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Back to Inside the AI Startup Making Customer Support 65% Cheaper, with Jesse Zhang.

How Did Decagon Grow From 50 to 500 People?

Jesse Zhang says Decagon went from roughly 50 or 60 people to 500 in about the last year, close to a 10x jump. A year ago the headcount was something like 50.

The growth did not come from hiring ahead. For the first year and a half, and through about the first 100 people, Decagon hired only when the team felt the pain of a missing role. He and his co-founder did the early sales, and the first salespeople showed up when deals were already waiting for them. Companies that hired ahead and then had to fire people were the warning, so Decagon stayed lean on purpose. In hindsight the demand was real and they could have hired more, but they did not know that at the time. They hire ahead now, because a company this size cannot hire only after something breaks. He is pretty good with names, and that probably stopped around 200 people.

Transcript

Inside the AI Startup Making Customer Support 65% Cheaper ·

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More from this episode

  1. When Did Decagon's New Office Feel Too Big?Jesse Zhang felt Decagon's new office was too big the moment the team moved in.
  2. Why Does Jesse Zhang Call Saturday Wife Day?Jesse Zhang keeps Saturday as wife day because he and his co-founder are in every day except Saturday, and that one day has to stay free of work.
  3. Why Is Zero to One Harder Than Scaling?Jesse Zhang says the zero-to-one phase is by far the hardest stage of a company, and he calls it awful.
  4. How Did Decagon Exit the Idea Maze in Three Weeks?Jesse Zhang says Decagon got out of the idea maze in roughly three weeks, maybe a bit longer.
  5. How Many People Have Left Decagon to Start Companies?Jesse Zhang says very few people have left Decagon, a few have gone to start their own companies, and even in a downturn it will still be pretty easy to start…
  6. How Does Decagon's AI Customer Support Work?Jesse Zhang says Decagon's customer support AI is built, tested, and monitored inside the product, so the customer owns the results and the process.
  7. Should I Know My Co-founder for Five Years?Jesse Zhang says wanting the same things out of life matters more than knowing a co-founder for five years.
  8. Can 200 People Eat Dinner Together?Jesse Zhang says a team of 200 people cannot eat dinner together anymore. Catering has one clear value: everyone eats at the same time.
  9. When Does Office Politics Start?Jesse Zhang says office politics starts as soon as there is a team.

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