{"_30":7532,"_16":277,"_278":7533,"_146":7535},"c3084af83f032",[7534],"d937682f356c7e96dadb974c6fc305f3","is that Twitter is also a part of our support universe.",{"_30":7537,"_16":277,"_278":7538,"_146":3974},"c3084af83f033",[],{"_30":7540,"_16":277,"_278":7541,"_146":7543},"c3084af83f034",[7542],"be8389a462611682f90b36bbdb4f82ff","People can contact us through email, or through the product,",{"_30":7545,"_16":277,"_278":7546,"_146":3974},"c3084af83f035",[],{"_30":7548,"_16":277,"_278":7549,"_146":7551},"c3084af83f036",[7550],"6fd80682a5e4bc662f3391018045da26","which is the same thing, that all goes in to ZenDesk.",{"_30":7553,"_16":277,"_278":7554,"_146":3974},"c3084af83f037",[],{"_30":7556,"_16":277,"_278":7557,"_146":7559},"c3084af83f038",[7558],"059ed366e77ecfe1d2ce942310351e4d","We also have a lot of people talking to us on Twitter.",{"_30":7561,"_16":277,"_278":7562,"_146":3974},"c3084af83f039",[],{"_30":7564,"_16":277,"_278":7565,"_146":7567},"c3084af83f0310",[7566],"39abacd884e00dbdfe1bd106e95d9e22","Right now, we're dealing with at least 150 tweets per day.",{"_30":7569,"_16":277,"_278":7570,"_146":3974},"c3084af83f0311",[],{"_30":7572,"_16":277,"_278":7573,"_146":7575},"c3084af83f0312",[7574],"940408958c2fb6a4c4940d196adfd83d","And at this point, Stuart and I are",{"_30":7577,"_16":277,"_278":7578,"_146":3974},"c3084af83f0313",[],{"_30":7580,"_16":277,"_278":7581,"_146":7583},"c3084af83f0314",[7582],"a651f1f3dade107acd75bc38fdc522be","the only ones dealing with Twitter,",{"_30":7585,"_16":277,"_278":7586,"_146":3974},"c3084af83f0315",[],{"_30":7588,"_16":277,"_278":7589,"_146":7591},"c3084af83f0316",[7590],"ac4033164ba91ea824dbe842e044eaf1","and Stuart's our 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t",{"_30":7630,"_16":277,"_278":7631,"_146":7633},"e4b670e3d44d1",[7632],"759873763b90a03c0d5aadbecac74672","hings that we learned in this first growth phase.",{"_30":7635,"_16":277,"_278":7636,"_146":3974},"e4b670e3d44d2",[],{"_30":7638,"_16":277,"_278":7639,"_146":7641},"e4b670e3d44d3",[7640],"61454ca6dd1ac6189a9cf3a4a472663a","I'm going to go through these in a minute.",[7643,7644,7646],{"_30":7627,"_16":4053,"_4054":7620},{"_30":7632,"_16":4053,"_4054":7645},"00:15:52.669",{"_30":7640,"_16":4053,"_4054":7647},"00:15:58.708",{"_30":7649,"_16":272,"_273":7650,"_281":7688,"_283":1222},"b7cdc30e67e8",[7651,7656,7659,7664,7667,7672,7675,7680,7683],{"_30":7652,"_16":277,"_278":7653,"_146":7655},"b7cdc30e67e80",[7654],"7990285c27fe79b11b2931b8b5d941b0","We learned about triaging our support queue.",{"_30":7657,"_16":277,"_278":7658,"_146":3974},"b7cdc30e67e81",[],{"_30":7660,"_16":277,"_278":7661,"_146":7663},"b7cdc30e67e82",[7662],"0757a4467ddb9ba2074011e6d6f6ccf7","It helped us feel good about knowing",{"_30":7665,"_16":277,"_278":7666,"_146":3974},"b7cdc30e67e83",[],{"_30":7668,"_16":277,"_278":7669,"_146":7671},"b7cdc30e67e84",[7670],"dc6fd6363e4e0b7d78b7180e261f25e5","the amount of work we had to do",{"_30":7673,"_16":277,"_278":7674,"_146":3974},"b7cdc30e67e85",[],{"_30":7676,"_16":277,"_278":7677,"_146":7679},"b7cdc30e67e86",[7678],"06ea6230b2abf78109bf119d4aa0d21d","and also helped us make sure we were prioritizing",{"_30":7681,"_16":277,"_278":7682,"_146":3974},"b7cdc30e67e87",[],{"_30":7684,"_16":277,"_278":7685,"_146":7687},"b7cdc30e67e88",[7686],"07bbfb5f97ec7bb8f18173ea71a096f4","what needed to be done first, very quickly.",[7689,7691,7693,7695,7697],{"_30":7654,"_16":4053,"_4054":7690},"00:16:00.703",{"_30":7662,"_16":4053,"_4054":7692},"00:16:02.809",{"_30":7670,"_16":4053,"_4054":7694},"00:16:05.844",{"_30":7678,"_16":4053,"_4054":7696},"00:16:07.414",{"_30":7686,"_16":4053,"_4054":7698},"00:16:09.348",{"_30":7700,"_16":272,"_273":7701,"_281":7739,"_283":284},"af3d654bab0a",[7702,7707,7710,7715,7718,7723,7726,7731,7734],{"_30":7703,"_16":277,"_278":7704,"_146":7706},"af3d654bab0a0",[7705],"b6158e92d0073081c09b4f68872a6dd2","I talked about this, choosing a tool",{"_30":7708,"_16":277,"_278":7709,"_146":3974},"af3d654bab0a1",[],{"_30":7711,"_16":277,"_278":7712,"_146":7714},"af3d654bab0a2",[7713],"d4e75bc999c10fa104591776899bbfc3","that we could grow in to as our customer base grows.",{"_30":7716,"_16":277,"_278":7717,"_146":3974},"af3d654bab0a3",[],{"_30":7719,"_16":277,"_278":7720,"_146":7722},"af3d654bab0a4",[7721],"78caea64b61cfa65c27d349ee8ae7a64","I desperately wish we had done that.",{"_30":7724,"_16":277,"_278":7725,"_146":3974},"af3d654bab0a5",[],{"_30":7727,"_16":277,"_278":7728,"_146":7730},"af3d654bab0a6",[7729],"44792e9bf7f721c59f023eebe765acbf","And giving ourselves the abilities to throttle growth",{"_30":7732,"_16":277,"_278":7733,"_146":3974},"af3d654bab0a7",[],{"_30":7735,"_16":277,"_278":7736,"_146":7738},"af3d654bab0a8",[7737],"4a5e020d5aeab93d161850797a5da8d0","if it had the potential to overwhelm us.",[7740,7742,7744,7746,7748],{"_30":7705,"_16":4053,"_4054":7741},"00:16:13.780",{"_30":7713,"_16":4053,"_4054":7743},"00:16:15.440",{"_30":7721,"_16":4053,"_4054":7745},"00:16:17.633",{"_30":7729,"_16":4053,"_4054":7747},"00:16:20.641",{"_30":7737,"_16":4053,"_4054":7749},"00:16:24.479",{"_30":7751,"_16":272,"_273":7752,"_281":7798,"_283":284},"d1d0604e2320",[7753,7758,7761,7766,7769,7774,7777,7782,7785,7790,7793],{"_30":7754,"_16":277,"_278":7755,"_146":7757},"d1d0604e23200",[7756],"dca4fef16c303c53612b8ba5d99079cb","So, triage.",{"_30":7759,"_16":277,"_278":7760,"_146":3974},"d1d0604e23201",[],{"_30":7762,"_16":277,"_278":7763,"_146":7765},"d1d0604e23202",[7764],"cec4535bdc117f208e1e08561ee741da","What we do, and this works for us",{"_30":7767,"_16":277,"_278":7768,"_146":3974},"d1d0604e23203",[],{"_30":7770,"_16":277,"_278":7771,"_146":7773},"d1d0604e23204",[7772],"52fe772412ff6faa0f339e6db2b3665e","and it may not work for you,",{"_30":7775,"_16":277,"_278":7776,"_146":3974},"d1d0604e23205",[],{"_30":7778,"_16":277,"_278":7779,"_146":7781},"d1d0604e23206",[7780],"d94bf88359871a68116d87bdde043f66","is every time something comes in",{"_30":7783,"_16":277,"_278":7784,"_146":3974},"d1d0604e23207",[],{"_30":7786,"_16":277,"_278":7787,"_146":7789},"d1d0604e23208",[7788],"e8cab50e4fce84d396bb79a4dd9944e9","we categorize it as one of these things.",{"_30":7791,"_16":277,"_278":7792,"_146":3974},"d1d0604e23209",[],{"_30":7794,"_16":277,"_278":7795,"_146":7797},"d1d0604e232010",[7796],"bc1e7b7bd25dcb1603a383f3ed8e2ba8","It's either a problem, it's a question, it's feedback, or it's a feature request.",[7799,7801,7803,7805,7807,7809],{"_30":7756,"_16":4053,"_4054":7800},"00:16:27.211",{"_30":7764,"_16":4053,"_4054":7802},"00:16:30.350",{"_30":7772,"_16":4053,"_4054":7804},"00:16:31.811",{"_30":7780,"_16":4053,"_4054":7806},"00:16:33.436",{"_30":7788,"_16":4053,"_4054":7808},"00:16:35.150",{"_30":7796,"_16":4053,"_4054":7810},"00:16:37.239",{"_30":7812,"_16":272,"_273":7813,"_281":7867,"_283":284},"869a296245c9",[7814,7819,7822,7827,7830,7835,7838,7843,7846,7851,7854,7859,7862],{"_30":7815,"_16":277,"_278":7816,"_146":7818},"869a296245c90",[7817],"4f129d1c7f65314dd2c3b96896a6f24f","The thing here is that when you offer support,",{"_30":7820,"_16":277,"_278":7821,"_146":3974},"869a296245c91",[],{"_30":7823,"_16":277,"_278":7824,"_146":7826},"869a296245c92",[7825],"35294d0023dadcde5f0a089504bd301b","you are providing yourself as",{"_30":7828,"_16":277,"_278":7829,"_146":3974},"869a296245c93",[],{"_30":7831,"_16":277,"_278":7832,"_146":7834},"869a296245c94",[7833],"e9063223816c23eab1ac2e0d53f95fbf","an empathetic ear for another human being.",{"_30":7836,"_16":277,"_278":7837,"_146":3974},"869a296245c95",[],{"_30":7839,"_16":277,"_278":7840,"_146":7842},"869a296245c96",[7841],"fd0ab88ed3631e0bd4098a108b8aab46","This isn't just about, you know,",{"_30":7844,"_16":277,"_278":7845,"_146":3974},"869a296245c97",[],{"_30":7847,"_16":277,"_278":7848,"_146":7850},"869a296245c98",[7849],"bdd7f08366cd1a0f5d050fa1eb036113","\"Oh, I am having problems with your product,\"",{"_30":7852,"_16":277,"_278":7853,"_146":3974},"869a296245c99",[],{"_30":7855,"_16":277,"_278":7856,"_146":7858},"869a296245c910",[7857],"a587d4465851d8abc6f3284370e36b3a","and you're not the person being like,",{"_30":7860,"_16":277,"_278":7861,"_146":3974},"869a296245c911",[],{"_30":7863,"_16":277,"_278":7864,"_146":7866},"869a296245c912",[7865],"4f2a07e26d1a9230042a902ad86b6018","\"Let me help you.\"",[7868,7870,7872,7874,7876,7878,7880],{"_30":7817,"_16":4053,"_4054":7869},"00:16:44.069",{"_30":7825,"_16":4053,"_4054":7871},"00:16:46.743",{"_30":7833,"_16":4053,"_4054":7873},"00:16:49.177",{"_30":7841,"_16":4053,"_4054":7875},"00:16:51.443",{"_30":7849,"_16":4053,"_4054":7877},"00:16:53.875",{"_30":7857,"_16":4053,"_4054":7879},"00:16:56.730",{"_30":7865,"_16":4053,"_4054":7881},"00:16:57.743",{"_30":7883,"_16":272,"_273":7884,"_281":7970,"_283":284},"60cd999e34bc",[7885,7890,7893,7898,7901,7906,7909,7914,7917,7922,7925,7930,7933,7938,7941,7946,7949,7954,7957,7962,7965],{"_30":7886,"_16":277,"_278":7887,"_146":7889},"60cd999e34bc0",[7888],"42a27ea40254a5532c9faec667e3ecdc","Somebody needs your help.",{"_30":7891,"_16":277,"_278":7892,"_146":3974},"60cd999e34bc1",[],{"_30":7894,"_16":277,"_278":7895,"_146":7897},"60cd999e34bc2",[7896],"9416027d0ca418aca501994ffb8deb0b","You are helping them in some way.",{"_30":7899,"_16":277,"_278":7900,"_146":3974},"60cd999e34bc3",[],{"_30":7902,"_16":277,"_278":7903,"_146":7905},"60cd999e34bc4",[7904],"2835486cd6d5e2e491dac6b8ac53b2b2","And you are having a very fundamental human",{"_30":7907,"_16":277,"_278":7908,"_146":3974},"60cd999e34bc5",[],{"_30":7910,"_16":277,"_278":7911,"_146":7913},"60cd999e34bc6",[7912],"bdaade85c3b6a8de388c70633f5bd48f","interaction at that point.",{"_30":7915,"_16":277,"_278":7916,"_146":3974},"60cd999e34bc7",[],{"_30":7918,"_16":277,"_278":7919,"_146":7921},"60cd999e34bc8",[7920],"5f60a97b73fe7ecef3501be403509b5d","So when we triage, we take a step back,",{"_30":7923,"_16":277,"_278":7924,"_146":3974},"60cd999e34bc9",[],{"_30":7926,"_16":277,"_278":7927,"_146":7929},"60cd999e34bc10",[7928],"37b70a793178983e33a85f85c0131e14","and it's not \"How do I feel about this?",{"_30":7931,"_16":277,"_278":7932,"_146":3974},"60cd999e34bc11",[],{"_30":7934,"_16":277,"_278":7935,"_146":7937},"60cd999e34bc12",[7936],"c6d88f93b468ea3a2caa18a7532baf68","Do I know that this is a problem?",{"_30":7939,"_16":277,"_278":7940,"_146":3974},"60cd999e34bc13",[],{"_30":7942,"_16":277,"_278":7943,"_146":7945},"60cd999e34bc14",[7944],"d317e107e3e8a8cf6c7b06b7d3492d10","Do I think this is a future request?\"",{"_30":7947,"_16":277,"_278":7948,"_146":3974},"60cd999e34bc15",[],{"_30":7950,"_16":277,"_278":7951,"_146":7953},"60cd999e34bc16",[7952],"4368c80e29086e825d7a9078e118c5ec","but, \"How does the person who emailed us feel about it?",{"_30":7955,"_16":277,"_278":7956,"_146":3974},"60cd999e34bc17",[],{"_30":7958,"_16":277,"_278":7959,"_146":7961},"60cd999e34bc18",[7960],"65b5da63f12c7bab2cbd5bbd493fe94e","What are they thinking?",{"_30":7963,"_16":277,"_278":7964,"_146":3974},"60cd999e34bc19",[],{"_30":7966,"_16":277,"_278":7967,"_146":7969},"60cd999e34bc20",[7968],"9f1aeaec7428d37397fb5427726d3a1f","What's the answer that they need from us?\"",[7971,7973,7975,7977,7979,7981,7983,7985,7987,7989,7991],{"_30":7888,"_16":4053,"_4054":7972},"00:16:59.100",{"_30":7896,"_16":4053,"_4054":7974},"00:17:00.274",{"_30":7904,"_16":4053,"_4054":7976},"00:17:02.350",{"_30":7912,"_16":4053,"_4054":7978},"00:17:05.980",{"_30":7920,"_16":4053,"_4054":7980},"00:17:07.470",{"_30":7928,"_16":4053,"_4054":7982},"00:17:09.741",{"_30":7936,"_16":4053,"_4054":7984},"00:17:13.234",{"_30":7944,"_16":4053,"_4054":7986},"00:17:14.746",{"_30":7952,"_16":4053,"_4054":7988},"00:17:16.341",{"_30":7960,"_16":4053,"_4054":7990},"00:17:19.146",{"_30":7968,"_16":4053,"_4054":7992},"00:17:20.179",{"_30":7994,"_16":272,"_273":7995,"_281":8049,"_283":284},"4cc95b04bafa",[7996,8001,8004,8009,8012,8017,8020,8025,8028,8033,8036,8041,8044],{"_30":7997,"_16":277,"_278":7998,"_146":8000},"4cc95b04bafa0",[7999],"438793a2409396de4187ccb2383e91e8","It's like, why did they take time out of",{"_30":8002,"_16":277,"_278":8003,"_146":3974},"4cc95b04bafa1",[],{"_30":8005,"_16":277,"_278":8006,"_146":8008},"4cc95b04bafa2",[8007],"214c27b90e935b5f8c3275e020796e59","their actual lives, as an actual human,",{"_30":8010,"_16":277,"_278":8011,"_146":3974},"4cc95b04bafa3",[],{"_30":8013,"_16":277,"_278":8014,"_146":8016},"4cc95b04bafa4",[8015],"bbcd50958d7f87666bdab8086d90afa5","who has actual things to do, to write this to us?",{"_30":8018,"_16":277,"_278":8019,"_146":3974},"4cc95b04bafa5",[],{"_30":8021,"_16":277,"_278":8022,"_146":8024},"4cc95b04bafa6",[8023],"6344b5885b0206a3f20a2191e3585fe7","Because everybody has a reason.",{"_30":8026,"_16":277,"_278":8027,"_146":3974},"4cc95b04bafa7",[],{"_30":8029,"_16":277,"_278":8030,"_146":8032},"4cc95b04bafa8",[8031],"28716418965185a5a9ca9dbe79f712a5","And the fact that people take time out of",{"_30":8034,"_16":277,"_278":8035,"_146":3974},"4cc95b04bafa9",[],{"_30":8037,"_16":277,"_278":8038,"_146":8040},"4cc95b04bafa10",[8039],"551ce8c987b3e5b01be1fb16da26fb09","their actual real lives to do this matters to us.",{"_30":8042,"_16":277,"_278":8043,"_146":3974},"4cc95b04bafa11",[],{"_30":8045,"_16":277,"_278":8046,"_146":8048},"4cc95b04bafa12",[8047],"06d1a8e4c805ca1ae941bc9b7340e7f9","It matters a ton.",[8050,8052,8054,8056,8058,8060,8062],{"_30":7999,"_16":4053,"_4054":8051},"00:17:22.266",{"_30":8007,"_16":4053,"_4054":8053},"00:17:24.770",{"_30":8015,"_16":4053,"_4054":8055},"00:17:27.104",{"_30":8023,"_16":4053,"_4054":8057},"00:17:31.700",{"_30":8031,"_16":4053,"_4054":8059},"00:17:33.840",{"_30":8039,"_16":4053,"_4054":8061},"00:17:36.135",{"_30":8047,"_16":4053,"_4054":8063},"00:17:39.780",{"_30":8065,"_16":272,"_273":8066,"_281":8112,"_283":284},"bf436a3b8468",[8067,8072,8075,8080,8083,8088,8091,8096,8099,8104,8107],{"_30":8068,"_16":277,"_278":8069,"_146":8071},"bf436a3b84680",[8070],"ceba7629b65fb010e0063993dd492c0d","So we want to treat everything that we get,",{"_30":8073,"_16":277,"_278":8074,"_146":3974},"bf436a3b84681",[],{"_30":8076,"_16":277,"_278":8077,"_146":8079},"bf436a3b84682",[8078],"9fdf9ed995fcc1917eda5b2e44f7b5e5","we want to reflect back the feeling",{"_30":8081,"_16":277,"_278":8082,"_146":3974},"bf436a3b84683",[],{"_30":8084,"_16":277,"_278":8085,"_146":8087},"bf436a3b84684",[8086],"31f1fcab5b4e2c6d97ba74c1f75d361a","with which it was sent to us.",{"_30":8089,"_16":277,"_278":8090,"_146":3974},"bf436a3b84685",[],{"_30":8092,"_16":277,"_278":8093,"_146":8095},"bf436a3b84686",[8094],"b687b74a4e39ec4c4e85b90db7b09d7e","And that kind of sounds hippie and weird,",{"_30":8097,"_16":277,"_278":8098,"_146":3974},"bf436a3b84687",[],{"_30":8100,"_16":277,"_278":8101,"_146":8103},"bf436a3b84688",[8102],"c1fb4f0dd13b685f1440c19bda725374","and I'm not a hippie, weird person, but it matters.",{"_30":8105,"_16":277,"_278":8106,"_146":3974},"bf436a3b84689",[],{"_30":8108,"_16":277,"_278":8109,"_146":8111},"bf436a3b846810",[8110],"7cc6c4fe09d8d26f2b62feb5d20e6292","We are all interacting here as humans.",[8113,8115,8117,8119,8121,8123],{"_30":8070,"_16":4053,"_4054":8114},"00:17:40.801",{"_30":8078,"_16":4053,"_4054":8116},"00:17:46.897",{"_30":8086,"_16":4053,"_4054":8118},"00:17:48.535",{"_30":8094,"_16":4053,"_4054":8120},"00:17:49.910",{"_30":8102,"_16":4053,"_4054":8122},"00:17:51.433",{"_30":8110,"_16":4053,"_4054":8124},"00:17:54.411",{"_30":8126,"_16":272,"_273":8127,"_281":8178,"_283":284},"538a57f11a89",[8128,8133,8136,8141,8144,8149,8152,8157,8160,8165,8168,8173],{"_30":8129,"_16":277,"_278":8130,"_146":8132},"538a57f11a890",[8131],"69b928765781adefc63a3031d0d098c4","So a quick example of that one,",{"_30":8134,"_16":277,"_278":8135,"_146":3974},"538a57f11a891",[],{"_30":8137,"_16":277,"_278":8138,"_146":8140},"538a57f11a892",[8139],"6a481a426ced1728e4b221ec9e71f0c7","we had a team that migrated to Slack from IRC",{"_30":8142,"_16":277,"_278":8143,"_146":3974},"538a57f11a893",[],{"_30":8145,"_16":277,"_278":8146,"_146":8148},"538a57f11a894",[8147],"9f85489e4a6d4d6a6386439450be99af","based on their CEO wanting to migrate,",{"_30":8150,"_16":277,"_278":8151,"_146":3974},"538a57f11a895",[],{"_30":8153,"_16":277,"_278":8154,"_146":8156},"538a57f11a896",[8155],"52870383b11dfc6471a5cd80657e21d9","and we immediately got several support requests,",{"_30":8158,"_16":277,"_278":8159,"_146":3974},"538a57f11a897",[],{"_30":8161,"_16":277,"_278":8162,"_146":8164},"538a57f11a898",[8163],"2f89f1370aa9d7b1b4b6909dd6593d95","\"Oh my god, Nick, it's broken.",{"_30":8166,"_16":277,"_278":8167,"_146":3974},"538a57f11a899",[],{"_30":8169,"_16":277,"_278":8170,"_146":8172},"538a57f11a8910",[8171],"06181b0d11124e72cd8ee94fa1e64461","You have to fix this. ",{"_30":8174,"_16":277,"_278":8175,"_146":8177},"538a57f11a8911",[8176],"c253073aa4f8c8138aa9dae32d6f2fd7","We have to use \"/nick\" to change it to \"john\" and \"johnafk\" and \"john on the phone.\"",[8179,8181,8183,8185,8187,8189,8191],{"_30":8131,"_16":4053,"_4054":8180},"00:17:57.596",{"_30":8139,"_16":4053,"_4054":8182},"00:18:00.145",{"_30":8147,"_16":4053,"_4054":8184},"00:18:03.253",{"_30":8155,"_16":4053,"_4054":8186},"00:18:05.473",{"_30":8163,"_16":4053,"_4054":8188},"00:18:08.657",{"_30":8171,"_16":4053,"_4054":8190},"00:18:10.526",{"_30":8176,"_16":4053,"_4054":8192},"00:18:11.917",{"_30":8194,"_16":272,"_273":8195,"_281":8251,"_283":284},"84acf3732e61",[8196,8201,8204,8209,8214,8217,8222,8227,8230,8235,8238,8243,8246],{"_30":8197,"_16":277,"_278":8198,"_146":8200},"84acf3732e610",[8199],"641f0d8987a1bb0e4d7fb3e739febd5a","They were used to using their nicknames",{"_30":8202,"_16":277,"_278":8203,"_146":3974},"84acf3732e611",[],{"_30":8205,"_16":277,"_278":8206,"_146":8208},"84acf3732e612",[8207],"0803627805a8a3a43bee3816519ae088","to communicate to one other what they were doing and",{"_30":8210,"_16":277,"_278":8211,"_146":8213},"84acf3732e613",[8212],"bcc29a1da84211622d26635e15f69e27"," they felt that it was a problem",{"_30":8215,"_16":277,"_278":8216,"_146":3974},"84acf3732e614",[],{"_30":8218,"_16":277,"_278":8219,"_146":8221},"84acf3732e615",[8220],"15b212d85c8bf6fb412c1202fea6ca3b","so we dealt with these as problems. ",{"_30":8223,"_16":277,"_278":8224,"_146":8226},"84acf3732e616",[8225],"9dc69125c18fd516868da9bc6452bb05","To us, it's a \"future request.\"",{"_30":8228,"_16":277,"_278":8229,"_146":3974},"84acf3732e617",[],{"_30":8231,"_16":277,"_278":8232,"_146":8234},"84acf3732e618",[8233],"a7a45b02f34c3dd1c52a11889c588a54","It's something that we explicitly don't support",{"_30":8236,"_16":277,"_278":8237,"_146":3974},"84acf3732e619",[],{"_30":8239,"_16":277,"_278":8240,"_146":8242},"84acf3732e6110",[8241],"62c2ac721f9b8de022f0ecc81790faad","for a lot of reasons.",{"_30":8244,"_16":277,"_278":8245,"_146":3974},"84acf3732e6111",[],{"_30":8247,"_16":277,"_278":8248,"_146":8250},"84acf3732e6112",[8249],"f58c48321393a553f4839164a6b62f2e","Names have a lot more weight in Slack than they do in IRC.",[8252,8254,8256,8258,8260,8262,8264,8266],{"_30":8199,"_16":4053,"_4054":8253},"00:18:17.902",{"_30":8207,"_16":4053,"_4054":8255},"00:18:19.947",{"_30":8212,"_16":4053,"_4054":8257},"00:18:22.830",{"_30":8220,"_16":4053,"_4054":8259},"00:18:24.737",{"_30":8225,"_16":4053,"_4054":8261},"00:18:26.700",{"_30":8233,"_16":4053,"_4054":8263},"00:18:29.977",{"_30":8241,"_16":4053,"_4054":8265},"00:18:33.674",{"_30":8249,"_16":4053,"_4054":8267},"00:18:35.209",{"_30":8269,"_16":272,"_273":8270,"_281":8337,"_283":284},"f307da2252cd",[8271,8276,8279,8284,8287,8292,8295,8300,8303,8308,8311,8316,8319,8324,8327,8332],{"_30":8272,"_16":277,"_278":8273,"_146":8275},"f307da2252cd0",[8274],"ba3c0a13656d670cf4846387ba5435da","But we still treated those as problems",{"_30":8277,"_16":277,"_278":8278,"_146":3974},"f307da2252cd1",[],{"_30":8280,"_16":277,"_278":8281,"_146":8283},"f307da2252cd2",[8282],"10e965f06964e5b24054bae507a87957","because the people on the other end",{"_30":8285,"_16":277,"_278":8286,"_146":3974},"f307da2252cd3",[],{"_30":8288,"_16":277,"_278":8289,"_146":8291},"f307da2252cd4",[8290],"e0e93c57449e50bc0156697ebacb6df5","were having genuine problems.",{"_30":8293,"_16":277,"_278":8294,"_146":3974},"f307da2252cd5",[],{"_30":8296,"_16":277,"_278":8297,"_146":8299},"f307da2252cd6",[8298],"bb4bbc2a044dbce0260e878683c7622f","And that was a tough one to deal with",{"_30":8301,"_16":277,"_278":8302,"_146":3974},"f307da2252cd7",[],{"_30":8304,"_16":277,"_278":8305,"_146":8307},"f307da2252cd8",[8306],"0b17420761d444cdaef827869ca3477d","because this is a different platform",{"_30":8309,"_16":277,"_278":8310,"_146":3974},"f307da2252cd9",[],{"_30":8312,"_16":277,"_278":8313,"_146":8315},"f307da2252cd10",[8314],"3a21b8da23f9a80289d7692b2fc62c05","and you hadn't necessarily bought in to this,",{"_30":8317,"_16":277,"_278":8318,"_146":3974},"f307da2252cd11",[],{"_30":8320,"_16":277,"_278":8321,"_146":8323},"f307da2252cd12",[8322],"6501374bdfb7fd17c3d4d3bd2c305814","someone else bought into this for you.",{"_30":8325,"_16":277,"_278":8326,"_146":3974},"f307da2252cd13",[],{"_30":8328,"_16":277,"_278":8329,"_146":8331},"f307da2252cd14",[8330],"ce1f78d6678c74e15744b0c3fea5465e","So let us explain to you why it is the way it is a",{"_30":8333,"_16":277,"_278":8334,"_146":8336},"f307da2252cd15",[8335],"897131e66e01afcb31c6917e2d6e1510","nd let's help you find ways to address this need otherwise.",[8338,8340,8342,8344,8346,8348,8350,8352,8354],{"_30":8274,"_16":4053,"_4054":8339},"00:18:38.370",{"_30":8282,"_16":4053,"_4054":8341},"00:18:41.390",{"_30":8290,"_16":4053,"_4054":8343},"00:18:42.944",{"_30":8298,"_16":4053,"_4054":8345},"00:18:45.469",{"_30":8306,"_16":4053,"_4054":8347},"00:18:47.139",{"_30":8314,"_16":4053,"_4054":8349},"00:18:49.307",{"_30":8322,"_16":4053,"_4054":8351},"00:18:53.307",{"_30":8330,"_16":4053,"_4054":8353},"00:18:55.330",{"_30":8335,"_16":4053,"_4054":8355},"00:18:58.433",{"_30":8357,"_16":272,"_273":8358,"_281":8408,"_283":284},"e14e9760b4cf",[8359,8364,8369,8372,8377,8380,8385,8390,8395,8398,8403],{"_30":8360,"_16":277,"_278":8361,"_146":8363},"e14e9760b4cf0",[8362],"44f8ddc3e032ad95587f6c04e6ae78f1","Some of these can be difficult, b",{"_30":8365,"_16":277,"_278":8366,"_146":8368},"e14e9760b4cf1",[8367],"a9ade1ed7382000efdd391b350c77776","ut by triaging them, we make sure that",{"_30":8370,"_16":277,"_278":8371,"_146":3974},"e14e9760b4cf2",[],{"_30":8373,"_16":277,"_278":8374,"_146":8376},"e14e9760b4cf3",[8375],"6a9fc6d3a7991634525d15c5c73ece63","we all collectively have an understanding of",{"_30":8378,"_16":277,"_278":8379,"_146":3974},"e14e9760b4cf4",[],{"_30":8381,"_16":277,"_278":8382,"_146":8384},"e14e9760b4cf5",[8383],"1d21176e90822636dbc3007084457640","how people feel when they write us; w",{"_30":8386,"_16":277,"_278":8387,"_146":8389},"e14e9760b4cf6",[8388],"220572130b63981e43888e9cfbb0dea5","hat kind of answer they should expect to get, h",{"_30":8391,"_16":277,"_278":8392,"_146":8394},"e14e9760b4cf7",[8393],"779a8b325cf02eaeab488c4bd7348c9f","ow quickly they will expect to get an answer from us,",{"_30":8396,"_16":277,"_278":8397,"_146":3974},"e14e9760b4cf8",[],{"_30":8399,"_16":277,"_278":8400,"_146":8402},"e14e9760b4cf9",[8401],"ed1d3132729bcfc6b0d08a5ce65eab2d","and I'll show this in a minute, w",{"_30":8404,"_16":277,"_278":8405,"_146":8407},"e14e9760b4cf10",[8406],"20b1ec2f605b6c70c57844271d0218df","e have some data too.",[8409,8411,8413,8415,8417,8419,8421,8423],{"_30":8362,"_16":4053,"_4054":8410},"00:19:04.294",{"_30":8367,"_16":4053,"_4054":8412},"00:19:06.024",{"_30":8375,"_16":4053,"_4054":8414},"00:19:09.172",{"_30":8383,"_16":4053,"_4054":8416},"00:19:11.542",{"_30":8388,"_16":4053,"_4054":8418},"00:19:13.807",{"_30":8393,"_16":4053,"_4054":8420},"00:19:16.360",{"_30":8401,"_16":4053,"_4054":8422},"00:19:19.938",{"_30":8406,"_16":4053,"_4054":8424},"00:19:22.276",{"_30":8426,"_16":272,"_273":8427,"_281":8493,"_283":284},"eef373b70d2f",[8428,8433,8436,8441,8446,8449,8454,8457,8462,8465,8470,8475,8478,8483,8488],{"_30":8429,"_16":277,"_278":8430,"_146":8432},"eef373b70d2f0",[8431],"a85b47af966484eb4ad3b953944dda54","Then this next little deeder down here,",{"_30":8434,"_16":277,"_278":8435,"_146":3974},"eef373b70d2f1",[],{"_30":8437,"_16":277,"_278":8438,"_146":8440},"eef373b70d2f2",[8439],"cb28b9e4de0cf852e83a378740f3646d","the \"about field,\" this is a dropdown in Zendesk a",{"_30":8442,"_16":277,"_278":8443,"_146":8445},"eef373b70d2f3",[8444],"d8d037cc6284438c2a9c514baac8636b","nd it has really, really top level stuff for Slack.",{"_30":8447,"_16":277,"_278":8448,"_146":3974},"eef373b70d2f4",[],{"_30":8450,"_16":277,"_278":8451,"_146":8453},"eef373b70d2f5",[8452],"c0a28747cc4c1fe112524e8fd92fd78d","Like, \"notifications\" is a category,",{"_30":8455,"_16":277,"_278":8456,"_146":3974},"eef373b70d2f6",[],{"_30":8458,"_16":277,"_278":8459,"_146":8461},"eef373b70d2f7",[8460],"b195628408ee43e367212c52650f1704","and \"email\" is a category,",{"_30":8463,"_16":277,"_278":8464,"_146":3974},"eef373b70d2f8",[],{"_30":8466,"_16":277,"_278":8467,"_146":8469},"eef373b70d2f9",[8468],"5a50af5bdc176578caa0ccd95e9af9c4","and \"messages\" is a category a",{"_30":8471,"_16":277,"_278":8472,"_146":8474},"eef373b70d2f10",[8473],"ff7b8a85455b884adc62b374c165859f","nd it's designed to be extremely",{"_30":8476,"_16":277,"_278":8477,"_146":3974},"eef373b70d2f11",[],{"_30":8479,"_16":277,"_278":8480,"_146":8482},"eef373b70d2f12",[8481],"54fe461366cc1beaaa451bee00af0869","short and easy to figure out, l",{"_30":8484,"_16":277,"_278":8485,"_146":8487},"eef373b70d2f13",[8486],"9bc20cf5fb73f718999b15b76e496163","ike, what is this ticket about? A",{"_30":8489,"_16":277,"_278":8490,"_146":8492},"eef373b70d2f14",[8491],"c7d72b12be9a166c1d63ddd6f0c6c4f6","nd put it in there.",[8494,8496,8498,8500,8502,8504,8506,8508,8510,8512],{"_30":8431,"_16":4053,"_4054":8495},"00:19:24.509",{"_30":8439,"_16":4053,"_4054":8497},"00:19:27.300",{"_30":8444,"_16":4053,"_4054":8499},"00:19:30.808",{"_30":8452,"_16":4053,"_4054":8501},"00:19:33.945",{"_30":8460,"_16":4053,"_4054":8503},"00:19:36.332",{"_30":8468,"_16":4053,"_4054":8505},"00:19:38.843",{"_30":8473,"_16":4053,"_4054":8507},"00:19:41.700",{"_30":8481,"_16":4053,"_4054":8509},"00:19:45.130",{"_30":8486,"_16":4053,"_4054":8511},"00:19:47.375",{"_30":8491,"_16":4053,"_4054":8513},"00:19:49.233",{"_30":8515,"_16":272,"_273":8516,"_281":8548,"_283":284},"0d104cbddb21",[8517,8522,8527,8532,8535,8540,8543],{"_30":8518,"_16":277,"_278":8519,"_146":8521},"0d104cbddb210",[8520],"d7e9548598a19c2b8b3efefb48dbd15c","We haven't been doing this for long, maybe a month a",{"_30":8523,"_16":277,"_278":8524,"_146":8526},"0d104cbddb211",[8525],"fc54a48ad277b9ac01da4350db08d386","nd I have made plans for crunching data on it, b",{"_30":8528,"_16":277,"_278":8529,"_146":8531},"0d104cbddb212",[8530],"fb5218041b88d55fe9f1024d67a0b83d","ut right now it's just kind of another field that we're using.",{"_30":8533,"_16":277,"_278":8534,"_146":3974},"0d104cbddb213",[],{"_30":8536,"_16":277,"_278":8537,"_146":8539},"0d104cbddb214",[8538],"08908f4a29ac661e12d39d5a5a87ed3d","I can come back in six months",{"_30":8541,"_16":277,"_278":8542,"_146":3974},"0d104cbddb215",[],{"_30":8544,"_16":277,"_278":8545,"_146":8547},"0d104cbddb216",[8546],"2558fcadd3cfb922327b3fa12f30ea28","and say whether it was useful or not.",[8549,8551,8553,8555,8557],{"_30":8520,"_16":4053,"_4054":8550},"00:19:50.667",{"_30":8525,"_16":4053,"_4054":8552},"00:19:52.542",{"_30":8530,"_16":4053,"_4054":8554},"00:19:55.474",{"_30":8538,"_16":4053,"_4054":8556},"00:19:58.672",{"_30":8546,"_16":4053,"_4054":8558},"00:20:00.672",{"_30":8560,"_16":272,"_273":8561,"_281":8572,"_283":284},"4480662c019a",[8562,8567],{"_30":8563,"_16":277,"_278":8564,"_146":8566},"4480662c019a0",[8565],"afbc1d1eb74273665518073258543130","So, back to choosing a support tool",{"_30":8568,"_16":277,"_278":8569,"_146":8571},"4480662c019a1",[8570],"4da2231f07f1d0a4341c6b8acda4dc55","that can handle your growth.",[8573,8575],{"_30":8565,"_16":4053,"_4054":8574},"00:20:03.570",{"_30":8570,"_16":4053,"_4054":8576},"00:20:05.939",{"_30":8578,"_16":272,"_273":8579,"_281":8617,"_283":284},"5fff9b3c24dd",[8580,8585,8588,8593,8596,8601,8604,8609,8612],{"_30":8581,"_16":277,"_278":8582,"_146":8584},"5fff9b3c24dd0",[8583],"33a4f38f397d2dffc683dcd8b90bff84","I believe, after this experience,",{"_30":8586,"_16":277,"_278":8587,"_146":3974},"5fff9b3c24dd1",[],{"_30":8589,"_16":277,"_278":8590,"_146":8592},"5fff9b3c24dd2",[8591],"3204812178b2fe95d2d9fc03519ff7ea","that this is one of the ways in which you can",{"_30":8594,"_16":277,"_278":8595,"_146":3974},"5fff9b3c24dd3",[],{"_30":8597,"_16":277,"_278":8598,"_146":8600},"5fff9b3c24dd4",[8599],"b5f2475718e5c6b6ba9a1f690107977e","do yourself the biggest favor.",{"_30":8602,"_16":277,"_278":8603,"_146":3974},"5fff9b3c24dd5",[],{"_30":8605,"_16":277,"_278":8606,"_146":8608},"5fff9b3c24dd6",[8607],"3c5a47d28c52689c8ab9c953c58d5514","The good support tools are not that much more expensive",{"_30":8610,"_16":277,"_278":8611,"_146":3974},"5fff9b3c24dd7",[],{"_30":8613,"_16":277,"_278":8614,"_146":8616},"5fff9b3c24dd8",[8615],"15bbdad618225a297864c43c6e66dc73","in absolute terms from the cheaper ones.",[8618,8620,8622,8624,8626],{"_30":8583,"_16":4053,"_4054":8619},"00:20:09.715",{"_30":8591,"_16":4053,"_4054":8621},"00:20:11.768",{"_30":8599,"_16":4053,"_4054":8623},"00:20:13.739",{"_30":8607,"_16":4053,"_4054":8625},"00:20:15.612",{"_30":8615,"_16":4053,"_4054":8627},"00:20:20.839",{"_30":8629,"_16":272,"_273":8630,"_281":8652,"_283":1222},"3a00caf5de61",[8631,8636,8639,8644,8647],{"_30":8632,"_16":277,"_278":8633,"_146":8635},"3a00caf5de610",[8634],"96f211597696591e5095eabbf7940aef","If you choose a tool that you can grow in to,",{"_30":8637,"_16":277,"_278":8638,"_146":3974},"3a00caf5de611",[],{"_30":8640,"_16":277,"_278":8641,"_146":8643},"3a00caf5de612",[8642],"4a3905f8f206fa749b953958ff4065fa","you don't hit a barrier at the very moment",{"_30":8645,"_16":277,"_278":8646,"_146":3974},"3a00caf5de613",[],{"_30":8648,"_16":277,"_278":8649,"_146":8651},"3a00caf5de614",[8650],"833fcf85a0e5906727f231b452dae070","that you need your support tool to shine.",[8653,8655,8657],{"_30":8634,"_16":4053,"_4054":8654},"00:20:24.442",{"_30":8642,"_16":4053,"_4054":8656},"00:20:27.969",{"_30":8650,"_16":4053,"_4054":8658},"00:20:30.890",{"_30":8660,"_16":272,"_273":8661,"_281":8712,"_283":284},"8bfee307ca78",[8662,8667,8670,8675,8678,8683,8686,8691,8694,8699,8702,8707],{"_30":8663,"_16":277,"_278":8664,"_146":8666},"8bfee307ca780",[8665],"a84d79958bfa1ba5bfb21ca149142b51","And that was really, really hard for us.",{"_30":8668,"_16":277,"_278":8669,"_146":3974},"8bfee307ca781",[],{"_30":8671,"_16":277,"_278":8672,"_146":8674},"8bfee307ca782",[8673],"d16cf0fa380bacfa802e419d00391c7c","We hit our twentieth growth moment,",{"_30":8676,"_16":277,"_278":8677,"_146":3974},"8bfee307ca783",[],{"_30":8679,"_16":277,"_278":8680,"_146":8682},"8bfee307ca784",[8681],"8e0ef61857fcdae509be144b5e1d1911","and I had no way to manage it.",{"_30":8684,"_16":277,"_278":8685,"_146":3974},"8bfee307ca785",[],{"_30":8687,"_16":277,"_278":8688,"_146":8690},"8bfee307ca786",[8689],"63c04bb2e2795fa61af47a80f82575fa","It was hacks like, well if we use these tags",{"_30":8692,"_16":277,"_278":8693,"_146":3974},"8bfee307ca787",[],{"_30":8695,"_16":277,"_278":8696,"_146":8698},"8bfee307ca788",[8697],"c879ef29031718f110f6e123ea029e96","and use this automation, and then we share this list,",{"_30":8700,"_16":277,"_278":8701,"_146":3974},"8bfee307ca789",[],{"_30":8703,"_16":277,"_278":8704,"_146":8706},"8bfee307ca7810",[8705],"cf529e340fe15050199c1f9be5cdc061","then we can handle these things this way, b",{"_30":8708,"_16":277,"_278":8709,"_146":8711},"8bfee307ca7811",[8710],"db1b4d07ff2db60e5ddd941624c26c01","ut it sucked.",[8713,8715,8717,8719,8721,8723,8725],{"_30":8665,"_16":4053,"_4054":8714},"00:20:33.700",{"_30":8673,"_16":4053,"_4054":8716},"00:20:35.300",{"_30":8681,"_16":4053,"_4054":8718},"00:20:37.905",{"_30":8689,"_16":4053,"_4054":8720},"00:20:42.104",{"_30":8697,"_16":4053,"_4054":8722},"00:20:45.646",{"_30":8705,"_16":4053,"_4054":8724},"00:20:48.344",{"_30":8710,"_16":4053,"_4054":8726},"00:20:50.775",{"_30":8728,"_16":272,"_273":8729,"_281":8788,"_283":284},"dac0a092a62e",[8730,8735,8738,8743,8746,8751,8754,8759,8762,8767,8772,8775,8780,8783],{"_30":8731,"_16":277,"_278":8732,"_146":8734},"dac0a092a62e0",[8733],"96066857062024b6f1bf3646b849a65e","This is not how we wanted to manage support.",{"_30":8736,"_16":277,"_278":8737,"_146":3974},"dac0a092a62e1",[],{"_30":8739,"_16":277,"_278":8740,"_146":8742},"dac0a092a62e2",[8741],"1e29929e4f213c496406c7dc7dad77a4","We were dropping things.",{"_30":8744,"_16":277,"_278":8745,"_146":3974},"dac0a092a62e3",[],{"_30":8747,"_16":277,"_278":8748,"_146":8750},"dac0a092a62e4",[8749],"5342ce712ed0f700dca1f8101263dcf5","We didn't know how long it was taking to reply to people.",{"_30":8752,"_16":277,"_278":8753,"_146":3974},"dac0a092a62e5",[],{"_30":8755,"_16":277,"_278":8756,"_146":8758},"dac0a092a62e6",[8757],"66bde35230ef5bf1c2b2c8c0a7eb917a","We were missing replies when they came in.",{"_30":8760,"_16":277,"_278":8761,"_146":3974},"dac0a092a62e7",[],{"_30":8763,"_16":277,"_278":8764,"_146":8766},"dac0a092a62e8",[8765],"a2fc249ff15d0f9ceeb4147ddda10f3a","It was just terrible a",{"_30":8768,"_16":277,"_278":8769,"_146":8771},"dac0a092a62e9",[8770],"457245fcec5e8f87569d4ae62727406f","nd had we just spent money on",{"_30":8773,"_16":277,"_278":8774,"_146":3974},"dac0a092a62e10",[],{"_30":8776,"_16":277,"_278":8777,"_146":8779},"dac0a092a62e11",[8778],"e69f4c14f200f37cdbd8caac16a579fe","the more expensive thing at the outset,",{"_30":8781,"_16":277,"_278":8782,"_146":3974},"dac0a092a62e12",[],{"_30":8784,"_16":277,"_278":8785,"_146":8787},"dac0a092a62e13",[8786],"2956e4fa43113a9206b15588fe5bc784","it would've saved us a ton of time.",[8789,8791,8793,8795,8797,8799,8801,8803],{"_30":8733,"_16":4053,"_4054":8790},"00:20:52.440",{"_30":8741,"_16":4053,"_4054":8792},"00:20:54.411",{"_30":8749,"_16":4053,"_4054":8794},"00:20:55.472",{"_30":8757,"_16":4053,"_4054":8796},"00:20:57.547",{"_30":8765,"_16":4053,"_4054":8798},"00:20:59.109",{"_30":8770,"_16":4053,"_4054":8800},"00:21:01.945",{"_30":8778,"_16":4053,"_4054":8802},"00:21:04.912",{"_30":8786,"_16":4053,"_4054":8804},"00:21:06.766",{"_30":8806,"_16":272,"_273":8807,"_281":8837,"_283":1222},"8507721de4ea",[8808,8813,8816,8821,8824,8829,8832],{"_30":8809,"_16":277,"_278":8810,"_146":8812},"8507721de4ea0",[8811],"b2aaf8e6ff360def1ce08c5205b5d739","So the next one.",{"_30":8814,"_16":277,"_278":8815,"_146":3974},"8507721de4ea1",[],{"_30":8817,"_16":277,"_278":8818,"_146":8820},"8507721de4ea2",[8819],"746b051f7e951b25ac5afbae9cd04585","This one was super, super useful to us.",{"_30":8822,"_16":277,"_278":8823,"_146":3974},"8507721de4ea3",[],{"_30":8825,"_16":277,"_278":8826,"_146":8828},"8507721de4ea4",[8827],"26e6e7797310f1e36173fa555704c7aa","Give yourself the ability",{"_30":8830,"_16":277,"_278":8831,"_146":3974},"8507721de4ea5",[],{"_30":8833,"_16":277,"_278":8834,"_146":8836},"8507721de4ea6",[8835],"a7219f7448a9db916cffa3efdc41da60","to throttle during your growth periods.",[8838,8840,8842,8844],{"_30":8811,"_16":4053,"_4054":8839},"00:21:11.120",{"_30":8819,"_16":4053,"_4054":8841},"00:21:12.101",{"_30":8827,"_16":4053,"_4054":8843},"00:21:14.472",{"_30":8835,"_16":4053,"_4054":8845},"00:21:16.330",{"_30":8847,"_16":272,"_273":8848,"_281":8907,"_283":284},"bf21880fe11a",[8849,8854,8857,8862,8865,8870,8875,8878,8883,8886,8891,8894,8899,8902],{"_30":8850,"_16":277,"_278":8851,"_146":8853},"bf21880fe11a0",[8852],"b9cf393b11b5409865ee5abdd0c8a278","And what we realized early on from that crazy chart",{"_30":8855,"_16":277,"_278":8856,"_146":3974},"bf21880fe11a1",[],{"_30":8858,"_16":277,"_278":8859,"_146":8861},"bf21880fe11a2",[8860],"20ed63e19dc0e4a18b653cc4c9108ac1","is that people had their greatest support need",{"_30":8863,"_16":277,"_278":8864,"_146":3974},"bf21880fe11a3",[],{"_30":8866,"_16":277,"_278":8867,"_146":8869},"bf21880fe11a4",[8868],"e4ff91428d9f19669d4df1f32672a134","in their first 30 days of using Slack, a",{"_30":8871,"_16":277,"_278":8872,"_146":8874},"bf21880fe11a5",[8873],"56768088f505a997ae3100f571eed275","nd that is something that has sustained itself.",{"_30":8876,"_16":277,"_278":8877,"_146":3974},"bf21880fe11a6",[],{"_30":8879,"_16":277,"_278":8880,"_146":8882},"bf21880fe11a7",[8881],"c7b9c86832c47eea3ac62cd2202bddec","I just recently ran some numbers and 60 percent",{"_30":8884,"_16":277,"_278":8885,"_146":3974},"bf21880fe11a8",[],{"_30":8887,"_16":277,"_278":8888,"_146":8890},"bf21880fe11a9",[8889],"00ba9dd53f96d0dd576ca6b2daab1891","of our tickets come from people that are within",{"_30":8892,"_16":277,"_278":8893,"_146":3974},"bf21880fe11a10",[],{"_30":8895,"_16":277,"_278":8896,"_146":8898},"bf21880fe11a11",[8897],"542cf982e863f329810db1d2b5cd5555","their first 30 days of using Slack.",{"_30":8900,"_16":277,"_278":8901,"_146":3974},"bf21880fe11a12",[],{"_30":8903,"_16":277,"_278":8904,"_146":8906},"bf21880fe11a13",[8905],"a1d6be617f05a011b6c6bb384cba8dce","35 percent are within their first seven days.",[8908,8910,8912,8914,8916,8918,8920,8922],{"_30":8852,"_16":4053,"_4054":8909},"00:21:18.466",{"_30":8860,"_16":4053,"_4054":8911},"00:21:22.100",{"_30":8868,"_16":4053,"_4054":8913},"00:21:26.610",{"_30":8873,"_16":4053,"_4054":8915},"00:21:30.245",{"_30":8881,"_16":4053,"_4054":8917},"00:21:32.367",{"_30":8889,"_16":4053,"_4054":8919},"00:21:36.533",{"_30":8897,"_16":4053,"_4054":8921},"00:21:38.406",{"_30":8905,"_16":4053,"_4054":8923},"00:21:40.479",{"_30":8925,"_16":272,"_273":8926,"_281":8956,"_283":284},"9092170d6be8",[8927,8932,8935,8940,8943,8948,8951],{"_30":8928,"_16":277,"_278":8929,"_146":8931},"9092170d6be80",[8930],"de1d424c3dca856dd71a4d5ca56f484e","So, when we know that we are on-boarding people rapidly,",{"_30":8933,"_16":277,"_278":8934,"_146":3974},"9092170d6be81",[],{"_30":8936,"_16":277,"_278":8937,"_146":8939},"9092170d6be82",[8938],"c9c04526b23d49c92c221e2430e46e53","we know that our support queue is going to explode.",{"_30":8941,"_16":277,"_278":8942,"_146":3974},"9092170d6be83",[],{"_30":8944,"_16":277,"_278":8945,"_146":8947},"9092170d6be84",[8946],"1cd014506496346b51024a9bce142def","So we give ourselves some tools",{"_30":8949,"_16":277,"_278":8950,"_146":3974},"9092170d6be85",[],{"_30":8952,"_16":277,"_278":8953,"_146":8955},"9092170d6be86",[8954],"cf55530f8251cd1361eed7936499b331","to throttle how quickly we on-boarded new users.",[8957,8959,8961,8963],{"_30":8930,"_16":4053,"_4054":8958},"00:21:43.739",{"_30":8938,"_16":4053,"_4054":8960},"00:21:47.468",{"_30":8946,"_16":4053,"_4054":8962},"00:21:50.167",{"_30":8954,"_16":4053,"_4054":8964},"00:21:51.679",{"_30":8966,"_16":272,"_273":8967,"_281":9026,"_283":284},"5bb0869b7bf0",[8968,8973,8976,8981,8984,8989,8994,8997,9002,9005,9010,9013,9018,9021],{"_30":8969,"_16":277,"_278":8970,"_146":8972},"5bb0869b7bf00",[8971],"a1a159d197274d9bc22955215e6d3b7f","Everybody who signed up to use Slack",{"_30":8974,"_16":277,"_278":8975,"_146":3974},"5bb0869b7bf01",[],{"_30":8977,"_16":277,"_278":8978,"_146":8980},"5bb0869b7bf02",[8979],"cd00c5b308fbe98b99da724722b7324a","actually went in to an invite queue,",{"_30":8982,"_16":277,"_278":8983,"_146":3974},"5bb0869b7bf03",[],{"_30":8985,"_16":277,"_278":8986,"_146":8988},"5bb0869b7bf04",[8987],"12640761349f4cb7ca91037aa3aa4e65","and we're like, \"Hey, we'll send you an email super soon and ",{"_30":8990,"_16":277,"_278":8991,"_146":8993},"5bb0869b7bf05",[8992],"84753c80229696763f57fe6e9fca3e34","we're sorry. And here's some credit by the way.\"",{"_30":8995,"_16":277,"_278":8996,"_146":3974},"5bb0869b7bf06",[],{"_30":8998,"_16":277,"_278":8999,"_146":9001},"5bb0869b7bf07",[9000],"446cf5ca53f20f636616d0ef4d72b6ad","Like, \"We're super sorry we can't have you right now,",{"_30":9003,"_16":277,"_278":9004,"_146":3974},"5bb0869b7bf08",[],{"_30":9006,"_16":277,"_278":9007,"_146":9009},"5bb0869b7bf09",[9008],"e2f600c3f9821fc6db74ed166a3d0bee","but here's some money you can use",{"_30":9011,"_16":277,"_278":9012,"_146":3974},"5bb0869b7bf010",[],{"_30":9014,"_16":277,"_278":9015,"_146":9017},"5bb0869b7bf011",[9016],"2d07b09854696d6334f79fbf8a25d362","once we do have you.\"",{"_30":9019,"_16":277,"_278":9020,"_146":3974},"5bb0869b7bf012",[],{"_30":9022,"_16":277,"_278":9023,"_146":9025},"5bb0869b7bf013",[9024],"57ab3cc4355ff0c43c9bcc4813c13cb1","People are generally pretty cool about that.",[9027,9029,9031,9033,9035,9037,9039,9041],{"_30":8971,"_16":4053,"_4054":9028},"00:21:55.767",{"_30":8979,"_16":4053,"_4054":9030},"00:21:57.671",{"_30":8987,"_16":4053,"_4054":9032},"00:21:59.511",{"_30":8992,"_16":4053,"_4054":9034},"00:22:03.380",{"_30":9000,"_16":4053,"_4054":9036},"00:22:05.568",{"_30":9008,"_16":4053,"_4054":9038},"00:22:07.237",{"_30":9016,"_16":4053,"_4054":9040},"00:22:08.731",{"_30":9024,"_16":4053,"_4054":9042},"00:22:10.612",{"_30":9044,"_16":272,"_273":9045,"_281":9088,"_283":284},"e62669864907",[9046,9051,9054,9059,9062,9067,9070,9075,9078,9083],{"_30":9047,"_16":277,"_278":9048,"_146":9050},"e626698649070",[9049],"3eda4c3596bae2b4309d05817fd34517","We also provided a line-skipping mechanism",{"_30":9052,"_16":277,"_278":9053,"_146":3974},"e626698649071",[],{"_30":9055,"_16":277,"_278":9056,"_146":9058},"e626698649072",[9057],"408b07714228fa162f90364bb05ba58e","for people who didn't want to wait.",{"_30":9060,"_16":277,"_278":9061,"_146":3974},"e626698649073",[],{"_30":9063,"_16":277,"_278":9064,"_146":9066},"e626698649074",[9065],"0757651487bebe5d0a0d047354e4ff6f","As long as they could get the referral code",{"_30":9068,"_16":277,"_278":9069,"_146":3974},"e626698649075",[],{"_30":9071,"_16":277,"_278":9072,"_146":9074},"e626698649076",[9073],"e9cb1f689e707e4427de80dd286f4f5f","from someone else who was already in,",{"_30":9076,"_16":277,"_278":9077,"_146":3974},"e626698649077",[],{"_30":9079,"_16":277,"_278":9080,"_146":9082},"e626698649078",[9081],"43ec5f332bffee2e099ecce99c0d3df9","we'd bump them to the front of the line, t",{"_30":9084,"_16":277,"_278":9085,"_146":9087},"e626698649079",[9086],"547ee94eb0e1bb1af0797670105b0e5d","hey could get in immediately.",[9089,9091,9093,9095,9097,9099],{"_30":9049,"_16":4053,"_4054":9090},"00:22:16.151",{"_30":9057,"_16":4053,"_4054":9092},"00:22:19.169",{"_30":9065,"_16":4053,"_4054":9094},"00:22:20.977",{"_30":9073,"_16":4053,"_4054":9096},"00:22:23.400",{"_30":9081,"_16":4053,"_4054":9098},"00:22:24.505",{"_30":9086,"_16":4053,"_4054":9100},"00:22:26.468",{"_30":9102,"_16":272,"_273":9103,"_281":9162,"_283":284},"2cd8c2259ad4",[9104,9109,9112,9117,9120,9125,9130,9133,9138,9141,9146,9149,9154,9157],{"_30":9105,"_16":277,"_278":9106,"_146":9108},"2cd8c2259ad40",[9107],"ead8c5172c2ef2f722c542d1726aeb6b","But this invite queue is crucial,",{"_30":9110,"_16":277,"_278":9111,"_146":3974},"2cd8c2259ad41",[],{"_30":9113,"_16":277,"_278":9114,"_146":9116},"2cd8c2259ad42",[9115],"ef9238e34d9f8539c1e802a0df14a997","because what it meant was that we could go,",{"_30":9118,"_16":277,"_278":9119,"_146":3974},"2cd8c2259ad43",[],{"_30":9121,"_16":277,"_278":9122,"_146":9124},"2cd8c2259ad44",[9123],"2ddad083e0608217e35c777349bb151d","\"Okay, today support is definitely very behind, ",{"_30":9126,"_16":277,"_278":9127,"_146":9129},"2cd8c2259ad45",[9128],"73e68358394a8b361466afa68323180e","we have one person who's sick perhaps,",{"_30":9131,"_16":277,"_278":9132,"_146":3974},"2cd8c2259ad46",[],{"_30":9134,"_16":277,"_278":9135,"_146":9137},"2cd8c2259ad47",[9136],"1d93e1812a8fb7424aec0cd3e70f44af","let's just not send out invites today.",{"_30":9139,"_16":277,"_278":9140,"_146":3974},"2cd8c2259ad48",[],{"_30":9142,"_16":277,"_278":9143,"_146":9145},"2cd8c2259ad49",[9144],"7374495ee3b771de49dc69efd2e53a96","Let's give ourselves a chance to catch up.",{"_30":9147,"_16":277,"_278":9148,"_146":3974},"2cd8c2259ad410",[],{"_30":9150,"_16":277,"_278":9151,"_146":9153},"2cd8c2259ad411",[9152],"0d3383bd7a8959b71b165857b88445d8","Let's give ourselves a chance to get this under control,",{"_30":9155,"_16":277,"_278":9156,"_146":3974},"2cd8c2259ad412",[],{"_30":9158,"_16":277,"_278":9159,"_146":9161},"2cd8c2259ad413",[9160],"16ef9ca98ec394b7f5aaef99782a8f61","and then we'll send out more invites.\"",[9163,9165,9167,9169,9171,9173,9175,9177],{"_30":9107,"_16":4053,"_4054":9164},"00:22:28.760",{"_30":9115,"_16":4053,"_4054":9166},"00:22:30.103",{"_30":9123,"_16":4053,"_4054":9168},"00:22:32.750",{"_30":9128,"_16":4053,"_4054":9170},"00:22:35.393",{"_30":9136,"_16":4053,"_4054":9172},"00:22:37.610",{"_30":9144,"_16":4053,"_4054":9174},"00:22:40.450",{"_30":9152,"_16":4053,"_4054":9176},"00:22:41.912",{"_30":9160,"_16":4053,"_4054":9178},"00:22:45.801",{"_30":9180,"_16":272,"_273":9181,"_281":9243,"_283":284},"f9f4ef7c99cf",[9182,9187,9190,9195,9198,9203,9206,9211,9214,9219,9222,9227,9230,9235,9238],{"_30":9183,"_16":277,"_278":9184,"_146":9186},"f9f4ef7c99cf0",[9185],"57a7057507938f23e8a3a811786642c4","It's kind of scary when you're trying to start up",{"_30":9188,"_16":277,"_278":9189,"_146":3974},"f9f4ef7c99cf1",[],{"_30":9191,"_16":277,"_278":9192,"_146":9194},"f9f4ef7c99cf2",[9193],"2182d20cfa0e81d2567bc90f407ca509","a product and get market fit,",{"_30":9196,"_16":277,"_278":9197,"_146":3974},"f9f4ef7c99cf3",[],{"_30":9199,"_16":277,"_278":9200,"_146":9202},"f9f4ef7c99cf4",[9201],"8d8a3de37c099a178296ba163b944091","and to be like, you know, we're just going",{"_30":9204,"_16":277,"_278":9205,"_146":3974},"f9f4ef7c99cf5",[],{"_30":9207,"_16":277,"_278":9208,"_146":9210},"f9f4ef7c99cf6",[9209],"6881c635beafde0d8863f5f93760e526","to let these interested people sit there for a minute.",{"_30":9212,"_16":277,"_278":9213,"_146":3974},"f9f4ef7c99cf7",[],{"_30":9215,"_16":277,"_278":9216,"_146":9218},"f9f4ef7c99cf8",[9217],"3a899a9356d450db11cefdf2d49021e3","But we would rather let the interested people",{"_30":9220,"_16":277,"_278":9221,"_146":3974},"f9f4ef7c99cf9",[],{"_30":9223,"_16":277,"_278":9224,"_146":9226},"f9f4ef7c99cf10",[9225],"34f28bb45893cc4ca1f76c380141bec2","have a good experience when they come on-board,",{"_30":9228,"_16":277,"_278":9229,"_146":3974},"f9f4ef7c99cf11",[],{"_30":9231,"_16":277,"_278":9232,"_146":9234},"f9f4ef7c99cf12",[9233],"9bb8ae4461c7bf9ee21cc4186f97f043","rather than rushing to get them on-board,",{"_30":9236,"_16":277,"_278":9237,"_146":3974},"f9f4ef7c99cf13",[],{"_30":9239,"_16":277,"_278":9240,"_146":9242},"f9f4ef7c99cf14",[9241],"c55af6eb2374bdebf68dbd212eea444c","and giving them a bad experience.",[9244,9246,9248,9250,9252,9254,9256,9258],{"_30":9185,"_16":4053,"_4054":9245},"00:22:47.876",{"_30":9193,"_16":4053,"_4054":9247},"00:22:50.447",{"_30":9201,"_16":4053,"_4054":9249},"00:22:52.102",{"_30":9209,"_16":4053,"_4054":9251},"00:22:55.112",{"_30":9217,"_16":4053,"_4054":9253},"00:22:57.733",{"_30":9225,"_16":4053,"_4054":9255},"00:22:59.636",{"_30":9233,"_16":4053,"_4054":9257},"00:23:01.774",{"_30":9241,"_16":4053,"_4054":9259},"00:23:04.971",{"_30":9261,"_16":272,"_273":9262,"_281":9316,"_283":284},"c501e169aff4",[9263,9268,9271,9276,9279,9284,9287,9292,9295,9300,9303,9308,9311],{"_30":9264,"_16":277,"_278":9265,"_146":9267},"c501e169aff40",[9266],"37ffdf3d0a68b54469be2a7e651b2d93","So, let's go back to this chart.",{"_30":9269,"_16":277,"_278":9270,"_146":3974},"c501e169aff41",[],{"_30":9272,"_16":277,"_278":9273,"_146":9275},"c501e169aff42",[9274],"85b1feb73ee2d3a083e0779244183c3c","This is the second version of the chart,",{"_30":9277,"_16":277,"_278":9278,"_146":3974},"c501e169aff43",[],{"_30":9280,"_16":277,"_278":9281,"_146":9283},"c501e169aff44",[9282],"bf8118cd6247c08c9c545cfb7925cea4","and on this little blow out thing here,",{"_30":9285,"_16":277,"_278":9286,"_146":3974},"c501e169aff45",[],{"_30":9288,"_16":277,"_278":9289,"_146":9291},"c501e169aff46",[9290],"8bb181f2da717227aa00c5ac35f1227d","you see the original chart from the last slide.",{"_30":9293,"_16":277,"_278":9294,"_146":3974},"c501e169aff47",[],{"_30":9296,"_16":277,"_278":9297,"_146":9299},"c501e169aff48",[9298],"43f61b6261950fd74209504c7d44629a","And this is our active user growth chart for",{"_30":9301,"_16":277,"_278":9302,"_146":3974},"c501e169aff49",[],{"_30":9304,"_16":277,"_278":9305,"_146":9307},"c501e169aff410",[9306],"2e83ff33c757f577e4b76fb34d0fb0ba","the first year of using Slack.",{"_30":9309,"_16":277,"_278":9310,"_146":3974},"c501e169aff411",[],{"_30":9312,"_16":277,"_278":9313,"_146":9315},"c501e169aff412",[9314],"c58302931921256d4029ee34b248c95f","So this is to August 13th, I guess.",[9317,9319,9321,9323,9325,9327,9329],{"_30":9266,"_16":4053,"_4054":9318},"00:23:09.200",{"_30":9274,"_16":4053,"_4054":9320},"00:23:11.720",{"_30":9282,"_16":4053,"_4054":9322},"00:23:13.912",{"_30":9290,"_16":4053,"_4054":9324},"00:23:19.308",{"_30":9298,"_16":4053,"_4054":9326},"00:23:21.430",{"_30":9306,"_16":4053,"_4054":9328},"00:23:25.612",{"_30":9314,"_16":4053,"_4054":9330},"00:23:27.436",{"_30":9332,"_16":272,"_273":9333,"_281":9363,"_283":284},"05ee1a423355",[9334,9339,9342,9347,9350,9355,9358],{"_30":9335,"_16":277,"_278":9336,"_146":9338},"05ee1a4233550",[9337],"be13398d8fc38838bc683cc146ac734b","And just, if you're curious,",{"_30":9340,"_16":277,"_278":9341,"_146":3974},"05ee1a4233551",[],{"_30":9343,"_16":277,"_278":9344,"_146":9346},"05ee1a4233552",[9345],"68c0e9f43689963db3113d7fcb99327a","we define an active user as someone who",{"_30":9348,"_16":277,"_278":9349,"_146":3974},"05ee1a4233553",[],{"_30":9351,"_16":277,"_278":9352,"_146":9354},"05ee1a4233554",[9353],"315315beef14d5912af2a65b31334c0f","used the product today and also used it last week.",{"_30":9356,"_16":277,"_278":9357,"_146":3974},"05ee1a4233555",[],{"_30":9359,"_16":277,"_278":9360,"_146":9362},"05ee1a4233556",[9361],"a7114a79600ca9b87992e452f5b85c37","And using the product is launched it, sent, read messages.",[9364,9366,9368,9370],{"_30":9337,"_16":4053,"_4054":9365},"00:23:34.238",{"_30":9345,"_16":4053,"_4054":9367},"00:23:36.770",{"_30":9353,"_16":4053,"_4054":9369},"00:23:39.112",{"_30":9361,"_16":4053,"_4054":9371},"00:23:42.477",{"_30":9373,"_16":272,"_273":9374,"_281":9420,"_283":284},"4a7d5143676f",[9375,9380,9383,9388,9391,9396,9399,9404,9407,9412,9415],{"_30":9376,"_16":277,"_278":9377,"_146":9379},"4a7d5143676f0",[9378],"b0df6887f30a100cdfd392e2e9b3bd37","So, this was really hard.We did our offical launch on February 12th.",{"_30":9381,"_16":277,"_278":9382,"_146":3974},"4a7d5143676f1",[],{"_30":9384,"_16":277,"_278":9385,"_146":9387},"4a7d5143676f2",[9386],"b5bc9e09e09f4e3af92d7fd6c54312e5","This is when we got out of preview phase",{"_30":9389,"_16":277,"_278":9390,"_146":3974},"4a7d5143676f3",[],{"_30":9392,"_16":277,"_278":9393,"_146":9395},"4a7d5143676f4",[9394],"0b1be98441f0bb2181a3ad096c63b99c","that we were in previously,",{"_30":9397,"_16":277,"_278":9398,"_146":3974},"4a7d5143676f5",[],{"_30":9400,"_16":277,"_278":9401,"_146":9403},"4a7d5143676f6",[9402],"83a4d98ead03193fab62a6c8a776ade7","and we were like, everybody's welcome.",{"_30":9405,"_16":277,"_278":9406,"_146":3974},"4a7d5143676f7",[],{"_30":9408,"_16":277,"_278":9409,"_146":9411},"4a7d5143676f8",[9410],"fedfea211e21200b10a8cea24ec941ca","Come on in.",{"_30":9413,"_16":277,"_278":9414,"_146":3974},"4a7d5143676f9",[],{"_30":9416,"_16":277,"_278":9417,"_146":9419},"4a7d5143676f10",[9418],"558bb60482a5e63f8a933dbc4ffa1a05","This is a real thing that we're doing for real money.",[9421,9423,9425,9427,9429,9431],{"_30":9378,"_16":4053,"_4054":9422},"00:23:46.876",{"_30":9386,"_16":4053,"_4054":9424},"00:23:55.162",{"_30":9394,"_16":4053,"_4054":9426},"00:23:57.404",{"_30":9402,"_16":4053,"_4054":9428},"00:23:58.754",{"_30":9410,"_16":4053,"_4054":9430},"00:24:00.867",{"_30":9418,"_16":4053,"_4054":9432},"00:24:01.646",{"_30":9434,"_16":272,"_273":9435,"_281":9489,"_283":284},"34364df84ffc",[9436,9441,9444,9449,9452,9457,9460,9465,9468,9473,9476,9481,9484],{"_30":9437,"_16":277,"_278":9438,"_146":9440},"34364df84ffc0",[9439],"0703930985a31d814b85a74bd6944541","So, let's look at our chart again.",{"_30":9442,"_16":277,"_278":9443,"_146":3974},"34364df84ffc1",[],{"_30":9445,"_16":277,"_278":9446,"_146":9448},"34364df84ffc2",[9447],"868e4368631e4081930728b0cd959abd","This really sucked.",{"_30":9450,"_16":277,"_278":9451,"_146":3974},"34364df84ffc3",[],{"_30":9453,"_16":277,"_278":9454,"_146":9456},"34364df84ffc4",[9455],"a5751799f768f7246c14c4d072562f44","This was really, really hard.",{"_30":9458,"_16":277,"_278":9459,"_146":3974},"34364df84ffc5",[],{"_30":9461,"_16":277,"_278":9462,"_146":9464},"34364df84ffc6",[9463],"258d7fd2ae6076cd671a52b625e464f9","Basically everything doubled.",{"_30":9466,"_16":277,"_278":9467,"_146":3974},"34364df84ffc7",[],{"_30":9469,"_16":277,"_278":9470,"_146":9472},"34364df84ffc8",[9471],"452fd978124a7d40e9c29ca5240c1d45","And it did not let down for a long time.",{"_30":9474,"_16":277,"_278":9475,"_146":3974},"34364df84ffc9",[],{"_30":9477,"_16":277,"_278":9478,"_146":9480},"34364df84ffc10",[9479],"ec9f0bc3d4a84e64b519eaca8ffc827c","So, the enormous spike was once again due",{"_30":9482,"_16":277,"_278":9483,"_146":3974},"34364df84ffc11",[],{"_30":9485,"_16":277,"_278":9486,"_146":9488},"34364df84ffc12",[9487],"5ed6d4c065b0bde07c5cba17e259632c","to on-boarding a bunch of users.",[9490,9492,9494,9496,9498,9500,9502],{"_30":9439,"_16":4053,"_4054":9491},"00:24:05.783",{"_30":9447,"_16":4053,"_4054":9493},"00:24:08.109",{"_30":9455,"_16":4053,"_4054":9495},"00:24:09.979",{"_30":9463,"_16":4053,"_4054":9497},"00:24:14.780",{"_30":9471,"_16":4053,"_4054":9499},"00:24:16.978",{"_30":9479,"_16":4053,"_4054":9501},"00:24:21.642",{"_30":9487,"_16":4053,"_4054":9503},"00:24:25.367",{"_30":9505,"_16":272,"_273":9506,"_281":9560,"_283":284},"f98c0dc9b050",[9507,9512,9515,9520,9523,9528,9531,9536,9539,9544,9547,9552,9555],{"_30":9508,"_16":277,"_278":9509,"_146":9511},"f98c0dc9b0500",[9510],"50d557913393ba4740d8b97dfa306b52","And even though we did our official launch,",{"_30":9513,"_16":277,"_278":9514,"_146":3974},"f98c0dc9b0501",[],{"_30":9516,"_16":277,"_278":9517,"_146":9519},"f98c0dc9b0502",[9518],"f98b1f41ed5c08a112fc1810d9b43b73","and we're big kids, we once again employed",{"_30":9521,"_16":277,"_278":9522,"_146":3974},"f98c0dc9b0503",[],{"_30":9524,"_16":277,"_278":9525,"_146":9527},"f98c0dc9b0504",[9526],"3519cae00bbf193d874b72e0a0894081","our throttling mechanism to make sure",{"_30":9529,"_16":277,"_278":9530,"_146":3974},"f98c0dc9b0505",[],{"_30":9532,"_16":277,"_278":9533,"_146":9535},"f98c0dc9b0506",[9534],"6d27e4d61f718dd9e48e3966d0a319f7","that we weren't on-boarding what would've",{"_30":9537,"_16":277,"_278":9538,"_146":3974},"f98c0dc9b0507",[],{"_30":9540,"_16":277,"_278":9541,"_146":9543},"f98c0dc9b0508",[9542],"a50e80b64c1812de6ef4973ef652fe4c","been 13,000 people in one day.",{"_30":9545,"_16":277,"_278":9546,"_146":3974},"f98c0dc9b0509",[],{"_30":9548,"_16":277,"_278":9549,"_146":9551},"f98c0dc9b05010",[9550],"a7b01ad6ce0078817b0d10ae47af708a","We scattered those out throughout, I think, five days.",{"_30":9553,"_16":277,"_278":9554,"_146":3974},"f98c0dc9b05011",[],{"_30":9556,"_16":277,"_278":9557,"_146":9559},"f98c0dc9b05012",[9558],"44a96e5b0bd2c69e71e686231bb5b090","But it still just kept coming and coming.",[9561,9563,9565,9567,9569,9571,9573],{"_30":9510,"_16":4053,"_4054":9562},"00:24:27.730",{"_30":9518,"_16":4053,"_4054":9564},"00:24:29.340",{"_30":9526,"_16":4053,"_4054":9566},"00:24:30.800",{"_30":9534,"_16":4053,"_4054":9568},"00:24:33.110",{"_30":9542,"_16":4053,"_4054":9570},"00:24:35.400",{"_30":9550,"_16":4053,"_4054":9572},"00:24:37.600",{"_30":9558,"_16":4053,"_4054":9574},"00:24:41.203",{"_30":9576,"_16":272,"_273":9577,"_281":9623,"_283":284},"2bfcd622df01",[9578,9583,9586,9591,9594,9599,9602,9607,9610,9615,9618],{"_30":9579,"_16":277,"_278":9580,"_146":9582},"2bfcd622df010",[9581],"aa225ff5feeb97ceb72f31e39276a49d","So the things that helped us here.",{"_30":9584,"_16":277,"_278":9585,"_146":3974},"2bfcd622df011",[],{"_30":9587,"_16":277,"_278":9588,"_146":9590},"2bfcd622df012",[9589],"b155d08b6fc0daa9aedaa5fc8a402e54","The things that we learned from the last time,",{"_30":9592,"_16":277,"_278":9593,"_146":3974},"2bfcd622df013",[],{"_30":9595,"_16":277,"_278":9596,"_146":9598},"2bfcd622df014",[9597],"9f4dda32ab73126f48d12d60e446844f","were, use your throttles,",{"_30":9600,"_16":277,"_278":9601,"_146":3974},"2bfcd622df015",[],{"_30":9603,"_16":277,"_278":9604,"_146":9606},"2bfcd622df016",[9605],"d51d6949a9b16b32baf71771881d0e85","you know this is going to suck",{"_30":9608,"_16":277,"_278":9609,"_146":3974},"2bfcd622df017",[],{"_30":9611,"_16":277,"_278":9612,"_146":9614},"2bfcd622df018",[9613],"3c9c3f2341595eeb09495d52ea4efd62","because you're on-boarding a bunch of people",{"_30":9616,"_16":277,"_278":9617,"_146":3974},"2bfcd622df019",[],{"_30":9619,"_16":277,"_278":9620,"_146":9622},"2bfcd622df0110",[9621],"496a61428687eecd548b38efd34a0994","and you're going to need a lot of support.",[9624,9626,9628,9630,9632,9634],{"_30":9581,"_16":4053,"_4054":9625},"00:24:46.140",{"_30":9589,"_16":4053,"_4054":9627},"00:24:47.742",{"_30":9597,"_16":4053,"_4054":9629},"00:24:49.175",{"_30":9605,"_16":4053,"_4054":9631},"00:24:51.500",{"_30":9613,"_16":4053,"_4054":9633},"00:24:53.875",{"_30":9621,"_16":4053,"_4054":9635},"00:24:55.137",{"_30":9637,"_16":272,"_273":9638,"_281":9708,"_283":284},"1b6d70127491",[9639,9644,9647,9652,9655,9660,9663,9668,9671,9676,9679,9684,9687,9692,9695,9700,9703],{"_30":9640,"_16":277,"_278":9641,"_146":9643},"1b6d701274910",[9642],"2faa7b46cf45aed5277e47302ff27086","This is our first real test of our new tooling",{"_30":9645,"_16":277,"_278":9646,"_146":3974},"1b6d701274911",[],{"_30":9648,"_16":277,"_278":9649,"_146":9651},"1b6d701274912",[9650],"80258c296ff59b2178aa4e35f52e953d","and our triage process, and it worked great.",{"_30":9653,"_16":277,"_278":9654,"_146":3974},"1b6d701274913",[],{"_30":9656,"_16":277,"_278":9657,"_146":9659},"1b6d701274914",[9658],"46a6dcd5c5e840d2a774cd2f41d12d7d","One thing about having a triage process is",{"_30":9661,"_16":277,"_278":9662,"_146":3974},"1b6d701274915",[],{"_30":9664,"_16":277,"_278":9665,"_146":9667},"1b6d701274916",[9666],"63796c377d590a9378a6352c2bf81101","that when you're dealing with a spike like this",{"_30":9669,"_16":277,"_278":9670,"_146":895},"1b6d701274917",[],{"_30":9672,"_16":277,"_278":9673,"_146":9675},"1b6d701274918",[9674],"3b0b6f92c000eefce432e5bb946b1b72","it feels like you're never going to get through it.",{"_30":9677,"_16":277,"_278":9678,"_146":3974},"1b6d701274919",[],{"_30":9680,"_16":277,"_278":9681,"_146":9683},"1b6d7012749110",[9682],"cd13d0a53da60ca09152a23f4962508f","You just look at your support queue,",{"_30":9685,"_16":277,"_278":9686,"_146":3974},"1b6d7012749111",[],{"_30":9688,"_16":277,"_278":9689,"_146":9691},"1b6d7012749112",[9690],"16d39d5a20e77eb799ca2670a0987f7b","and it's this undifferentiated mass of stuff.",{"_30":9693,"_16":277,"_278":9694,"_146":3974},"1b6d7012749113",[],{"_30":9696,"_16":277,"_278":9697,"_146":9699},"1b6d7012749114",[9698],"069643699ea2bc7b78a2eb1241229b1b","It feels heavy, and it's like, I don't know how,",{"_30":9701,"_16":277,"_278":9702,"_146":3974},"1b6d7012749115",[],{"_30":9704,"_16":277,"_278":9705,"_146":9707},"1b6d7012749116",[9706],"c5aae94731152564886ecef1957e6b23","as a human, I can get through all of this stuff.",[9709,9711,9713,9715,9717,9719,9721,9723,9725],{"_30":9642,"_16":4053,"_4054":9710},"00:24:56.944",{"_30":9650,"_16":4053,"_4054":9712},"00:24:59.441",{"_30":9658,"_16":4053,"_4054":9714},"00:25:02.674",{"_30":9666,"_16":4053,"_4054":9716},"00:25:04.809",{"_30":9674,"_16":4053,"_4054":9718},"00:25:07.538",{"_30":9682,"_16":4053,"_4054":9720},"00:25:11.200",{"_30":9690,"_16":4053,"_4054":9722},"00:25:12.405",{"_30":9698,"_16":4053,"_4054":9724},"00:25:17.875",{"_30":9706,"_16":4053,"_4054":9726},"00:25:21.472",{"_30":9728,"_16":272,"_273":9729,"_281":9780,"_283":284},"e67e510f7b03",[9730,9735,9738,9743,9746,9751,9754,9759,9764,9767,9772,9775],{"_30":9731,"_16":277,"_278":9732,"_146":9734},"e67e510f7b030",[9733],"8f3ecd14e3871bccb956c2d1e3f4586c","And once we started triaging,",{"_30":9736,"_16":277,"_278":9737,"_146":3974},"e67e510f7b031",[],{"_30":9739,"_16":277,"_278":9740,"_146":9742},"e67e510f7b032",[9741],"b9d19cfbfdcea08bfa57cc3c3306263f","it started feeling a lot more manageable,",{"_30":9744,"_16":277,"_278":9745,"_146":3974},"e67e510f7b033",[],{"_30":9747,"_16":277,"_278":9748,"_146":9750},"e67e510f7b034",[9749],"96cc61171c70c8596fe92d2e743e3445","because we were like, \"Oh, well really there are only",{"_30":9752,"_16":277,"_278":9753,"_146":3974},"e67e510f7b035",[],{"_30":9755,"_16":277,"_278":9756,"_146":9758},"e67e510f7b036",[9757],"e61b6c354793b8a81b15bbb38e33d14b","these 10 people who are having problems a",{"_30":9760,"_16":277,"_278":9761,"_146":9763},"e67e510f7b037",[9762],"92531b851fc4053dfdbb70eb5bea1f80","nd everyone else just has a question",{"_30":9765,"_16":277,"_278":9766,"_146":3974},"e67e510f7b038",[],{"_30":9768,"_16":277,"_278":9769,"_146":9771},"e67e510f7b039",[9770],"6683393bb092e8edec0a50a29adbb757","because we did a crap job of documenting this.",{"_30":9773,"_16":277,"_278":9774,"_146":3974},"e67e510f7b0310",[],{"_30":9776,"_16":277,"_278":9777,"_146":9779},"e67e510f7b0311",[9778],"2a103108a9e7770ede2a6da25a030ed1","We can handle this.\"",[9781,9783,9785,9787,9789,9791,9793],{"_30":9733,"_16":4053,"_4054":9782},"00:25:25.744",{"_30":9741,"_16":4053,"_4054":9784},"00:25:27.700",{"_30":9749,"_16":4053,"_4054":9786},"00:25:29.308",{"_30":9757,"_16":4053,"_4054":9788},"00:25:31.705",{"_30":9762,"_16":4053,"_4054":9790},"00:25:33.438",{"_30":9770,"_16":4053,"_4054":9792},"00:25:35.447",{"_30":9778,"_16":4053,"_4054":9794},"00:25:37.835",{"_30":9796,"_16":272,"_273":9797,"_281":9859,"_283":284},"33e78f07eb93",[9798,9803,9806,9811,9814,9819,9822,9827,9830,9835,9838,9843,9846,9851,9854],{"_30":9799,"_16":277,"_278":9800,"_146":9802},"33e78f07eb930",[9801],"06e7a66a28336d42619bf9d4b043cd5b","So the fact that we had, at this point,",{"_30":9804,"_16":277,"_278":9805,"_146":3974},"33e78f07eb931",[],{"_30":9807,"_16":277,"_278":9808,"_146":9810},"33e78f07eb932",[9809],"812ce9cb8be271b26d003046714e524a","a triage process to come in and be like,",{"_30":9812,"_16":277,"_278":9813,"_146":3974},"33e78f07eb933",[],{"_30":9815,"_16":277,"_278":9816,"_146":9818},"33e78f07eb934",[9817],"3993018cd74a9a3d79a52eb438c637da","\"Okay we know how bad the situation is,",{"_30":9820,"_16":277,"_278":9821,"_146":3974},"33e78f07eb935",[],{"_30":9823,"_16":277,"_278":9824,"_146":9826},"33e78f07eb936",[9825],"3c9613d7d80a3b63f631c4f655cf3870","and it's not really that bad,\"",{"_30":9828,"_16":277,"_278":9829,"_146":3974},"33e78f07eb937",[],{"_30":9831,"_16":277,"_278":9832,"_146":9834},"33e78f07eb938",[9833],"9d977904d773b912a711bca35136b8ea","gave us a lot of power and a lot of comfort",{"_30":9836,"_16":277,"_278":9837,"_146":3974},"33e78f07eb939",[],{"_30":9839,"_16":277,"_278":9840,"_146":9842},"33e78f07eb9310",[9841],"a1d8d69a7b31369611a7b8dc45aa7deb","as we moved through this to handle that spike which,",{"_30":9844,"_16":277,"_278":9845,"_146":3974},"33e78f07eb9311",[],{"_30":9847,"_16":277,"_278":9848,"_146":9850},"33e78f07eb9312",[9849],"2e6f59b32c73a2a778c63d49e91925be","I'll say it again, it really sucked.",{"_30":9852,"_16":277,"_278":9853,"_146":3974},"33e78f07eb9313",[],{"_30":9855,"_16":277,"_278":9856,"_146":9858},"33e78f07eb9314",[9857],"c73b011b25b4dc4e12c300a5987ff289","That was really, really hard.",[9860,9862,9864,9866,9868,9870,9872,9874],{"_30":9801,"_16":4053,"_4054":9861},"00:25:39.348",{"_30":9809,"_16":4053,"_4054":9863},"00:25:41.438",{"_30":9817,"_16":4053,"_4054":9865},"00:25:43.234",{"_30":9825,"_16":4053,"_4054":9867},"00:25:46.110",{"_30":9833,"_16":4053,"_4054":9869},"00:25:47.867",{"_30":9841,"_16":4053,"_4054":9871},"00:25:51.939",{"_30":9849,"_16":4053,"_4054":9873},"00:25:56.400",{"_30":9857,"_16":4053,"_4054":9875},"00:25:58.712",{"_30":9877,"_16":272,"_273":9878,"_281":9897,"_283":284},"50a2f1eb0059",[9879,9884,9887,9892],{"_30":9880,"_16":277,"_278":9881,"_146":9883},"50a2f1eb00590",[9882],"626dc05634b33e8b5db2ff81022bf183","We added more staff in March and May and August.",{"_30":9885,"_16":277,"_278":9886,"_146":3974},"50a2f1eb00591",[],{"_30":9888,"_16":277,"_278":9889,"_146":9891},"50a2f1eb00592",[9890],"c24233c1ea5f31eb02f505ecfa559878","We also have two people who help us do Twitter now a",{"_30":9893,"_16":277,"_278":9894,"_146":9896},"50a2f1eb00593",[9895],"0043f223d19a652dd9220dd5eb50613b","nd at this point, Twitter is easily 200-300 tweets a day.",[9898,9900,9902],{"_30":9882,"_16":4053,"_4054":9899},"00:26:01.643",{"_30":9890,"_16":4053,"_4054":9901},"00:26:07.679",{"_30":9895,"_16":4053,"_4054":9903},"00:26:10.645",{"_30":9905,"_16":272,"_273":9906,"_281":9917,"_283":284},"3e4eec23f30b",[9907,9912],{"_30":9908,"_16":277,"_278":9909,"_146":9911},"3e4eec23f30b0",[9910],"258ea946a1ee74adb600a494c698b331","So, what did we learn this time?",{"_30":9913,"_16":277,"_278":9914,"_146":9916},"3e4eec23f30b1",[9915],"2e884b34259b629488cbec99566eaa23","Learned to know our PR cycles.",[9918,9920],{"_30":9910,"_16":4053,"_4054":9919},"00:26:16.549",{"_30":9915,"_16":4053,"_4054":9921},"00:26:19.133",{"_30":9923,"_16":272,"_273":9924,"_281":9975,"_283":284},"d9d6f6f5e793",[9925,9930,9933,9938,9941,9946,9951,9954,9959,9962,9967,9970],{"_30":9926,"_16":277,"_278":9927,"_146":9929},"d9d6f6f5e7930",[9928],"7ef78b685b45ff7883024ae00141e66c","Looking back, it's stupid to say this,",{"_30":9931,"_16":277,"_278":9932,"_146":3974},"d9d6f6f5e7931",[],{"_30":9934,"_16":277,"_278":9935,"_146":9937},"d9d6f6f5e7932",[9936],"a80c16f74fcd1160b78e720c70b02b02","but it took me two PR cycles to correlate the fact",{"_30":9939,"_16":277,"_278":9940,"_146":3974},"d9d6f6f5e7933",[],{"_30":9942,"_16":277,"_278":9943,"_146":9945},"d9d6f6f5e7934",[9944],"481e48f3bbe8bff90725bd7acd93af6f","that \"Oh, PR cycles mean a lot of users, maybe ",{"_30":9947,"_16":277,"_278":9948,"_146":9950},"d9d6f6f5e7935",[9949],"3e085435102a6f68905439e954e1795b","we should prepare for that.\"",{"_30":9952,"_16":277,"_278":9953,"_146":3974},"d9d6f6f5e7936",[],{"_30":9955,"_16":277,"_278":9956,"_146":9958},"d9d6f6f5e7937",[9957],"c5ab0d9b7b0bf9726390d0f4aad1cd76","Now I'm very well versed in what articles are going out,",{"_30":9960,"_16":277,"_278":9961,"_146":3974},"d9d6f6f5e7938",[],{"_30":9963,"_16":277,"_278":9964,"_146":9966},"d9d6f6f5e7939",[9965],"e4d0d1fe255d310864282b9688967174","when, and when I should expect embargoes",{"_30":9968,"_16":277,"_278":9969,"_146":3974},"d9d6f6f5e79310",[],{"_30":9971,"_16":277,"_278":9972,"_146":9974},"d9d6f6f5e79311",[9973],"e22cdbdea4bfef3b46cc848a777ecdcc","to lift and how all that works.",[9976,9978,9980,9982,9984,9986,9988],{"_30":9928,"_16":4053,"_4054":9977},"00:26:23.729",{"_30":9936,"_16":4053,"_4054":9979},"00:26:26.009",{"_30":9944,"_16":4053,"_4054":9981},"00:26:28.200",{"_30":9949,"_16":4053,"_4054":9983},"00:26:30.744",{"_30":9957,"_16":4053,"_4054":9985},"00:26:32.866",{"_30":9965,"_16":4053,"_4054":9987},"00:26:36.313",{"_30":9973,"_16":4053,"_4054":9989},"00:26:38.935",{"_30":9991,"_16":272,"_273":9992,"_281":10043,"_283":284},"bed037986347",[9993,9998,10001,10006,10009,10014,10017,10022,10025,10030,10033,10038],{"_30":9994,"_16":277,"_278":9995,"_146":9997},"bed0379863470",[9996],"e608b1b52a176f04cc080aceebb6a02c","Unless you have some reason to believe",{"_30":9999,"_16":277,"_278":10000,"_146":3974},"bed0379863471",[],{"_30":10002,"_16":277,"_278":10003,"_146":10005},"bed0379863472",[10004],"2674f90ec657e30381e81398d2f27404","that it will be different this time,",{"_30":10007,"_16":277,"_278":10008,"_146":3974},"bed0379863473",[],{"_30":10010,"_16":277,"_278":10011,"_146":10013},"bed0379863474",[10012],"4f25b4ad4d0e149437abdc74bc449d97","the thing that happened last time is most likely",{"_30":10015,"_16":277,"_278":10016,"_146":3974},"bed0379863475",[],{"_30":10018,"_16":277,"_278":10019,"_146":10021},"bed0379863476",[10020],"d1b444fac9054b79338ddfb4d3537aac","what's going to happen again.",{"_30":10023,"_16":277,"_278":10024,"_146":3974},"bed0379863477",[],{"_30":10026,"_16":277,"_278":10027,"_146":10029},"bed0379863478",[10028],"fbf3bd5661da497892a88a7bde090dc8","And I really wanted that to not be the case,",{"_30":10031,"_16":277,"_278":10032,"_146":3974},"bed0379863479",[],{"_30":10034,"_16":277,"_278":10035,"_146":10037},"bed03798634710",[10036],"6cdf7c39acecaa6db7f12993d5026ff3","because I really wanted it to be easier, b",{"_30":10039,"_16":277,"_278":10040,"_146":10042},"bed03798634711",[10041],"d4bee2308876e00d31501222102aa246","ut it was basically the same.",[10044,10046,10048,10050,10052,10054,10056],{"_30":9996,"_16":4053,"_4054":10045},"00:26:43.972",{"_30":10004,"_16":4053,"_4054":10047},"00:26:46.877",{"_30":10012,"_16":4053,"_4054":10049},"00:26:48.777",{"_30":10020,"_16":4053,"_4054":10051},"00:26:51.679",{"_30":10028,"_16":4053,"_4054":10053},"00:26:54.670",{"_30":10036,"_16":4053,"_4054":10055},"00:26:56.672",{"_30":10041,"_16":4053,"_4054":10057},"00:26:58.372",{"_30":10059,"_16":272,"_273":10060,"_281":10108,"_283":284},"2024e7b9521d",[10061,10066,10069,10074,10079,10084,10087,10092,10095,10100,10103],{"_30":10062,"_16":277,"_278":10063,"_146":10065},"2024e7b9521d0",[10064],"41c49c9fe696392659325b37936d857f","It was like, \"We're going to do this press",{"_30":10067,"_16":277,"_278":10068,"_146":3974},"2024e7b9521d1",[],{"_30":10070,"_16":277,"_278":10071,"_146":10073},"2024e7b9521d2",[10072],"9ae3fca98139985ae8f2d1e27b269a09","and maybe this many people will sign up.\" ",{"_30":10075,"_16":277,"_278":10076,"_146":10078},"2024e7b9521d3",[10077],"37f3776313b59c006902a09df0b4396e","And it was this many people a",{"_30":10080,"_16":277,"_278":10081,"_146":10083},"2024e7b9521d4",[10082],"96724bd4635ab8a1df9cd72df6613d22","nd, you know, I've learned twice now.",{"_30":10085,"_16":277,"_278":10086,"_146":3974},"2024e7b9521d5",[],{"_30":10088,"_16":277,"_278":10089,"_146":10091},"2024e7b9521d6",[10090],"9f5d822218a5876ee21e57984a0a6a83","I know for the next time.",{"_30":10093,"_16":277,"_278":10094,"_146":3974},"2024e7b9521d7",[],{"_30":10096,"_16":277,"_278":10097,"_146":10099},"2024e7b9521d8",[10098],"b92eccf2bb4fe04912b469612250b832","Let's see here.",{"_30":10101,"_16":277,"_278":10102,"_146":3974},"2024e7b9521d9",[],{"_30":10104,"_16":277,"_278":10105,"_146":10107},"2024e7b9521d10",[10106],"90edfebbc7d22ef3b898694311487c92","This isn't going to get easier.",[10109,10111,10113,10115,10117,10119,10121],{"_30":10064,"_16":4053,"_4054":10110},"00:27:00.242",{"_30":10072,"_16":4053,"_4054":10112},"00:27:03.006",{"_30":10077,"_16":4053,"_4054":10114},"00:27:04.914",{"_30":10082,"_16":4053,"_4054":10116},"00:27:06.134",{"_30":10090,"_16":4053,"_4054":10118},"00:27:11.612",{"_30":10098,"_16":4053,"_4054":10120},"00:27:14.701",{"_30":10106,"_16":4053,"_4054":10122},"00:27:18.144",{"_30":10124,"_16":272,"_273":10125,"_281":10163,"_283":284},"8587bc9d58ae",[10126,10131,10134,10139,10142,10147,10150,10155,10158],{"_30":10127,"_16":277,"_278":10128,"_146":10130},"8587bc9d58ae0",[10129],"69c29f0ccaf79f9583ccb51adec43c23","Every time we do a PR cycle,",{"_30":10132,"_16":277,"_278":10133,"_146":3974},"8587bc9d58ae1",[],{"_30":10135,"_16":277,"_278":10136,"_146":10138},"8587bc9d58ae2",[10137],"f2ded3ff0d7766e775450e1bfb53145e","I am now prepared for the fact that it's going to be hard.",{"_30":10140,"_16":277,"_278":10141,"_146":3974},"8587bc9d58ae3",[],{"_30":10143,"_16":277,"_278":10144,"_146":10146},"8587bc9d58ae4",[10145],"2892203ed657248547e35fad1296cc8e","Our team is prepared for the fact that it's going to be hard.",{"_30":10148,"_16":277,"_278":10149,"_146":3974},"8587bc9d58ae5",[],{"_30":10151,"_16":277,"_278":10152,"_146":10154},"8587bc9d58ae6",[10153],"58f7024fbcaa6352b2f1614703a09a58","And we're kind of ready to pull on our big boy pants",{"_30":10156,"_16":277,"_278":10157,"_146":3974},"8587bc9d58ae7",[],{"_30":10159,"_16":277,"_278":10160,"_146":10162},"8587bc9d58ae8",[10161],"c9c677508bc0ffe3ebcdb1fd2d3a1f6f","right now and dig in and get it done.",[10164,10166,10168,10170,10172],{"_30":10129,"_16":4053,"_4054":10165},"00:27:20.477",{"_30":10137,"_16":4053,"_4054":10167},"00:27:21.743",{"_30":10145,"_16":4053,"_4054":10169},"00:27:24.334",{"_30":10153,"_16":4053,"_4054":10171},"00:27:26.576",{"_30":10161,"_16":4053,"_4054":10173},"00:27:29.480",{"_30":10175,"_16":272,"_273":10176,"_281":10246,"_283":284},"a27fdf890da8",[10177,10182,10185,10190,10193,10198,10201,10206,10209,10214,10217,10222,10225,10230,10233,10238,10241],{"_30":10178,"_16":277,"_278":10179,"_146":10181},"a27fdf890da80",[10180],"8d96d7221aec75c5b47eff6f27403b3a","I was at XRXL last week, and someone said,",{"_30":10183,"_16":277,"_278":10184,"_146":3974},"a27fdf890da81",[],{"_30":10186,"_16":277,"_278":10187,"_146":10189},"a27fdf890da82",[10188],"ea5e24a64202b0ab10a2926a08dc9933","\"The only way out is through.\"",{"_30":10191,"_16":277,"_278":10192,"_146":3974},"a27fdf890da83",[],{"_30":10194,"_16":277,"_278":10195,"_146":10197},"a27fdf890da84",[10196],"3b702ea1e8b79d531fcec4836b100c00","And when you're sort of at that,",{"_30":10199,"_16":277,"_278":10200,"_146":3974},"a27fdf890da85",[],{"_30":10202,"_16":277,"_278":10203,"_146":10205},"a27fdf890da86",[10204],"d40c1687e7c18e19010cf0c659cb75e8","if you have the privilege of having explosive growth,",{"_30":10207,"_16":277,"_278":10208,"_146":3974},"a27fdf890da87",[],{"_30":10210,"_16":277,"_278":10211,"_146":10213},"a27fdf890da88",[10212],"35f76f20050766b2da45caecc8c0a7f5","which you have a lot of problems,",{"_30":10215,"_16":277,"_278":10216,"_146":3974},"a27fdf890da89",[],{"_30":10218,"_16":277,"_278":10219,"_146":10221},"a27fdf890da810",[10220],"78af9500290873fca2e0c95541aa64df","and you can't complain about them",{"_30":10223,"_16":277,"_278":10224,"_146":3974},"a27fdf890da811",[],{"_30":10226,"_16":277,"_278":10227,"_146":10229},"a27fdf890da812",[10228],"3022492b648750fba686b97d2e89a800","because then you sound like an asshole,",{"_30":10231,"_16":277,"_278":10232,"_146":3974},"a27fdf890da813",[],{"_30":10234,"_16":277,"_278":10235,"_146":10237},"a27fdf890da814",[10236],"251c30dcb264d72e79b49579829e76b1","but you still have problems and",{"_30":10239,"_16":277,"_278":10240,"_146":3974},"a27fdf890da815",[],{"_30":10242,"_16":277,"_278":10243,"_146":10245},"a27fdf890da816",[10244],"9ee514cee790649ea3c702a78561c26c","the only way out of those problems was to go through them.",[10247,10249,10251,10253,10255,10257,10259,10261,10263],{"_30":10180,"_16":4053,"_4054":10248},"00:27:32.474",{"_30":10188,"_16":4053,"_4054":10250},"00:27:34.142",{"_30":10196,"_16":4053,"_4054":10252},"00:27:39.588",{"_30":10204,"_16":4053,"_4054":10254},"00:27:42.707",{"_30":10212,"_16":4053,"_4054":10256},"00:27:46.812",{"_30":10220,"_16":4053,"_4054":10258},"00:27:50.945",{"_30":10228,"_16":4053,"_4054":10260},"00:27:52.307",{"_30":10236,"_16":4053,"_4054":10262},"00:27:54.700",{"_30":10244,"_16":4053,"_4054":10264},"00:27:56.330",{"_30":10266,"_16":272,"_273":10267,"_281":10329,"_283":284},"63a5d666fb06",[10268,10273,10276,10281,10284,10289,10292,10297,10300,10305,10308,10313,10316,10321,10324],{"_30":10269,"_16":277,"_278":10270,"_146":10272},"63a5d666fb060",[10271],"2763495657e020e445c4b69781ce371c","Like, we couldn't just not have the growth.",{"_30":10274,"_16":277,"_278":10275,"_146":3974},"63a5d666fb061",[],{"_30":10277,"_16":277,"_278":10278,"_146":10280},"63a5d666fb062",[10279],"48e52a4d798e6e715b7b7d4b984793c4","We had the growth, the growth was there,",{"_30":10282,"_16":277,"_278":10283,"_146":3974},"63a5d666fb063",[],{"_30":10285,"_16":277,"_278":10286,"_146":10288},"63a5d666fb064",[10287],"5d5fc4f509aa36e0d5f8a82b3ec6c764","the growth was with us.",{"_30":10290,"_16":277,"_278":10291,"_146":3974},"63a5d666fb065",[],{"_30":10293,"_16":277,"_278":10294,"_146":10296},"63a5d666fb066",[10295],"086e12c2b9bdaaf1da882da33cf92f09","It was like, okay, we've got to deal with this shit.",{"_30":10298,"_16":277,"_278":10299,"_146":3974},"63a5d666fb067",[],{"_30":10301,"_16":277,"_278":10302,"_146":10304},"63a5d666fb068",[10303],"4f3652a9dd211311d8b125390dba1d73","So, we dealt with it.",{"_30":10306,"_16":277,"_278":10307,"_146":3974},"63a5d666fb069",[],{"_30":10309,"_16":277,"_278":10310,"_146":10312},"63a5d666fb0610",[10311],"e566f138fe9a307b52b0dbd9fa06638d","And it can be more manageable.",{"_30":10314,"_16":277,"_278":10315,"_146":3974},"63a5d666fb0611",[],{"_30":10317,"_16":277,"_278":10318,"_146":10320},"63a5d666fb0612",[10319],"67151abfc277b8e386188e05846cca92","So data, I here you guys like data,",{"_30":10322,"_16":277,"_278":10323,"_146":3974},"63a5d666fb0613",[],{"_30":10325,"_16":277,"_278":10326,"_146":10328},"63a5d666fb0614",[10327],"a257ed667688e81c3692e787ade64654","so I put some in here.",[10330,10332,10334,10336,10338,10340,10342,10344],{"_30":10271,"_16":4053,"_4054":10331},"00:28:00.306",{"_30":10279,"_16":4053,"_4054":10333},"00:28:03.347",{"_30":10287,"_16":4053,"_4054":10335},"00:28:04.941",{"_30":10295,"_16":4053,"_4054":10337},"00:28:06.480",{"_30":10303,"_16":4053,"_4054":10339},"00:28:08.466",{"_30":10311,"_16":4053,"_4054":10341},"00:28:10.914",{"_30":10319,"_16":4053,"_4054":10343},"00:28:14.769",{"_30":10327,"_16":4053,"_4054":10345},"00:28:16.857",{"_30":10347,"_16":272,"_273":10348,"_281":10431,"_283":284},"777d0158eef1",[10349,10354,10357,10362,10365,10370,10373,10378,10381,10386,10389,10394,10399,10402,10407,10410,10415,10418,10423,10426],{"_30":10350,"_16":277,"_278":10351,"_146":10353},"777d0158eef10",[10352],"d880f2127db25d16578d8f6ae9de32a4","So to shift topics a little bit,",{"_30":10355,"_16":277,"_278":10356,"_146":3974},"777d0158eef11",[],{"_30":10358,"_16":277,"_278":10359,"_146":10361},"777d0158eef12",[10360],"53d86c1f5270596176be2a22a9b92457","knowing our patterns is one of the things",{"_30":10363,"_16":277,"_278":10364,"_146":3974},"777d0158eef13",[],{"_30":10366,"_16":277,"_278":10367,"_146":10369},"777d0158eef14",[10368],"e851ca9ddfd9d26c62d561898d708ada","that helped us manage the onslaught better.",{"_30":10371,"_16":277,"_278":10372,"_146":3974},"777d0158eef15",[],{"_30":10374,"_16":277,"_278":10375,"_146":10377},"777d0158eef16",[10376],"1acfaa6f606799615f04805de1930969","Knowing when tickets are created is hugely useful to us,",{"_30":10379,"_16":277,"_278":10380,"_146":3974},"777d0158eef17",[],{"_30":10382,"_16":277,"_278":10383,"_146":10385},"777d0158eef18",[10384],"da9e5698730f2733b42ab964274c4249","because we have people using Slack",{"_30":10387,"_16":277,"_278":10388,"_146":3974},"777d0158eef19",[],{"_30":10390,"_16":277,"_278":10391,"_146":10393},"777d0158eef110",[10392],"8aadb35047674107812f365d3aeac5f8","all over the world, a",{"_30":10395,"_16":277,"_278":10396,"_146":10398},"777d0158eef111",[10397],"fe80155a575715f98972faa668a9d2a5","nd it's like, well, if we have tickets created at 6AM,",{"_30":10400,"_16":277,"_278":10401,"_146":3974},"777d0158eef112",[],{"_30":10403,"_16":277,"_278":10404,"_146":10406},"777d0158eef113",[10405],"e6da5df2f77a2ea38c8ab9a9c830f7ad","and everyone in San Francisco gets in at 10:30",{"_30":10408,"_16":277,"_278":10409,"_146":3974},"777d0158eef114",[],{"_30":10411,"_16":277,"_278":10412,"_146":10414},"777d0158eef115",[10413],"faba416558efbad877b4f8d88cd5ced4","because this is San Francisco",{"_30":10416,"_16":277,"_278":10417,"_146":3974},"777d0158eef116",[],{"_30":10419,"_16":277,"_278":10420,"_146":10422},"777d0158eef117",[10421],"fd22bb014ec8747fe032f1852f03d11b","and we don't get in to work early,",{"_30":10424,"_16":277,"_278":10425,"_146":3974},"777d0158eef118",[],{"_30":10427,"_16":277,"_278":10428,"_146":10430},"777d0158eef119",[10429],"3daac2bc550dfc69441659c2933b1d86","what does our support queue look like?",[10432,10434,10436,10438,10440,10442,10444,10446,10448,10450,10452],{"_30":10352,"_16":4053,"_4054":10433},"00:28:19.833",{"_30":10360,"_16":4053,"_4054":10435},"00:28:24.839",{"_30":10368,"_16":4053,"_4054":10437},"00:28:27.773",{"_30":10376,"_16":4053,"_4054":10439},"00:28:33.136",{"_30":10384,"_16":4053,"_4054":10441},"00:28:37.313",{"_30":10392,"_16":4053,"_4054":10443},"00:28:39.170",{"_30":10397,"_16":4053,"_4054":10445},"00:28:40.465",{"_30":10405,"_16":4053,"_4054":10447},"00:28:45.411",{"_30":10413,"_16":4053,"_4054":10449},"00:28:48.209",{"_30":10421,"_16":4053,"_4054":10451},"00:28:49.733",{"_30":10429,"_16":4053,"_4054":10453},"00:28:51.610",{"_30":10455,"_16":272,"_273":10456,"_281":10504,"_283":284},"5eb384efbadc",[10457,10462,10467,10470,10475,10478,10483,10486,10491,10494,10499],{"_30":10458,"_16":277,"_278":10459,"_146":10461},"5eb384efbadc0",[10460],"134a74a07bdc12178c06bc2e0a0203b9","So we started, this is Zendesk good data integration a",{"_30":10463,"_16":277,"_278":10464,"_146":10466},"5eb384efbadc1",[10465],"193f5e59eef19236a41dc5cb230d7480","nd this is one of their default reports.",{"_30":10468,"_16":277,"_278":10469,"_146":3974},"5eb384efbadc2",[],{"_30":10471,"_16":277,"_278":10472,"_146":10474},"5eb384efbadc3",[10473],"66a3c88a7e5e5f6b5d4ab41a15a505f2","And I can just go in and be like,",{"_30":10476,"_16":277,"_278":10477,"_146":3974},"5eb384efbadc4",[],{"_30":10479,"_16":277,"_278":10480,"_146":10482},"5eb384efbadc5",[10481],"34cb73f009cf1a9a8450d30b5d4aa942","if you can't read that,",{"_30":10484,"_16":277,"_278":10485,"_146":3974},"5eb384efbadc6",[],{"_30":10487,"_16":277,"_278":10488,"_146":10490},"5eb384efbadc7",[10489],"65fcc0fbb574d3e13eee89a3a47d8030","the blue is opened between six AM and noon,",{"_30":10492,"_16":277,"_278":10493,"_146":3974},"5eb384efbadc8",[],{"_30":10495,"_16":277,"_278":10496,"_146":10498},"5eb384efbadc9",[10497],"5de1aca5a11f5d57ad5c7ce05e4b7b07","the green is opened between noon and six PM, ",{"_30":10500,"_16":277,"_278":10501,"_146":10503},"5eb384efbadc10",[10502],"c5d6d55ed8d408e88d3cd0cab6791b1b","and the yellow is overnight, so six PM to six AM.",[10505,10507,10509,10511,10513,10515,10517],{"_30":10460,"_16":4053,"_4054":10506},"00:28:54.601",{"_30":10465,"_16":4053,"_4054":10508},"00:28:58.266",{"_30":10473,"_16":4053,"_4054":10510},"00:29:00.936",{"_30":10481,"_16":4053,"_4054":10512},"00:29:02.875",{"_30":10489,"_16":4053,"_4054":10514},"00:29:04.241",{"_30":10497,"_16":4053,"_4054":10516},"00:29:08.790",{"_30":10502,"_16":4053,"_4054":10518},"00:29:10.434",{"_30":10520,"_16":272,"_273":10521,"_281":10591,"_283":284},"bd0d32c7eeff",[10522,10527,10530,10535,10538,10543,10546,10551,10554,10559,10562,10567,10570,10575,10578,10583,10586],{"_30":10523,"_16":277,"_278":10524,"_146":10526},"bd0d32c7eeff0",[10525],"39feba8a02651dbb38ec48d68cc79dee","And it's fantastically split in thirds.",{"_30":10528,"_16":277,"_278":10529,"_146":3974},"bd0d32c7eeff1",[],{"_30":10531,"_16":277,"_278":10532,"_146":10534},"bd0d32c7eeff2",[10533],"27e3dc535cab5f85a8845a07c4abd287","This is our data from August.",{"_30":10536,"_16":277,"_278":10537,"_146":3974},"bd0d32c7eeff3",[],{"_30":10539,"_16":277,"_278":10540,"_146":10542},"bd0d32c7eeff4",[10541],"5d200c3aad462439b609fba7c7aec233","So now we have two people in Europe",{"_30":10544,"_16":277,"_278":10545,"_146":3974},"bd0d32c7eeff5",[],{"_30":10547,"_16":277,"_278":10548,"_146":10550},"bd0d32c7eeff6",[10549],"458e388caad964e6b8bad9f9cab6f4c4","who handle most of the overnight stuff.",{"_30":10552,"_16":277,"_278":10553,"_146":3974},"bd0d32c7eeff7",[],{"_30":10555,"_16":277,"_278":10556,"_146":10558},"bd0d32c7eeff8",[10557],"790531c9924a1374c4fb8af9f9318edd","This is San Francisco, so the six PM",{"_30":10560,"_16":277,"_278":10561,"_146":3974},"bd0d32c7eeff9",[],{"_30":10563,"_16":277,"_278":10564,"_146":10566},"bd0d32c7eeff10",[10565],"40ef8698ea43f03fa11da85d6d50a26f","end time doesn't really work,",{"_30":10568,"_16":277,"_278":10569,"_146":3974},"bd0d32c7eeff11",[],{"_30":10571,"_16":277,"_278":10572,"_146":10574},"bd0d32c7eeff12",[10573],"9fc695966ac8cb11975a8b3b83de5e90","we're usually working until nine or ten.",{"_30":10576,"_16":277,"_278":10577,"_146":3974},"bd0d32c7eeff13",[],{"_30":10579,"_16":277,"_278":10580,"_146":10582},"bd0d32c7eeff14",[10581],"067a352f8f7c7f429791b27f5d2e7d5c","And then we have some people on the East Coast,",{"_30":10584,"_16":277,"_278":10585,"_146":3974},"bd0d32c7eeff15",[],{"_30":10587,"_16":277,"_278":10588,"_146":10590},"bd0d32c7eeff16",[10589],"94b7e5da15d42b48755b8da625f3e053","and they start taking over that morning shift.",[10592,10594,10596,10598,10600,10602,10604,10606,10608],{"_30":10525,"_16":4053,"_4054":10593},"00:29:14.506",{"_30":10533,"_16":4053,"_4054":10595},"00:29:16.941",{"_30":10541,"_16":4053,"_4054":10597},"00:29:18.814",{"_30":10549,"_16":4053,"_4054":10599},"00:29:20.967",{"_30":10557,"_16":4053,"_4054":10601},"00:29:24.713",{"_30":10565,"_16":4053,"_4054":10603},"00:29:27.379",{"_30":10573,"_16":4053,"_4054":10605},"00:29:29.641",{"_30":10581,"_16":4053,"_4054":10607},"00:29:32.410",{"_30":10589,"_16":4053,"_4054":10609},"00:29:34.420",{"_30":10611,"_16":272,"_273":10612,"_281":10647,"_283":284},"8cfdb1361c23",[10613,10618,10623,10626,10631,10634,10639,10642],{"_30":10614,"_16":277,"_278":10615,"_146":10617},"8cfdb1361c230",[10616],"0d68472ddbe938c0a530a5404a844732","And now we basically have 24 hour coverage a",{"_30":10619,"_16":277,"_278":10620,"_146":10622},"8cfdb1361c231",[10621],"fb79eda3538402d56d28cb73458ace86","nd as long as we make sure that people",{"_30":10624,"_16":277,"_278":10625,"_146":3974},"8cfdb1361c232",[],{"_30":10627,"_16":277,"_278":10628,"_146":10630},"8cfdb1361c233",[10629],"34f4f7e4a7cb5215918751ee15fbe4ec","are around during different hours of the day,",{"_30":10632,"_16":277,"_278":10633,"_146":3974},"8cfdb1361c234",[],{"_30":10635,"_16":277,"_278":10636,"_146":10638},"8cfdb1361c235",[10637],"72908d6e465143ceb53da376c26895ae","just based on our natural sleep cycles, we take care of it.",{"_30":10640,"_16":277,"_278":10641,"_146":3974},"8cfdb1361c236",[],{"_30":10643,"_16":277,"_278":10644,"_146":10646},"8cfdb1361c237",[10645],"2b4c64e3b3e0cf2ff40a0617097a0ad6","This is the same data but split up by hour.",[10648,10650,10652,10654,10656],{"_30":10616,"_16":4053,"_4054":10649},"00:29:35.866",{"_30":10621,"_16":4053,"_4054":10651},"00:29:38.675",{"_30":10629,"_16":4053,"_4054":10653},"00:29:42.639",{"_30":10637,"_16":4053,"_4054":10655},"00:29:44.947",{"_30":10645,"_16":4053,"_4054":10657},"00:29:48.330",{"_30":10659,"_16":272,"_273":10660,"_281":10714,"_283":284},"e54f35fbf3c1",[10661,10666,10669,10674,10677,10682,10685,10690,10693,10698,10701,10706,10709],{"_30":10662,"_16":277,"_278":10663,"_146":10665},"e54f35fbf3c10",[10664],"04f456b9765bf6071881f52313d9036b","So, once I started taking a step back and looking at this,",{"_30":10667,"_16":277,"_278":10668,"_146":3974},"e54f35fbf3c11",[],{"_30":10670,"_16":277,"_278":10671,"_146":10673},"e54f35fbf3c12",[10672],"12ac6378b2a5a255aadb7fe24c8222e6","it was like, \"Okay, we're getting completely pummeled",{"_30":10675,"_16":277,"_278":10676,"_146":3974},"e54f35fbf3c13",[],{"_30":10678,"_16":277,"_278":10679,"_146":10681},"e54f35fbf3c14",[10680],"7c9de358b3306c62847f6c222403714d","between eight AM and noon,\"",{"_30":10683,"_16":277,"_278":10684,"_146":3974},"e54f35fbf3c15",[],{"_30":10686,"_16":277,"_278":10687,"_146":10689},"e54f35fbf3c16",[10688],"5d10e5f4025788510141b6eaf522ed5b","and this has been an extremely useful time",{"_30":10691,"_16":277,"_278":10692,"_146":3974},"e54f35fbf3c17",[],{"_30":10694,"_16":277,"_278":10695,"_146":10697},"e54f35fbf3c18",[10696],"3ddc4cf62c684502b3b303c0a7b91f2a","to realize that Europe is about done with their work day,",{"_30":10699,"_16":277,"_278":10700,"_146":3974},"e54f35fbf3c19",[],{"_30":10702,"_16":277,"_278":10703,"_146":10705},"e54f35fbf3c110",[10704],"8761bccbb6786bbf167a0d42bb791bc3","and the East Coast is right in the thick of",{"_30":10707,"_16":277,"_278":10708,"_146":3974},"e54f35fbf3c111",[],{"_30":10710,"_16":277,"_278":10711,"_146":10713},"e54f35fbf3c112",[10712],"25fb82411e3e7947df7406cdf3ae3aa4","the beginning of their work day.",[10715,10717,10719,10721,10723,10725,10727],{"_30":10664,"_16":4053,"_4054":10716},"00:29:51.800",{"_30":10672,"_16":4053,"_4054":10718},"00:29:54.243",{"_30":10680,"_16":4053,"_4054":10720},"00:29:56.944",{"_30":10688,"_16":4053,"_4054":10722},"00:30:00.175",{"_30":10696,"_16":4053,"_4054":10724},"00:30:03.339",{"_30":10704,"_16":4053,"_4054":10726},"00:30:07.643",{"_30":10712,"_16":4053,"_4054":10728},"00:30:10.475",{"_30":10730,"_16":272,"_273":10731,"_281":10817,"_283":284},"2af55858c9af",[10732,10737,10740,10745,10748,10753,10756,10761,10764,10769,10772,10777,10780,10785,10788,10793,10796,10801,10804,10809,10812],{"_30":10733,"_16":277,"_278":10734,"_146":10736},"2af55858c9af0",[10735],"a6bc518d033c8b3f79b568f41d189d51","So now that we have four people attacking this",{"_30":10738,"_16":277,"_278":10739,"_146":3974},"2af55858c9af1",[],{"_30":10741,"_16":277,"_278":10742,"_146":10744},"2af55858c9af2",[10743],"0cd9ebbc41e62e3145314f869f7f6ba6","every day at the exact right time",{"_30":10746,"_16":277,"_278":10747,"_146":3974},"2af55858c9af3",[],{"_30":10749,"_16":277,"_278":10750,"_146":10752},"2af55858c9af4",[10751],"25af4e15881fd96077d8b86c79c33135","we don't really have problems anymore.",{"_30":10754,"_16":277,"_278":10755,"_146":3974},"2af55858c9af5",[],{"_30":10757,"_16":277,"_278":10758,"_146":10760},"2af55858c9af6",[10759],"68b54510d2fcbff4f8ee9226b684fd55","It doesn't get out of control,",{"_30":10762,"_16":277,"_278":10763,"_146":3974},"2af55858c9af7",[],{"_30":10765,"_16":277,"_278":10766,"_146":10768},"2af55858c9af8",[10767],"cd3c1fcfe688b452bdbdf338b9977304","it's there, it's manageable,",{"_30":10770,"_16":277,"_278":10771,"_146":3974},"2af55858c9af9",[],{"_30":10773,"_16":277,"_278":10774,"_146":10776},"2af55858c9af10",[10775],"4de36a9e64a4d7ced05233a56ac34523","everybody is getting really prompt replies,",{"_30":10778,"_16":277,"_278":10779,"_146":3974},"2af55858c9af11",[],{"_30":10781,"_16":277,"_278":10782,"_146":10784},"2af55858c9af12",[10783],"e0bb0a8454feb3e2d654ea1bd238d0cc","everything feels really good,",{"_30":10786,"_16":277,"_278":10787,"_146":3974},"2af55858c9af13",[],{"_30":10789,"_16":277,"_278":10790,"_146":10792},"2af55858c9af14",[10791],"5b7a37096b3f0ad86f2ad37ad2362248","nobody feels overwhelmed,",{"_30":10794,"_16":277,"_278":10795,"_146":3974},"2af55858c9af15",[],{"_30":10797,"_16":277,"_278":10798,"_146":10800},"2af55858c9af16",[10799],"f99f91cd95b564c1d81cdb196b27ab22","because everything is manageable.",{"_30":10802,"_16":277,"_278":10803,"_146":3974},"2af55858c9af17",[],{"_30":10805,"_16":277,"_278":10806,"_146":10808},"2af55858c9af18",[10807],"4d55fc057ffb67d01fe4beb3c58ea0ce","And this is another good data chart",{"_30":10810,"_16":277,"_278":10811,"_146":3974},"2af55858c9af19",[],{"_30":10813,"_16":277,"_278":10814,"_146":10816},"2af55858c9af20",[10815],"bbbc327c119c039532532881aad97152","that just comes default, which is awesome.",[10818,10820,10822,10824,10826,10828,10830,10832,10834,10836,10838],{"_30":10735,"_16":4053,"_4054":10819},"00:30:12.167",{"_30":10743,"_16":4053,"_4054":10821},"00:30:14.914",{"_30":10751,"_16":4053,"_4054":10823},"00:30:16.976",{"_30":10759,"_16":4053,"_4054":10825},"00:30:19.313",{"_30":10767,"_16":4053,"_4054":10827},"00:30:20.607",{"_30":10775,"_16":4053,"_4054":10829},"00:30:22.542",{"_30":10783,"_16":4053,"_4054":10831},"00:30:24.406",{"_30":10791,"_16":4053,"_4054":10833},"00:30:26.690",{"_30":10799,"_16":4053,"_4054":10835},"00:30:27.503",{"_30":10807,"_16":4053,"_4054":10837},"00:30:29.673",{"_30":10815,"_16":4053,"_4054":10839},"00:30:32.604",{"_30":10841,"_16":272,"_273":10842,"_281":10896,"_283":284},"77264737a599",[10843,10848,10851,10856,10859,10864,10867,10872,10875,10880,10883,10888,10891],{"_30":10844,"_16":277,"_278":10845,"_146":10847},"77264737a5990",[10846],"2164fa32f6873a259510f8d0bb2aec53","So, one thing about our product is that we're doing",{"_30":10849,"_16":277,"_278":10850,"_146":3974},"77264737a5991",[],{"_30":10852,"_16":277,"_278":10853,"_146":10855},"77264737a5992",[10854],"172a51144127f6145c2b63788e465281","something that people use",{"_30":10857,"_16":277,"_278":10858,"_146":3974},"77264737a5993",[],{"_30":10860,"_16":277,"_278":10861,"_146":10863},"77264737a5994",[10862],"cc108940b604a2ab99162fd2ae832a45","to communicate with their co-workers.",{"_30":10865,"_16":277,"_278":10866,"_146":3974},"77264737a5995",[],{"_30":10868,"_16":277,"_278":10869,"_146":10871},"77264737a5996",[10870],"08d75f3c4f5b96c68cc76783c0b59917","If it goes down, we can actually disrupt",{"_30":10873,"_16":277,"_278":10874,"_146":3974},"77264737a5997",[],{"_30":10876,"_16":277,"_278":10877,"_146":10879},"77264737a5998",[10878],"e8290ff3abb9c489363c993c1e5e6cc5","an entire company's workday,",{"_30":10881,"_16":277,"_278":10882,"_146":3974},"77264737a5999",[],{"_30":10884,"_16":277,"_278":10885,"_146":10887},"77264737a59910",[10886],"f247aba3325514f64de704887268e7b1","and that's incredibly not cool.",{"_30":10889,"_16":277,"_278":10890,"_146":3974},"77264737a59911",[],{"_30":10892,"_16":277,"_278":10893,"_146":10895},"77264737a59912",[10894],"81c4ddad31a275f7934412639c43756e","That is something that I take with the utmost seriousness.",[10897,10899,10901,10903,10905,10907,10909],{"_30":10846,"_16":4053,"_4054":10898},"00:30:37.092",{"_30":10854,"_16":4053,"_4054":10900},"00:30:39.407",{"_30":10862,"_16":4053,"_4054":10902},"00:30:40.935",{"_30":10870,"_16":4053,"_4054":10904},"00:30:42.543",{"_30":10878,"_16":4053,"_4054":10906},"00:30:44.368",{"_30":10886,"_16":4053,"_4054":10908},"00:30:45.742",{"_30":10894,"_16":4053,"_4054":10910},"00:30:47.600",{"_30":10912,"_16":272,"_273":10913,"_281":11004,"_283":284},"381178ef70e4",[10914,10919,10922,10927,10930,10935,10938,10943,10946,10951,10954,10959,10962,10967,10972,10975,10980,10983,10988,10991,10996,10999],{"_30":10915,"_16":277,"_278":10916,"_146":10918},"381178ef70e40",[10917],"0536de85c23131985ef89f2cb8c3f5b2","For us, if somebody's having a problem,",{"_30":10920,"_16":277,"_278":10921,"_146":3974},"381178ef70e41",[],{"_30":10923,"_16":277,"_278":10924,"_146":10926},"381178ef70e42",[10925],"69b400bebd4b425c2455dcbcb4aa0392","it is extremely important that we answer them promptly.",{"_30":10928,"_16":277,"_278":10929,"_146":3974},"381178ef70e43",[],{"_30":10931,"_16":277,"_278":10932,"_146":10934},"381178ef70e44",[10933],"3b01e1368d7d69e4006144a0ba08e9dd","We have to do this if they're having a problem.",{"_30":10936,"_16":277,"_278":10937,"_146":3974},"381178ef70e45",[],{"_30":10939,"_16":277,"_278":10940,"_146":10942},"381178ef70e46",[10941],"403bf0e23b04be0231166055f2fd547e","So having this sort of 24 hour coverage",{"_30":10944,"_16":277,"_278":10945,"_146":3974},"381178ef70e47",[],{"_30":10947,"_16":277,"_278":10948,"_146":10950},"381178ef70e48",[10949],"bc77f27e2f1fd3eb0d8489b4516c02f0","is very important to us, and also back",{"_30":10952,"_16":277,"_278":10953,"_146":3974},"381178ef70e49",[],{"_30":10955,"_16":277,"_278":10956,"_146":10958},"381178ef70e410",[10957],"d34173bed361d9d94208275c516e2f99","to expectations and, you know,",{"_30":10960,"_16":277,"_278":10961,"_146":3974},"381178ef70e411",[],{"_30":10963,"_16":277,"_278":10964,"_146":10966},"381178ef70e412",[10965],"10a518631b8959e73d36238f84845de2","did someone have a problem or a question, like, \"W",{"_30":10968,"_16":277,"_278":10969,"_146":10971},"381178ef70e413",[10970],"a9be7ea34aa5eaf375bd9da9296ba03d","hat are they expecting out of you?\"",{"_30":10973,"_16":277,"_278":10974,"_146":3974},"381178ef70e414",[],{"_30":10976,"_16":277,"_278":10977,"_146":10979},"381178ef70e415",[10978],"d31f4ba04b369b91eeeef9f7b35321d6","And as long as you understand the pattern",{"_30":10981,"_16":277,"_278":10982,"_146":3974},"381178ef70e416",[],{"_30":10984,"_16":277,"_278":10985,"_146":10987},"381178ef70e417",[10986],"09552b46298c4a0ed13add451fecb621","not only of when things come in,",{"_30":10989,"_16":277,"_278":10990,"_146":3974},"381178ef70e418",[],{"_30":10992,"_16":277,"_278":10993,"_146":10995},"381178ef70e419",[10994],"76eec9de4a990295df3712415d1146fe","but what sort of things you're getting,",{"_30":10997,"_16":277,"_278":10998,"_146":3974},"381178ef70e420",[],{"_30":11000,"_16":277,"_278":11001,"_146":11003},"381178ef70e421",[11002],"397ca70347d687bb8166cfe3d6fdb91d","you can handle this load a lot better.",[11005,11007,11009,11011,11013,11015,11017,11019,11021,11023,11025,11027],{"_30":10917,"_16":4053,"_4054":11006},"00:30:53.721",{"_30":10925,"_16":4053,"_4054":11008},"00:30:56.542",{"_30":10933,"_16":4053,"_4054":11010},"00:30:59.235",{"_30":10941,"_16":4053,"_4054":11012},"00:31:03.410",{"_30":10949,"_16":4053,"_4054":11014},"00:31:05.544",{"_30":10957,"_16":4053,"_4054":11016},"00:31:08.171",{"_30":10965,"_16":4053,"_4054":11018},"00:31:09.872",{"_30":10970,"_16":4053,"_4054":11020},"00:31:11.276",{"_30":10978,"_16":4053,"_4054":11022},"00:31:12.805",{"_30":10986,"_16":4053,"_4054":11024},"00:31:15.537",{"_30":10994,"_16":4053,"_4054":11026},"00:31:18.312",{"_30":11002,"_16":4053,"_4054":11028},"00:31:19.981",{"_30":11030,"_16":272,"_273":11031,"_281":11101,"_283":284},"a96b30d37470",[11032,11037,11040,11045,11048,11053,11056,11061,11064,11069,11072,11077,11080,11085,11088,11093,11096],{"_30":11033,"_16":277,"_278":11034,"_146":11036},"a96b30d374700",[11035],"d393e8062ed28c8077f3f25ca5cfdcca","And that's what this slide is.",{"_30":11038,"_16":277,"_278":11039,"_146":3974},"a96b30d374701",[],{"_30":11041,"_16":277,"_278":11042,"_146":11044},"a96b30d374702",[11043],"12a7b040787d880cce12669a758cacb2","It's a little bit hard to see here.",{"_30":11046,"_16":277,"_278":11047,"_146":3974},"a96b30d374703",[],{"_30":11049,"_16":277,"_278":11050,"_146":11052},"a96b30d374704",[11051],"1ef236eb7a4d1de9402888dfc2311a33","I apologize.",{"_30":11054,"_16":277,"_278":11055,"_146":3974},"a96b30d374705",[],{"_30":11057,"_16":277,"_278":11058,"_146":11060},"a96b30d374706",[11059],"b1c446c01c9ace31b3c18b50491f7ebd","The green wiggle is the number of,",{"_30":11062,"_16":277,"_278":11063,"_146":3974},"a96b30d374707",[],{"_30":11065,"_16":277,"_278":11066,"_146":11068},"a96b30d374708",[11067],"7da47db5d5ec389be0d4661e44d022a2","oh hey, I have this really close, right here,",{"_30":11070,"_16":277,"_278":11071,"_146":3974},"a96b30d374709",[],{"_30":11073,"_16":277,"_278":11074,"_146":11076},"a96b30d3747010",[11075],"31bc74f18a60d7dda71762eefe81a2e2","the green wiggle is the number of problem tickets created.",{"_30":11078,"_16":277,"_278":11079,"_146":3974},"a96b30d3747011",[],{"_30":11081,"_16":277,"_278":11082,"_146":11084},"a96b30d3747012",[11083],"176c7fc38c1a0e5d858e836cf4d01c9f","These are genuine bugs or people",{"_30":11086,"_16":277,"_278":11087,"_146":3974},"a96b30d3747013",[],{"_30":11089,"_16":277,"_278":11090,"_146":11092},"a96b30d3747014",[11091],"216ae2fa70f881fc4717474db2b731cd","having issues with the software,",{"_30":11094,"_16":277,"_278":11095,"_146":3974},"a96b30d3747015",[],{"_30":11097,"_16":277,"_278":11098,"_146":11100},"a96b30d3747016",[11099],"494bff254d756a8ca7f9beab365ebb89","that's the lowest wiggle.",[11102,11104,11106,11108,11110,11112,11114,11116,11118],{"_30":11035,"_16":4053,"_4054":11103},"00:31:23.274",{"_30":11043,"_16":4053,"_4054":11105},"00:31:24.772",{"_30":11051,"_16":4053,"_4054":11107},"00:31:26.271",{"_30":11059,"_16":4053,"_4054":11109},"00:31:30.255",{"_30":11067,"_16":4053,"_4054":11111},"00:31:36.511",{"_30":11075,"_16":4053,"_4054":11113},"00:31:40.423",{"_30":11083,"_16":4053,"_4054":11115},"00:31:43.371",{"_30":11091,"_16":4053,"_4054":11117},"00:31:45.511",{"_30":11099,"_16":4053,"_4054":11119},"00:31:47.430",{"_30":11121,"_16":272,"_273":11122,"_281":11168,"_283":284},"84d9e6dd13dd",[11123,11128,11131,11136,11139,11144,11147,11152,11155,11160,11163],{"_30":11124,"_16":277,"_278":11125,"_146":11127},"84d9e6dd13dd0",[11126],"25d990bde6cacec70dd2e423ac327b30","The yellow wiggle is the questions.",{"_30":11129,"_16":277,"_278":11130,"_146":3974},"84d9e6dd13dd1",[],{"_30":11132,"_16":277,"_278":11133,"_146":11135},"84d9e6dd13dd2",[11134],"13817dbea3b3dd224f1c2dae6a2f807d","So people basically just going, \"Can I?\"",{"_30":11137,"_16":277,"_278":11138,"_146":3974},"84d9e6dd13dd3",[],{"_30":11140,"_16":277,"_278":11141,"_146":11143},"84d9e6dd13dd4",[11142],"7df9d1efcc93c38b27df6166c2907a4f","or \"Does it?\" or \"How do you?\"",{"_30":11145,"_16":277,"_278":11146,"_146":3974},"84d9e6dd13dd5",[],{"_30":11148,"_16":277,"_278":11149,"_146":11151},"84d9e6dd13dd6",[11150],"a87f6bb998fc697f084d6a174093d005","And recently that's the top wiggle.",{"_30":11153,"_16":277,"_278":11154,"_146":3974},"84d9e6dd13dd7",[],{"_30":11156,"_16":277,"_278":11157,"_146":11159},"84d9e6dd13dd8",[11158],"1871aa7e30f4735179d31d1e9a62b228","And then that darker purple wiggle",{"_30":11161,"_16":277,"_278":11162,"_146":3974},"84d9e6dd13dd9",[],{"_30":11164,"_16":277,"_278":11165,"_146":11167},"84d9e6dd13dd10",[11166],"abce083775432392da4830091d29d95b","is that feedback and features queue.",[11169,11171,11173,11175,11177,11179],{"_30":11126,"_16":4053,"_4054":11170},"00:31:48.880",{"_30":11134,"_16":4053,"_4054":11172},"00:31:51.350",{"_30":11142,"_16":4053,"_4054":11174},"00:31:53.669",{"_30":11150,"_16":4053,"_4054":11176},"00:31:56.368",{"_30":11158,"_16":4053,"_4054":11178},"00:32:00.877",{"_30":11166,"_16":4053,"_4054":11180},"00:32:02.676",{"_30":11182,"_16":272,"_273":11183,"_281":11205,"_283":284},"e488167cd50b",[11184,11189,11192,11197,11200],{"_30":11185,"_16":277,"_278":11186,"_146":11188},"e488167cd50b0",[11187],"46bfa940c64308076a0c3c7ec0c47f8a","So, when you look at this it's like,",{"_30":11190,"_16":277,"_278":11191,"_146":3974},"e488167cd50b1",[],{"_30":11193,"_16":277,"_278":11194,"_146":11196},"e488167cd50b2",[11195],"4631a5a0ad2d27911b1008229aa00cd2","\"Oh, you know, a third of our tickets are problems,",{"_30":11198,"_16":277,"_278":11199,"_146":3974},"e488167cd50b3",[],{"_30":11201,"_16":277,"_278":11202,"_146":11204},"e488167cd50b4",[11203],"596bf62b510e929d6c3720e9dc71f5aa","and everything else we can deal with without involving development.\"",[11206,11208,11210],{"_30":11187,"_16":4053,"_4054":11207},"00:32:05.479",{"_30":11195,"_16":4053,"_4054":11209},"00:32:08.700",{"_30":11203,"_16":4053,"_4054":11211},"00:32:11.442",{"_30":11213,"_16":272,"_273":11214,"_281":11293,"_283":284},"714fffacfb1e",[11215,11220,11223,11228,11231,11236,11239,11244,11249,11253,11256,11261,11264,11269,11272,11277,11280,11285,11288],{"_30":11216,"_16":277,"_278":11217,"_146":11219},"714fffacfb1e0",[11218],"57e2e1657c19c4e8cb283aa672f544fe","So, moving on to that, oh wait, one second,",{"_30":11221,"_16":277,"_278":11222,"_146":3974},"714fffacfb1e1",[],{"_30":11224,"_16":277,"_278":11225,"_146":11227},"714fffacfb1e2",[11226],"3981176e948429eae259d1af7f6dfbec","because I hear you guys like tools.",{"_30":11229,"_16":277,"_278":11230,"_146":3974},"714fffacfb1e3",[],{"_30":11232,"_16":277,"_278":11233,"_146":11235},"714fffacfb1e4",[11234],"1dc0879a67cfe632095e5ff63eba113f","So our toolset right now is really simple.",{"_30":11237,"_16":277,"_278":11238,"_146":3974},"714fffacfb1e5",[],{"_30":11240,"_16":277,"_278":11241,"_146":11243},"714fffacfb1e6",[11242],"fa357df997809b2582025e5ef54a68c9","It's ",{"_30":11245,"_16":277,"_278":11246,"_146":11248},"714fffacfb1e7",[11242,11247],"9f933df1445d","Zendesk",{"_30":11250,"_16":277,"_278":11251,"_146":11252},"714fffacfb1e8",[11242],", and we offer email 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one,",{"_30":11286,"_16":277,"_278":11287,"_146":3974},"714fffacfb1e17",[],{"_30":11289,"_16":277,"_278":11290,"_146":11292},"714fffacfb1e18",[11291],"a8a4c6861db22f3ccd67efcc95616b35","and it may fail, because, you know, live demos.",[11294,11296,11298,11300,11302,11304,11306,11308,11310,11312],{"_30":11218,"_16":4053,"_4054":11295},"00:32:16.440",{"_30":11226,"_16":4053,"_4054":11297},"00:32:21.472",{"_30":11234,"_16":4053,"_4054":11299},"00:32:23.239",{"_30":11247,"_16":42,"_401":11301},"https://www.zendesk.com/",{"_30":11242,"_16":4053,"_4054":11303},"00:32:25.810",{"_30":11259,"_16":4053,"_4054":11305},"00:32:28.179",{"_30":11267,"_16":4053,"_4054":11307},"00:32:30.378",{"_30":11275,"_16":4053,"_4054":11309},"00:32:31.876",{"_30":11283,"_16":4053,"_4054":11311},"00:32:33.941",{"_30":11291,"_16":4053,"_4054":11313},"00:32:35.543",{"_30":11315,"_16":272,"_273":11316,"_281":11379,"_283":284},"99159afd20be",[11317,11322,11327,11331,11334,11339,11342,11347,11350,11355,11358,11363,11366,11371,11374],{"_30":11318,"_16":277,"_278":11319,"_146":11321},"99159afd20be0",[11320],"492699580db66b537d4d7593decf7e52","We use a tool called ",{"_30":11323,"_16":277,"_278":11324,"_146":11326},"99159afd20be1",[11320,11325],"1769e8c91dff","Respondly",{"_30":11328,"_16":277,"_278":11329,"_146":11330},"99159afd20be2",[11320]," for Twitter support.",{"_30":11332,"_16":277,"_278":11333,"_146":3974},"99159afd20be3",[],{"_30":11335,"_16":277,"_278":11336,"_146":11338},"99159afd20be4",[11337],"8d90c120eedb2563aa8b579713d702b0","And the thing I like about Respondly is that",{"_30":11340,"_16":277,"_278":11341,"_146":3974},"99159afd20be5",[],{"_30":11343,"_16":277,"_278":11344,"_146":11346},"99159afd20be6",[11345],"6d8b3e1376566e16ff5d3ed139310d1c","it gives us the tools to treat Twitter",{"_30":11348,"_16":277,"_278":11349,"_146":3974},"99159afd20be7",[],{"_30":11351,"_16":277,"_278":11352,"_146":11354},"99159afd20be8",[11353],"879b13c15acd7d705856486684c92772","like it's a very lightweight support queuel.",{"_30":11356,"_16":277,"_278":11357,"_146":3974},"99159afd20be9",[],{"_30":11359,"_16":277,"_278":11360,"_146":11362},"99159afd20be10",[11361],"1cbde96fed4aaad22f85ee8ce5b1573e","It's like Zendesk.",{"_30":11364,"_16":277,"_278":11365,"_146":3974},"99159afd20be11",[],{"_30":11367,"_16":277,"_278":11368,"_146":11370},"99159afd20be12",[11369],"aaad76bf0672c2de56f323b48b4035f5","Here is a quick screenshot of what we see",{"_30":11372,"_16":277,"_278":11373,"_146":3974},"99159afd20be13",[],{"_30":11375,"_16":277,"_278":11376,"_146":11378},"99159afd20be14",[11377],"803b727ee8615e7e9b2abc34c0841486","in Respondly when someone sends us a tweet.",[11380,11382,11384,11386,11388,11390,11392,11394],{"_30":11325,"_16":42,"_401":11381},"https://respondly.com/",{"_30":11320,"_16":4053,"_4054":11383},"00:32:37.742",{"_30":11337,"_16":4053,"_4054":11385},"00:32:41.609",{"_30":11345,"_16":4053,"_4054":11387},"00:32:44.745",{"_30":11353,"_16":4053,"_4054":11389},"00:32:46.679",{"_30":11361,"_16":4053,"_4054":11391},"00:32:49.833",{"_30":11369,"_16":4053,"_4054":11393},"00:32:52.243",{"_30":11377,"_16":4053,"_4054":11395},"00:32:54.781",{"_30":11397,"_16":272,"_273":11398,"_281":11460,"_283":284},"5bc62019b98c",[11399,11404,11407,11412,11415,11420,11423,11428,11431,11436,11439,11444,11447,11452,11455],{"_30":11400,"_16":277,"_278":11401,"_146":11403},"5bc62019b98c0",[11402],"8ee23b6aa880c24fd491cfea81ae8c85","And this is hugely important.",{"_30":11405,"_16":277,"_278":11406,"_146":3974},"5bc62019b98c1",[],{"_30":11408,"_16":277,"_278":11409,"_146":11411},"5bc62019b98c2",[11410],"57a01c3c519803b9029bc5d727b19465","So this goes back to very first job",{"_30":11413,"_16":277,"_278":11414,"_146":3974},"5bc62019b98c3",[],{"_30":11416,"_16":277,"_278":11417,"_146":11419},"5bc62019b98c4",[11418],"bac873f4d810b4142c4744690b7d511e","and understanding who we're talking to.",{"_30":11421,"_16":277,"_278":11422,"_146":3974},"5bc62019b98c5",[],{"_30":11424,"_16":277,"_278":11425,"_146":11427},"5bc62019b98c6",[11426],"fe6310f3518dca15de890bb86248837e","Every tweet we get the name, we get the at name,",{"_30":11429,"_16":277,"_278":11430,"_146":3974},"5bc62019b98c7",[],{"_30":11432,"_16":277,"_278":11433,"_146":11435},"5bc62019b98c8",[11434],"438dc63318d2f9f334ab4af8c3470de5","we get their bio, we see how many followers they have,",{"_30":11437,"_16":277,"_278":11438,"_146":3974},"5bc62019b98c9",[],{"_30":11440,"_16":277,"_278":11441,"_146":11443},"5bc62019b98c10",[11442],"3c0fdcb69670c9b21bde26fc0cb09df3","and this is amazing, because we know exactly",{"_30":11445,"_16":277,"_278":11446,"_146":3974},"5bc62019b98c11",[],{"_30":11448,"_16":277,"_278":11449,"_146":11451},"5bc62019b98c12",[11450],"72b9507d77bf030a44d1d229c35953b8","who we're talking to and most people",{"_30":11453,"_16":277,"_278":11454,"_146":3974},"5bc62019b98c13",[],{"_30":11456,"_16":277,"_278":11457,"_146":11459},"5bc62019b98c14",[11458],"880209c99edd163fe5d6f812a2009968","in this industry put their company in their bio.",[11461,11463,11465,11467,11469,11471,11473,11475],{"_30":11402,"_16":4053,"_4054":11462},"00:32:57.730",{"_30":11410,"_16":4053,"_4054":11464},"00:32:59.477",{"_30":11418,"_16":4053,"_4054":11466},"00:33:01.842",{"_30":11426,"_16":4053,"_4054":11468},"00:33:04.106",{"_30":11434,"_16":4053,"_4054":11470},"00:33:06.412",{"_30":11442,"_16":4053,"_4054":11472},"00:33:09.877",{"_30":11450,"_16":4053,"_4054":11474},"00:33:12.279",{"_30":11458,"_16":4053,"_4054":11476},"00:33:14.760",{"_30":11478,"_16":272,"_273":11479,"_281":11522,"_283":284},"67d66c3a09aa",[11480,11485,11488,11493,11498,11501,11506,11509,11514,11517],{"_30":11481,"_16":277,"_278":11482,"_146":11484},"67d66c3a09aa0",[11483],"caaca60f95d97eb7e8d7de0ebc396b7a","So I can immediately go, \"Oh, I know what team",{"_30":11486,"_16":277,"_278":11487,"_146":3974},"67d66c3a09aa1",[],{"_30":11489,"_16":277,"_278":11490,"_146":11492},"67d66c3a09aa2",[11491],"2660d7bdb00aa14c0c3022b23b05dc4b","this person is on and they're having problems ",{"_30":11494,"_16":277,"_278":11495,"_146":11497},"67d66c3a09aa3",[11496],"53dc7879c926231f748719dc09eac5f8","because some other dude disabled",{"_30":11499,"_16":277,"_278":11500,"_146":3974},"67d66c3a09aa4",[],{"_30":11502,"_16":277,"_278":11503,"_146":11505},"67d66c3a09aa5",[11504],"ff8c093f841eeb51e9c12e57ddf43130","the Slackbar Response yesterday.\"",{"_30":11507,"_16":277,"_278":11508,"_146":3974},"67d66c3a09aa6",[],{"_30":11510,"_16":277,"_278":11511,"_146":11513},"67d66c3a09aa7",[11512],"d238aa5f4dc276aa1a226ea86293b856","You can start tying together all the stuff that's happening",{"_30":11515,"_16":277,"_278":11516,"_146":3974},"67d66c3a09aa8",[],{"_30":11518,"_16":277,"_278":11519,"_146":11521},"67d66c3a09aa9",[11520],"74d0b7e77067c6ec49e165a38c908dd1","just based on knowing who they are and where they work.",[11523,11525,11527,11529,11531,11533],{"_30":11483,"_16":4053,"_4054":11524},"00:33:17.135",{"_30":11491,"_16":4053,"_4054":11526},"00:33:19.580",{"_30":11496,"_16":4053,"_4054":11528},"00:33:21.239",{"_30":11504,"_16":4053,"_4054":11530},"00:33:22.778",{"_30":11512,"_16":4053,"_4054":11532},"00:33:25.510",{"_30":11520,"_16":4053,"_4054":11534},"00:33:27.677",{"_30":11536,"_16":272,"_273":11537,"_281":11623,"_283":284},"7e2d7e94d352",[11538,11543,11546,11551,11554,11559,11562,11567,11570,11575,11578,11583,11586,11591,11594,11599,11602,11607,11610,11615,11618],{"_30":11539,"_16":277,"_278":11540,"_146":11542},"7e2d7e94d3520",[11541],"13c45088ee238265c5a5220c029492ec","Another thing that we really like about this tool",{"_30":11544,"_16":277,"_278":11545,"_146":3974},"7e2d7e94d3521",[],{"_30":11547,"_16":277,"_278":11548,"_146":11550},"7e2d7e94d3522",[11549],"c5b9830c68d586f80145ac49a760d297","is that it makes it really easy to follow people,",{"_30":11552,"_16":277,"_278":11553,"_146":3974},"7e2d7e94d3523",[],{"_30":11555,"_16":277,"_278":11556,"_146":11558},"7e2d7e94d3524",[11557],"59e0e30b428a8f1a3a1427363bada50f","which is this dude up here, and to fave tweets.",{"_30":11560,"_16":277,"_278":11561,"_146":3974},"7e2d7e94d3525",[],{"_30":11563,"_16":277,"_278":11564,"_146":11566},"7e2d7e94d3526",[11565],"1cb2e8412482fe49aa571f0e935b4e05","We fave a lot of tweets because",{"_30":11568,"_16":277,"_278":11569,"_146":3974},"7e2d7e94d3527",[],{"_30":11571,"_16":277,"_278":11572,"_146":11574},"7e2d7e94d3528",[11573],"2c573809a35a72059bb0724d47acb2ee","we think everybody is pretty awesome.",{"_30":11576,"_16":277,"_278":11577,"_146":3974},"7e2d7e94d3529",[],{"_30":11579,"_16":277,"_278":11580,"_146":11582},"7e2d7e94d35210",[11581],"1182407a29ab42fa2ef9192799dbc720","It makes it really easy for us to reply",{"_30":11584,"_16":277,"_278":11585,"_146":3974},"7e2d7e94d35211",[],{"_30":11587,"_16":277,"_278":11588,"_146":11590},"7e2d7e94d35212",[11589],"0c25682512cb14ce819df3ce132fd262","to them in archive, and this prevents us",{"_30":11592,"_16":277,"_278":11593,"_146":3974},"7e2d7e94d35213",[],{"_30":11595,"_16":277,"_278":11596,"_146":11598},"7e2d7e94d35214",[11597],"b89f5c6ccadc9e9e3e1fd77dcc28330a","from overlapping in terms of somebody has replied",{"_30":11600,"_16":277,"_278":11601,"_146":3974},"7e2d7e94d35215",[],{"_30":11603,"_16":277,"_278":11604,"_146":11606},"7e2d7e94d35216",[11605],"86fc2797366e527bf8abae9dbd90c933","to this person and we accidentally",{"_30":11608,"_16":277,"_278":11609,"_146":3974},"7e2d7e94d35217",[],{"_30":11611,"_16":277,"_278":11612,"_146":11614},"7e2d7e94d35218",[11613],"e5a0f65e9dee772cd395b9b1f9235097","sent you a duplicate reply.",{"_30":11616,"_16":277,"_278":11617,"_146":3974},"7e2d7e94d35219",[],{"_30":11619,"_16":277,"_278":11620,"_146":11622},"7e2d7e94d35220",[11621],"4371ce6db3508d62dd66845ab976c5ac","Doesn't happen anymore.",[11624,11626,11628,11630,11632,11634,11636,11638,11640,11642,11644],{"_30":11541,"_16":4053,"_4054":11625},"00:33:31.583",{"_30":11549,"_16":4053,"_4054":11627},"00:33:34.247",{"_30":11557,"_16":4053,"_4054":11629},"00:33:37.427",{"_30":11565,"_16":4053,"_4054":11631},"00:33:39.681",{"_30":11573,"_16":4053,"_4054":11633},"00:33:41.370",{"_30":11581,"_16":4053,"_4054":11635},"00:33:44.665",{"_30":11589,"_16":4053,"_4054":11637},"00:33:46.178",{"_30":11597,"_16":4053,"_4054":11639},"00:33:47.845",{"_30":11605,"_16":4053,"_4054":11641},"00:33:52.168",{"_30":11613,"_16":4053,"_4054":11643},"00:33:54.478",{"_30":11621,"_16":4053,"_4054":11645},"00:33:55.976",{"_30":11647,"_16":272,"_273":11648,"_281":11670,"_283":284},"94153e4156b6",[11649,11654,11657,11662,11665],{"_30":11650,"_16":277,"_278":11651,"_146":11653},"94153e4156b60",[11652],"e12e62b9ed850fcece4bb7919a04352a","And finally, there's basic collision detection.",{"_30":11655,"_16":277,"_278":11656,"_146":3974},"94153e4156b61",[],{"_30":11658,"_16":277,"_278":11659,"_146":11661},"94153e4156b62",[11660],"f1aa634c704500a6aca597197e6f3866","So I can see if Stuart's viewing a tweet and be like,",{"_30":11663,"_16":277,"_278":11664,"_146":3974},"94153e4156b63",[],{"_30":11666,"_16":277,"_278":11667,"_146":11669},"94153e4156b64",[11668],"710de70d9c1943f84819e40c6712f797","\"He's got it, I'm not going to answer it. Moving on.\"",[11671,11673,11675],{"_30":11652,"_16":4053,"_4054":11672},"00:33:57.940",{"_30":11660,"_16":4053,"_4054":11674},"00:34:00.375",{"_30":11668,"_16":4053,"_4054":11676},"00:34:02.812",{"_30":11678,"_16":272,"_273":11679,"_281":11757,"_283":284},"396517b44944",[11680,11685,11688,11693,11696,11701,11704,11709,11712,11717,11720,11725,11728,11733,11736,11741,11744,11749,11752],{"_30":11681,"_16":277,"_278":11682,"_146":11684},"396517b449440",[11683],"d1868b84d09cdf4c5a478efed22d0550","If you do have a Twitter support presence,",{"_30":11686,"_16":277,"_278":11687,"_146":3974},"396517b449441",[],{"_30":11689,"_16":277,"_278":11690,"_146":11692},"396517b449442",[11691],"7b1c09a0e72646347f5076808ba73edf","Respondly is great for us,",{"_30":11694,"_16":277,"_278":11695,"_146":3974},"396517b449443",[],{"_30":11697,"_16":277,"_278":11698,"_146":11700},"396517b449444",[11699],"8d3d28340918cac6427de15bb41b9c3e","I would recommend you look in to something like this",{"_30":11702,"_16":277,"_278":11703,"_146":3974},"396517b449445",[],{"_30":11705,"_16":277,"_278":11706,"_146":11708},"396517b449446",[11707],"d5789b88f1344a524d82bf732e4b647d","where you can understand not just",{"_30":11710,"_16":277,"_278":11711,"_146":3974},"396517b449447",[],{"_30":11713,"_16":277,"_278":11714,"_146":11716},"396517b449448",[11715],"dd6b94cce994b16eb4a257a6a933c15c","who you're talking to but also get",{"_30":11718,"_16":277,"_278":11719,"_146":3974},"396517b449449",[],{"_30":11721,"_16":277,"_278":11722,"_146":11724},"396517b4494410",[11723],"c6ac4e303d764ff8e0dce7c958de067e","the context around it.",{"_30":11726,"_16":277,"_278":11727,"_146":3974},"396517b4494411",[],{"_30":11729,"_16":277,"_278":11730,"_146":11732},"396517b4494412",[11731],"912925f3106858e9e8518e7645faeb46","And my screenshot doesn't show 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too.",[11758,11760,11762,11764,11766,11768,11770,11772,11774,11776],{"_30":11683,"_16":4053,"_4054":11759},"00:34:06.562",{"_30":11691,"_16":4053,"_4054":11761},"00:34:09.176",{"_30":11699,"_16":4053,"_4054":11763},"00:34:11.674",{"_30":11707,"_16":4053,"_4054":11765},"00:34:14.341",{"_30":11715,"_16":4053,"_4054":11767},"00:34:16.215",{"_30":11723,"_16":4053,"_4054":11769},"00:34:19.566",{"_30":11731,"_16":4053,"_4054":11771},"00:34:20.833",{"_30":11739,"_16":4053,"_4054":11773},"00:34:22.408",{"_30":11747,"_16":4053,"_4054":11775},"00:34:24.700",{"_30":11755,"_16":4053,"_4054":11777},"00:34:26.870",{"_30":11779,"_16":272,"_273":11780,"_281":11818,"_283":284},"6a6cfb41854d",[11781,11786,11789,11794,11797,11802,11805,11810,11813],{"_30":11782,"_16":277,"_278":11783,"_146":11785},"6a6cfb41854d0",[11784],"9168cd421daa21b32b6a72cd830f512e","We use Zendesk for everything else,",{"_30":11787,"_16":277,"_278":11788,"_146":3974},"6a6cfb41854d1",[],{"_30":11790,"_16":277,"_278":11791,"_146":11793},"6a6cfb41854d2",[11792],"de4d3896fdbbca9a812355e47413d3e9","and I'm not going to show you a screenshot,",{"_30":11795,"_16":277,"_278":11796,"_146":3974},"6a6cfb41854d3",[],{"_30":11798,"_16":277,"_278":11799,"_146":11801},"6a6cfb41854d4",[11800],"c3336130339e1160babda363afd29c7b","because I took one and started",{"_30":11803,"_16":277,"_278":11804,"_146":3974},"6a6cfb41854d5",[],{"_30":11806,"_16":277,"_278":11807,"_146":11809},"6a6cfb41854d6",[11808],"753839e6abcf30056feade49c3ed1b12","blurring things out that you shouldn't see",{"_30":11811,"_16":277,"_278":11812,"_146":3974},"6a6cfb41854d7",[],{"_30":11814,"_16":277,"_278":11815,"_146":11817},"6a6cfb41854d8",[11816],"2f8f80203ef20e9d206824425c1a2c81","and I'm like, screw it, you can look at it on the Internet.",[11819,11821,11823,11825,11827],{"_30":11784,"_16":4053,"_4054":11820},"00:34:29.209",{"_30":11792,"_16":4053,"_4054":11822},"00:34:30.771",{"_30":11800,"_16":4053,"_4054":11824},"00:34:33.438",{"_30":11808,"_16":4053,"_4054":11826},"00:34:34.606",{"_30":11816,"_16":4053,"_4054":11828},"00:34:35.979",{"_30":11830,"_16":272,"_273":11831,"_281":11853,"_283":284},"44ae052a1550",[11832,11837,11840,11845,11848],{"_30":11833,"_16":277,"_278":11834,"_146":11836},"44ae052a15500",[11835],"c62f163526b6428cdd17726e1fa10636","I'm done with that stuff, and I'm just going to talk",{"_30":11838,"_16":277,"_278":11839,"_146":3974},"44ae052a15501",[],{"_30":11841,"_16":277,"_278":11842,"_146":11844},"44ae052a15502",[11843],"2bcec418bee6cf953d74cac18d121d6e","generic advice and smart things that I've learned",{"_30":11846,"_16":277,"_278":11847,"_146":3974},"44ae052a15503",[],{"_30":11849,"_16":277,"_278":11850,"_146":11852},"44ae052a15504",[11851],"c0fcd0b7defe37de387b8d72c6a0ce0d","on the Internet, working on the Internet.",[11854,11856,11858],{"_30":11835,"_16":4053,"_4054":11855},"00:34:41.112",{"_30":11843,"_16":4053,"_4054":11857},"00:34:43.672",{"_30":11851,"_16":4053,"_4054":11859},"00:34:45.912",{"_30":11861,"_16":272,"_273":11862,"_281":11876,"_283":1222},"12b5bcf6d00f",[11863,11868,11871],{"_30":11864,"_16":277,"_278":11865,"_146":11867},"12b5bcf6d00f0",[11866],"ed7f430f9f52495227680c59d50f9990","The first thing is that not every support request",{"_30":11869,"_16":277,"_278":11870,"_146":3974},"12b5bcf6d00f1",[],{"_30":11872,"_16":277,"_278":11873,"_146":11875},"12b5bcf6d00f2",[11874],"544d3cf0acb5ff262685198fa2bbb098","is a request for product 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ultimate goal here is not",{"_30":12222,"_16":277,"_278":12223,"_146":3974},"254564a677503",[],{"_30":12225,"_16":277,"_278":12226,"_146":12228},"254564a677504",[12227],"3d786a7269fa91f098bf8cf54b02b5f0","to have customers never contact you at all costs.",[12230,12232,12234],{"_30":12211,"_16":4053,"_4054":12231},"00:36:25.746",{"_30":12219,"_16":4053,"_4054":12233},"00:36:29.972",{"_30":12227,"_16":4053,"_4054":12235},"00:36:31.643",{"_30":12237,"_16":272,"_273":12238,"_281":12276,"_283":284},"7ee25a2c4cf5",[12239,12244,12247,12252,12255,12260,12263,12268,12271],{"_30":12240,"_16":277,"_278":12241,"_146":12243},"7ee25a2c4cf50",[12242],"c03f3a4139e33bea86598a2ef826081b","Your goal is to make sure that there is a way for",{"_30":12245,"_16":277,"_278":12246,"_146":3974},"7ee25a2c4cf51",[],{"_30":12248,"_16":277,"_278":12249,"_146":12251},"7ee25a2c4cf52",[12250],"4b1f74013b86eb1e5adebc51faa6c7c5","that information to feed back in to your organization.",{"_30":12253,"_16":277,"_278":12254,"_146":3974},"7ee25a2c4cf53",[],{"_30":12256,"_16":277,"_278":12257,"_146":12259},"7ee25a2c4cf54",[12258],"a32b450741ef49bbad279ebc7d7f12d2","That your organization makes your customers feel cared for.",{"_30":12261,"_16":277,"_278":12262,"_146":3974},"7ee25a2c4cf55",[],{"_30":12264,"_16":277,"_278":12265,"_146":12267},"7ee25a2c4cf56",[12266],"1f2c7fd6814209a11cbd053190b89fe3","And that you can manage customer expectations",{"_30":12269,"_16":277,"_278":12270,"_146":3974},"7ee25a2c4cf57",[],{"_30":12272,"_16":277,"_278":12273,"_146":12275},"7ee25a2c4cf58",[12274],"bf97d0f687deb861781886cbdb28a58e","and defer them if necessary.",[12277,12279,12281,12283,12285],{"_30":12242,"_16":4053,"_4054":12278},"00:36:36.400",{"_30":12250,"_16":4053,"_4054":12280},"00:36:39.274",{"_30":12258,"_16":4053,"_4054":12282},"00:36:41.534",{"_30":12266,"_16":4053,"_4054":12284},"00:36:44.700",{"_30":12274,"_16":4053,"_4054":12286},"00:36:50.175",{"_30":12288,"_16":272,"_273":12289,"_281":12340,"_283":284},"8250e94e9b22",[12290,12295,12298,12303,12308,12311,12316,12319,12324,12327,12332,12335],{"_30":12291,"_16":277,"_278":12292,"_146":12294},"8250e94e9b220",[12293],"99374e6f90cd85dc733d612d79b6a533","And the final thing, most of us here are engineers",{"_30":12296,"_16":277,"_278":12297,"_146":3974},"8250e94e9b221",[],{"_30":12299,"_16":277,"_278":12300,"_146":12302},"8250e94e9b222",[12301],"901e60594c3da14eea09b3d7c8020aa4","and we're problem solvers a",{"_30":12304,"_16":277,"_278":12305,"_146":12307},"8250e94e9b223",[12306],"3680f0189af0af95bee1c30a52ee28a1","nd we got into this because we like to solve problems.",{"_30":12309,"_16":277,"_278":12310,"_146":3974},"8250e94e9b224",[],{"_30":12312,"_16":277,"_278":12313,"_146":12315},"8250e94e9b225",[12314],"b1167082a6397587066df1a25a770299","We like to make things better with computers.",{"_30":12317,"_16":277,"_278":12318,"_146":3974},"8250e94e9b226",[],{"_30":12320,"_16":277,"_278":12321,"_146":12323},"8250e94e9b227",[12322],"0e96341d64d3e266a925a36739f91030","And you're going to want to solve all",{"_30":12325,"_16":277,"_278":12326,"_146":3974},"8250e94e9b228",[],{"_30":12328,"_16":277,"_278":12329,"_146":12331},"8250e94e9b229",[12330],"48afbfa5322c0ddd08c225d9ce7801c3","of the problems that you hear about.",{"_30":12333,"_16":277,"_278":12334,"_146":3974},"8250e94e9b2210",[],{"_30":12336,"_16":277,"_278":12337,"_146":12339},"8250e94e9b2211",[12338],"f799d51443f4a13d5bdadf961abfb30d","But you cannot solve every problem.",[12341,12343,12345,12347,12349,12351,12353],{"_30":12293,"_16":4053,"_4054":12342},"00:36:53.311",{"_30":12301,"_16":4053,"_4054":12344},"00:36:57.336",{"_30":12306,"_16":4053,"_4054":12346},"00:36:58.943",{"_30":12314,"_16":4053,"_4054":12348},"00:37:02.000",{"_30":12322,"_16":4053,"_4054":12350},"00:37:05.977",{"_30":12330,"_16":4053,"_4054":12352},"00:37:07.945",{"_30":12338,"_16":4053,"_4054":12354},"00:37:09.145",{"_30":12356,"_16":272,"_273":12357,"_281":12392,"_283":284},"dfb6852a90e8",[12358,12363,12366,12371,12376,12379,12384,12387],{"_30":12359,"_16":277,"_278":12360,"_146":12362},"dfb6852a90e80",[12361],"b870a00bbce3c9bcd0f76940a8e2fa7c","You are going to need to say, \"Is this a problem?",{"_30":12364,"_16":277,"_278":12365,"_146":3974},"dfb6852a90e81",[],{"_30":12367,"_16":277,"_278":12368,"_146":12370},"dfb6852a90e82",[12369],"8c7bc487fb7efe3261e684ad51b58f68","\"Is this customer's issue, is this a problem I want?\" ",{"_30":12372,"_16":277,"_278":12373,"_146":12375},"dfb6852a90e83",[12374],"dc031d239026b3dca624a5eea2e524c1","\"Is this a problem that I want to take on",{"_30":12377,"_16":277,"_278":12378,"_146":3974},"dfb6852a90e84",[],{"_30":12380,"_16":277,"_278":12381,"_146":12383},"dfb6852a90e85",[12382],"f5844308aa631c64cc9d099073157bbf","for my business, with my money, and my time?\"",{"_30":12385,"_16":277,"_278":12386,"_146":3974},"dfb6852a90e86",[],{"_30":12388,"_16":277,"_278":12389,"_146":12391},"dfb6852a90e87",[12390],"a3759539a926830a0bf5d2982a484e0d","And it's fine to say no.",[12393,12395,12397,12399,12401],{"_30":12361,"_16":4053,"_4054":12394},"00:37:11.800",{"_30":12369,"_16":4053,"_4054":12396},"00:37:15.342",{"_30":12374,"_16":4053,"_4054":12398},"00:37:17.712",{"_30":12382,"_16":4053,"_4054":12400},"00:37:19.366",{"_30":12390,"_16":4053,"_4054":12402},"00:37:24.800",{"_30":12404,"_16":272,"_273":12405,"_281":12456,"_283":284},"20627f679158",[12406,12411,12416,12419,12424,12427,12432,12435,12440,12443,12448,12451],{"_30":12407,"_16":277,"_278":12408,"_146":12410},"20627f6791580",[12409],"dc9ef8252d4e46a424808f81a4941a39","Y",{"_30":12412,"_16":277,"_278":12413,"_146":12415},"20627f6791581",[12414],"dbe01057428318ad39a26990a35cee9b","ou are building a business with a set of problems in mind.",{"_30":12417,"_16":277,"_278":12418,"_146":3974},"20627f6791582",[],{"_30":12420,"_16":277,"_278":12421,"_146":12423},"20627f6791583",[12422],"312ec90100376b4429633f9a21c5cc2a","It is very easy when you start dealing with customer stuff,",{"_30":12425,"_16":277,"_278":12426,"_146":3974},"20627f6791584",[],{"_30":12428,"_16":277,"_278":12429,"_146":12431},"20627f6791585",[12430],"16fb0ec81b2317b447bfe4f6a9f80e57","to be like, \"Oh, but this problem is really interesting,",{"_30":12433,"_16":277,"_278":12434,"_146":3974},"20627f6791586",[],{"_30":12436,"_16":277,"_278":12437,"_146":12439},"20627f6791587",[12438],"d9b5d8ccaedac0cfe607326e0cf917c3","because it's way more interesting than",{"_30":12441,"_16":277,"_278":12442,"_146":3974},"20627f6791588",[],{"_30":12444,"_16":277,"_278":12445,"_146":12447},"20627f6791589",[12446],"1cc40b6f20952ec75bbafd22cde21631","dealing with the billing code that I'm writing right now.\"",{"_30":12449,"_16":277,"_278":12450,"_146":3974},"20627f67915810",[],{"_30":12452,"_16":277,"_278":12453,"_146":12455},"20627f67915811",[12454],"fc0f606ab769aa5e3d339363bf700be2","But you've got to deal with your billing code.",[12457,12459,12460,12462,12464,12466,12468],{"_30":12409,"_16":4053,"_4054":12458},"00:37:26.800",{"_30":12414,"_16":4053,"_4054":12458},{"_30":12422,"_16":4053,"_4054":12461},"00:37:29.709",{"_30":12430,"_16":4053,"_4054":12463},"00:37:32.272",{"_30":12438,"_16":4053,"_4054":12465},"00:37:34.234",{"_30":12446,"_16":4053,"_4054":12467},"00:37:35.840",{"_30":12454,"_16":4053,"_4054":12469},"00:37:38.900",{"_30":12471,"_16":272,"_273":12472,"_281":12510,"_283":284},"7a3b399b7b3c",[12473,12478,12481,12486,12489,12494,12497,12502,12505],{"_30":12474,"_16":277,"_278":12475,"_146":12477},"7a3b399b7b3c0",[12476],"24ce7d1fd3ab8d0ab4434265caff9494","So, final thing is just to stay",{"_30":12479,"_16":277,"_278":12480,"_146":3974},"7a3b399b7b3c1",[],{"_30":12482,"_16":277,"_278":12483,"_146":12485},"7a3b399b7b3c2",[12484],"bd5703ee276695f443ce929c55d6d257","focused on what you're building.",{"_30":12487,"_16":277,"_278":12488,"_146":3974},"7a3b399b7b3c3",[],{"_30":12490,"_16":277,"_278":12491,"_146":12493},"7a3b399b7b3c4",[12492],"04f8341de440730c5e226769e5c21fb1","Your support queue has a ton of valuable information",{"_30":12495,"_16":277,"_278":12496,"_146":3974},"7a3b399b7b3c5",[],{"_30":12498,"_16":277,"_278":12499,"_146":12501},"7a3b399b7b3c6",[12500],"e9b95adf23a5b4ea625cef96cbc69828","from all of the people who are using your product.",{"_30":12503,"_16":277,"_278":12504,"_146":3974},"7a3b399b7b3c7",[],{"_30":12506,"_16":277,"_278":12507,"_146":12509},"7a3b399b7b3c8",[12508],"50e2d3d5df63f8920a915b0af4b41a90","It's also incredibly distracting.",[12511,12513,12515,12517,12519],{"_30":12476,"_16":4053,"_4054":12512},"00:37:43.376",{"_30":12484,"_16":4053,"_4054":12514},"00:37:45.279",{"_30":12492,"_16":4053,"_4054":12516},"00:37:47.573",{"_30":12500,"_16":4053,"_4054":12518},"00:37:50.447",{"_30":12508,"_16":4053,"_4054":12520},"00:37:53.269",{"_30":12522,"_16":272,"_273":12523,"_281":12585,"_283":284},"afc07b376083",[12524,12529,12532,12537,12540,12545,12548,12553,12556,12561,12564,12569,12572,12577,12580],{"_30":12525,"_16":277,"_278":12526,"_146":12528},"afc07b3760830",[12527],"05b7e14f436785c82043e970f601466d","Choose your problems.",{"_30":12530,"_16":277,"_278":12531,"_146":3974},"afc07b3760831",[],{"_30":12533,"_16":277,"_278":12534,"_146":12536},"afc07b3760832",[12535],"387bad291c6174c446246da6abb20c12","Solve the ones you want to solve.",{"_30":12538,"_16":277,"_278":12539,"_146":3974},"afc07b3760833",[],{"_30":12541,"_16":277,"_278":12542,"_146":12544},"afc07b3760834",[12543],"f64351aa703f79ef4175ad5f3ad6cafe","Form and communicate opinions throughout",{"_30":12546,"_16":277,"_278":12547,"_146":3974},"afc07b3760835",[],{"_30":12549,"_16":277,"_278":12550,"_146":12552},"afc07b3760836",[12551],"1f379a39376f7b4bd5b8df08c66e67d4","your company on what you're solving,",{"_30":12554,"_16":277,"_278":12555,"_146":3974},"afc07b3760837",[],{"_30":12557,"_16":277,"_278":12558,"_146":12560},"afc07b3760838",[12559],"6ffa3047b6ba5de02535703738e6f7dd","what you're not solving, and why.",{"_30":12562,"_16":277,"_278":12563,"_146":3974},"afc07b3760839",[],{"_30":12565,"_16":277,"_278":12566,"_146":12568},"afc07b37608310",[12567],"f1fc068672b08198ba517dd98036384f","And then everybody can move forward",{"_30":12570,"_16":277,"_278":12571,"_146":3974},"afc07b37608311",[],{"_30":12573,"_16":277,"_278":12574,"_146":12576},"afc07b37608312",[12575],"3e6a6e53a2e94bd896dba4178e2e51c0","quickly and easily and together.",{"_30":12578,"_16":277,"_278":12579,"_146":3974},"afc07b37608313",[],{"_30":12581,"_16":277,"_278":12582,"_146":12584},"afc07b37608314",[12583],"2d75759b61cbea97ef8bd584470005e3","And that's all, thank you.",[12586,12588,12590,12592,12594,12596,12598,12600],{"_30":12527,"_16":4053,"_4054":12587},"00:37:55.810",{"_30":12535,"_16":4053,"_4054":12589},"00:37:57.933",{"_30":12543,"_16":4053,"_4054":12591},"00:37:59.272",{"_30":12551,"_16":4053,"_4054":12593},"00:38:01.774",{"_30":12559,"_16":4053,"_4054":12595},"00:38:03.845",{"_30":12567,"_16":4053,"_4054":12597},"00:38:05.638",{"_30":12575,"_16":4053,"_4054":12599},"00:38:07.136",{"_30":12583,"_16":4053,"_4054":12601},"00:38:12.287",{"_30":12603,"_16":272,"_273":12604,"_281":12609,"_283":284},"0ae4931843a9",[12605],{"_30":12606,"_16":277,"_278":12607,"_146":12608},"0ae4931843a90",[],"Q&A",[],{"_30":12611,"_16":272,"_273":12612,"_281":12650,"_283":284},"939344d7c807",[12613,12618,12621,12626,12629,12634,12637,12642,12645],{"_30":12614,"_16":277,"_278":12615,"_146":12617},"939344d7c8070",[12616],"80b73871132c67ea5caf95b4e3ff237c","The question was, \"If a whole bunch of stuff",{"_30":12619,"_16":277,"_278":12620,"_146":3974},"939344d7c8071",[],{"_30":12622,"_16":277,"_278":12623,"_146":12625},"939344d7c8072",[12624],"8c8eca3adc26d1f6e40e0e019ff11cf3","that doesn't support is going into your support queue,",{"_30":12627,"_16":277,"_278":12628,"_146":3974},"939344d7c8073",[],{"_30":12630,"_16":277,"_278":12631,"_146":12633},"939344d7c8074",[12632],"0c86ac1aaa5cd3dff8cd263ca6fd2667","how do you determine what's garbage,",{"_30":12635,"_16":277,"_278":12636,"_146":3974},"939344d7c8075",[],{"_30":12638,"_16":277,"_278":12639,"_146":12641},"939344d7c8076",[12640],"aaab62cdf973147c9801b472b7e4c77f","what shouldn't be in there, and where it should go instead.",{"_30":12643,"_16":277,"_278":12644,"_146":3974},"939344d7c8077",[],{"_30":12646,"_16":277,"_278":12647,"_146":12649},"939344d7c8078",[12648],"f119eaf4703c5851e68e5f8db2fd6e49","Is that basically it?\"",[12651,12653,12655,12657,12659],{"_30":12616,"_16":4053,"_4054":12652},"00:38:21.100",{"_30":12624,"_16":4053,"_4054":12654},"00:38:23.938",{"_30":12632,"_16":4053,"_4054":12656},"00:38:26.420",{"_30":12640,"_16":4053,"_4054":12658},"00:38:29.101",{"_30":12648,"_16":4053,"_4054":12660},"00:38:31.350",{"_30":12662,"_16":272,"_273":12663,"_281":12669,"_283":284},"892738da5c5b",[12664],{"_30":12665,"_16":277,"_278":12666,"_146":12668},"892738da5c5b0",[12667],"0711f5e1e0f067662a08d5f814b86598","- Yeah.",[12670],{"_30":12667,"_16":4053,"_4054":12671},"00:38:32.266",{"_30":12673,"_16":272,"_273":12674,"_281":12781,"_283":284},"6f54bfc78280",[12675,12680,12683,12688,12691,12696,12699,12704,12707,12712,12715,12720,12723,12728,12731,12736,12739,12744,12747,12752,12755,12760,12763,12768,12771,12776],{"_30":12676,"_16":277,"_278":12677,"_146":12679},"6f54bfc782800",[12678],"a89acba607bbc982831eaceb46775aec","So, we don't have a perfect nice nugget",{"_30":12681,"_16":277,"_278":12682,"_146":3974},"6f54bfc782801",[],{"_30":12684,"_16":277,"_278":12685,"_146":12687},"6f54bfc782802",[12686],"6de82ae948d6dfd21d6bfa2c0d20ee90","of an answer for you there.",{"_30":12689,"_16":277,"_278":12690,"_146":3974},"6f54bfc782803",[],{"_30":12692,"_16":277,"_278":12693,"_146":12695},"6f54bfc782804",[12694],"d4fc0e749123f73dfa39b9c727366d68","It's been a lot of learning and discussion",{"_30":12697,"_16":277,"_278":12698,"_146":3974},"6f54bfc782805",[],{"_30":12700,"_16":277,"_278":12701,"_146":12703},"6f54bfc782806",[12702],"6f0a7c9d1076e9e4f2eb86b91129bb96","amongst us at Slack.",{"_30":12705,"_16":277,"_278":12706,"_146":3974},"6f54bfc782807",[],{"_30":12708,"_16":277,"_278":12709,"_146":12711},"6f54bfc782808",[12710],"aa8a2f8f122c513bece00846f318586b","Our support person will be like,",{"_30":12713,"_16":277,"_278":12714,"_146":3974},"6f54bfc782809",[],{"_30":12716,"_16":277,"_278":12717,"_146":12719},"6f54bfc7828010",[12718],"7cf18d09531431c264bc667e58b84f30","\"I don't feel comfortable answering that,\"",{"_30":12721,"_16":277,"_278":12722,"_146":3974},"6f54bfc7828011",[],{"_30":12724,"_16":277,"_278":12725,"_146":12727},"6f54bfc7828012",[12726],"d256238c1d61d67e378591937a13d893","and someone will be like, \"Oh, that's not for you.",{"_30":12729,"_16":277,"_278":12730,"_146":3974},"6f54bfc7828013",[],{"_30":12732,"_16":277,"_278":12733,"_146":12735},"6f54bfc7828014",[12734],"bd27dabe13ac6580b8efcc6724104669","We understand that this is a product decision.\"",{"_30":12737,"_16":277,"_278":12738,"_146":3974},"6f54bfc7828015",[],{"_30":12740,"_16":277,"_278":12741,"_146":12743},"6f54bfc7828016",[12742],"1baef60a87c96d7888807f72b8495806","And then, as we've started",{"_30":12745,"_16":277,"_278":12746,"_146":3974},"6f54bfc7828017",[],{"_30":12748,"_16":277,"_278":12749,"_146":12751},"6f54bfc7828018",[12750],"1b13c7ba1f3a61b301ff7801061e8bb6","all pattern-matching against those.",{"_30":12753,"_16":277,"_278":12754,"_146":3974},"6f54bfc7828019",[],{"_30":12756,"_16":277,"_278":12757,"_146":12759},"6f54bfc7828020",[12758],"c10be5f9eb57b4e132f31d9fc5b27a38","Like, \"Oh these are product decisions.\"",{"_30":12761,"_16":277,"_278":12762,"_146":3974},"6f54bfc7828021",[],{"_30":12764,"_16":277,"_278":12765,"_146":12767},"6f54bfc7828022",[12766],"663384fc03de467ed0f322699abd053a","Then we can be like, \"Let's figure out",{"_30":12769,"_16":277,"_278":12770,"_146":3974},"6f54bfc7828023",[],{"_30":12772,"_16":277,"_278":12773,"_146":12775},"6f54bfc7828024",[12774],"5ff2c879cae708705724302acadcd904","how to organize this chunk of stuff a",{"_30":12777,"_16":277,"_278":12778,"_146":12780},"6f54bfc7828025",[12779],"25f61a527bb81e2cf448fc63d8da95b5","nd take it over to the people to make the decision.",[12782,12784,12786,12788,12790,12792,12794,12796,12798,12800,12802,12804,12806,12808],{"_30":12678,"_16":4053,"_4054":12783},"00:38:32.849",{"_30":12686,"_16":4053,"_4054":12785},"00:38:38.909",{"_30":12694,"_16":4053,"_4054":12787},"00:38:40.202",{"_30":12702,"_16":4053,"_4054":12789},"00:38:43.446",{"_30":12710,"_16":4053,"_4054":12791},"00:38:48.328",{"_30":12718,"_16":4053,"_4054":12793},"00:38:49.478",{"_30":12726,"_16":4053,"_4054":12795},"00:38:50.944",{"_30":12734,"_16":4053,"_4054":12797},"00:38:55.470",{"_30":12742,"_16":4053,"_4054":12799},"00:38:57.203",{"_30":12750,"_16":4053,"_4054":12801},"00:38:58.871",{"_30":12758,"_16":4053,"_4054":12803},"00:39:01.633",{"_30":12766,"_16":4053,"_4054":12805},"00:39:03.390",{"_30":12774,"_16":4053,"_4054":12807},"00:39:05.144",{"_30":12779,"_16":4053,"_4054":12809},"00:39:07.700",{"_30":12811,"_16":272,"_273":12812,"_281":12866,"_283":284},"8ce9460a4ea5",[12813,12818,12821,12826,12829,12834,12837,12842,12845,12850,12853,12858,12861],{"_30":12814,"_16":277,"_278":12815,"_146":12817},"8ce9460a4ea50",[12816],"ef6a91963575e1c968a2fb347530481e","And the way that support for us becomes a shield for that",{"_30":12819,"_16":277,"_278":12820,"_146":3974},"8ce9460a4ea51",[],{"_30":12822,"_16":277,"_278":12823,"_146":12825},"8ce9460a4ea52",[12824],"b31e0863b28d4cf609b758d230e3b411","is that we make sure that the customer knows",{"_30":12827,"_16":277,"_278":12828,"_146":3974},"8ce9460a4ea53",[],{"_30":12830,"_16":277,"_278":12831,"_146":12833},"8ce9460a4ea54",[12832],"5a6c10a711fa9f76f6691631771fe607","that they were heard, that we are considering what",{"_30":12835,"_16":277,"_278":12836,"_146":3974},"8ce9460a4ea55",[],{"_30":12838,"_16":277,"_278":12839,"_146":12841},"8ce9460a4ea56",[12840],"3774f7ca6a61659a79effe03eeae85d4","they asked us to do, or the question that they had.",{"_30":12843,"_16":277,"_278":12844,"_146":3974},"8ce9460a4ea57",[],{"_30":12846,"_16":277,"_278":12847,"_146":12849},"8ce9460a4ea58",[12848],"f29beaeda635f6c25ce37eb11c8be1f5","And then we can still feed that back into",{"_30":12851,"_16":277,"_278":12852,"_146":3974},"8ce9460a4ea59",[],{"_30":12854,"_16":277,"_278":12855,"_146":12857},"8ce9460a4ea510",[12856],"1067523b76fc2665d7557aacb1a89f62","the product organization which can act",{"_30":12859,"_16":277,"_278":12860,"_146":3974},"8ce9460a4ea511",[],{"_30":12862,"_16":277,"_278":12863,"_146":12865},"8ce9460a4ea512",[12864],"bbd2fd29997645dc7b033ef00032af26","on that data in their own time.",[12867,12869,12871,12873,12875,12877,12879],{"_30":12816,"_16":4053,"_4054":12868},"00:39:10.227",{"_30":12824,"_16":4053,"_4054":12870},"00:39:15.812",{"_30":12832,"_16":4053,"_4054":12872},"00:39:17.433",{"_30":12840,"_16":4053,"_4054":12874},"00:39:21.677",{"_30":12848,"_16":4053,"_4054":12876},"00:39:24.571",{"_30":12856,"_16":4053,"_4054":12878},"00:39:26.733",{"_30":12864,"_16":4053,"_4054":12880},"00:39:28.433",{"_30":12882,"_16":272,"_273":12883,"_281":12977,"_283":284},"08caf00953ad",[12884,12889,12892,12897,12900,12905,12908,12913,12916,12921,12924,12929,12932,12937,12940,12945,12948,12953,12956,12961,12964,12969,12972],{"_30":12885,"_16":277,"_278":12886,"_146":12888},"08caf00953ad0",[12887],"9b975cb433390de00c9552856b68e269","So, it's not like, \"Hey, everybody drop everything.",{"_30":12890,"_16":277,"_278":12891,"_146":3974},"08caf00953ad1",[],{"_30":12893,"_16":277,"_278":12894,"_146":12896},"08caf00953ad2",[12895],"698360fad3696c0c1369d31634360aa3","We have to discuss about a custom emoji issue right now.\"",{"_30":12898,"_16":277,"_278":12899,"_146":3974},"08caf00953ad3",[],{"_30":12901,"_16":277,"_278":12902,"_146":12904},"08caf00953ad4",[12903],"1c52994369a145107fed7ffd5226561e","Which happens a lot.",{"_30":12906,"_16":277,"_278":12907,"_146":3974},"08caf00953ad5",[],{"_30":12909,"_16":277,"_278":12910,"_146":12912},"08caf00953ad6",[12911],"a4331b539ad6861f80571bebfd57a375","There are a lot of custom emoji issues.",{"_30":12914,"_16":277,"_278":12915,"_146":3974},"08caf00953ad7",[],{"_30":12917,"_16":277,"_278":12918,"_146":12920},"08caf00953ad8",[12919],"04ea387867095178267c239a85f28005","And so by using support as a shield",{"_30":12922,"_16":277,"_278":12923,"_146":3974},"08caf00953ad9",[],{"_30":12925,"_16":277,"_278":12926,"_146":12928},"08caf00953ad10",[12927],"a92b3c2c0e15fd63de7388ed8e7e0103","to recognize a product question,",{"_30":12930,"_16":277,"_278":12931,"_146":3974},"08caf00953ad11",[],{"_30":12933,"_16":277,"_278":12934,"_146":12936},"08caf00953ad12",[12935],"4bd2eed9e478ea805a2d82e67f612bf1","like something that they should not make a decision about,",{"_30":12938,"_16":277,"_278":12939,"_146":3974},"08caf00953ad13",[],{"_30":12941,"_16":277,"_278":12942,"_146":12944},"08caf00953ad14",[12943],"4a17084211915ed29f2c3a52e7b7f9f3","and then tell the customer, \"We've got you,",{"_30":12946,"_16":277,"_278":12947,"_146":3974},"08caf00953ad15",[],{"_30":12949,"_16":277,"_278":12950,"_146":12952},"08caf00953ad16",[12951],"7a8d3c4cef645615196460d85344b199","everything is cool,\" and then let the organization",{"_30":12954,"_16":277,"_278":12955,"_146":3974},"08caf00953ad17",[],{"_30":12957,"_16":277,"_278":12958,"_146":12960},"08caf00953ad18",[12959],"8366d2fde2d4753967c122afc247eb20","do what they will.",{"_30":12962,"_16":277,"_278":12963,"_146":3974},"08caf00953ad19",[],{"_30":12965,"_16":277,"_278":12966,"_146":12968},"08caf00953ad20",[12967],"cf439025c3c7a3896ad9bc28962faaed","We actually manage to move a lot faster",{"_30":12970,"_16":277,"_278":12971,"_146":3974},"08caf00953ad21",[],{"_30":12973,"_16":277,"_278":12974,"_146":12976},"08caf00953ad22",[12975],"fb56a28fbd4b8891c4cba888a9676b4c","and get a lot more customer stuff out that way.",[12978,12980,12982,12984,12986,12988,12990,12992,12994,12996,12998,13000],{"_30":12887,"_16":4053,"_4054":12979},"00:39:30.690",{"_30":12895,"_16":4053,"_4054":12981},"00:39:32.270",{"_30":12903,"_16":4053,"_4054":12983},"00:39:35.968",{"_30":12911,"_16":4053,"_4054":12985},"00:39:38.573",{"_30":12919,"_16":4053,"_4054":12987},"00:39:40.539",{"_30":12927,"_16":4053,"_4054":12989},"00:39:45.976",{"_30":12935,"_16":4053,"_4054":12991},"00:39:48.106",{"_30":12943,"_16":4053,"_4054":12993},"00:39:50.368",{"_30":12951,"_16":4053,"_4054":12995},"00:39:54.670",{"_30":12959,"_16":4053,"_4054":12997},"00:39:56.469",{"_30":12967,"_16":4053,"_4054":12999},"00:39:57.639",{"_30":12975,"_16":4053,"_4054":13001},"00:39:59.275",{"_30":13003,"_16":272,"_273":13004,"_281":13050,"_283":284},"6bd6620ed0e4",[13005,13010,13013,13018,13021,13026,13029,13034,13037,13042,13045],{"_30":13006,"_16":277,"_278":13007,"_146":13009},"6bd6620ed0e40",[13008],"5d266aa029520c4d7a1b3944153d6aca","For future requests and feedback, we do,",{"_30":13011,"_16":277,"_278":13012,"_146":3974},"6bd6620ed0e41",[],{"_30":13014,"_16":277,"_278":13015,"_146":13017},"6bd6620ed0e42",[13016],"9186b34026f0cd3e75d85c4b0f7a8c24","so let's take integrations as an example,",{"_30":13019,"_16":277,"_278":13020,"_146":3974},"6bd6620ed0e43",[],{"_30":13022,"_16":277,"_278":13023,"_146":13025},"6bd6620ed0e44",[13024],"cfac9c25edb5c9f484a1844fe8e1ebb2","we have, I don't know, like 80 integrations at this point,",{"_30":13027,"_16":277,"_278":13028,"_146":3974},"6bd6620ed0e45",[],{"_30":13030,"_16":277,"_278":13031,"_146":13033},"6bd6620ed0e46",[13032],"331742c4322320b3df9af25e783c392f","and they are all different and they are",{"_30":13035,"_16":277,"_278":13036,"_146":3974},"6bd6620ed0e47",[],{"_30":13038,"_16":277,"_278":13039,"_146":13041},"6bd6620ed0e48",[13040],"b410023fb0d5de5d52db6e65216545e9","all unique flowers that require",{"_30":13043,"_16":277,"_278":13044,"_146":3974},"6bd6620ed0e49",[],{"_30":13046,"_16":277,"_278":13047,"_146":13049},"6bd6620ed0e410",[13048],"ad08e103c7e371dc7f92ccbef2867a87","a lot of hand-holding and support.",[13051,13053,13055,13057,13059,13061],{"_30":13008,"_16":4053,"_4054":13052},"00:40:03.446",{"_30":13016,"_16":4053,"_4054":13054},"00:40:05.448",{"_30":13024,"_16":4053,"_4054":13056},"00:40:08.330",{"_30":13032,"_16":4053,"_4054":13058},"00:40:11.241",{"_30":13040,"_16":4053,"_4054":13060},"00:40:14.144",{"_30":13048,"_16":4053,"_4054":13062},"00:40:15.501",{"_30":13064,"_16":272,"_273":13065,"_281":13095,"_283":284},"510730d85599",[13066,13071,13074,13079,13082,13087,13090],{"_30":13067,"_16":277,"_278":13068,"_146":13070},"510730d855990",[13069],"43605e937edd16742273e22d2546ba5d","And we look at one and if the support team",{"_30":13072,"_16":277,"_278":13073,"_146":3974},"510730d855991",[],{"_30":13075,"_16":277,"_278":13076,"_146":13078},"510730d855992",[13077],"f8fb504a253cb6928370abe6c9d54881","doesn't know what to do with an integration,",{"_30":13080,"_16":277,"_278":13081,"_146":3974},"510730d855993",[],{"_30":13083,"_16":277,"_278":13084,"_146":13086},"510730d855994",[13085],"24214b51017c1acefb7cfe2bdb0613c6","we're like, \"Here it goes into the integrations bucket\"",{"_30":13088,"_16":277,"_278":13089,"_146":3974},"510730d855995",[],{"_30":13091,"_16":277,"_278":13092,"_146":13094},"510730d855996",[13093],"3784395bb83b9d4d5b4b662234de2ae6","and that's how we're starting to segment that stuff out.",[13096,13098,13100,13102],{"_30":13069,"_16":4053,"_4054":13097},"00:40:16.904",{"_30":13077,"_16":4053,"_4054":13099},"00:40:21.180",{"_30":13085,"_16":4053,"_4054":13101},"00:40:22.642",{"_30":13093,"_16":4053,"_4054":13103},"00:40:25.314",{"_30":13105,"_16":272,"_273":13106,"_281":13144,"_283":284},"32427b157a5a",[13107,13112,13115,13120,13123,13128,13131,13136,13139],{"_30":13108,"_16":277,"_278":13109,"_146":13111},"32427b157a5a0",[13110],"a70a47785062475534cd3d4b43e705b7","We also have separate queues for billing and accounts,",{"_30":13113,"_16":277,"_278":13114,"_146":3974},"32427b157a5a1",[],{"_30":13116,"_16":277,"_278":13117,"_146":13119},"32427b157a5a2",[13118],"3a88b07089d7831738625a008f5647e4","so when people are like, \"I need to process a P.O.,\"",{"_30":13121,"_16":277,"_278":13122,"_146":3974},"32427b157a5a3",[],{"_30":13124,"_16":277,"_278":13125,"_146":13127},"32427b157a5a4",[13126],"a3f267aa06b8052e9874acdbd396c69d","we're like, \"Oops, that goes over to the billing people.\"",{"_30":13129,"_16":277,"_278":13130,"_146":3974},"32427b157a5a5",[],{"_30":13132,"_16":277,"_278":13133,"_146":13135},"32427b157a5a6",[13134],"fb3428bf0eef9f460e1a2b754ab24e59","So we are actually using groups inside of Zendesk",{"_30":13137,"_16":277,"_278":13138,"_146":3974},"32427b157a5a7",[],{"_30":13140,"_16":277,"_278":13141,"_146":13143},"32427b157a5a8",[13142],"c98cbc4bbb7b16ac09fd3b288aa11ffe","to split out things that belong to others.",[13145,13147,13149,13151,13153],{"_30":13110,"_16":4053,"_4054":13146},"00:40:31.106",{"_30":13118,"_16":4053,"_4054":13148},"00:40:33.102",{"_30":13126,"_16":4053,"_4054":13150},"00:40:36.235",{"_30":13134,"_16":4053,"_4054":13152},"00:40:39.120",{"_30":13142,"_16":4053,"_4054":13154},"00:40:41.275",{"_30":13156,"_16":272,"_273":13157,"_281":13219,"_283":284},"5d83f04e267b",[13158,13163,13166,13171,13174,13179,13182,13187,13190,13195,13198,13203,13206,13211,13214],{"_30":13159,"_16":277,"_278":13160,"_146":13162},"5d83f04e267b0",[13161],"0aecfe9b7b0243214c9b9115a3e65956","The question was about fixing and closing bugs",{"_30":13164,"_16":277,"_278":13165,"_146":3974},"5d83f04e267b1",[],{"_30":13167,"_16":277,"_278":13168,"_146":13170},"5d83f04e267b2",[13169],"0958dfcfd1e06dfecabd4d943fc4ccdf","and whether customers participate",{"_30":13172,"_16":277,"_278":13173,"_146":3974},"5d83f04e267b3",[],{"_30":13175,"_16":277,"_278":13176,"_146":13178},"5d83f04e267b4",[13177],"0d634b62693d8021103c92fee9d9d4ba","in fixing and closing the bug.",{"_30":13180,"_16":277,"_278":13181,"_146":3974},"5d83f04e267b5",[],{"_30":13183,"_16":277,"_278":13184,"_146":13186},"5d83f04e267b6",[13185],"7f08c27eea327b29b59894b1f78e7151","And it depends. It depends on severity.",{"_30":13188,"_16":277,"_278":13189,"_146":3974},"5d83f04e267b7",[],{"_30":13191,"_16":277,"_278":13192,"_146":13194},"5d83f04e267b8",[13193],"959f64210cf47a8c3e1e643e0a0b72dd","So if someone says, \"Hey, I noticed that",{"_30":13196,"_16":277,"_278":13197,"_146":3974},"5d83f04e267b9",[],{"_30":13199,"_16":277,"_278":13200,"_146":13202},"5d83f04e267b10",[13201],"03d5b39d73124a2d31f6ffcc7e46c608","your Sprite is shifted two pixels to the right.\"",{"_30":13204,"_16":277,"_278":13205,"_146":3974},"5d83f04e267b11",[],{"_30":13207,"_16":277,"_278":13208,"_146":13210},"5d83f04e267b12",[13209],"1567ac8336634e7125e1412d97e390ca","Then we'll be like, \"Oh, thank you.",{"_30":13212,"_16":277,"_278":13213,"_146":3974},"5d83f04e267b13",[],{"_30":13215,"_16":277,"_278":13216,"_146":13218},"5d83f04e267b14",[13217],"7ff1f1afc7d493a7e8c5727f5f7e5fe4","We'll fix it.\" You know, close it out.",[13220,13222,13224,13226,13228,13230,13232,13234],{"_30":13161,"_16":4053,"_4054":13221},"00:40:46.546",{"_30":13169,"_16":4053,"_4054":13223},"00:40:49.674",{"_30":13177,"_16":4053,"_4054":13225},"00:40:51.744",{"_30":13185,"_16":4053,"_4054":13227},"00:40:53.108",{"_30":13193,"_16":4053,"_4054":13229},"00:40:56.400",{"_30":13201,"_16":4053,"_4054":13231},"00:40:58.844",{"_30":13209,"_16":4053,"_4054":13233},"00:41:02.103",{"_30":13217,"_16":4053,"_4054":13235},"00:41:04.443",{"_30":13237,"_16":272,"_273":13238,"_281":13309,"_283":284},"0b673c84b957",[13239,13244,13247,13252,13255,13260,13263,13268,13273,13276,13281,13284,13289,13292,13297,13300,13305],{"_30":13240,"_16":277,"_278":13241,"_146":13243},"0b673c84b9570",[13242],"5ce54fed01cfb5b125fc9dc6bc0f563f","If it's something significant, and by significant, I mean",{"_30":13245,"_16":277,"_278":13246,"_146":3974},"0b673c84b9571",[],{"_30":13248,"_16":277,"_278":13249,"_146":13251},"0b673c84b9572",[13250],"28e31a3544dd81c827cbb8e42336241e","impacts utility of the product,",{"_30":13253,"_16":277,"_278":13254,"_146":3974},"0b673c84b9573",[],{"_30":13256,"_16":277,"_278":13257,"_146":13259},"0b673c84b9574",[13258],"06d134061b7651aae772ebff211044fc","impacts experience with the product,",{"_30":13261,"_16":277,"_278":13262,"_146":3974},"0b673c84b9575",[],{"_30":13264,"_16":277,"_278":13265,"_146":13267},"0b673c84b9576",[13266],"e3683f9d448a0caed5fccd8dc620570d","is a severely diminished experience, t",{"_30":13269,"_16":277,"_278":13270,"_146":13272},"0b673c84b9577",[13271],"b094079c47b2169b376e35e0a0bd151d","hen we absolutely go back to the customer",{"_30":13274,"_16":277,"_278":13275,"_146":3974},"0b673c84b9578",[],{"_30":13277,"_16":277,"_278":13278,"_146":13280},"0b673c84b9579",[13279],"a2834d0b8fe3c150e567a568afb5c331","and we're like, \"We made this change.",{"_30":13282,"_16":277,"_278":13283,"_146":3974},"0b673c84b95710",[],{"_30":13285,"_16":277,"_278":13286,"_146":13288},"0b673c84b95711",[13287],"4edccef361005f1b000d945248184f98","How do you feel about it?",{"_30":13290,"_16":277,"_278":13291,"_146":3974},"0b673c84b95712",[],{"_30":13293,"_16":277,"_278":13294,"_146":13296},"0b673c84b95713",[13295],"5686e6e7723dee68837bf8c52881102b","Is this what you want?",{"_30":13298,"_16":277,"_278":13299,"_146":3974},"0b673c84b95714",[],{"_30":13301,"_16":277,"_278":13302,"_146":13304},"0b673c84b95715",[13303],"c7614d3987adf292027d66bd62f70c27","Is everything fixed for you?",{"_30":13306,"_16":277,"_278":13307,"_146":13308},"0b673c84b95716",[],"\"",[13310,13312,13314,13316,13318,13320,13322,13324,13326],{"_30":13242,"_16":4053,"_4054":13311},"00:41:06.735",{"_30":13250,"_16":4053,"_4054":13313},"00:41:12.720",{"_30":13258,"_16":4053,"_4054":13315},"00:41:13.711",{"_30":13266,"_16":4053,"_4054":13317},"00:41:15.704",{"_30":13271,"_16":4053,"_4054":13319},"00:41:19.672",{"_30":13279,"_16":4053,"_4054":13321},"00:41:21.755",{"_30":13287,"_16":4053,"_4054":13323},"00:41:23.680",{"_30":13295,"_16":4053,"_4054":13325},"00:41:26.350",{"_30":13303,"_16":4053,"_4054":13327},"00:41:28.868",{"_30":13329,"_16":272,"_273":13330,"_281":13376,"_283":284},"dd151da81cf0",[13331,13336,13339,13344,13347,13352,13355,13360,13363,13368,13371],{"_30":13332,"_16":277,"_278":13333,"_146":13335},"dd151da81cf00",[13334],"439af7eaf3081cfbb44a1a7def8d2a96","So for actual problems, we go back",{"_30":13337,"_16":277,"_278":13338,"_146":3974},"dd151da81cf01",[],{"_30":13340,"_16":277,"_278":13341,"_146":13343},"dd151da81cf02",[13342],"0b38dc401741656c8a3888c2ec3bf356","to the customer and we close the loop with them.",{"_30":13345,"_16":277,"_278":13346,"_146":3974},"dd151da81cf03",[],{"_30":13348,"_16":277,"_278":13349,"_146":13351},"dd151da81cf04",[13350],"eee4b9ae3b10ae54e6977e9568de3823","We have our own internal bug tracking system.",{"_30":13353,"_16":277,"_278":13354,"_146":3974},"dd151da81cf05",[],{"_30":13356,"_16":277,"_278":13357,"_146":13359},"dd151da81cf06",[13358],"aa8ebdcc3199543f5a112293b0730a64","So whenever we log a bug internally on behalf of a customer,",{"_30":13361,"_16":277,"_278":13362,"_146":3974},"dd151da81cf07",[],{"_30":13364,"_16":277,"_278":13365,"_146":13367},"dd151da81cf08",[13366],"23e97d1189b01abc4d2981c916476659","we paste in the Zendesk link and it immediately gets",{"_30":13369,"_16":277,"_278":13370,"_146":3974},"dd151da81cf09",[],{"_30":13372,"_16":277,"_278":13373,"_146":13375},"dd151da81cf010",[13374],"ab2837a07aec6ed9fab0c4f423fadfe4","flagged in our system as a customer facing bug.",[13377,13379,13381,13383,13385,13387],{"_30":13334,"_16":4053,"_4054":13378},"00:41:31.175",{"_30":13342,"_16":4053,"_4054":13380},"00:41:33.373",{"_30":13350,"_16":4053,"_4054":13382},"00:41:36.714",{"_30":13358,"_16":4053,"_4054":13384},"00:41:38.443",{"_30":13366,"_16":4053,"_4054":13386},"00:41:42.707",{"_30":13374,"_16":4053,"_4054":13388},"00:41:44.873",{"_30":13390,"_16":272,"_273":13391,"_281":13450,"_283":284},"e980f4c0fd60",[13392,13397,13400,13405,13408,13413,13416,13421,13426,13429,13434,13437,13442,13445],{"_30":13393,"_16":277,"_278":13394,"_146":13396},"e980f4c0fd600",[13395],"6307fcac18afb2d1d8bd80064d22e442","So I can easily go through and be like,",{"_30":13398,"_16":277,"_278":13399,"_146":3974},"e980f4c0fd601",[],{"_30":13401,"_16":277,"_278":13402,"_146":13404},"e980f4c0fd602",[13403],"705f139d0327982316be9f593a808f9a","here are all of our customer facing bugs.",{"_30":13406,"_16":277,"_278":13407,"_146":3974},"e980f4c0fd603",[],{"_30":13409,"_16":277,"_278":13410,"_146":13412},"e980f4c0fd604",[13411],"638efeaf12f4592e2d4b3366871c97ec","We just closed on this customer facing,",{"_30":13414,"_16":277,"_278":13415,"_146":3974},"e980f4c0fd605",[],{"_30":13417,"_16":277,"_278":13418,"_146":13420},"e980f4c0fd606",[13419],"80ebbcbf74b60a8bb3e38325edd4dad4","let's follow up on all of these tickets an",{"_30":13422,"_16":277,"_278":13423,"_146":13425},"e980f4c0fd607",[13424],"de642fa7d61d01e0f5cacdfd864a6238","d go through that way.",{"_30":13427,"_16":277,"_278":13428,"_146":3974},"e980f4c0fd608",[],{"_30":13430,"_16":277,"_278":13431,"_146":13433},"e980f4c0fd609",[13432],"f499ab22df39e4c557fc42f672d23b01","So it really depends on the severity,",{"_30":13435,"_16":277,"_278":13436,"_146":3974},"e980f4c0fd6010",[],{"_30":13438,"_16":277,"_278":13439,"_146":13441},"e980f4c0fd6011",[13440],"1987cd1f8f2b28fd122b6561cecbb1cd","but if it's anything that we think someone might want",{"_30":13443,"_16":277,"_278":13444,"_146":3974},"e980f4c0fd6012",[],{"_30":13446,"_16":277,"_278":13447,"_146":13449},"e980f4c0fd6013",[13448],"3ec4346e6ac881cd5ad0c950953009b3","to know about then we'll follow up with them.",[13451,13453,13455,13457,13459,13461,13463,13465],{"_30":13395,"_16":4053,"_4054":13452},"00:41:49.700",{"_30":13403,"_16":4053,"_4054":13454},"00:41:50.649",{"_30":13411,"_16":4053,"_4054":13456},"00:41:52.536",{"_30":13419,"_16":4053,"_4054":13458},"00:41:53.842",{"_30":13424,"_16":4053,"_4054":13460},"00:41:56.100",{"_30":13432,"_16":4053,"_4054":13462},"00:41:58.101",{"_30":13440,"_16":4053,"_4054":13464},"00:41:59.740",{"_30":13448,"_16":4053,"_4054":13466},"00:42:02.502",{"_30":13468,"_16":272,"_273":13469,"_281":13483,"_283":284},"9e55b2f3f458",[13470,13475,13478],{"_30":13471,"_16":277,"_278":13472,"_146":13474},"9e55b2f3f4580",[13473],"ae6b109c21f4a61a39e76153c4e4bebf","So the question is, how big is the team",{"_30":13476,"_16":277,"_278":13477,"_146":3974},"9e55b2f3f4581",[],{"_30":13479,"_16":277,"_278":13480,"_146":13482},"9e55b2f3f4582",[13481],"533fd42743e698ead9b7f01b45d2f6cc","and when did we decide to bring in more people?",[13484,13486],{"_30":13473,"_16":4053,"_4054":13485},"00:42:06.244",{"_30":13481,"_16":4053,"_4054":13487},"00:42:08.710",{"_30":13489,"_16":272,"_273":13490,"_281":13536,"_283":284},"da01c0afbae1",[13491,13496,13499,13504,13507,13512,13515,13520,13523,13528,13531],{"_30":13492,"_16":277,"_278":13493,"_146":13495},"da01c0afbae10",[13494],"a7442c75452957c4aaa8930b76d5329e","Right now, the support team is at seven people,",{"_30":13497,"_16":277,"_278":13498,"_146":3974},"da01c0afbae11",[],{"_30":13500,"_16":277,"_278":13501,"_146":13503},"da01c0afbae12",[13502],"c6441c9a5a49e75c5e5a1eb64b809bbb","plus me, I do a fair amount of support work when I can.",{"_30":13505,"_16":277,"_278":13506,"_146":3974},"da01c0afbae13",[],{"_30":13508,"_16":277,"_278":13509,"_146":13511},"da01c0afbae14",[13510],"421eb14e0a78e83a8ddb7ccc6df617c8","We have two more people coming on board very soon.",{"_30":13513,"_16":277,"_278":13514,"_146":3974},"da01c0afbae15",[],{"_30":13516,"_16":277,"_278":13517,"_146":13519},"da01c0afbae16",[13518],"7b3fa47a4eddc554004d44b8248ceb7f","It has been a a case of, putting out feelers,",{"_30":13521,"_16":277,"_278":13522,"_146":3974},"da01c0afbae17",[],{"_30":13524,"_16":277,"_278":13525,"_146":13527},"da01c0afbae18",[13526],"15c1e85199dd74d1e803606feb8f302f","and hiring when we feel like",{"_30":13529,"_16":277,"_278":13530,"_146":3974},"da01c0afbae19",[],{"_30":13532,"_16":277,"_278":13533,"_146":13535},"da01c0afbae110",[13534],"90a445fbb6eccf2910e8be29e9e9e7db","the right person has come along, quite honestly.",[13537,13539,13541,13543,13545,13547],{"_30":13494,"_16":4053,"_4054":13538},"00:42:12.533",{"_30":13502,"_16":4053,"_4054":13540},"00:42:15.172",{"_30":13510,"_16":4053,"_4054":13542},"00:42:19.602",{"_30":13518,"_16":4053,"_4054":13544},"00:42:24.375",{"_30":13526,"_16":4053,"_4054":13546},"00:42:28.512",{"_30":13534,"_16":4053,"_4054":13548},"00:42:30.366",{"_30":13550,"_16":272,"_273":13551,"_281":13589,"_283":284},"ed438078861f",[13552,13557,13560,13565,13568,13573,13576,13581,13584],{"_30":13553,"_16":277,"_278":13554,"_146":13556},"ed438078861f0",[13555],"2315452e677ba604972da2e0639732d0","I'm now doing a better job of getting into a groove",{"_30":13558,"_16":277,"_278":13559,"_146":3974},"ed438078861f1",[],{"_30":13561,"_16":277,"_278":13562,"_146":13564},"ed438078861f2",[13563],"ce31a910fa8970a36d803faf9a525b00","of hiring people regularly as our growth continues",{"_30":13566,"_16":277,"_278":13567,"_146":3974},"ed438078861f3",[],{"_30":13569,"_16":277,"_278":13570,"_146":13572},"ed438078861f4",[13571],"cedab69c376c634b1b06dd0967e5bc77","very steadily, we obviously need",{"_30":13574,"_16":277,"_278":13575,"_146":3974},"ed438078861f5",[],{"_30":13577,"_16":277,"_278":13578,"_146":13580},"ed438078861f6",[13579],"6c5b88c1bcf66df24988dffb0d479056","to hire people more regularly.",{"_30":13582,"_16":277,"_278":13583,"_146":3974},"ed438078861f7",[],{"_30":13585,"_16":277,"_278":13586,"_146":13588},"ed438078861f8",[13587],"bc607fe6e0a5589e05db53a856586ed7","We have a better recruitment/management pipeline now.",[13590,13592,13594,13596,13598],{"_30":13555,"_16":4053,"_4054":13591},"00:42:39.244",{"_30":13563,"_16":4053,"_4054":13593},"00:42:41.744",{"_30":13571,"_16":4053,"_4054":13595},"00:42:44.880",{"_30":13579,"_16":4053,"_4054":13597},"00:42:46.845",{"_30":13587,"_16":4053,"_4054":13599},"00:42:48.710",{"_30":13601,"_16":272,"_273":13602,"_281":13677,"_283":284},"ac9497497f4e",[13603,13608,13611,13616,13619,13624,13627,13632,13635,13640,13645,13648,13653,13656,13661,13664,13669,13672],{"_30":13604,"_16":277,"_278":13605,"_146":13607},"ac9497497f4e0",[13606],"af478cf7ccb019ff9e446e0ab818280e","When you grow like we did, there is just some stuff",{"_30":13609,"_16":277,"_278":13610,"_146":3974},"ac9497497f4e1",[],{"_30":13612,"_16":277,"_278":13613,"_146":13615},"ac9497497f4e2",[13614],"de739cc3610ec1fb783d72c6320055a6","that you suck at managing and managing",{"_30":13617,"_16":277,"_278":13618,"_146":3974},"ac9497497f4e3",[],{"_30":13620,"_16":277,"_278":13621,"_146":13623},"ac9497497f4e4",[13622],"d3865b05aa7c8be4c6daae41e2b57bd4","our recruitment pipeline was awful.",{"_30":13625,"_16":277,"_278":13626,"_146":3974},"ac9497497f4e5",[],{"_30":13628,"_16":277,"_278":13629,"_146":13631},"ac9497497f4e6",[13630],"5d945a1203ae8bdda20a3358926540d7","I was terrible at it,",{"_30":13633,"_16":277,"_278":13634,"_146":3974},"ac9497497f4e7",[],{"_30":13636,"_16":277,"_278":13637,"_146":13639},"ac9497497f4e8",[13638],"021493cacd8bf0932ade2278980b9026","because I'm terrible at email in the first place a",{"_30":13641,"_16":277,"_278":13642,"_146":13644},"ac9497497f4e9",[13643],"bb84febb73e8fe9557e56d08f61fe40e","nd I literally had 550 resumes to go through",{"_30":13646,"_16":277,"_278":13647,"_146":3974},"ac9497497f4e10",[],{"_30":13649,"_16":277,"_278":13650,"_146":13652},"ac9497497f4e11",[13651],"2b4ac96d82f31d415f97e153d4ea3d42","and I was just like, \"ah!\"",{"_30":13654,"_16":277,"_278":13655,"_146":3974},"ac9497497f4e12",[],{"_30":13657,"_16":277,"_278":13658,"_146":13660},"ac9497497f4e13",[13659],"f2c1f619b1c6b485c239f70b81a7f4a4","So, people got responses from me like two months later.",{"_30":13662,"_16":277,"_278":13663,"_146":3974},"ac9497497f4e14",[],{"_30":13665,"_16":277,"_278":13666,"_146":13668},"ac9497497f4e15",[13667],"ba80216c7f2ff1ae0a834b730a945248","I was like, \"I'm sorry, I'm still kind of interested.\"",{"_30":13670,"_16":277,"_278":13671,"_146":3974},"ac9497497f4e16",[],{"_30":13673,"_16":277,"_278":13674,"_146":13676},"ac9497497f4e17",[13675],"42a5ca2f701d9005ad8c1e1055b3952f","And they're like, \"I got a job ages ago.\"",[13678,13680,13682,13684,13686,13688,13690,13692,13694,13696],{"_30":13606,"_16":4053,"_4054":13679},"00:42:55.068",{"_30":13614,"_16":4053,"_4054":13681},"00:42:56.933",{"_30":13622,"_16":4053,"_4054":13683},"00:42:59.338",{"_30":13630,"_16":4053,"_4054":13685},"00:43:01.246",{"_30":13638,"_16":4053,"_4054":13687},"00:43:02.143",{"_30":13643,"_16":4053,"_4054":13689},"00:43:03.844",{"_30":13651,"_16":4053,"_4054":13691},"00:43:08.200",{"_30":13659,"_16":4053,"_4054":13693},"00:43:10.180",{"_30":13667,"_16":4053,"_4054":13695},"00:43:13.111",{"_30":13675,"_16":4053,"_4054":13697},"00:43:17.198",{"_30":13699,"_16":272,"_273":13700,"_281":13746,"_283":284},"96b8087d5aac",[13701,13706,13709,13714,13717,13722,13725,13730,13733,13738,13741],{"_30":13702,"_16":277,"_278":13703,"_146":13705},"96b8087d5aac0",[13704],"2968f44613023449c83e44f7bb935138","So, to be honest, the hiring has not been",{"_30":13707,"_16":277,"_278":13708,"_146":3974},"96b8087d5aac1",[],{"_30":13710,"_16":277,"_278":13711,"_146":13713},"96b8087d5aac2",[13712],"2499c0b67aff1687658aa17d4c3d9c4f","the most stellar part of what we've done",{"_30":13715,"_16":277,"_278":13716,"_146":3974},"96b8087d5aac3",[],{"_30":13718,"_16":277,"_278":13719,"_146":13721},"96b8087d5aac4",[13720],"260fa84782e6c5aff9fe79fe8d09d441","for growing our customer support organization.",{"_30":13723,"_16":277,"_278":13724,"_146":3974},"96b8087d5aac5",[],{"_30":13726,"_16":277,"_278":13727,"_146":13729},"96b8087d5aac6",[13728],"b26f99fd91a20094a70bd1d226436e25","The goal here is to have a constant",{"_30":13731,"_16":277,"_278":13732,"_146":3974},"96b8087d5aac7",[],{"_30":13734,"_16":277,"_278":13735,"_146":13737},"96b8087d5aac8",[13736],"00eae11a61bbb2a9c508649da2da27b9","pipeline of excellent people and to bring them",{"_30":13739,"_16":277,"_278":13740,"_146":3974},"96b8087d5aac9",[],{"_30":13742,"_16":277,"_278":13743,"_146":13745},"96b8087d5aac10",[13744],"f0c04e641db32e675b5df27182a6000a","on-board as soon as we need them.",[13747,13749,13751,13753,13755,13757],{"_30":13704,"_16":4053,"_4054":13748},"00:43:20.390",{"_30":13712,"_16":4053,"_4054":13750},"00:43:25.810",{"_30":13720,"_16":4053,"_4054":13752},"00:43:26.811",{"_30":13728,"_16":4053,"_4054":13754},"00:43:29.304",{"_30":13736,"_16":4053,"_4054":13756},"00:43:31.442",{"_30":13744,"_16":4053,"_4054":13758},"00:43:33.566",{"_30":13760,"_16":272,"_273":13761,"_281":13804,"_283":284},"31f8166a39ab",[13762,13767,13772,13775,13780,13783,13788,13791,13796,13799],{"_30":13763,"_16":277,"_278":13764,"_146":13766},"31f8166a39ab0",[13765],"dba4d0ac9f6801376861a21a01068758","What we're looking at a lot now is metrics a",{"_30":13768,"_16":277,"_278":13769,"_146":13771},"31f8166a39ab1",[13770],"be22a4e60cf50f10160ab42d8c774908","nd if we hire enough people, that we can always reply",{"_30":13773,"_16":277,"_278":13774,"_146":3974},"31f8166a39ab2",[],{"_30":13776,"_16":277,"_278":13777,"_146":13779},"31f8166a39ab3",[13778],"482ea750b7dbecfc8eabbdbead26ff2f","to everyone in under four hours,",{"_30":13781,"_16":277,"_278":13782,"_146":3974},"31f8166a39ab4",[],{"_30":13784,"_16":277,"_278":13785,"_146":13787},"31f8166a39ab5",[13786],"50b5766113c3c00f1f319595d98f5250","then we should hire a couple more people.",{"_30":13789,"_16":277,"_278":13790,"_146":3974},"31f8166a39ab6",[],{"_30":13792,"_16":277,"_278":13793,"_146":13795},"31f8166a39ab7",[13794],"a2b3c13741e2712c2bc8ec8e63dde78c","And then we'll probably be in a good state.",{"_30":13797,"_16":277,"_278":13798,"_146":3974},"31f8166a39ab8",[],{"_30":13800,"_16":277,"_278":13801,"_146":13803},"31f8166a39ab9",[13802],"eebbca883323cc1f6f581173762c3680","We have no bones about hiring too many people for this position.",[13805,13807,13809,13811,13813,13815],{"_30":13765,"_16":4053,"_4054":13806},"00:43:37.150",{"_30":13770,"_16":4053,"_4054":13808},"00:43:40.305",{"_30":13778,"_16":4053,"_4054":13810},"00:43:43.994",{"_30":13786,"_16":4053,"_4054":13812},"00:43:45.609",{"_30":13794,"_16":4053,"_4054":13814},"00:43:47.902",{"_30":13802,"_16":4053,"_4054":13816},"00:43:51.100",{"_30":13818,"_16":272,"_273":13819,"_281":13857,"_283":284},"8f04af807caf",[13820,13825,13828,13833,13836,13841,13844,13849,13852],{"_30":13821,"_16":277,"_278":13822,"_146":13824},"8f04af807caf0",[13823],"0e2fe33d7e991ad397189fa8d4a51b57","The other thing that we haven't talk about at all",{"_30":13826,"_16":277,"_278":13827,"_146":3974},"8f04af807caf1",[],{"_30":13829,"_16":277,"_278":13830,"_146":13832},"8f04af807caf2",[13831],"b602b698fd676d578e814cb52e356e6d","is that the support team does QA",{"_30":13834,"_16":277,"_278":13835,"_146":3974},"8f04af807caf3",[],{"_30":13837,"_16":277,"_278":13838,"_146":13840},"8f04af807caf4",[13839],"993eded8e33c4d26b9bf1ec275ff9973","when they are not doing support.",{"_30":13842,"_16":277,"_278":13843,"_146":3974},"8f04af807caf5",[],{"_30":13845,"_16":277,"_278":13846,"_146":13848},"8f04af807caf6",[13847],"9d75a4d7c3cee2d9f10d9dbee4e4e338","Was how do we decide when we needed to have 24/7 support",{"_30":13850,"_16":277,"_278":13851,"_146":3974},"8f04af807caf7",[],{"_30":13853,"_16":277,"_278":13854,"_146":13856},"8f04af807caf8",[13855],"4764972d324178a3f9b36782cd2e7b23","and how did we train those employees?",[13858,13860,13862,13864,13866],{"_30":13823,"_16":4053,"_4054":13859},"00:43:56.513",{"_30":13831,"_16":4053,"_4054":13861},"00:43:58.676",{"_30":13839,"_16":4053,"_4054":13863},"00:44:00.804",{"_30":13847,"_16":4053,"_4054":13865},"00:44:04.640",{"_30":13855,"_16":4053,"_4054":13867},"00:44:07.606",{"_30":13869,"_16":272,"_273":13870,"_281":13938,"_283":284},"e55fe503de57",[13871,13876,13879,13884,13887,13892,13895,13900,13905,13908,13913,13916,13921,13925,13930,13933],{"_30":13872,"_16":277,"_278":13873,"_146":13875},"e55fe503de570",[13874],"7c67d62a6913a7d2b3cc95907d9b23e8","There wasn't a moment when we said,",{"_30":13877,"_16":277,"_278":13878,"_146":3974},"e55fe503de571",[],{"_30":13880,"_16":277,"_278":13881,"_146":13883},"e55fe503de572",[13882],"4201963d93fb142c300c4afd34309251","\"It's time to do 24/7 support.\"",{"_30":13885,"_16":277,"_278":13886,"_146":3974},"e55fe503de573",[],{"_30":13888,"_16":277,"_278":13889,"_146":13891},"e55fe503de574",[13890],"59f8b518ab1bcd5cf01dce249a716e3f","It kind of emerged as we're like,",{"_30":13893,"_16":277,"_278":13894,"_146":3974},"e55fe503de575",[],{"_30":13896,"_16":277,"_278":13897,"_146":13899},"e55fe503de576",[13898],"12a3dbd36bac113537dc6b7cbcc61b5a","\"Wow, we wake up every day and we are completely slammed. ",{"_30":13901,"_16":277,"_278":13902,"_146":13904},"e55fe503de577",[13903],"e333c0b3e9a84cd4d6d1ce5301b5bca4","Then we spend the entire day",{"_30":13906,"_16":277,"_278":13907,"_146":3974},"e55fe503de578",[],{"_30":13909,"_16":277,"_278":13910,"_146":13912},"e55fe503de579",[13911],"5ba9a33f08db5f66b0a67b395bedacf6","getting through everything we had.",{"_30":13914,"_16":277,"_278":13915,"_146":3974},"e55fe503de5710",[],{"_30":13917,"_16":277,"_278":13918,"_146":13920},"e55fe503de5711",[13919],"64047a5533804bee45bd4c717f8a1c62","And then we go to bed and we're exhausted.",{"_30":13922,"_16":277,"_278":13923,"_146":13924},"e55fe503de5712",[],"\" ",{"_30":13926,"_16":277,"_278":13927,"_146":13929},"e55fe503de5713",[13928],"7b64c23947e9b6e2f4bf2e5b67538733","And once you sort of go through that grind for a while,",{"_30":13931,"_16":277,"_278":13932,"_146":3974},"e55fe503de5714",[],{"_30":13934,"_16":277,"_278":13935,"_146":13937},"e55fe503de5715",[13936],"0a7f43aa041812d8fa2c6c750471f878","you're like \"This can be better.\"",[13939,13941,13943,13945,13947,13949,13951,13953,13955],{"_30":13874,"_16":4053,"_4054":13940},"00:44:09.461",{"_30":13882,"_16":4053,"_4054":13942},"00:44:11.505",{"_30":13890,"_16":4053,"_4054":13944},"00:44:13.974",{"_30":13898,"_16":4053,"_4054":13946},"00:44:15.311",{"_30":13903,"_16":4053,"_4054":13948},"00:44:18.420",{"_30":13911,"_16":4053,"_4054":13950},"00:44:19.133",{"_30":13919,"_16":4053,"_4054":13952},"00:44:20.600",{"_30":13928,"_16":4053,"_4054":13954},"00:44:22.211",{"_30":13936,"_16":4053,"_4054":13956},"00:44:25.468",{"_30":13958,"_16":272,"_273":13959,"_281":14013,"_283":284},"4575c5aa19dc",[13960,13965,13968,13973,13976,13981,13984,13989,13992,13997,14000,14005,14008],{"_30":13961,"_16":277,"_278":13962,"_146":13964},"4575c5aa19dc0",[13963],"256d941181d56568329016cc38128d33","As far as training, we have a very unique platform",{"_30":13966,"_16":277,"_278":13967,"_146":3974},"4575c5aa19dc1",[],{"_30":13969,"_16":277,"_278":13970,"_146":13972},"4575c5aa19dc2",[13971],"a887fe6143e9f7974103177cc6756443","because everything we do for our business",{"_30":13974,"_16":277,"_278":13975,"_146":3974},"4575c5aa19dc3",[],{"_30":13977,"_16":277,"_278":13978,"_146":13980},"4575c5aa19dc4",[13979],"c4d42bfaa5f02336a4b404c83deb841e","is in our product, which is highly searchable.",{"_30":13982,"_16":277,"_278":13983,"_146":3974},"4575c5aa19dc5",[],{"_30":13985,"_16":277,"_278":13986,"_146":13988},"4575c5aa19dc6",[13987],"4c6b7684367d2b4d956ccca5c916274d","So it's very easy to say, \"Here are our processes.",{"_30":13990,"_16":277,"_278":13991,"_146":3974},"4575c5aa19dc7",[],{"_30":13993,"_16":277,"_278":13994,"_146":13996},"4575c5aa19dc8",[13995],"8870c871b39eb27fe2f53764456a66ad","Here are the things that are your responsibility.",{"_30":13998,"_16":277,"_278":13999,"_146":3974},"4575c5aa19dc9",[],{"_30":14001,"_16":277,"_278":14002,"_146":14004},"4575c5aa19dc10",[14003],"b763a59ce5cb48b938d96c1c7ee25f3b","Here's how you search.",{"_30":14006,"_16":277,"_278":14007,"_146":3974},"4575c5aa19dc11",[],{"_30":14009,"_16":277,"_278":14010,"_146":14012},"4575c5aa19dc12",[14011],"f9645c2b2bcde8dba6a3472abfd2e03d","Go find some answers.\"",[14014,14016,14018,14020,14022,14024,14026],{"_30":13963,"_16":4053,"_4054":14015},"00:44:27.110",{"_30":13971,"_16":4053,"_4054":14017},"00:44:31.600",{"_30":13979,"_16":4053,"_4054":14019},"00:44:34.238",{"_30":13987,"_16":4053,"_4054":14021},"00:44:37.245",{"_30":13995,"_16":4053,"_4054":14023},"00:44:41.966",{"_30":14003,"_16":4053,"_4054":14025},"00:44:44.604",{"_30":14011,"_16":4053,"_4054":14027},"00:44:46.413",{"_30":14029,"_16":272,"_273":14030,"_281":14076,"_283":284},"eb9f6e058786",[14031,14036,14039,14044,14047,14052,14055,14060,14063,14068,14071],{"_30":14032,"_16":277,"_278":14033,"_146":14035},"eb9f6e0587860",[14034],"0938c081c67414017deb1b268719c606","And for remote people, like the people in Europe,",{"_30":14037,"_16":277,"_278":14038,"_146":3974},"eb9f6e0587861",[],{"_30":14040,"_16":277,"_278":14041,"_146":14043},"eb9f6e0587862",[14042],"6bc687c90aaa77fa6bbd9a061c91b5dd","they tend to do some time in their normal time zone,",{"_30":14045,"_16":277,"_278":14046,"_146":3974},"eb9f6e0587863",[],{"_30":14048,"_16":277,"_278":14049,"_146":14051},"eb9f6e0587864",[14050],"90937d635c69cc5550f1db648307cf7d","and then really late in their day to have",{"_30":14053,"_16":277,"_278":14054,"_146":3974},"eb9f6e0587865",[],{"_30":14056,"_16":277,"_278":14057,"_146":14059},"eb9f6e0587866",[14058],"d6566deda0db2fc64f680b730826a014","some overlap with us for a little while.",{"_30":14061,"_16":277,"_278":14062,"_146":3974},"eb9f6e0587867",[],{"_30":14064,"_16":277,"_278":14065,"_146":14067},"eb9f6e0587868",[14066],"74dda4011a508f606474275389df7ad1","So they have two or three hours",{"_30":14069,"_16":277,"_278":14070,"_146":3974},"eb9f6e0587869",[],{"_30":14072,"_16":277,"_278":14073,"_146":14075},"eb9f6e05878610",[14074],"2b77d1f33cef373a38bd62e95ecdc5fd","with the rest of the US team.",[14077,14079,14081,14083,14085,14087],{"_30":14034,"_16":4053,"_4054":14078},"00:44:48.800",{"_30":14042,"_16":4053,"_4054":14080},"00:44:51.905",{"_30":14050,"_16":4053,"_4054":14082},"00:44:54.843",{"_30":14058,"_16":4053,"_4054":14084},"00:44:58.350",{"_30":14066,"_16":4053,"_4054":14086},"00:44:59.442",{"_30":14074,"_16":4053,"_4054":14088},"00:45:00.768",{"_30":14090,"_16":272,"_273":14091,"_281":14169,"_283":284},"491d00e9f9b0",[14092,14097,14100,14105,14108,14113,14116,14121,14124,14129,14132,14137,14140,14145,14148,14153,14156,14161,14164],{"_30":14093,"_16":277,"_278":14094,"_146":14096},"491d00e9f9b00",[14095],"b0c72aae0eefae0f94f4dac9020d57a3","But it really helps, because",{"_30":14098,"_16":277,"_278":14099,"_146":3974},"491d00e9f9b01",[],{"_30":14101,"_16":277,"_278":14102,"_146":14104},"491d00e9f9b02",[14103],"fb888c9b1e9bb53205ad4d4a80a178fd","we have people on the East Coast.",{"_30":14106,"_16":277,"_278":14107,"_146":3974},"491d00e9f9b03",[],{"_30":14109,"_16":277,"_278":14110,"_146":14112},"491d00e9f9b04",[14111],"eeef82d01241b0cc7e46bd5c56262889","So, it's only six hours difference,",{"_30":14114,"_16":277,"_278":14115,"_146":3974},"491d00e9f9b05",[],{"_30":14117,"_16":277,"_278":14118,"_146":14120},"491d00e9f9b06",[14119],"6da09f9668abfc5469db18cb8ba51c43","versus the nine with me.",{"_30":14122,"_16":277,"_278":14123,"_146":3974},"491d00e9f9b07",[],{"_30":14125,"_16":277,"_278":14126,"_146":14128},"491d00e9f9b08",[14127],"e2f876321c474bdf0413159494d41d84","And the East Coast people",{"_30":14130,"_16":277,"_278":14131,"_146":3974},"491d00e9f9b09",[],{"_30":14133,"_16":277,"_278":14134,"_146":14136},"491d00e9f9b010",[14135],"56ab3ffca627db73fc4ddbec68b3d5a1","have been around for a long time.",{"_30":14138,"_16":277,"_278":14139,"_146":3974},"491d00e9f9b011",[],{"_30":14141,"_16":277,"_278":14142,"_146":14144},"491d00e9f9b012",[14143],"e4154f6d97939c76334905c36fe51cf4","So we're all very helpful to one another.",{"_30":14146,"_16":277,"_278":14147,"_146":3974},"491d00e9f9b013",[],{"_30":14149,"_16":277,"_278":14150,"_146":14152},"491d00e9f9b014",[14151],"0e14a8a623546f8bca040243b9dd97ca","There's not an official training program.",{"_30":14154,"_16":277,"_278":14155,"_146":3974},"491d00e9f9b015",[],{"_30":14157,"_16":277,"_278":14158,"_146":14160},"491d00e9f9b016",[14159],"478fabcfe899a3d498a0d35d4b23a3f0","It's very much lead by example,",{"_30":14162,"_16":277,"_278":14163,"_146":3974},"491d00e9f9b017",[],{"_30":14165,"_16":277,"_278":14166,"_146":14168},"491d00e9f9b018",[14167],"9fcbb162459bd1bb9a7737620558ddc9","and we have a lot of examples available.",[14170,14172,14174,14176,14178,14180,14182,14184,14186,14188],{"_30":14095,"_16":4053,"_4054":14171},"00:45:02.874",{"_30":14103,"_16":4053,"_4054":14173},"00:45:04.166",{"_30":14111,"_16":4053,"_4054":14175},"00:45:06.241",{"_30":14119,"_16":4053,"_4054":14177},"00:45:07.943",{"_30":14127,"_16":4053,"_4054":14179},"00:45:09.768",{"_30":14135,"_16":4053,"_4054":14181},"00:45:13.169",{"_30":14143,"_16":4053,"_4054":14183},"00:45:14.540",{"_30":14151,"_16":4053,"_4054":14185},"00:45:17.675",{"_30":14159,"_16":4053,"_4054":14187},"00:45:19.643",{"_30":14167,"_16":4053,"_4054":14189},"00:45:22.902",{"_30":14191,"_16":272,"_273":14192,"_281":14251,"_283":284},"c08df4a055d6",[14193,14198,14201,14206,14211,14214,14219,14222,14227,14230,14235,14238,14243,14246],{"_30":14194,"_16":277,"_278":14195,"_146":14197},"c08df4a055d60",[14196],"887b19ea0b45764c24088a98f107b71b","First question, we actually never used",{"_30":14199,"_16":277,"_278":14200,"_146":3974},"c08df4a055d61",[],{"_30":14202,"_16":277,"_278":14203,"_146":14205},"c08df4a055d62",[14204],"4f3300e1d647796e78b6213677bd2abd","the Twitter integration in Zendesk a",{"_30":14207,"_16":277,"_278":14208,"_146":14210},"c08df4a055d63",[14209],"f60435c14f68224640a64fd2ffc0cb05","nd it's really heavy weight.",{"_30":14212,"_16":277,"_278":14213,"_146":3974},"c08df4a055d64",[],{"_30":14215,"_16":277,"_278":14216,"_146":14218},"c08df4a055d65",[14217],"89dcb5f672e393e26c7e2d852c183744","You have to do a search for a thing,",{"_30":14220,"_16":277,"_278":14221,"_146":3974},"c08df4a055d66",[],{"_30":14223,"_16":277,"_278":14224,"_146":14226},"c08df4a055d67",[14225],"bafc881760769ccf5646a7a75e827bce","like your own mentions and then turn them into \"twickets.\"",{"_30":14228,"_16":277,"_278":14229,"_146":3974},"c08df4a055d68",[],{"_30":14231,"_16":277,"_278":14232,"_146":14234},"c08df4a055d69",[14233],"e3a36b3529f31c73e8ec090093ecaa39","And then a \"twicket\" is a thing with an ID",{"_30":14236,"_16":277,"_278":14237,"_146":3974},"c08df4a055d610",[],{"_30":14239,"_16":277,"_278":14240,"_146":14242},"c08df4a055d611",[14241],"4747acabccb433d29a31514e68eaaedc","that you manage in the same way",{"_30":14244,"_16":277,"_278":14245,"_146":3974},"c08df4a055d612",[],{"_30":14247,"_16":277,"_278":14248,"_146":14250},"c08df4a055d613",[14249],"1e105620b9f05b21074d548fb89ca9b2","that you would manage any other email.",[14252,14254,14256,14258,14260,14262,14264,14266],{"_30":14196,"_16":4053,"_4054":14253},"00:45:26.833",{"_30":14204,"_16":4053,"_4054":14255},"00:45:29.345",{"_30":14209,"_16":4053,"_4054":14257},"00:45:31.279",{"_30":14217,"_16":4053,"_4054":14259},"00:45:35.507",{"_30":14225,"_16":4053,"_4054":14261},"00:45:39.344",{"_30":14233,"_16":4053,"_4054":14263},"00:45:42.561",{"_30":14241,"_16":4053,"_4054":14265},"00:45:46.413",{"_30":14249,"_16":4053,"_4054":14267},"00:45:47.891",{"_30":14269,"_16":272,"_273":14270,"_281":14329,"_283":284},"b1a5ebe3101a",[14271,14276,14279,14284,14287,14292,14295,14300,14303,14308,14311,14316,14321,14324],{"_30":14272,"_16":277,"_278":14273,"_146":14275},"b1a5ebe3101a0",[14274],"ec6cb3f90bf3841a15c2f78571bd6fd4","And you get the entire screen taken up with it.",{"_30":14277,"_16":277,"_278":14278,"_146":3974},"b1a5ebe3101a1",[],{"_30":14280,"_16":277,"_278":14281,"_146":14283},"b1a5ebe3101a2",[14282],"5813e0a9919ef86d652a80793fb726cf","You have all of the actions.",{"_30":14285,"_16":277,"_278":14286,"_146":3974},"b1a5ebe3101a3",[],{"_30":14288,"_16":277,"_278":14289,"_146":14291},"b1a5ebe3101a4",[14290],"0b87f032bf90af237125fc5506512cc2","And it's just a lot. 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and",{"_30":14322,"_16":277,"_278":14323,"_146":3974},"b1a5ebe3101a12",[],{"_30":14325,"_16":277,"_278":14326,"_146":14328},"b1a5ebe3101a13",[14327],"111ccbd5e2b5ff77aef8e5de79c39ef9","the CEO has one hour, it just didn't cut it.",[14330,14332,14334,14336,14338,14340,14342,14344],{"_30":14274,"_16":4053,"_4054":14331},"00:45:49.443",{"_30":14282,"_16":4053,"_4054":14333},"00:45:52.437",{"_30":14290,"_16":4053,"_4054":14335},"00:45:53.638",{"_30":14298,"_16":4053,"_4054":14337},"00:45:56.309",{"_30":14306,"_16":4053,"_4054":14339},"00:46:00.911",{"_30":14314,"_16":4053,"_4054":14341},"00:46:04.344",{"_30":14319,"_16":4053,"_4054":14343},"00:46:05.346",{"_30":14327,"_16":4053,"_4054":14345},"00:46:08.866",{"_30":14347,"_16":272,"_273":14348,"_281":14394,"_283":284},"86e3f83058b4",[14349,14354,14357,14362,14365,14370,14373,14378,14381,14386,14389],{"_30":14350,"_16":277,"_278":14351,"_146":14353},"86e3f83058b40",[14352],"be083749de35950e9343545f7b592bac","We needed something faster, and we tried Tweetdeck.",{"_30":14355,"_16":277,"_278":14356,"_146":3974},"86e3f83058b41",[],{"_30":14358,"_16":277,"_278":14359,"_146":14361},"86e3f83058b42",[14360],"00da249734a98f12b16e3e4a6aa308b9","Which was fine, almost, kind of, when there were two of us.",{"_30":14363,"_16":277,"_278":14364,"_146":3974},"86e3f83058b43",[],{"_30":14366,"_16":277,"_278":14367,"_146":14369},"86e3f83058b44",[14368],"69be5fed32aa9f72f98835e721be0916","But we had to click through each one",{"_30":14371,"_16":277,"_278":14372,"_146":3974},"86e3f83058b45",[],{"_30":14374,"_16":277,"_278":14375,"_146":14377},"86e3f83058b46",[14376],"16efcf5eaf1e6b968d4d472963884483","to see if there was a reply.",{"_30":14379,"_16":277,"_278":14380,"_146":3974},"86e3f83058b47",[],{"_30":14382,"_16":277,"_278":14383,"_146":14385},"86e3f83058b48",[14384],"9f85758a6ec505aa24611322d37ed6ca","It was a mess.",{"_30":14387,"_16":277,"_278":14388,"_146":3974},"86e3f83058b49",[],{"_30":14390,"_16":277,"_278":14391,"_146":14393},"86e3f83058b410",[14392],"ba7d6d3bd95d3b80fc02c6c2b6d397ef","So we've tried different tools.",[14395,14397,14399,14401,14403,14405],{"_30":14352,"_16":4053,"_4054":14396},"00:46:12.470",{"_30":14360,"_16":4053,"_4054":14398},"00:46:14.811",{"_30":14368,"_16":4053,"_4054":14400},"00:46:18.008",{"_30":14376,"_16":4053,"_4054":14402},"00:46:19.208",{"_30":14384,"_16":4053,"_4054":14404},"00:46:20.273",{"_30":14392,"_16":4053,"_4054":14406},"00:46:22.580",{"_30":14408,"_16":272,"_273":14409,"_281":14452,"_283":284},"c21f44c699dc",[14410,14415,14418,14423,14426,14431,14434,14439,14442,14447],{"_30":14411,"_16":277,"_278":14412,"_146":14414},"c21f44c699dc0",[14413],"b80b6a3294a8d9fc7311aa9f4c0133c7","We've settled on Respondly.",{"_30":14416,"_16":277,"_278":14417,"_146":3974},"c21f44c699dc1",[],{"_30":14419,"_16":277,"_278":14420,"_146":14422},"c21f44c699dc2",[14421],"8df193c4750d9b500785a48ebf332e72","We started using them when they were very early",{"_30":14424,"_16":277,"_278":14425,"_146":3974},"c21f44c699dc3",[],{"_30":14427,"_16":277,"_278":14428,"_146":14430},"c21f44c699dc4",[14429],"030a4ba7d1cda89439408e4d3b2b7c9d","on in their product development cycle,",{"_30":14432,"_16":277,"_278":14433,"_146":3974},"c21f44c699dc5",[],{"_30":14435,"_16":277,"_278":14436,"_146":14438},"c21f44c699dc6",[14437],"6e99ef663c3469202f87d36dcd596143","so we've been able to work with them",{"_30":14440,"_16":277,"_278":14441,"_146":3974},"c21f44c699dc7",[],{"_30":14443,"_16":277,"_278":14444,"_146":14446},"c21f44c699dc8",[14445],"21ad8b243f160ccf1f974b7b027dc9a6","to get some of the stuff that we need a",{"_30":14448,"_16":277,"_278":14449,"_146":14451},"c21f44c699dc9",[14450],"e912d5d16492570f871e7eb8bb6ac9fe","nd they've been awesome and responsive.",[14453,14455,14457,14459,14461,14463],{"_30":14413,"_16":4053,"_4054":14454},"00:46:24.813",{"_30":14421,"_16":4053,"_4054":14456},"00:46:26.835",{"_30":14429,"_16":4053,"_4054":14458},"00:46:29.068",{"_30":14437,"_16":4053,"_4054":14460},"00:46:30.879",{"_30":14445,"_16":4053,"_4054":14462},"00:46:31.936",{"_30":14450,"_16":4053,"_4054":14464},"00:46:34.204",{"_30":14466,"_16":272,"_273":14467,"_281":14505,"_283":284},"3d4cfb064c5e",[14468,14473,14476,14481,14484,14489,14492,14497,14500],{"_30":14469,"_16":277,"_278":14470,"_146":14472},"3d4cfb064c5e0",[14471],"9be98fcccc42618f6ee688d00b754d59","So, the second part, what other channels do we have?",{"_30":14474,"_16":277,"_278":14475,"_146":3974},"3d4cfb064c5e1",[],{"_30":14477,"_16":277,"_278":14478,"_146":14480},"3d4cfb064c5e2",[14479],"a3b8a64650ab2d9a269893dffbf49c33","And it's really small.",{"_30":14482,"_16":277,"_278":14483,"_146":3974},"3d4cfb064c5e3",[],{"_30":14485,"_16":277,"_278":14486,"_146":14488},"3d4cfb064c5e4",[14487],"1b40fa5e2bb3fa729cce1d8f21df3bcf","So we have feedback at Slack.com and",{"_30":14490,"_16":277,"_278":14491,"_146":3974},"3d4cfb064c5e5",[],{"_30":14493,"_16":277,"_278":14494,"_146":14496},"3d4cfb064c5e6",[14495],"19a2e2d5c78a144329b4c9bd649ace08","it also works for help and support and PR",{"_30":14498,"_16":277,"_278":14499,"_146":3974},"3d4cfb064c5e7",[],{"_30":14501,"_16":277,"_278":14502,"_146":14504},"3d4cfb064c5e8",[14503],"87b09d02aebfabb4a42c626c3a133de2","and anything you might think of will generally work.",[14506,14508,14510,14512,14514],{"_30":14471,"_16":4053,"_4054":14507},"00:46:37.040",{"_30":14479,"_16":4053,"_4054":14509},"00:46:41.533",{"_30":14487,"_16":4053,"_4054":14511},"00:46:43.201",{"_30":14495,"_16":4053,"_4054":14513},"00:46:45.573",{"_30":14503,"_16":4053,"_4054":14515},"00:46:48.302",{"_30":14517,"_16":272,"_273":14518,"_281":14588,"_283":284},"2b836a705630",[14519,14524,14527,14532,14535,14540,14543,14548,14551,14556,14559,14564,14567,14572,14575,14580,14583],{"_30":14520,"_16":277,"_278":14521,"_146":14523},"2b836a7056300",[14522],"68b434db90cb3967982e244966d05197","That's the one that people think of,",{"_30":14525,"_16":277,"_278":14526,"_146":3974},"2b836a7056301",[],{"_30":14528,"_16":277,"_278":14529,"_146":14531},"2b836a7056302",[14530],"2603ffa871cb28fbf8d4e1c8b54c20b0","but the main source of our 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question.",{"_30":14565,"_16":277,"_278":14566,"_146":3974},"2b836a70563011",[],{"_30":14568,"_16":277,"_278":14569,"_146":14571},"2b836a70563012",[14570],"3a26ec36b0f23dbbdc8e55df6d9937f4","And it's kind of like Intercom.",{"_30":14573,"_16":277,"_278":14574,"_146":3974},"2b836a70563013",[],{"_30":14576,"_16":277,"_278":14577,"_146":14579},"2b836a70563014",[14578],"48b10b0492835b2a7e528d87c5c6b01a","We built it on the back of Zendesk.",{"_30":14581,"_16":277,"_278":14582,"_146":3974},"2b836a70563015",[],{"_30":14584,"_16":277,"_278":14585,"_146":14587},"2b836a70563016",[14586],"9a07930708593b22a24af9dd384fd523","It's on the Zendesk API.",[14589,14591,14593,14595,14597,14599,14601,14603,14605],{"_30":14522,"_16":4053,"_4054":14590},"00:46:54.145",{"_30":14530,"_16":4053,"_4054":14592},"00:46:56.776",{"_30":14538,"_16":4053,"_4054":14594},"00:46:58.366",{"_30":14546,"_16":4053,"_4054":14596},"00:47:00.442",{"_30":14554,"_16":4053,"_4054":14598},"00:47:01.876",{"_30":14562,"_16":4053,"_4054":14600},"00:47:03.640",{"_30":14570,"_16":4053,"_4054":14602},"00:47:05.744",{"_30":14578,"_16":4053,"_4054":14604},"00:47:07.137",{"_30":14586,"_16":4053,"_4054":14606},"00:47:09.348",{"_30":14608,"_16":272,"_273":14609,"_281":14687,"_283":284},"7e393a65a284",[14610,14615,14618,14623,14626,14631,14634,14639,14642,14647,14650,14655,14658,14663,14666,14671,14674,14679,14682],{"_30":14611,"_16":277,"_278":14612,"_146":14614},"7e393a65a2840",[14613],"b39e4356161028384ae6dda4fb85fe70","You go to a page, you can see your open tickets.",{"_30":14616,"_16":277,"_278":14617,"_146":3974},"7e393a65a2841",[],{"_30":14619,"_16":277,"_278":14620,"_146":14622},"7e393a65a2842",[14621],"8b9f43df5c1943f3f5456ec50a8fdc24","You can see responses from us and send responses to us.",{"_30":14624,"_16":277,"_278":14625,"_146":3974},"7e393a65a2843",[],{"_30":14627,"_16":277,"_278":14628,"_146":14630},"7e393a65a2844",[14629],"77eddf9ff80f35a1fec9c8191ae8eea3","And one thing that we've done there",{"_30":14632,"_16":277,"_278":14633,"_146":3974},"7e393a65a2845",[],{"_30":14635,"_16":277,"_278":14636,"_146":14638},"7e393a65a2846",[14637],"a78da600acb7b1561b358595f9c43594","is that we've actually mirrored all of that data",{"_30":14640,"_16":277,"_278":14641,"_146":3974},"7e393a65a2847",[],{"_30":14643,"_16":277,"_278":14644,"_146":14646},"7e393a65a2848",[14645],"d882ae0f6759b6cf303a291b8847ea2d","into our own 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product.",[14688,14690,14692,14694,14696,14698,14700,14702,14704,14706],{"_30":14613,"_16":4053,"_4054":14689},"00:47:11.581",{"_30":14621,"_16":4053,"_4054":14691},"00:47:13.443",{"_30":14629,"_16":4053,"_4054":14693},"00:47:16.104",{"_30":14637,"_16":4053,"_4054":14695},"00:47:21.844",{"_30":14645,"_16":4053,"_4054":14697},"00:47:23.515",{"_30":14653,"_16":4053,"_4054":14699},"00:47:25.073",{"_30":14661,"_16":4053,"_4054":14701},"00:47:27.039",{"_30":14669,"_16":4053,"_4054":14703},"00:47:29.504",{"_30":14677,"_16":4053,"_4054":14705},"00:47:32.033",{"_30":14685,"_16":4053,"_4054":14707},"00:47:34.545",{"_30":14709,"_16":272,"_273":14710,"_281":14788,"_283":284},"0aa19de180d4",[14711,14716,14719,14724,14727,14732,14735,14740,14743,14748,14751,14756,14759,14764,14767,14772,14775,14780,14783],{"_30":14712,"_16":277,"_278":14713,"_146":14715},"0aa19de180d40",[14714],"08200bedacdcf8958cb7ff94c378fd2a","And that's also allowed me",{"_30":14717,"_16":277,"_278":14718,"_146":3974},"0aa19de180d41",[],{"_30":14720,"_16":277,"_278":14721,"_146":14723},"0aa19de180d42",[14722],"6201f8cb7d97279d68b33f8e6175f1bf","to do some slicing and dicing of data.",{"_30":14725,"_16":277,"_278":14726,"_146":3974},"0aa19de180d43",[],{"_30":14728,"_16":277,"_278":14729,"_146":14731},"0aa19de180d44",[14730],"6d2685a617caf94ae49eceb2cad98a59","For example, figuring out how long customers are around",{"_30":14733,"_16":277,"_278":14734,"_146":3974},"0aa19de180d45",[],{"_30":14736,"_16":277,"_278":14737,"_146":14739},"0aa19de180d46",[14738],"370a843f491974573380e35eaffc7b73","before they send a help ticket.",{"_30":14741,"_16":277,"_278":14742,"_146":3974},"0aa19de180d47",[],{"_30":14744,"_16":277,"_278":14745,"_146":14747},"0aa19de180d48",[14746],"12192b76e11f389739e764a5ebea8aef","I have all of this in our database,",{"_30":14749,"_16":277,"_278":14750,"_146":3974},"0aa19de180d49",[],{"_30":14752,"_16":277,"_278":14753,"_146":14755},"0aa19de180d410",[14754],"07705897494ed94d01baa598e1ff98d7","because I have the user information,",{"_30":14757,"_16":277,"_278":14758,"_146":3974},"0aa19de180d411",[],{"_30":14760,"_16":277,"_278":14761,"_146":14763},"0aa19de180d412",[14762],"92d5f2e6f73a68e9d269344577b630ba","and I have all of their help ticket information.",{"_30":14765,"_16":277,"_278":14766,"_146":3974},"0aa19de180d413",[],{"_30":14768,"_16":277,"_278":14769,"_146":14771},"0aa19de180d414",[14770],"c58152acd0e2b95d5148831722528042","It's like, \"When was that user created?",{"_30":14773,"_16":277,"_278":14774,"_146":3974},"0aa19de180d415",[],{"_30":14776,"_16":277,"_278":14777,"_146":14779},"0aa19de180d416",[14778],"757b2641f44c8fffd2508224021495ae","When was that help ticket created?",{"_30":14781,"_16":277,"_278":14782,"_146":3974},"0aa19de180d417",[],{"_30":14784,"_16":277,"_278":14785,"_146":14787},"0aa19de180d418",[14786],"7daf35afda6e958f796f229cfbaf4019","Boom\".",[14789,14791,14793,14795,14797,14799,14801,14803,14805,14807],{"_30":14714,"_16":4053,"_4054":14790},"00:47:36.944",{"_30":14722,"_16":4053,"_4054":14792},"00:47:38.677",{"_30":14730,"_16":4053,"_4054":14794},"00:47:40.939",{"_30":14738,"_16":4053,"_4054":14796},"00:47:45.307",{"_30":14746,"_16":4053,"_4054":14798},"00:47:47.009",{"_30":14754,"_16":4053,"_4054":14800},"00:47:48.741",{"_30":14762,"_16":4053,"_4054":14802},"00:47:50.941",{"_30":14770,"_16":4053,"_4054":14804},"00:47:53.513",{"_30":14778,"_16":4053,"_4054":14806},"00:47:55.542",{"_30":14786,"_16":4053,"_4054":14808},"00:47:57.134",{"_30":14810,"_16":272,"_273":14811,"_281":14889,"_283":284},"af2977e97c8f",[14812,14817,14820,14825,14828,14833,14836,14841,14844,14849,14852,14857,14860,14865,14868,14873,14876,14881,14884],{"_30":14813,"_16":277,"_278":14814,"_146":14816},"af2977e97c8f0",[14815],"a89eb5e7ba45eb21fd1dba4d2bf7eb1a","So, there are a lot of benefits",{"_30":14818,"_16":277,"_278":14819,"_146":3974},"af2977e97c8f1",[],{"_30":14821,"_16":277,"_278":14822,"_146":14824},"af2977e97c8f2",[14823],"5c127dcd6e1d95d22762b641f460f180","to mirroring your help data internally.",{"_30":14826,"_16":277,"_278":14827,"_146":3974},"af2977e97c8f3",[],{"_30":14829,"_16":277,"_278":14830,"_146":14832},"af2977e97c8f4",[14831],"a570585376730b2adb74f986b6748c8d","I couldn't have predicted that that would be awesome",{"_30":14834,"_16":277,"_278":14835,"_146":3974},"af2977e97c8f5",[],{"_30":14837,"_16":277,"_278":14838,"_146":14840},"af2977e97c8f6",[14839],"aa10adcbe54d27f989a9c5bbc504e16f","but it is and there are other things that I've sort of",{"_30":14842,"_16":277,"_278":14843,"_146":3974},"af2977e97c8f7",[],{"_30":14845,"_16":277,"_278":14846,"_146":14848},"af2977e97c8f8",[14847],"3684f06ed67229cd49cf45b7359665de","taken off and done since that data is available.",{"_30":14850,"_16":277,"_278":14851,"_146":3974},"af2977e97c8f9",[],{"_30":14853,"_16":277,"_278":14854,"_146":14856},"af2977e97c8f10",[14855],"fe84e657a97bdabb2ab4e561b6221697","More like fun, \"I wonder about...\" side projects,",{"_30":14858,"_16":277,"_278":14859,"_146":3974},"af2977e97c8f11",[],{"_30":14861,"_16":277,"_278":14862,"_146":14864},"af2977e97c8f12",[14863],"2da7b4eef3059ee541f15248c656f6d4","rather than strategic initiatives.",{"_30":14866,"_16":277,"_278":14867,"_146":3974},"af2977e97c8f13",[],{"_30":14869,"_16":277,"_278":14870,"_146":14872},"af2977e97c8f14",[14871],"c05c57b8093554941ee1c47cf6942662","There's a lot of cool stuff you can do",{"_30":14874,"_16":277,"_278":14875,"_146":3974},"af2977e97c8f15",[],{"_30":14877,"_16":277,"_278":14878,"_146":14880},"af2977e97c8f16",[14879],"cdf2d93e142658943fe35b9db9d87fa5","when you have all of that stuff locally,",{"_30":14882,"_16":277,"_278":14883,"_146":3974},"af2977e97c8f17",[],{"_30":14885,"_16":277,"_278":14886,"_146":14888},"af2977e97c8f18",[14887],"34afc182d0994aa3f363a9b29892c5d9","rather than going out to the API to pull it every time.",[14890,14892,14894,14896,14898,14900,14902,14904,14906,14908],{"_30":14815,"_16":4053,"_4054":14891},"00:47:58.241",{"_30":14823,"_16":4053,"_4054":14893},"00:47:59.941",{"_30":14831,"_16":4053,"_4054":14895},"00:48:05.479",{"_30":14839,"_16":4053,"_4054":14897},"00:48:07.635",{"_30":14847,"_16":4053,"_4054":14899},"00:48:11.002",{"_30":14855,"_16":4053,"_4054":14901},"00:48:13.140",{"_30":14863,"_16":4053,"_4054":14903},"00:48:16.041",{"_30":14871,"_16":4053,"_4054":14905},"00:48:19.208",{"_30":14879,"_16":4053,"_4054":14907},"00:48:20.906",{"_30":14887,"_16":4053,"_4054":14909},"00:48:22.344",{"_30":14911,"_16":272,"_273":14912,"_281":15027,"_283":284},"d4d33d7fcf67",[14913,14918,14921,14926,14929,14934,14937,14942,14945,14950,14953,14958,14961,14966,14969,14974,14979,14982,14987,14990,14995,14998,15003,15006,15011,15014,15019,15022],{"_30":14914,"_16":277,"_278":14915,"_146":14917},"d4d33d7fcf670",[14916],"746f8a067b89a2952db13026ba24e433","Do I triage?",{"_30":14919,"_16":277,"_278":14920,"_146":3974},"d4d33d7fcf671",[],{"_30":14922,"_16":277,"_278":14923,"_146":14925},"d4d33d7fcf672",[14924],"46edad0ced86c8d7ca05cfe676c44803","Yes. We don't triage according to",{"_30":14927,"_16":277,"_278":14928,"_146":3974},"d4d33d7fcf673",[],{"_30":14930,"_16":277,"_278":14931,"_146":14933},"d4d33d7fcf674",[14932],"775044beb7ab828cd3287b3b288f4cf0","whether someone's paying or not.",{"_30":14935,"_16":277,"_278":14936,"_146":3974},"d4d33d7fcf675",[],{"_30":14938,"_16":277,"_278":14939,"_146":14941},"d4d33d7fcf676",[14940],"9d4740de741b06ba15baa79d76cfa212","So everybody just has a problem or a question.",{"_30":14943,"_16":277,"_278":14944,"_146":3974},"d4d33d7fcf677",[],{"_30":14946,"_16":277,"_278":14947,"_146":14949},"d4d33d7fcf678",[14948],"d1096115ba9350066891ae4bc3c53849","But we do answer in order or paying.",{"_30":14951,"_16":277,"_278":14952,"_146":3974},"d4d33d7fcf679",[],{"_30":14954,"_16":277,"_278":14955,"_146":14957},"d4d33d7fcf6710",[14956],"b0aacbebcfe4900886eab75aecb8e9cf","So if I have 10 paying customers",{"_30":14959,"_16":277,"_278":14960,"_146":3974},"d4d33d7fcf6711",[],{"_30":14962,"_16":277,"_278":14963,"_146":14965},"d4d33d7fcf6712",[14964],"b19e8c370218129ca7fd4177e4bcafeb","with problems, and 10 without,",{"_30":14967,"_16":277,"_278":14968,"_146":3974},"d4d33d7fcf6713",[],{"_30":14970,"_16":277,"_278":14971,"_146":14973},"d4d33d7fcf6714",[14972],"ef75a99c5db43ada2a87abbf0e315250","the 10 who are paying go first, u",{"_30":14975,"_16":277,"_278":14976,"_146":14978},"d4d33d7fcf6715",[14977],"25b01c24b3dad8483c27884e693c88df","nless there is a significant product problem,",{"_30":14980,"_16":277,"_278":14981,"_146":3974},"d4d33d7fcf6716",[],{"_30":14983,"_16":277,"_278":14984,"_146":14986},"d4d33d7fcf6717",[14985],"b93f88715ea57e9024ac6a94045ec5b8","like, if someone's team is somehow broken,",{"_30":14988,"_16":277,"_278":14989,"_146":3974},"d4d33d7fcf6718",[],{"_30":14991,"_16":277,"_278":14992,"_146":14994},"d4d33d7fcf6719",[14993],"931004d220013120789aad7f8ad2df97","which doesn't really happen,",{"_30":14996,"_16":277,"_278":14997,"_146":3974},"d4d33d7fcf6720",[],{"_30":14999,"_16":277,"_278":15000,"_146":15002},"d4d33d7fcf6721",[15001],"d0b6c47c991adbab0f01aa9282b46ab1","but let's just say it does.",{"_30":15004,"_16":277,"_278":15005,"_146":3974},"d4d33d7fcf6722",[],{"_30":15007,"_16":277,"_278":15008,"_146":15010},"d4d33d7fcf6723",[15009],"8717a3e457ed8655da88b63f33b03c12","Let's say that someone can't login to their team.",{"_30":15012,"_16":277,"_278":15013,"_146":3974},"d4d33d7fcf6724",[],{"_30":15015,"_16":277,"_278":15016,"_146":15018},"d4d33d7fcf6725",[15017],"99ac468d745563c1528e6661db3a0f1b","And they're not paying.",{"_30":15020,"_16":277,"_278":15021,"_146":3974},"d4d33d7fcf6726",[],{"_30":15023,"_16":277,"_278":15024,"_146":15026},"d4d33d7fcf6727",[15025],"1a1964e46024e15ab5b0b5a383374e3b","Then, that will take precedence.",[15028,15030,15032,15034,15036,15038,15040,15042,15044,15046,15048,15050,15052,15054,15056],{"_30":14916,"_16":4053,"_4054":15029},"00:48:27.718",{"_30":14924,"_16":4053,"_4054":15031},"00:48:28.341",{"_30":14932,"_16":4053,"_4054":15033},"00:48:31.112",{"_30":14940,"_16":4053,"_4054":15035},"00:48:33.775",{"_30":14948,"_16":4053,"_4054":15037},"00:48:36.068",{"_30":14956,"_16":4053,"_4054":15039},"00:48:39.173",{"_30":14964,"_16":4053,"_4054":15041},"00:48:41.215",{"_30":14972,"_16":4053,"_4054":15043},"00:48:43.371",{"_30":14977,"_16":4053,"_4054":15045},"00:48:45.570",{"_30":14985,"_16":4053,"_4054":15047},"00:48:48.473",{"_30":14993,"_16":4053,"_4054":15049},"00:48:51.700",{"_30":15001,"_16":4053,"_4054":15051},"00:48:53.376",{"_30":15009,"_16":4053,"_4054":15053},"00:48:54.445",{"_30":15017,"_16":4053,"_4054":15055},"00:48:56.446",{"_30":15025,"_16":4053,"_4054":15057},"00:48:57.677",{"_30":15059,"_16":272,"_273":15060,"_281":15066,"_283":284},"70c0f093d199",[15061],{"_30":15062,"_16":277,"_278":15063,"_146":15065},"70c0f093d1990",[15064],"81c7052ae2228467d7475ed726f5a8be","Thank you so much.",[15067],{"_30":15064,"_16":4053,"_4054":15068},"00:49:00.672",{"_111":15070},{"_11":15071,"_13":15072,"_14":15073,"_16":15074,"_17":15075,"_15076":15077,"_7":15078,"_15099":15096,"_15100":15101,"_116":15102},"2022-07-13T08:26:31Z","8c0ce1a2-5b36-45a7-9b5a-57378a1612e8","Rlcgx84U4mvW0quCrhg21c","mux.videoAsset","2022-09-05T22:27:59Z","assetId","6kPt2Zosrl53KXWDl4WucrnyiVI4xYJE",{"_15079":15080,"_15081":15082,"_316":15083,"_131":15077,"_15084":15085,"_15086":15087,"_15088":15089,"_15090":15091,"_15092":15093},"aspect_ratio","240:77","created_at","1644902354",2950.433333,"master_access","none","max_stored_frame_rate",30,"max_stored_resolution","HD","mp4_support","standard","playback_ids",[15094],{"_30":15095,"_131":15096,"_15097":15098},"bDKSE0uj","Fzxdgjr18HG0102lATb6VCYcdppBQ79Omv","policy","public","playbackId","status","ready","https://stream.mux.com/Fzxdgjr18HG0102lATb6VCYcdppBQ79Omv",{"_15104":299,"_120":3848},"OGdescription","preview","pageNumber","actionData","errors"]

Scaling Support Operations

Speakers