We have been using Chatwoot for a couple of months. Launch HN is a bit of an understatement, its already a very polished, comprehensive product. Congratulations!
Launch HN: Chatwoot (YC W21) – Open-Source Alternative to Intercom, Zendesk
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Re: Launch HN: Chatwoot (YC W21) – Open-Source Alternative to Intercom, Zendesk
#42We have been using Chatwoot for a couple of months. Launch HN is a bit of an understatement, its already a very polished, comprehensive product. Congratulations!
Thanks a lot !!!
Re: Launch HN: Chatwoot (YC W21) – Open-Source Alternative to Intercom, Zendesk
#43Is your hosted version multi tenant? Or are you running an individual tenant for every customer?
Re: Launch HN: Chatwoot (YC W21) – Open-Source Alternative to Intercom, Zendesk
#44Is your hosted version multi tenant? Or are you running an individual tenant for every customer?
It is multi-tenant, just like other SaaS providers. We can provide managed-services based on request.
Re: Launch HN: Chatwoot (YC W21) – Open-Source Alternative to Intercom, Zendesk
#45Love it. This (your commercial product) will go in an MVP I'm building. I've been using Intercom, which seems like the best option, but it's just so damn expensive for an MVP and that top tier price is not met by their medium tier product imo.
tbh I'd pay even for the first agent (perhaps a free trial would have sufficed), but the Hacker tier does make it a certainty I'll trial it.
Something most tool providers don't seem to get is that when I'm first building something I'm extremely price sensitive, but once I've got going I don't really care, like a tax if you take X% of my profit but you make my life easier and make it easier to grow that profit, who cares? That's fine compared to rinsing me when I'm not making any revenue (as with intercom). And if your product is any good, there's no way I'm going to switch once I get some traction, as the cost of any tool is ~ zero compared to the cost of employees.
Re: Launch HN: Chatwoot (YC W21) – Open-Source Alternative to Intercom, Zendesk
#46Thank you for licensing this under a proper open source license. Out of curiosity, how would you feel about a company selling this as a service? It's obviously legal per the license, but I'm wondering what your perspective is. If you encourage it, do you have any plans for how to ensure everybody are happy and turns a profit from it? I have grown cynical over the years with these kinds of open source challengers as i…
There are people who have built custom solutions on top of Chatwoot and selling it. There are people who are selling it in their country without changing the code and making profit out it. I'm happy to help those people out (not for free, would charge something obiviously). There are different markets where we might not be able to cater. Since the solution is flexible enough to build custom channels, I've seen people using it as "Whatsapp CRM for X country".
We are following the path Gitlab has taken. To sustain as a business, we will have some modules suited for large enterprises under an EE license, but it would not hinder the open-source part and the freedom that comes with it. If people want to build on Chatwoot, they will be free to do that.
Re: Launch HN: Chatwoot (YC W21) – Open-Source Alternative to Intercom, Zendesk
#47Intercom pricing[1] shows 5 seats for $119 - am I missing something in their pricing page ? If not Chatwoot seems expensive at $99/user/month ? [1] : https://www.intercom.com/pricing
Our community edition which is available with MIT license and is free for use should cover the starter plans in Intercom. $99/user/month is targetted at large enterprises requiring enterprise support.
Is the community edition available in hosted form? Otherwise you may wish to consider aiming a paid hosted product at the lower end of the market too. We use Intercom in our product, and it's the one thing we explicitly don't want to self-host because it's what our customers use to contact us if our own services are ever down or broken.
Re: Launch HN: Chatwoot (YC W21) – Open-Source Alternative to Intercom, Zendesk
#48I tried to replace Zendesk (chat) with self-hosted Chatwoot for our SaaS in December 2020. Unfortunately I couldn't get email conversation continuity to work back then and the docs were lacking.
Happy to see that this now seems to be resolved. Will give Chatwoot another go when our Zendesk license is due for renewal.
Re: Launch HN: Chatwoot (YC W21) – Open-Source Alternative to Intercom, Zendesk
#49I tried to replace Zendesk (chat) with self-hosted Chatwoot for our SaaS in December 2020. Unfortunately I couldn't get email conversation continuity to work back then and the docs were lacking. Happy to see that this now seems to be resolved. Will give Chatwoot another go when our Zendesk license is due for renewal.
There was some issues with email continuity at that time. This is resolved and the docs for both continuity [0] and email channel [1] are updated.
Let us know if you need some help setting it up, our team will be happy to take a call.
Re: Launch HN: Chatwoot (YC W21) – Open-Source Alternative to Intercom, Zendesk
#50What would you say are the main things that distinguish you from Papercups (YC S20) https://papercups.io?