Jillian Bejtlich

Director of Community - Zapier

About Jillian: Jillian is a quirky, ambitious, and enthusiastic techie enamored with communities and the complex data and psychological puzzles they present. She is the Director of Community at Zapier focused on creating the home for automation collaboration.

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

Topic: Community Led Customer Experience

Key takeaways:

  1. Community is authentic human interaction. Community lets us attach our real selves to one-to-many knowledge. We can still offer the human things we’re uniquely qualified to do: connection, empathy, support, and challenge.
  2. Community is trusted. Because we “own” our community, our customers have faith and assurance that the information they find will be accurate and helpful.
  3. Community is sustainable and scalable. One engagement can be viewed by countless others – now, next month, or years into the future regardless of whether it’s Christmas Day or 2 in the morning on a Sunday.